On Sunday I left a laptop on the 19:45 York to Liverpool Transpennine Express. I got off at Huddersfield and it wasn't until I got on the 20:37 Northern Rail Huddersfield to Manchester Piccadilly train that I realised I had lost the laptop. The guard on the Northern train did his best to contact TPE, but without success. However, he did more than I could have expected him to have done and I am grateful for his efforts.
On Monday I was at Huddersfield station early and explained my problem to Angela in Customer Services/Lost Property. She could not have been more helpful. She rang Liverpool Lime Street and Manchester Piccadilly but there was no sign of my computer. She then discovered that the train had gone from Liverpool to the Ardwick train depot so she contacted the depot. A laptop had been handed in but it could not, at that stage, be confirmed that it was mine. During the whole of Monday Angela tried to get confirmation that the laptop that had been found was mine.
On Tuesday, when she came on shift she continued with her dogged determination to confirm the ownership of the laptop. When she eventually got confirmation that it was my laptop, she went out of her way to get it returned to me. There appeared to be problems with communication between Huddersfield and Ardwick, but as the customer I do not know the details of these problems. What I do know is that Shaz from Huddersfield was despatched by the Station Manager to retrieve my laptop, which was in my hands this evening.
Many people complain about customer services on the network, but I would like to extend my thanks to everyone who helped retrieve my laptop for me, not least the honest member of staff who found the laptop and handed it in, but mostly to Angela without whose efforts I would not have got it back.
Everyone that I came in contact with went above and beyond the call of duty and I would publicly like to extend my thanks to them. My especial thanks go to Angela who clearly knows what the word "service" in "Customer Service" means. If she is reading this thread, she can expect a bunch of flowers tomorrow as a small token of my appreciation of her efforts.
On Monday I was at Huddersfield station early and explained my problem to Angela in Customer Services/Lost Property. She could not have been more helpful. She rang Liverpool Lime Street and Manchester Piccadilly but there was no sign of my computer. She then discovered that the train had gone from Liverpool to the Ardwick train depot so she contacted the depot. A laptop had been handed in but it could not, at that stage, be confirmed that it was mine. During the whole of Monday Angela tried to get confirmation that the laptop that had been found was mine.
On Tuesday, when she came on shift she continued with her dogged determination to confirm the ownership of the laptop. When she eventually got confirmation that it was my laptop, she went out of her way to get it returned to me. There appeared to be problems with communication between Huddersfield and Ardwick, but as the customer I do not know the details of these problems. What I do know is that Shaz from Huddersfield was despatched by the Station Manager to retrieve my laptop, which was in my hands this evening.
Many people complain about customer services on the network, but I would like to extend my thanks to everyone who helped retrieve my laptop for me, not least the honest member of staff who found the laptop and handed it in, but mostly to Angela without whose efforts I would not have got it back.
Everyone that I came in contact with went above and beyond the call of duty and I would publicly like to extend my thanks to them. My especial thanks go to Angela who clearly knows what the word "service" in "Customer Service" means. If she is reading this thread, she can expect a bunch of flowers tomorrow as a small token of my appreciation of her efforts.
