Customer Service?

[Jonfun]

I went on a journey t'other week with VXC and their customer service was... severely appaling. The air-con had failed, the train was full to capacity and the onboard crew would not do anything about it. So I sent an e-mail to Virgin's customer service department stating very clearly I was displeased at their awful level of customer service. Some time later, an e-mail appeared in my inbox:

Thank You for contacting us...

etc, etc.

Many thanks, Chris Walton.
Customer Relations Manager.

Oh good!

This is an automated acknowledgement to let you know we have received your email

ad: ad: :x :x :?

Oh, btw does anyone know what power source an LED taillight uses?

 

[Max]

You will get a proper reply soon, you always get an automatic one just to let you know they have recieved your complaint

 

[Jonfun]

?
Why does no one ever laugh?
Or even put a laughing smilie?

btw, the last part was serious.

 

[ChrisCooper]

Oh, btw does anyone know what power source an LED taillight uses?

Tail and Marker lights (whether LED or standard) come off the battery, so 24v. The headlights have a high voltage supply, and therefore only work when at least one engine is running, and on some great designed units (Turbostars for one) it has to be the front engine running since they don't have high voltage connections between coaches.

 

[Jonfun]

Portable ones included?

 

[Guinness]

If the LED Lights fail there is a Bracket to hang a Bog Standard (White, not Black because Bobbies don't like that ) Tail lamp to the rear of the train.

 

[Jonfun]

Yeah, what type of battery pack does it use?

 

[Craig]

The air-con had failed, the train was full to capacity and the onboard crew would not do anything about it.

And what do you expect the crew to do in such situations? They are not trained Air Conditioning engineers nor do they carry a spare carriage and foldable deck chairs in their crew bags. You are being a bit ignorant in my opinion.

 

[Jim]

I went on a journey t'other week with VXC and their customer service was... severely appaling. The air-con had failed, the train was full to capacity and the onboard crew would not do anything about it.

From what I gather, you are suggesting that the crew could of done something about it. Do you actually SERIOUSALLY think the Guard or the Shopkeeper wanted to be on that train either.

Also, what did you expect them to do about the air-con failure.

I am anticipating a reply!

 

[RJ]

Thats what I was thinking, what are the crew supposed to do about the failed air con? Go on, tell us.

And what do you expect to have been done about the train being full???

 

[Jim]

And what do you expect to have been done about the train being full???

I would of thought that was ovious, the Train Manager was going to wave thier wand about and shout "Give me more coaches"

But seriousally though, I want to know what YOU would of done if YOU were WORKING that train, Jonfun

 

[Jonfun]

Lets see;
By the opinions of the long-distance travellers it seemed it had failed before the train began it's journey. They only gave out complementary bottles of water at Stoke - the train started in Bournemouth! The capacity of the trains is a management problem - thats why I e-mailed Virgin and not complained to the Train Manager.
Anyway, why couldn't they have just reset that part of the system, for the air-con?

 

[Jim]

Lets see;
By the opinions of the long-distance travellers it seemed it had failed before the train began it's journey. They only gave out complementary bottles of water at Stoke - the train started in Bournemouth! The capacity of the trains is a management problem - thats why I e-mailed Virgin and not complained to the Train Manager.
Anyway, why couldn't they have just reset that part of the system, for the air-con?

Have you every worked on, looked at or been shown the technical systems on a train

So, you would of rather the train been cancelled, and have TWO trainloads onboard?

Your orignal post made it sound like you were blaming the onboard staff for the problems:

The air-con had failed, the train was full to capacity and the onboard crew would not do anything about it.

I think the traincrew probabally did try sorting out the air con, as most crew normally do try to fix the problem, via TMS.

So make your mind up, 1 minute you think the train manager could sort it, next you are saying he could not, so whose bloody fault do you think it was then! Maybe you should just face it, that you haven't a flipping clue who you want to blame, or indeed what the full scnerio was!

 

[Jonfun]

Calm Down, Calm Down!!!!

Here we are, if you're so insistent on having the full scenario:

Train leaves Bournemouth with no Air Con in one coach. Train Crew make no effort to remedy this during the journey. This means that the passengers discomfort was their fault.
The fact was that the train was overcrowded because the managers were incompetent enough to get rid of the HSTs and replace them with awful Voyagers (yay CrossCountry Trains!). That then is their fault. Anything else you want me put into simpler terms?

You are being a bit ignorant in my opinion

Well, maybe a bit naive. What did I expect from Virgin Trains!
If I were the TM or shop assistant I certainly wouldn't want to be on the train, but that would not give me the right to compromise pax comfort.
--- old post above --- --- new post below ---
I am assuming you like being stuffed like a sardine into a boiling hot vestubule then, Jim?

 

[Jim]

1.Train leaves Bournemouth with no Air Con in one coach. Train Crew make no effort to remedy this during the journey. This means that the passengers discomfort was their fault.


2.If I were the TM or shop assistant I certainly wouldn't want to be on the train, but that would not give me the right to compromise pax comfort.
--- old post above --- --- new post below ---
3I am assuming you like being stuffed like a sardine into a boiling hot vestubule then, Jim?

1. Were you on the train from Bournemouth, even if you were,do you know they made NO effort to remedy the situation?

2. How were they comprimising comfort, are you suggesting they should nip in to Central Rivers on route and get it fixed?

3. Where did I even suggest that, but I don't see how you can think it is the train crews fault & I really despise of people who blame crew for things that they should not be blamed for!

Answer the questions please

 

[TheSlash]

Calm Down, Calm Down!!!!

Scouser:blob5:

Here we are, if you're so insistent on having the full scenario:

If you insist we insist.

Train leaves Bournemouth with no Air Con in one coach. Train Crew make no effort to remedy this during the journey. This means that the passengers discomfort was their fault.

So, again, what do you propose they do about it? They are traincrew, not technical staff. You'd of moaned like anything if they'd taken the unit out of service. :knob:

I am assuming you like being stuffed like a sardine into a boiling hot vestubule then, Jim?

Nobody forced you to get on.

 

[me123]

I still don't really see why it's their fault. I have never had anything but pleasent staff on Virgin XC, and I think they're a fantastic TOC. Ok, so the toilets smell (apparently), OK the air con broke down, but that was an exceptional circumstance. Maybe you're being just a bit unfair here?

 

[Daniel]

The TM would have attempted to fix the Air Conditioning, it is a simple procedure in the TMS by isolating and reactivating the zone. However, as it was only a single coach that wasn't working I would imagine that it was a fault with the system which could not be rectified through the TMS.

 

[Tom]

On the Desiro's, there is an "emergency stop HVAC" button on the console which generally fixes the HVAC if it fails. Hold it down for 30 secs and voila, I suspect there are other tricks with Voyagers but TBH there is no reason why they couldn't have swapped a set at Brum New Street, they do it all the time with late Voyagers.

 

[devon_metro]

At least it didn't get cancelled...

 

[Jim]

I am still waiting for him to reply to my post!
--- old post above --- --- new post below ---

At least it didn't get cancelled...

Exactly
--- old post above --- --- new post below ---

TBH there is no reason why they couldn't have swapped a set at Brum New Street, they do it all the time with late Voyagers.

Thats still no reason to blame on train staff

 

[Tom]

True, blame Virgin Control instead

 

[Daniel]

On the Desiro's, there is an "emergency stop HVAC" button on the console which generally fixes the HVAC if it fails. Hold it down for 30 secs and voila,

Meridians, just isolate all sections, wait 30 seconds, boot AC all zones. Usually works.

 

[Jim]

Meridians, just isolate all sections, wait 30 seconds, boot AC all zones. Usually works.

I bet it was tried though, but he just won't accept that

 

[Daniel]

As I've said previously, it would have been the first thing that was done. Next thing would to be give it a good kick, and see if that works.

 

[Jim]

True, blame Virgin Control instead

They can't be as bad as FGW control!
--- old post above --- --- new post below ---

As I've said previously, it would have been the first thing that was done. Next thing would to be give it a good kick, and see if that works.

He has learnt the best trick of the lot allready!

 

[Jonfun]

Scouser

Mancunian, actually.

You'd of moaned like anything if they'd taken the unit out of service.

No I wouldn't. I'd have got the next train. :happy3:

True, blame Virgin Control instead

Fair enough.

What part of they made no effort to assist do you not understand, Jim!!!!!!!! :mad:

. Were you on the train from Bournemouth, even if you were,do you know they made NO effort to remedy the situation?

2. How were they comprimising comfort, are you suggesting they should nip in to Central Rivers on route and get it fixed?

3. Where did I even suggest that, but I don't see how you can think it is the train crews fault & I really despise of people who blame crew for things that they should not be blamed for!

Answer the questions please

Okay
1) Because I was in such a position as to have heard the complaints of the people who had been on from Bournmouth...
2) No, I refer you to my point that began when you decided to blow up a huge argument in things!
3) Hang on, I've already explained these... And don't take on that attitude - you don't make friends that way.

 

[voyagerdude220]

I am still waiting for him to reply to my post!

Exactly, "Jonfun" hasn't even had the decensy to properly admit that he was wrong to originally blame the Train Crew for the air con fault.

When I was on a double set a while ago, between Manchester & Preston, I jumped on the very front carriage, which was FC. It didn't have the engine running, and obviously had no a/c what so ever, because the vestibule was boiling, the carriage only had 2 or 3 people seated, with another woman stood in the vestibule.

I therefore ran down to the other FC coach, which was perfectly fine, engine purring nicely along as normal.

The train had 20 mins in Preston, due to the scheduled stop, to take the usual path from Preston, because of engineering works diverting the train via Stoke & Manchester.

As I stood on the platform adjacent to the double-set, I noticed the driver trying to get the leading engine to start a few times. He did so succesfully, and so got the carriage back to normal, cooling it down as well.

Just goes to show, that the staff will try their best to fix any problems, if they have the time/ability to do so.

 

[Jim]

Mancunian, actually.


4)What part of they made no effort to assist do you not understand, Jim!!!!!!!! :mad:


Okay
1) Because I was in such a position as to have heard the complaints of the people who had been on from Bournmouth...
2) No, I refer you to my point that began when you decided to blow up a huge argument in things!
3) Hang on, I've already explained these... And don't take on that attitude - you don't make friends that way.

4) I don't get what you expected them to do
1) So the people made it clear that there was no effort whatsoever made to fix the situation?
2) Remind me
3) I don't have any firends anyway

 

[Jonfun]

I didn't blame the train crew for the fault, I blamed them for failing to attempt to fix the fault. You were on a lightly used service, voyagerdude; it's hardly comparible. It shows that some crews will do more than others.
Mods, can we move this to the Quiz/Games thread - "Attack Jonfun"?