Thanks for sending me an automated reply, TransLink :’(
Yesterday I submitted a complaint to TransLink about a bus driver who has the habit of smoking cigarettes inside of the bus. I’M NOT JOKING.
This morning I was delighted to see that I had received a response, until I actually read the response. I don’t know why I actually expected to receive a non-automated response. Below is the response that I received:
”
Dear ———————————-
Thank you for your recent feedback regarding unacceptable customer service from one of our bus drivers.We regret your unpleasant experience.
Please be assured that every effort is made to ensure our drivers maintain high standards of service quality, to minimize the likelihood of a similar incident being repeated.
We will look into this incident thoroughly. However we ask for your understanding that, in the interests of privacy, no information about our internal investigation can be shared.
Sincerely,
Customer Relations Department.
This Customer Relations Incident number 185168 has been closed. If you require further assistance, please contact Customer Relations at (604)953-3040.”
I thought “I really doubt that somebody actually read my complaint, which is unfortunate, considering my complaint”. By the way, I am a smoker, so my complaint to TransLink was not an attempt at anti-smoking rhetoric.
I wrote back to TransLink. Because the bottom of the e-mail says if I require further assistance that I should call Customer Relations, I don’t expect TransLink to e-mail me back, but it would be nice to receive a response to my response:
”
Hi Customer Relations Department,Thank you for your response. Based on your reply, I am under the impression that my feedback was not read, and I have received an automated response. While I appreciate that confidentiality must be respected, I would like for Translink to confirm that a human actually read my e-mail, and took the issue seriously.Best regards,
Leora”
