Go Card Feedback - tell us of your Go Card experiences!!

[ClintonL94]

Just a heads up to all.

You can no longer request refunds for your go card over the phone as the call centre contract is now with a different provider. Now I have to go to a train station to request a refund which is more inconvenient for myself as I commute daily by bus.

[somebody]

Online is also possible.  But that is very annoying.  Why would that service be removed?

[ozbob]

Just a heads up to all.

You can no longer request refunds for your go card over the phone as the call centre contract is now with a different provider. Now I have to go to a train station to request a refund which is more inconvenient for myself as I commute daily by bus.

Please clarify Clinton, refund or adjustment?  Refund has always been at selected retailers or by mail (card must be surrendered except in the case of a lost registered go card).  Adjustments and transfers can be done over the phone/on line.

http://translink.com.au/resources/tickets-and-fares/go-card/110701-cancellation-balance-transfer-and-refund-form-and-guide.pdf

[ClintonL94]

Just a heads up to all.

You can no longer request refunds for your go card over the phone as the call centre contract is now with a different provider. Now I have to go to a train station to request a refund which is more inconvenient for myself as I commute daily by bus.

Please clarify Clinton, refund or adjustment?  Refund has always been at selected retailers or by mail (card must be surrendered except in the case of a lost registered go card).  Adjustments and transfers can be done over the phone/on line.

http://translink.com.au/resources/tickets-and-fares/go-card/110701-cancellation-balance-transfer-and-refund-form-and-guide.pdf

I would get charged for a multi-touch. Then I'd call up requesting that to be refunded to me. I called up today requested that refund and was advised to do it online or at a train station. Online is a option although I don't know how long that option would be.

09-Jul-12 07:25:56 AM Touch off Administration Centre [12829]     
09-Jul-12 07:11:56 AM Touch on transfer Springwood Bus Station Platform 2 [27717]     
09-Jul-12 06:56:48 AM Touch off Springwood Bus Station Platform 1 [27716] -3.58  * 
09-Jul-12 06:44:17 AM Touch on Loganholme stop H [28870]     
09-Jul-12 06:44:17 AM Touch off Loganholme stop H [28870] -5.00  * 
09-Jul-12 06:43:19 AM Touch on Loganholme Stop E [28873]     
09-Jul-12 06:43:19 AM Touch off Loganholme Stop E [28873] -5.00  * 
09-Jul-12 06:34:09 AM Touch on Drews Rd Opp F/S Hampton St [52211]     

I should have only being charged $3.58. I might give online a go see how long it takes. I prefer to contact Translink about it in person and that way I know it is processed while I am in contact with them so I know it would be refunded in 24 hours..

[ozbob]

Seems to be some confusion, you can ring and request an adjustment.  They might think you want a 'refund' ...

[ClintonL94]

Seems to be some confusion, you can ring and request an adjustment.  They might think you want a 'refund' ...

Hmmm - I rang again today asking for the same thing I requested yesterday and they understood what I meant and applied the refund.

[ozbob]

Discussion re Go card intermittment fares after reaching free travel threshold split to --> here!

[shiftyphil]

Anyone with auto top-up active should check their bank statements carefully; I just found a second instance of being double billed for a top-up.

A few weeks ago my girlfriend's card (sorted out with a 2 minute phone call and 2 week wait), now mine has done the same thing so it seems like it could be more than a once-off issue.

[Golliwog]

Noticed another interesting anomaly with how the bus and rail fare zones don't exactly match up. Ferny Grove station is zone 3 for rail, but the bus interchange is zone 4. Not even designated zone 3/4, flat out a different zone. This meant I got charged an extra zone fare when I caught the 367 back towards the Great Western Shopping Center. Coincidentally, the GWSC is designated a zone 3/4 stop, yet all the stops on the 362 (including the ones closer to FG station) are zone 3. The stop on Samford Rd almost opposite Cobalt St is however zone 4 as it is only served by the 367, not the 362.

I kind of get the setup, so Upper Kedron residents can get to the GWSC for a 1 zone fare, but think it's stupid that the bus interchange at the zone 3 train station is in zone 4.

[SurfRail]

Noticed another interesting anomaly with how the bus and rail fare zones don't exactly match up. Ferny Grove station is zone 3 for rail, but the bus interchange is zone 4. Not even designated zone 3/4, flat out a different zone. This meant I got charged an extra zone fare when I caught the 367 back towards the Great Western Shopping Center. Coincidentally, the GWSC is designated a zone 3/4 stop, yet all the stops on the 362 (including the ones closer to FG station) are zone 3. The stop on Samford Rd almost opposite Cobalt St is however zone 4 as it is only served by the 367, not the 362.

I kind of get the setup, so Upper Kedron residents can get to the GWSC for a 1 zone fare, but think it's stupid that the bus interchange at the zone 3 train station is in zone 4.

This is all part of the grandfathering from when TransLink was set up - it isn't limited to things in the inner city like the Toowong Zone 1/2 thing.

I honestly think they have completely forgotten about this issue, and we need to make some more noise about it. 

[Golliwog]

I do think they need to go around and fix up a lot of these sorts of things. I also think that we shouldn't have a solid border between zones, rather a fuzzy one like Melbourne has so as not to disadvantage those who are only just crossing a boundary. The 367 to the Great Western is a good example of that, as that should certainly only be a one zone fare.

[somebody]

I do think they need to go around and fix up a lot of these sorts of things. I also think that we shouldn't have a solid border between zones, rather a fuzzy one like Melbourne has so as not to disadvantage those who are only just crossing a boundary. The 367 to the Great Western is a good example of that, as that should certainly only be a one zone fare.

We have that to some degree.  In most cases, it isn't possible to be charged 2+ zones for going 1 stop except where station spacing makes it logical.

[WTN]

I do think they need to go around and fix up a lot of these sorts of things. I also think that we shouldn't have a solid border between zones, rather a fuzzy one like Melbourne has so as not to disadvantage those who are only just crossing a boundary. The 367 to the Great Western is a good example of that, as that should certainly only be a one zone fare.

We have that to some degree.  In most cases, it isn't possible to be charged 2+ zones for going 1 stop except where station spacing makes it logical.

We could do with some more of those dual zone stops/stations. Woolloongabba and Ferny Grove come to mind.

Last night, while riding the 199 back to the City from a dinner at West End, I saw the 2nd in-service DCU failure this month. One person could not touch off while getting off the 2nd Boundary St stop (near the shopping village). Others got on for free. Driver reported the failure to bus control. Just before arriving at Cultural Centre, control contacted him again just as the DCU finished rebooting. As I touched off, I overheard the driver said it was working all night until that 'incident'.

I have to admit these failures undermine confidence in the go card system. Would I want to pay $5 when the trip should've been free? Obviously not!

[somebody]

We could do with some more of those dual zone stops/stations. Woolloongabba and Ferny Grove come to mind.

Perhaps we could, but I think getting rid of the bus/rail zone differences is more urgent.

[colinw]

Just checked my transaction history.  No fixed fares, but one transaction looks odd:

30-Jul-12 06:36:26 PM    Touch off    Eight Miles Plains Platform 1 [50051]    -3.05    *
30-Jul-12 06:21:23 PM    Touch on     Eight Miles Plains Platform 1 [50051]        

What?!

This trip was actually EMP busway station Platform 2 to Kuraby - Winifrd St.    Normal fare is 3.58, not 3.05.  e.g. same journey last week:

23-Jul-12 06:36:23 PM    Touch off    Winifred St F/S Chesterfield Cr* [28974]    -3.58    *
23-Jul-12 06:21:07 PM    Touch on     Eight Miles Plains Platform 2 [8234]        

(Note how close the time stamps are for those two trips. Late afternoon 554 services are usually very reliable.)

Oh well, thanks for the 53 cents, TransLink.

[WTN]

I've had a few of those before. The system appears to charge you 1-zone if touch on and off at the same stop due to GPS failure. It applies within the 20 minute window, but I'm not sure what happens afterwards.

I've also had a few wacky bus stop names come up in my history. Like Stones Corner Busway come up as Anzac Ave (what the???), and other busway stations come up  as 'Display'. The fares, however, are correct. Go figure!

[Derwan]

Online Go Card management has a new interface.  It's mainly a make-over but clicking history FINALLY has a default rather than having to put in dates every time just to see the last few transactions.

[ozbob]

I updated the direct link to My Go Card on the tabs.  Of course, stored go card data for log in needs to be re-entered ...

Had a quick look, looks fine to me.

But as usual, they haven't told the public that it has changed ...

[Fares_Fair]

I recall a Twitter tweet by journalist Felicity Caldwell on Friday 3 August at 7:12pm, telling of scheduled upgrade to Go Card with no online access, from 5:30pm to 8:30pm.
Can't find any tweets from TransLink regarding it.

EDIT: time and date details added

[ozbob]

And TL wonders why punters get p%ssed  off!

:bi

[Fares_Fair]

@fel_caldwell @TransLinkSEQ How did you discover this go card outage? We were all mystified as no info from TL.

This tweet dedicated to all those who tried to access their go card log-in on Friday evening from 5:30 - 8:30pm ... I understand the message was given upon attempting to log in.

[Fares_Fair]

Felicity Caldwell ‏@fel_caldwell
It was on the TransLink website on Friday night when I went to the page to load money onto my Go Card. @TransLinkSEQ   (reproduced with permission)

[shiftyphil]

Got this the other day:


Clearly shows the correct station and time I touched off, then pings me $5 for not touching off...

EDIT: Looks like the new interface isn't ready for the load, errors aplenty at the moment.

[ozbob]

Crikey Shifty, that is a bit of a worry.  Random fixed fares!  Many users would not know unless they checked histories, as for most it would appear to be working ok. 

They need to run check algorithms on the database to auto-correct these obvious blunders ... but they don't?

Did you apply for an adjustment or did it auto correct?

[shiftyphil]

Crikey Shifty, that is a bit of a worry.  Random fixed fares!  Many users would not know unless they checked histories, as for most it would appear to be working ok.

My only theory is that the card was not properly updated with the correct information when I touched off, but it was recorded by the machine. - maybe I moved the card away too quick or it was just a random fluctuation in the space-time continuum.

When I touched on again, the card's internal status was not right so it charged me.

They should be able correct that when all the day's data is all compiled, but it appears they don't.

Did you apply for an adjustment or did it auto correct?

Applied for, (and received), an adjustment.

For my previous issues (the double charged top-ups)
The first one was credited to the Go Card as an extra top-up amount after an enquiry.
The second was refunded to my CC automatically after a while with no intervention from me.

--

And now I've found a (minor) issue with yesterdays travel. I seem to have picked up a bit of bad luck somewhere.

[ozbob]

OK thanks.  The have been reports over the years of the odd go card going a bit odd.  Maybe your present go card is a bit touchy ...

[shiftyphil]

OK thanks.  The have been reports over the years of the odd go card going a bit odd.  Maybe your present go card is a bit touchy ...

Possibly near the end of its useful life; it has lasted a lot longer than my first three did combined.

[Golliwog]

OK thanks.  The have been reports over the years of the odd go card going a bit odd.  Maybe your present go card is a bit touchy ...

Possibly near the end of its useful life; it has lasted a lot longer than my first three did combined.

Just out of curiosity, how often do people find themselves needing to replace their go cards? I've had mine since I started uni (4&1/2 years now) which I have to replace when I graduate at the end of the year and haven't had any issues with it.

http://translink.com.au/tickets-and-fares/go-card/i-have-a-go-card gives standard go cards a 10 year expiry date, though they point out this can be reset before (and after) the card expires. I wonder what their design life is?

[kazzac]

I like the new look of the Tranklink  "My Go-Card"page

[Mozz]

My gocard is 4.5 years old and been playing up for a couple of months, lots of "seek assistance" messages but it eventually communicates. Will get around to replacing it one of these days, how hard can it be.

The new web interface is much better.

[somebody]

It's very easy - log in to your old go card's account and transfer the balance, including the deposit, to your new go card.  I think both go card have to be registered for this so it's probably a little more difficult if you don't want to register it.

[Golliwog]

It's very easy - log in to your old go card's account and transfer the balance, including the deposit, to your new go card.  I think both go card have to be registered for this so it's probably a little more difficult if you don't want to register it.

It's equally simple at one of the retailers. I got given a adult go card with $15 for going to the CRG's and was in and out with the $20 added to my student card in a minute tops.

[colinw]

I've been going about 3 years on my card, with no problems other than that one instance of a "double touch" leading to a $5 fare.

My brother-in-law had his first Go Card die within 3 months of getting it. The replacement card is still going strong.

[kazzac]

I"ve had my Go Card for 2 years have never had any trouble with it, but I have a car again so I am driving to work   now  [thank God!]so I wont be using my Go Card much anymore.

[SurfRail]

Mine is from about early 2009 (misplaced the first one, this is number 2).

[Fares_Fair]

Date: Wednesday August 8, 2012.
Time: 9:52pm.

Go card log in not working, just endless cycle then 'Internet Explorer cannot display the webpage.'
Anybody know what is going on?

Nothing on Twitter about it either, still out at 9:57pm ... same error message.
Aargh, I give up!

[Golliwog]

Similar error still. I use Firefox which told me there was a problem loading the page and that the connection to the server was reset while the page was loading.

Maybe they read this forum regularly and thought your suggestion about the coloured icons really WAS important? 

[ozbob]

Go card login still hanging,  I sent a tweet to TL, like they are going to be up ..   

[ozbob]

Still down at 5.05am ..

[ozbob]

TL have advised that they are looking at the go card card issue.