Fraudulent Facebook exchange

[PauloDavesi]

The attached file shows the response on Facebook by Northern Rail to a fair totally fair and reasonable comment made about the poor service experienced.

Is this an acceptable response from a customer service department, especially from a company that is totally dependent on public funding to survive?

 

[bussnapperwm]

Bloody hell. That's shocking customer service!!!

Edit - didn't realise it was from a fake Northern account until saw below post...

 

[_toommm_]

The attached file shows the response on Facebook by Northern Rail to a fair totally fair and reasonable comment made about the poor service experienced.

Is this an acceptable response from a customer service department, especially from a company that is totally dependent on public funding to survive?

Taken completely out of context. If you look where the photo is originally from (a Twitter user) this person contacted what they believed to be Northern on Facebook, which in fact turned out to be a fake account.

 

[Mathew S]

With my journalist's hat on... I notice that names have been cropped from this image of a Facebook Messenger chat. There's no way to see what parties were involved in the conversation.
If this is genuine then it is, of course, appalling. But without enough information to verify it's real we really shouldn't jump to conclusions.

(If, of course, the OP has the information to verify that they can share, this becomes a different story.)

 

[_toommm_]

Please find attached the response from actual Northern, and a direct quote of Northern's response: 'Hi Shaaiq, thank you for bringing this to our attention. It appears your message has been sent to a fake account that is imitating our social channels. Our Facebook page is 'Northern' whereas this is 'Northern Railway'. I also apologise for the inconvenience you have outlined (1) in your message. We have passed this to our operations team. We do advise customers to check for the blue tick on our pages that denotes authenticity & to also report this page to Facebook so steps can be taken to disable the profile. (2/2) ^TW'

This was not very hard to find, and I would possibly suggest to the OP to check the validity of wild accusations such as this, as it can defame employees of Northern. While the franchise has big failings and I am in no way defending Northern for those, most of the staff work incredibly hard and would hate to think people think this is how Northern talks to its customers.

 

[Mathew S]

Please find attached the response from actual Northern, and a direct quote of Northern's response: 'Hi Shaaiq, thank you for bringing this to our attention. It appears your message has been sent to a fake account that is imitating our social channels. Our Facebook page is 'Northern' whereas this is 'Northern Railway'. I also apologise for the inconvenience you have outlined (1) in your message. We have passed this to our operations team. We do advise customers to check for the blue tick on our pages that denotes authenticity & to also report this page to Facebook so steps can be taken to disable the profile. (2/2) ^TW'


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Thanks for posting this; I did think the original story seemed rather unlikely.