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Topic: FGW time taken to respond to complaints (Read 3539 times)
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courgettelawn
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I put a claim in back in mid-January for a refund for a journey that was delayed by an hour and 20 minutes and am yet to even receive an acknowledgement.
Are other people suffering such long waiting times?
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Sion Bretton
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I had a reply to a complaint I sent via E-mail. The sent at 01.40am on Saturday. Looks like they are having to work all hours to get through the back log.  |
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Graham Ellis
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Sion, I have received one or two "odd hours" replies too. I'm pretty sure that the replies are being sent from another time zone during what's daytime over there - there's a ceratin style to the English that makes me question whether it's the native tongue of the writer, and they seem to lack the geographic knowledge I sould expect from London, Swindon, Exeter or Plymouth
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Nick Field
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I believe National Rail Enquiries call centre is based in India, perhaps some FGW queries are dealt with there also ?
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Ruthg
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On the whole I haven't been impressed by the responses I have received from FGW, but my most recent letter was replied to in an amazingly quick 2 days. However as I mentioned in another thread they are not really answering the questions I have raised and I find this quote below rather confusing, on the one hand they take responsibility but on the other they don't.
"I am sorry for the delay caused by a mechanical failure on your service. We recognise that the train failures are our responsibility and we must do all we can to prevent them...As I am sure you appreciate, such conditions are clearly out of our control and I regret that the National Conditions of Carriage exclude compensation in such circumstances...
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courgettelawn
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I tried following up my written complain via their online form. However I've not even received an acknowledgement. I am slightly suspicious that they are blocking emails from me as in their last correspondence they said that they regretted that I was not happy with their service but could not enter into any more correspondence with me.
I think that is probably just me being paranoid and my complaint and claim for a refund (which I am entitled to under the NRCC) is under a large pile of others.
I will follow up and see what happens. And I suspect they have franchised out all their email enquiries to call centres: I was told this by Consumer Direct who say if you want a serious response, do it it writing to a postal address.
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James
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FGW complaints - Swindon
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Regards
James - Full on Pacer Fan
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Graham Ellis
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.... I am slightly suspicious that they are blocking emails from me as in their last correspondence they said that they regretted that I was not happy with their service but could not enter into any more correspondence with me .....
That may well be a standard paragraph .... it sounds familiar to me, although I have been in correspondence with them, and usefully so to, since I was told it  . There DOES, of course, get to be a time where a specific subject gets worked out. |
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Steve Bray
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Well I would like to award half a bouquet to First. I posted a letter to them on Monday morning about a delayed journey, and I had a reply back this morning - not just an acknowledgement, but a full reply. Unfortunately, I didn't get the refund that I believe I'm due but at least I received a swift response.
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