FGW, their Twitter account, the NRCoC and a Rant.

[Deerfold]

Having said that, a quick look at the various tariffs offered by landline and mobile phone companies suggests that most charge the same for a call to non-geographic numbers as they do to geographic ones before any discounts/inclusive minutes are applied.

That's certainly not true for most of the plans I've had.

Many Three plans charge as below:

35p a minute to phone 0845 or 0870

35p a minute to phone 0843 or 0844 + 35p a call

Calls to other 3 phones are 10p a minute and 25p to landlines.

http://www.three.co.uk/ThreePortal/...goBlobs&blobwhere=1223590564159&ssbinary=true

 

[Haywain]

I think that non-geographic numbers are those starting 03, as opposed to premium rate numbers starting 08.

 

[bb21]

Both 03 and 08 numbers are classed as non-geographic numbers, only that 03 are charged as per geographic numbers.

When 03 numbers were first rolled out, companies could only apply for 03 numbers which are the same numerically as their 08 numbers with the exception of the second digit, and this facility was only available to companies that have an 08 number. Not sure if this is still the case.

 

[Deerfold]

Both 03 and 08 numbers are classed as non-geographic numbers, only that 03 are charged as per geographic numbers.

At one stage, companies could only apply for 03 numbers which are the same numerically as their 08 numbers with the exception of the second digit, and this facility was only available to companies that have an 08 number. Not sure if this is still the case.

I believe these 03xx numbers are reserved for the companies with the equivalent 08xx number but there's nothing to stop anyone applying for an 03 number. I'm not sure there ever has been.

 

[bb21]

I believe these 03xx numbers are reserved for the companies with the equivalent 08xx number but there's nothing to stop anyone applying for an 03 number. I'm not sure there ever has been.

I am pretty sure it was the case at the very beginning (about the same time as when the 020 3 range was released for London) although not sure what the case is now. I have added this bit in my earlier post.

 

[maniacmartin]

0343, 0345 and several other prefixes were reserved for people porting over from 0843, 0845 etc.

However there are other ranges, most notably 033 that have no corresponding 08 equivalent that were always available to new registrations

 

[bb21]

Hmm, yes, that makes more sense.

I concede.

 

[GaryMcEwan]

www.saynoto0870.com is a fantastic website to find out geographical numbers for big companies.

If you're struggling to find a number then that website will be your best bet...

 

[dfurn]

Yes I was left out of pocket. The station insisted on me calling an 0845 number, at a cost of £6.00 as the phone call was in the region of 45 minutes, plus the cost of fuel although a small amount in the whole throw of things to get to the station.
There is also my time, although not a cost, I had better things to do with about an hour-hour and a half of my life dealing with the matter.

As has been pointed out the saynoto0870 site does a lot more than find alternatives to just 0870 numbers. Even freephone 0800/0500 numbers cost from a mobile so having an alternative 01/02/03 number to hand is always useful. When I'm traveling around the place I usually take the time to program into my phone the real numbers of the Train Operating Companies or Airlines I'm using so I can call if need be. FGW is now 0345 700 0125 by the way, to save looking.

I have found banks quite willing to refund me the exorbitant cost of calling them when it is as a result of their cock-up(s). I have also had refunds on the cost of a stamp when writing to complain to various organizations. That all might seem petty to some readers I but it all adds up.

To the original poster: I would say FGW owe you refund of the call costs. Don't take this the wrong way though, but posting on here isn't going to get you financial satisfaction (although it is obviously useful to gather other opinions). I'd sit down and write a polite letter to Tim O’Toole outlining the costs you have had to bear, post it Royal Mail signed for, and see what happens.

 

[richw]

Customer services shouldn't be making promises that staff can't keep. That's clearly the underlying fault here. Bad customer service can mean not providing the adequate support, but it can also mean offering/promising too much.

That said, it is still good practice to then offer what has been promised to the customer, so long as this is not unreasonable/impossible for the staff member to do so.

This is my main issue, being provided unrealistic promises that the staff told me isn't possible under any circumstances.

To the original poster: I would say FGW owe you refund of the call costs. Don't take this the wrong way though, but posting on here isn't going to get you financial satisfaction (although it is obviously useful to gather other opinions). I'd sit down and write a polite letter to Tim O’Toole outlining the costs you have had to bear, post it Royal Mail signed for, and see what happens.

I posted here mainly to gather other opinions and information really, I've gathered a lot of useful information from this forum and another I posted similar. I also posted on another rail forum I visit, and it turns out I'm not the only one who has been set unrealistic expectations by FGW's social media and call centre.
I think in reflection these unrealistic expectations are the biggest problem. Had I been told I'd get a refund less an admin fee that would have been my expectation and resolved at front line at the ticket office. The station told me I'd been advised by somebody who didn't have a clue how the refund process works. I'd expect FGW to train their customer relations staff to provide correct information as a minimum.

 

[Greenback]

FGW certainly need to look at this, especially if it's not an isolated incident. Though I take issue with the ticket office clerk saying it isn't possible under any circumstances. That doesn't sound right to me, and is at odds with what used to happen at Reading.

 

[MikeWh]

You may already know this, but almost all* 08xx numbers have a geographic number underlying them which, if you know it, you can dial directly. The only trick is finding them out - often companies publish them as "Calling from abroad then dial +44xx", though many do not.

*Edited to add: Some companies use corporate number ranges (056xxx) but these are few and far between.

I recently discovered that some 0845 numbers detect whether you are using a uk landline and then won't put you through on the 01* number (eg Santander bank).

 

[Tom B]

I recently discovered that some 0845 numbers detect whether you are using a uk landline and then won't put you through on the 01* number (eg Santander bank).

It may be possible to bypass this by dialling 141 before the number, thus "hiding" your number from the called party, and giving them nothing to make such a distinction with.

 

[dfurn]

Actually to the original poster First Great Western do appear to have a complaints number. Maybe that'll help? See link here https://twitter.com/FGW/status/487254239434264576
The number is 03457000125 for the Twitter-phobic.

 

[richw]

Actually to the original poster First Great Western do appear to have a complaints number. Maybe that'll help? See link here https://twitter.com/FGW/status/487254239434264576
The number is 03457000125 for the Twitter-phobic.

Thanks this number is now on the FGW website.

http://www.firstgreatwestern.co.uk/About-Us/Customer-services/Contact-us

Leaflets and publicity at Redruth station still only mention the 0845 number
--- old post above --- --- new post below ---

I recently discovered that some 0845 numbers detect whether you are using a uk landline and then won't put you through on the 01* number (eg Santander bank).

Ironic Santander is mentioned. I've just called them, but I did manage to get through on their 01 number. My landline automatically withholds my number.
They credited a cheque (funnily enough the refund cheque from FGW) I paid in on Monday to somebody else's bank account.
My complaint to them was resolved and rectified and compensation credited to my bank account within 10 minutes for a comparison to customer services from two companies.

 

[richw]

I've just popped over to Redruth station to look at telephone numbers available to passengers as I live only a 1 minute walk away.

I struggled to find mention of the 0345 number.

Most of the publications advertised the 0845 number, see scanned documentation, which are the back page of the following leaflets "Journey Alert", "Making Rail Accessible" and "Cycling by Train"

I did find the 0345 number in small print on the tiny branch line timetables. The attached scan is automatically scaled up to A4 size. The leaflet when unfolded is A5 size.

The A1 posters around the station advertise National Rail Enquiries not FGW, and has an 0845 number.

 

[island]

National Rail Enquiries are not required to stop using their 0845 number. The legislation affects a trader with whom a consumer has a contract, and passengers do not contract with NRE.

 

[richw]

National Rail Enquiries are not required to stop using their 0845 number. The legislation affects a trader with whom a consumer has a contract, and passengers do not contract with NRE.

I believed this was the case. However does not change the fact the FGW publications nearly all show the 0845 number

 

[richw]

Yesterday I received an email from FGW, in follow up as I sent an email in response to the sub standard response I had received. I have edited out a paragraph containing personal details which basically said they have sent me a cheque for the cost of my phone bill covering the 0845 number and also sending me two first class complimentary tickets for any where on their network in the next 12 months.

Dear Mr RichW

Thank you for your email to ****. **** would have replied but he is currently on leave and I am therefore replying on behalf of us all.

I was very concerned to learn about the difficulties you experienced with your refund request and the conflicting advice you were given with regard to the administration fee that would usually apply to unused tickets. All colleagues are encouraged to always do the right thing for our customers and there should have been no question over our waiving this for you. I have shared your email with our Customer Relations Manager, our Retail Manager West and the Station Manager for Redruth so that our clear customer service commitments and expectations can be reinforced across all channels.

It was also unacceptable that you were given the old 0845 telephone number for customer services, which changed to 0345 000 125 some months ago. We should have phased out all the old literature referring to this number and all staff have been briefed accordingly. Our Station Manager will be following this up, too. I have no hesitation in offering to cover the charge on your mobile phone bill and an expedited cheque payment is now being arranged.

With regard to the response you received from customer services, it is true that waiving an admin fee is discretionary but I appreciate that our making reference to this came across as though we were trying to justify the lack of flexibility offered at the station and the implication that the advice offered via Twitter was wrong. I appreciate the further frustration you felt as a result, on top of how long it took to handle your case, which was then compounded by an additional wait for the cheque to come through. We agree that cheques are not the most efficient and we are looking at ways to make our finance processes more customer friendly - but at the moment, cheques are the only way in which customer services can offer any form of 'cash' reimbursement.

 

[Tibbs]

That sounds like a good response.

Are you happy with the conclusion?

 

[yorkie]

Looks like a good outcome in the end.

 

[richw]

That sounds like a good response.

Are you happy with the conclusion?

I am, my main aim was to raise that different functions of their business was singing from different hymn sheets. This seems to have been addressed in the response. Time will tell whether this actually happens though.

The 0845 numbers are still present at Redruth station this morning, so I do wonder how long it will take to remove - Cross Country are equally as guilty though.