Misreading questions?

I

On Monday March 2^nd, 2015 there was a shortage of announcements at Bellville station. After engaging with commuters, I wrote the email below to senior management and the station management.

Evening

With Metrorail's inability to communicate proactively, I'm forwarding this email.

Apparently there are little to no announcements on when the next train to Muldersvlei would arrive and depart. There was one scheduled for 17:35 but no announcements on why it is delayed or when it would arrive.

Could you answer the following:

What is the interval time between announcements, in general?

What is the interval time between announcements, per line (e.g. Muldersvlei trains are made every 60 minutes)?

Then and there's possibly no policy on this:

- what is the prescribed time interval for announcements?

- what is the prescribed time interval for announcements when trains are delayed by ±15 minutes?

Look forward to a response

This morning I received the following email and then replied on it…

Sincere apologies for the delay in response. Unfortunately I was unable to respond as there were more serious matters requiring my attention. The delay in response was not intentional.

According to records on hand, announcements were made as early as from 13H15 from CMOCC, in informing customers of delays on the Northern line due to defective points at Bellville and defective track circuits at Eerste River and Kraaifontein.

We also have the automated railcom system which is set to announce every 15 minutes. However, yesterday the railcom as well as the PA system  was down at Bellville, which rendered it impossible to make announcements in the morning and a big portion of the afternoon. However, approximately 16h30, the technicians had managed to repair it. Regular announcements were then made.

I would really urge you to please approach us if you experience any problem at Bellville station. If I’m not in my office, you will find me at Platforms 4&9. Those are the platforms where we experience most of our challenges. Furthermore, I would like you to report any staff member who does not treat you with respect or is rude to you. This is the only way in which I will be able to appropriately deal with the staff member.

As a standard however, I always emphasize to staff to always focus on customer centricity.

Please feel free to contact me, if you are at the station and the staff member fails to assist you.

My response:

I doubt 7 other commuters who were standing on Bellville station (since 17:00) could be wrong and not have heard any announcements.

Also note you have not answered my specific questions, but given a response to my introduction.

Trains were delayed by 60+ minutes, but this was not announced and only @CapeTownTrains tweeted 40minutes - and even after sending them tweets to tell CMOCC to check their facts, I was just ignored.

I have said this before, and I'm glad the RM agreed with me - do not underestimate the commuter. I might not have studied rail, but with basic education I can read the delay and make the math. Why is it not possible for Metrorail's Operational Centre to have better communication with (1)drivers) and (2)stations.

I know you dealing with bad management and bad (no) planning of the past, but currently you contributing to bad management and bad planning (and PLEASE DO NOT MISQUOTE me! I'm not saying any manager is bad, I'm talking about the organisation - meaning Metrorail as a collective, because everyone is not playing the game along)

I then received this email:

If a staff member did not in any way assist you, please lay a formal complaint and the matter will be dealt with according to the company’s internal processes.

You must however bear in mind, that in any corrective action process, I must adhere to the audi alteram partem rule, affording the employee an opportunity to state his or her case. Your evidence will thus be crucial in such process, therefore my request to reduce your complaint into writing and availability to attend the internal process.

This will greatly assist us to correct any unacceptable behavior towards our customers.

The following was my response, before I received a call saying the manager will pursue legal action as I am attacking the manager’s character and in the email I’m saying the manager is incompentent (I’m still trying to find that part in the email)…

The issue is not staff member/s. The issue is announcements that were not made. Now have you not added the 16:30, I would have said thank you - but you creating loopholes for me to criticize.

You also failed to answer two very specific questions.

- What is the interval time between announcements, in general?

- What is the interval time between announcements, per line (e.g. Muldersvlei trains are made every 60 minutes)?

As said in my previous email, SEVEN commuters I was engaging with did not hear an announcement between 17:00 and 18:15 regarding Muldersvlei trains.

I am well aware of affording a staff member the opportunity to respond to a complaint against the staff member and in this case xxxxxxxxxxxxxxxxxxxxxxx a complaint would be against you for poor management on Monday March 2nd, 2015 by failing to ensure adequate communication to commuters. 

Besides no action ever taken against a manager of Metrorail, the above is a complaint I do not wish to log, as I believe an honest and straight-forward answer - yes there was a lack of communication and there are no guidelines on the interval time between announcements and we will apologize to commuters this afternoon every 30minutes from 16:30 to 19:00 - can solve this issue.