30 Day Poll - Did TRANSLink answer your question/s.

[Fares_Fair]

This is a 30 day poll to gauge the level of service that TRANSLink provide to you, the 'customer'.
It's a general poll, including any verbal or written communications with TRANSLink on any issue.

[STB]

Just for clarification.  How do you mean by answer questions?  Is this from the QR timetable consults or the Western Region info sessions or something more general?

[Fares_Fair]

Hello STB,

It's a general poll, including any verbal or written communications with TRANSLink on any issue.

[somebody]

In general I find that with persistence you can get an answer, but you cannot get recurring problems to be sorted.

[mufreight]

If you don't die first and have the knowledge to seperate the mushroom fodder and spin from the facts and the patience to keep going back and questioning the frequently unrelated and irelevant responses then it is possible that in time you might get a partialy accurate response instead of more smoke and spin.   

[Fares_Fair]

Hello to all who have responded thus far and thank you for your comments.

I would like to get as many resondents as I can regarding the TRANSLink poll.
The more accurate the picture, the better.

Regards,
Fares-Fair.

[ClintonL94]

Check here for my comments

http://railbotforum.org/mbs/index.php?topic=2695.msg42206#msg42206

[BribieG]

My initial Go Card queries were handled very well by their call centre, but I have NEVER received a reply to my online queries. Their Email workstation is probably situated at Banyo Station or somewhere attended by a hairy guy called Kevvo or Wozza, sitting on his huge lunch esky,  with elastic sided boots and an orange reflective jacket "hey Jakkko see what this wakka has just emailed me with, har har".

[Fares_Fair]

I have heard reports that Gocard related questions are responded to and even followed up from time to time.
But usually after receiving unrelated (they haven't read your question) advice.

Regards,
Fares_Fair.

[Fares_Fair]

Hello,

Please scroll to the top of this post and lodge your vote on the 30 day TRANSLink poll.
How well do they answer our questions.
Thank you.

Regards,
Fares-Fair.

[AnonymouslyBad]

I've never had to ask TransLink a question as such (outside of journey planning), but I have given them a couple of bits of feedback over the last couple of years - once a complaint, once more a general suggestion. I got the standard "your feedback has been sent to x" acknowledgements, and while I never got any final response after that it looks like some action was taken on both.

[ozbob]

If I contact key personnel directly, eg. email, I always get a meaningful and relevant response.

If I use the normal feedback mechanisms including form, general email and twitter I am usually ignored.  A couple of times I was contacted back by phone, and occasionally I have received a standard cut and paste response, with little relevance to the original question or comment.

What hope have the punters got?

[dannyr]

If I use the normal feedback mechanisms including form, general email and twitter I am usually ignored.  A couple of times I was contacted back by phone, and occasionally I have received a standard cut and paste response, with little relevance to the original question or comment.

I'd love to know who keeps tabs on @TranslinkSEQ twitter account.  It's definately not 24/7 (nor should it be) although it's really hit and miss.  Sometimes there's a flurry of activity with 10-15 customer directed responses in a row, then nothing for weeks on end. 

Very disappointing

[Fares_Fair]

Hello All,

Please scroll to the top of this post and lodge your vote on the 30 day TRANSLink poll.
How well do they answer our questions ?
Thank you.

Regards,
Fares-Fair.

[WTN]

Translink got back to me today about a fixed fare that I got on Tuesday. The refund adjustment is waiting to be transferred to my card.

[Fares_Fair]

Hello WTN,

So it took them 3 days to get back to you about a refund of your fixed fare charge ?

Regards,
Fares_Fair.

[STB]

I've been quite lucky with refunds due to fixed fares, with the last fixed fare I got my money back the very next day I submitted a request!  My guess it really depends on how busy they are at the time with the resources they have that depends on how quickly you get a response.

[SteelPan]

TRANSLATE customer service has been the #1 - ggggrrrr "Annoyance" for people from day 1.  Getting back to me - why?? - in say 5 days time - when I have an issue now - is totally USELESS!


The MUST improves - all of which have now been around for YEARS, which means TRANSLATE couldn't care less anyway:

1. Why does it take the cost of a ph call and 101 questions when I've been overcharged a bus fare for another failure on the part of the multi-multi-million $$$$ Go-Card System???  I gave up chasing this illusion a couple of years ago - which of course is what the State Govt/Translate want!

2. I'LL RAISE IT   A G A I N   (this must be about the 7/8th year - feels like double that) - REAL TIME BUS INFORMATION - REPEAT - REAL TIME BUS INFORMATION - I'm still standing (7/8th yr!!!) late at night at the bus stop - bus is now say 15min overdue, "do I stay, do I go", is it just 'round the corner or has it broken down [again!!]  Assuming I could ring a Translate operator - I DON'T need to know what the timetable is (maybe the driver does though) - I need to know where the bus is!  CAN WE PLEASE HAVE - REAL TIME BUS INFORMATION - now, maybe the QldGovt/Translate/Service Providers don't want you to know that - wonder why???

[somebody]

Yes, if the bus is more than x minutes late, you should be able to find out where it is.

[#Metro]

iPhone app.

Seriously, how much money do we want to spend on "hyper information". It doesn't do much.
The bus is still going to be late or not turn up at all. I have never seen a PID say "bus cancelled" they just drop off the screen.

Frequent services would go some way to fixing that, the next bus is never far away.

Chronic lateness is a different kettle of fish though.

IMHO much better to put that money into more frequent services and proper bus priority measures.

[WTN]

IMHO much better to put that money into more frequent services and proper bus priority measures.

Better option than an iPhone app (costly to set up and run the infrastructure behind it).

I was surprised at how quick Translink processed the refund (total of $0.57, in 3 working days). A colleague of mine applies for fixed fare refunds all the time.

[O_128]

What happened to the real time app due this year???

[#Metro]

I really wonder if an app would be that hard. Melbourne seems to know where its trams are.

On the other hand, I would prefer the money and effort go into more frequent services than trappings.

[Fares_Fair]

Hello Matovya-Dzhulyanskii,

Please scroll to the top of this post and lodge your vote on the 30 day TRANSLink poll (if you haven't already done so.)
How well do they answer our questions ?
Thank you.

Regards,
Fares-Fair.

[Fares_Fair]

Current results to date for the poll:
Did TRANSLink answer your question/s ?  (Voting closes: January 07, 2011, 09:14:13 PM)

No, not answered at all.    - 5 (27.8%)
Yes, but with information not related to the question/s.    - 10 (55.6%)
Yes, answered properly.    - 3 (16.7%)
   
Total Voters: 18

Thus far a massive 84.3% of respondents say
TRANSLink either did not answer their question/s or else they answer with information not relevant to the question/s.

Please scroll up to the top of the page and have your say, and encourage others to do so.
Thank you

Regards,
Fares_Fair.

[Fares_Fair]

Only 3 days left to go ...
Did TRANSLink answer your question/s ?  (Voting closes: January 07, 2011, 09:14:13 PM)

Please scroll up to the top of the page and have your say, and encourage others to do so.
Thank you

Regards,
Fares_Fair.

[Fares_Fair]

TRANSLink POLL closed 7th January, 2011 at 09:14:13 PM

Did TRANSLink answer your question/s ?

No, not answered at all.    - 6 (31.6%)
Yes, but with information not related to the question/s.    - 10 (52.6%)
Yes, answered properly.    - 3 (15.8%)
   
Total Voters: 19


(31.6%) of respondents say TRANSLink did not answer their question/s at all.

(52.6%) of respondents say TRANSLink answered with irrelevant information to their question/s.

Only (15.8%) of respondents say TRANSLink answered their question correctly.

Thank you to all those who participated.
It is indeed an indictment upon TRANSLink !

Regards,
Fares_Fair.