Defective ticket machines at Birmingham Moor St

[BREMENMURRAY]

For some time now when attempting to purchase a ticket at either ticket machine at Birmingham Moor St the machine fails to recalculate the fare when a rail pass is used.This last weekend I was delayed by one hour because I had to queue at the ticket office to get a ticket and missed my train.The Chiltern railways representative I spoke to seemed aware of the issue which raises the question why have the machines not been repaired? I accept I could have got a full price ticket at the machine but surely Chiltern have a responsibility to provide fully functional machines

 

[800001]

For some time now when attempting to purchase a ticket at either ticket machine at Birmingham Moor St the machine fails to recalculate the fare when a rail pass is used.This last weekend I was delayed by one hour because I had to queue at the ticket office to get a ticket and missed my train.The Chiltern railways representative I spoke to seemed aware of the issue which raises the question why have the machines not been repaired? I accept I could have got a full price ticket at the machine but surely Chiltern have a responsibility to provide fully functional machines

Have you asked Chiltern the question? Seeing as it is them who need to rectify it.

 

[Bletchleyite]

I assume you mean a Railcard?

I haven't had a problem buying Network Railcard discounted tickets from a Chiltern machine but it could be a new issue.

It could also be that the rather confusing user interface of these TVMs is causing the poster to do it wrong and not apply the discount.

What exactly is being purchased and at what time of day?

 

[Russel]

Have you asked Chiltern the question? Seeing as it is them who need to rectify it.

OP States "The Chiltern railways representative I spoke to seemed aware of the issue which raises the question why have the machines not been repaired?"

 

[800001]

OP States "The Chiltern railways representative I spoke to seemed aware of the issue which raises the question why have the machines not been repaired?"

Yes, I can read, I interpret that as being a member of the ticket office.

I am referring to contacting Chiltern customer care, who may actually do something about it if contacted.

My experience of speaking to ticket office staff about incorrect things is they give you an answer and that's it. Hence why I asked if they had contacted Chiltern!

 

[Russel]

Yes, I can read, I interpret that as being a member of the ticket office.

I am referring to contacting Chiltern customer care, who may actually do something about it if contacted.

My experience of speaking to ticket office staff about incorrect things is they give you an answer and that's it. Hence why I asked if they had contacted Chiltern!

The ticket office staff are employed by Chiltern, they should be passing the message up the chain, not ignoring it, after all, there was uproar a couple of years ago at the proposal of closing ticket offices...

Not sure why the emphasis should be on the customer here, they've done their part.

 

[800001]

The ticket office staff are employed by Chiltern, they should be passing the message up the chain, not ignoring it, after all, there was uproar a couple of years ago at the proposal of closing ticket offices...

Not sure why the emphasis should be on the customer here, they've done their part.

Because speaking from knowledge when a customer complains, 99% of the time the colleague will do nothing with what the customer has told them.

It helps ticket office sales if machines don't do what customers wants therefore giving a case for keeping ticket office open.

In the time it took the poster to write on here asking the question, they could of contacted Chiltern who will be in far better position to reply factually about the relevant machine, therefore giving an answer to the poster.

 

[The exile]

OP States "The Chiltern railways representative I spoke to seemed aware of the issue which raises the question why have the machines not been repaired?"

Worth pointing out that it doesn’t necessarily “raise the question” in the way the OP clearly meant. The person they spoke could have been aware of the situation because someone had told them 5 minutes previously.

 

[riceuten]

I suspect - like most suggestions passed to senior management - that any kind of communication of this nature is usually roundly ignored

 

[CyrusWuff]

I suspect - like most suggestions passed to senior management - that any kind of communication of this nature is usually roundly ignored

Or the station staff haven't passed it to the relevant team at all, potentially because the OP hasn't given them enough detail to describe the issue so they can troubleshoot it.

 

[Bletchleyite]

Or the station staff haven't passed it to the relevant team at all, potentially because the OP hasn't given them enough detail to describe the issue so they can troubleshoot it.

Or it's user error, e.g. the original poster doesn't realise there is a minimum fare at the time they are travelling for their Railcard, hence why I asked them what exactly was being purchased and when.

 

[Wallsendmag]

If there is a problem it's likely to be software, LNER also use Arrive TVMs and we haven't seen any problems.

 

[CyrusWuff]

If the OP shared the details of what they were attempting to buy and whether it was through the "Quick Fare" mode (and approximate time of day in that case) or the "Buy Tickets" one I'm sure it wouldn't take someone from Chiltern, LNER or Northern long to diagnose what the issue is and potentially suggest a workaround. (And I don't mean buying online and collecting it from the TVM!)