Please read the response, nothing about thanking me for my suggestion regarding the posting of information regarding the actual rail service – at least they didn’t like the fact that I took an elevator ride in a pool of urine.
From: email@example.com [mailto:firstname.lastname@example.org]
Sent: Saturday, April 09, 2011 3:30 PM
To: MARTA Customer service
Subject: Web Comments
How often do you ride MARTA?
How would you rate your experience on the MARTA web site?
Today, I was going to take the train from Lindbergh Station to the airport, purchased my pass, only to arrive and find out the train arriving, and listed as going to the airport was going out of service. There were no signs noting any change to service on the platform, or on the screens that are supposed to be for train arrival/departure and other service notifications – but always run through advertisements more than MARTA information. This was after taking the elevator down to the platform, wondering what the overwhelming smell of ammonia was, and to have my companion point out that I was standing in a pool of human urine that covered almost all of the elevator floor.
At the point we found the train was not departing, we decided to leave and take my car, which was, thankfully, available to me. Upon exiting, the gate informed me that my pass had no more trips on it. I have not tested this, yet, but if this is the case, I will be looking for a full refund, as I purchased a round-trip and I do have receipts for both the airport parking lot as well as my purchase of my MARTA pass.
I completely understand how this business is losing money, when service such as this becomes a constant issue and the only source of up-to-date info is on the website, which not everyone has ready access to check when using the service. I’ve found this to be the issue for the last 3 weeks, having been a MARTA patron with a monthly pass for the last 6 months. If this increasingly becomes the norm, I will cease using the service, as well as encouraging everyone I know to do the same – and I will show up at meetings for the same purpose.
This is horrible and I can’t believe any company within the service industry thinks that I can encourage the lack of care towards its patrons, and then wonder why we don’t allocate more money towards subsidizing it.
Dear Ms. [omit],
Thank you for taking your very valuable time to write and share your experience with us. I sincerely apologize for the inconveniences you experienced. In order for us to investigate what occurred, we would need the time this occurred. I will copy Facilities Maintenance regarding the elevator, but I feel sure that this issue was already corrected. You may wish to contact Customer Service so that we can ask for and obtain all the information necessary to perform an investigation. You may do so by calling 404.848.5000 – after the automated information, select 1 for English then option 4 and option 4 again for Customer Service. MARTA appreciates your input and the privilege to serve you.
Mrs. Marion Holloway
MARTA – Customer Care Representative
So, basically what they are saying is that they barely glossed over what you read, and are only going to accept your complaints if you provide a timestamp? Oh,and that you have to push three buttons and then listen to hold music, only to be connected with someone that isn’t getting paid enough to care?
Press 1 for English…..Your time is important to us…please wait for the next 3 hours.