Tag Archives: Bad customer service

Only Child asks: Are Toronto buses missing their schedules?

TTC bus today

 

When I was a child, my mom and I would play a mild form of roulette to catch the bus. Our street was halfway between two stops so we would walk the very short half block to the main drag, look both ways, and decide which bus stop to go to. Sometimes we could actually see the bus coming and sometimes we couldn’t. But there was always the chance the bus would show up as we walked (or ran) to either stop.

Fast forward to today. Bus schedules for each route are shown on the TTC website. Any “alerts” as the TTC calls schedule interruptions or changes are posted and continually updated. Those with smart phones can get an app so they can get up-to-date bus arrival times. A few bus stops have digital information with arrival times for the next two buses. Subway station bus levels have electronic times posted that change to match the actual bus schedules.

So all should be working well – even when buses are delayed for some reason. AND WE BUS RIDERS SHOULD KNOW ALL THIS BECAUSE THE INFORMATION IS ACCURATE.

Hah!

Here’s my experience… or some of it.

From where I now live I can take four different bus lines – two stop at the stop near my home and all four stop a long block away. Usually I check online before I leave to see what’s what with the schedules and any alerts including construction nonsense.

Might as well save my time and eyesight, though because…

The Woodbine bus does run to schedule – its own schedule which seems to be timed about halfway between the actual schedule posted online..

The O’Connor bus – well it will take you for a ride (or not). Even on Sundays when there is no construction in the way, the drivers (and in some cases their supervisors) can’t get it right. Last Sunday I was coming home from some grocery shopping – no problem with the subway, but when I landed at the subway station to switch to the bus, it was “fun and games”. The electronic schedule said that one O’Connor bus was now due. I can take either one to get home. So, that was good. A bus did come in right away and stop on the O’Connor side of the bus platforms. But its sign said “Coxwell 22” bus, which means it was going the other way on Coxwell Avenue. So after unloading the passengers, it drove around to the other side of the station where the Coxwell bus picks up passengers (and unloads them too). Furious, I returned to the electronic schedule on the wall. Now the O’Connor C was scheduled to arrive in 14 minutes and the O’Connor A in 18 minutes.

Guess what probably happened. The a****** supervisor probably gave the O’Connor bus driver instructions to switch to the Coxwell south route because of the bridge work there and a festival being held by the Lakeshore. Meantime the Coxwell buses were arriving okay and people got those buses. So what was the problem?

The O’Connor buses? The C was late and arrived a couple of minutes before the A. I boarded the A. Both buses took off right away from the station like a herd of elephants was after them. (Maybe that should have happened earlier). As the A bus beetled out of the station, another A bus was entering. My A bus was right behind the C bus, until the C turned down one street.

This is a regular occurrence. So is the change of drivers’ nonsense. I don’t know if the drivers themselves are arranging to switch at stops partway along the route instead of the subway stations (or wherever the end of the line is) like they should – just for their convenience, or some you-know-what supervisor in his or her “wisdom” is telling them to do so. But it is annoying to have the driver suddenly grab his bag and leave the bus – often with not telling us why – because his shift is over. Sometimes his replacement driver doesn’t arrive for some time.

Customer service?

I have sent in complaints to the TTC before on these shenanigans, but is anybody doing anything about it?

It would appear not.

I have a courtesy rule. When I get off a bus, I say “thank you” to the driver. But not when they are late or do the driver switcheroo mid-route – especially if it is after dark.

Too bad I can’t afford a cab or Uber.

Will I be forced to hitch-hike?

As for my late Mom – she is probably rolling around in her grave. Or her spirit is frowning. She definitely is not laughing.

Anybody have similar experiences with public transit where you live.

Let’s share stories.

Cheers.

Sharon

Only Child Writes

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Filed under 1950s, 1960s, Customer Service, Mother, Only child, Public Transit, Toronto, Toronto public transit, TTC buses

Only Child’s Mother’s Day was mixed bag

Martin and I outside Allen’s  on Mother’s Day

Mother’s Day in Toronto was grim, gray, cold, windy and later rainy. So I was looking forward to a bright light in the day – brunch with my son, Martin. At my request he had booked a table for brunch at Christina’s a different restaurant than usual. But when I arrived a few minutes after him and walked over to the table where he sat, I got a shock.

Martin told  me that when he came to the table he was told that they weren’t doing brunches today, only regular lunch and dinners. I spoke to the waiter and then the manager. They also told me they weren’t doing any breafasts and the owner said that this was just for today, not other Sundays. I looked around at the almost empty restaurant.

On Mother’s Day? What was the owner thinking? Does he live in another universe? And this obviously stupid move was NOT on their website. I had checked the website before Martin reserved..

Martin and I didn’t have to talk about this much. We agreed to leave and go elsewhere. So we walked out. He called our usual Mother’s Day brunch spot – Allen’s on the Danforth and managed to book a table starting in fifteen minutes. He started to call for an Uber but I said we could walk it and I had to stop in a green grocers on the way there to get some lettuce. Which we did.

Allen’s was like old home – food and service. And they had brunch including his favourite salmon and my two scrambled eggs with hash fried sweet potato. We told the waiter about our experience at Christina’s and said we should have come here first. So, Martin and I had our bright spot with Mother’s Day. And outside on the small patio, he took a shot of us – well fed and happy. I’m glad this worked out because I relish the time I spend with my son. We are both busy – him with work and the band he plays guitar in (Beams), so we don’t get together too often and  so connect on Facebook. I missed Martin’s partner, Juni, who usually comes with him, but she was just getting over food poisoning. I’ve had that before and it is not nice.

Both Martin and I discussed what to do about Christina’s. I said I was going to do a bad review on Yelp and he was going to complain via the company he reserved the table through online as they would email him a request for feedback. So, I joined the Yelp crowd and posted my review of both restaurants. For Christina’s and for Allen’s. And I just looked and it appears to not be there on  Christina’s. But I was straightforward, not rude. No reviews are posted there after May 10, so maybe. I’ll wait befoe reposting. Christina’s bad service does get a mention on my Yelp Review of Allen’s here. Scroll down. It’s under “Sharon C.”

So, I learned a couple of valuable lessons.

It is important to spend time with your family.

It is also important not to let businesses screw around with your well, business, and/or engage in false advertising (remember this change was not on their website).

It is also important to take nothing in life for granted or you will be screwed. Something I have to keep reminding myself.

A belated happy Mother’s Day to all mothers.

And the weather? It is supposed to be warmer and sunnier this week with just a bit of rain. But I’m not taking that forecast for granted.

Cheers.

Sharon

Only Child Writes

 

 

 

 

 

 

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Filed under Consumer action, Customer Service, Family, Martin Crawford, Resaurants

Only Child on people’s stupidity wasting my time

Your customer service rep today

Lately I’ve been getting up feeling that there isn’t too much to look forward to for the day – or I have one or more nagging problem to face. Even today, on an untypical winter’s day. Sun is shining and it going to be warm – 54 F on the old scale.

I’m feeling better now and I think it is because I’ve been busy tackling my time and getting back on track with starting my workday on time. I also re-recorded my voice mail message – much shorter and to the point – starting with if this call is personal, please call… and I state when – not during my business hours. I also mention when I will take calls for writing and editing. And I finish with “Or leave a brief message. Thank you.” Emphasis on the “brief”.  I don’t want your life story as some do. Now, with long messages, I will delete them once the life story finishes, that is.

I also thought a brief summary of some of the ridiculous problems I’ve been dealing with the past month – at least 90 per cent caused by “outside”, i.e. I didn’t cause them; they were caused by big business, government, other people, etc. But I’m stuck with fixing the problem. So, here is a short summary of the most ridiculous. People can be so stupid. WARNING: I name some names.

1. I belong to CARP – the Canadian Association for Retired Persons (a misnomer as members can be anywhere over 45 and many of us are not retired). But they are good with advocating for our rights as older people, especially to  government, plus you get deals with things like insurance and pharmacies and they publish the Zoomer magazine. But apparently their in-house administration needs some fixing. My membership runs out the end of February according to my membership card. For the first time I did not receive a renewal notice (I’ve been a member for more years than I can remember) so I phoned earlier this month. My “new” card arrived a week ago – dated February 2018. What’s wrong with this picture? i phoned and complained and asked for a correct new card to be sent to arrive by the end of the month, send it priority post if necessary and that because they screwed up I deserve that – this latter after they said it takes two to three week to send it out. Well, they didn’t listen -priority post would have gotten it here before now, which is one week later.

2. Empire Life Insurance Company which has had my life insurance policy for years and increases the payments every year, but never tells me ahead of time or how much. Just sends me “threatening” letters six months or so before the fiscal year is  up or after, stating that my policy will  be cancelled if I don’t pay X$ right now. I have repeatedly phoned them on this, stating I have no problem paying any quarterly increase that starts with each new fiscal year – but they have to let me know what the quarterly increase is. This year I did the math on the amount they say I owed until August 1 (fiscal year end/start) and it works out to the two quarterly payments I still owe when I am billed for each quarterly. I was just going to pay the current quarterly when the annual nasty letter arrived. This time I think I got someone who has some idea what she is doing and she said she would put a note in my file that I requested receiving notice of the actual quarterly increase a month before the fiscal year end/beginning and to just mail in the actual quarterly payment due now and the next one in May. Which I did for the quarterly then due. And I have complained about Empire Life to the Insurance Bureau of Canada and they said they don’t cover life insurance – just car and property insurance companies. I have also looked into getting life insurance elsewhere but have been warned to be careful here. Maybe I’ll go to CARP again on it and see what they have to say. Oh! When I get my new correct membership card.

3. I wasted last Thursday morning on the phone with Dell Canada trying to extend the service warranty on my leased desktop PC for another year. I might have been asking for them to deliver the sun and the moon. Except for instructing me how to do a check on the hardware in the computer to make sure it was all working (it was 100 per cent), the customer service rep in the finance department I got didn’t know what to do (she kept putting me on hold to check with her supervisor) and I had to repeat several times what I wanted and how I was going to pay for it. She finally gave me a quote and transferred me to someone else to take my payment info. Then back to her and after waiting some time she told me that there was a problem processing it but it wasn’t my card – it was Dell but she worded it like the problem was connected to me paying with a card. After being put on hold for more time, I hung up and tried to call back (to get somebody else) at the number she gave me. I got the usual Dell runaround from operator to operator to wrong country to wrong department until I landed back at the original place – but with la different rep who knew what she was doing. She got me a quote and it turns out the first rep had quoted higher because she had included a laser printer. Huh? I don’t have a Dell printer and that was never discussed with rep No. 1. This rep No. 1 had emailed me a “how am I doing?” email – twice – while we were still talking and there was a link to her supervisor. So I emailed him to complain. Got a quick reply and he wins the prize for stupidest person on the earth. He said the first rep. did it right, there was a “tool” causing the processing my order problem (Tool? We weren’t gardening or doing house repairs here? Did he mean software?). His grammar and spelling were atrocious for a supervisor. And he didn’t even apologize. But I may have gotten my just desserts in all of this, though – when I filled in the survey form that came in yesterday.

The list goes on. But that’s enough. People can be so inconsiderate and stupid.

So, I’m looking out the window at the sun shining and hoping I can go for a walk at lunchtime.

What is one stupid problem caused by someone else you had to deal with? And how did you deal with it?

Cheers.

Sharon

Only Child Writes

Something to look forward to in a few months

 

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Filed under Complaining tactics, Consumer action, Insurance, Only child, Problems, Seniors, Snafus, Zoomers

Only Child dismayed with bad customer service

Only Child  contemplates quality vs quantity of life

Only Child contemplates bad customer service

The past few days have brought me grief dealing with some retail. Not talking big box like Target or Staples, but small independent retail and one small chain. All businesses that I go to regularly. Now they seem to be forgetting this thing called customer service. Maybe they ate too many Easter eggs.

It all started on Saturday when I headed down to the Danforth shopping area in Toronto – it is called Greektown although many shops aren’t Greek. But the area’s charm includes it is not a mall but all street shops, the majority small, independently (sometimes family) owned.

My first stop was the shoe repair I had been going to for years. Usually the two brothers who own it go out of their way to help customers. One even delivered a mended purse to my door because it wasn’t completed at the time promised and I couldn’t return an hour or so later as I had a client meeting.

So imagine my surprise and dismay when I found a “Sorry, closed Saturday” sign on it. True, it was Easter weekend, but Saturday was not a stat. holiday. I had to carry my running shoes around with me as I did my grocery shopping. This closure seemed to get the bad vibes and bad service going wherever I went. And no, I wasn’t expecting that.

Among other items, I had to buy gluten-free rice crackers as I’m one of those supplying the snacks for an event this evening. I knew that No Frills carried them at a price I could afford, but I was trying to avoid that extra trip to another area.

Next stop was Healthy Planet to get some health supplements. While there I looked at the rice crackers selection and found one only 60 cents more than those at NF. The cashier rang them in – with sales tax. Excuse me. I told her there is no tax on rice crackers. She said they are a snack so there is tax. I said “Rice crackers are not a snack. I don’t pay tax on rice crackers when I buy them elsewhere.” She said something about that’s what they are set up in their (computer sales) system. I refused to pay for them, left the crackers and walked out.

I checked a couple more places for rice crackers. While no bad service, they sold only expensive rice crackers. I’m on a budget.

I also went to Strictly Bulk to get some Fisherman’s Friend. Those throat longezes cost much less there. They didn’t have the original version, just the cherry. When I asked if there were any in back, I got a no and when I asked when they would be getting in, the young clerk said, “next week.” She couldn’t narrow it down to what day but did finally call her supervisor. The supervisor’s answer? Sometime next week. They are doing business with the public and they don’t know when their supplies are delivered? (mental picture of me scratching my head here).

So, I finished my Danforth shopping, took all those groceries home on public transit, put the purchases away, and headed out the door again for No Frills Grocery chain store. Fortunately it is not far away from me. So I walked the three-quarter mile each way instead of taking the bus. Yes, they had rice crackers and even somewhat fancier ones than I usually buy at a price lower than those at Healthy Planet. So I bought two boxes.

This tale of bad service doesn’t end here. Yesterday, which technically was Easter Monday but only governments and schools had it as a holiday, I returned with my running shoes to the shoe repair shop on the Danforth. It was open but only one brother was there. In a somewhat unfriendly tone he said that his brother was away for a week so he wouldn’t be able to fix my shoes until next week and it would be better if I waited until then to bring them in as then they would only be in for two days. I mentioned I had brought them down Saturday and the place was closed. All he said was “I know.” No apology.

Sheesh! I can understand the brother taking a week off at some point. But around a long weekend? And it might have been better to stay open at least the Saturday to get some of the work done.

I’ll probably bring my shoes in there next week but I’m considering looking elsewhere after that. Don’t know where. There is a shoe repair closer to home – in a mall – but last time I checked there they wanted all the cost paid before they did the work. The excuse? People just left their shoes and boots there. Well, they could charge a small deposit. I do with my editing clients.

I can’t help comparing this to when I was growing up in the 1950s and early 1960s – there was an independent shoe repair place a 10-minute walk from home. You could sit and wait while they fixed your shoes. Now, I’m not expecting this anymore – way too many people needing service for shoes, etc.

But a little empathy and understanding for the customer might help. And what happened to apologizing in person?

All this makes you want to stick to the big box stores only.

Anyone else have some bad customer service experiences with small retail?

 

Cheers.

Sharon A. Crawford

Only Child Writes

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Filed under 1950s, 1960s, Grocery Shopping, Only child, Sharon A. Crawford