Unfortunately, the passenger rail provider has been the victim of glitches in their dedicated systems, which have been further plagued by incompetent employees who are reluctant to take action to resolve the problems when they arise.
For example, Amtrak was one of the first companies to introduce an automated “worker“ on their communications system (dial-up phone lines) to field calls, provide ticket information, and book tickets.
Amtrak customers who attempted to facilitate the automated service were often frustrated beyond belief after encountering snafus that were time consuming, caused confusion - and in the final analysis - rendered the service a joke.
For instance, when customers dialed in, an automated individual proceeded to guide consumers through the ticket processing.
Unfortunately, the system was fraught with problems which ended up leading customers in dizzying circles.
For example, if an individual turned - and a background sound floated into the receiver - suddenly the computer-generated person would interrupt and utter up a series of queries.
“I’m sorry. I didn’t her that. Please try again.”
The equipment was more apt to pick up deep background sounds than those spoken directly into the telephone.
On occasion, when I tried to use the system, I noted that my destination was San Francisco, for instance.
“San Jose," the computer would ask for clarification.
No, I would reply back politely.
“San Francisco.”
At this juncture, the Amtrak "clerk" might offer up another city like “San Diego”, even though the destination city was distinctively different-sounding than the one requested.
At this point, I'd want to take the receiver and try to knock some sense into it.
Before I could, another typical response would annoy the he** out of me.
“Let’s start again. I didn’t hear you."
At this point, the whole booking process would go back to square one - at which point - I just punched in zero for operator.
"Sorry I couldn't help you," the machine would lament in what appeared to be a sympathetic voice!
"Please hold."
Although there was a promise to have an operator take the call, the waits tended to be excessively long.
Meanwhile, while I remained on hold, the automated employee would continue to cut into the line and offer assistance again to “speed” things up.
Forget it, baby!
Now, because of the introduction of the Internet to most business services, Amtrak has set up a website.
And, the problems persist in the new rich media as well.
Doesn't anyone at the executive level at Amtrak have the intelligence to facilitate these leading-edge technologies for the better good without screwing up?
Shortly after a customer attempts to locate a route for a train, an automated robot appears on screen, and begins to offer his assistance.
First hand, I discovered right-off-the-bat that the cute little animated character was pretty much a waste of time, too.
On every occasion he failed to deliver up the responses I sought to purchase and book my ticket.
But, the most frustrating oversight occurred on their “shopping cart” page.
If a tourist books a ticket online, it is generally sold at a discount price.
Hence, the reason why many travelers are inclined to go that route when they plan a trip with Amtrak.
However, one major glitch - which causes funds to be placed on "hold" - was particularly disturbing to encounter from a company that claims to be slick, with it, and professionally able to compete in the marketplace.
For instance, Amtrak does not accept all credit cards at their web site, for some inexplicable reason.
If a consumer inputs their credit card data and security code number on the reverse - if it is not one honored by Amtrak - instead of informing the individual that the card has been rejected a dialogue box directs the individual to input the information again.
If an individual follows that instruction, it will be rejected again, but get this.
The person’s credit card carrier will post notices that two pre-authorized charges are in process - and proceed to hold the funds - in spite of the fact the ticket was not booked or confirmed!
But, the scenario gets worse, when the customer contacts customer service.
In spite of the fact Amtrak is capable of verifying that charges have been posted - and funds are being held - the employee refuses to issue credit back or release the pre-authorized charges.
“I’ll need your credit card carrier to fax me a request with the details of the transaction,” the snotty employee is likely to inform the startled consumer who is furious by now and foaming at the mouth.
What a load of Bull**it.
When the problem arose the other day when I attempted to book a train ticket, I pointed out that Amtrak had an obligation to program their web site so there is proper disclosure.
For instance - I noted that if a transaction was not being processed due to a glitch in the system or because the card was not acknowledged by Amtrak - that a dialogue box should inform the customer their card was rejected.
Instead, Amtrak instructs the individual to input the information again, without any warning that their card will have funds held on each occasion they attempt to book on the site.
That oversight was bad enough, but it really got my goat when the Amtrak clerk refused to admit they failed in their legal obligation.
“No, it’s the fault of the credit card carrier,“ she huffed.
Why, pray tell?
“Because their card is not accepted by our system.”
“Then, you are required to inform the customer of that fact. Instead, your web site willfully and wrongfully instructs the person to input the info a second or third time resulting in illegal holds on funds in their accounts," I angrily retorted back.
The woman was either not too bright, or was refusing to admit fault, to avoid liability.
Well, at least Amtrak brass taught them one important thing.
Deny! Deny! Deny!
And, never admit fault, or acknowledge a failure to disclose or properly protect the rights of the consumer.
Isn't that what this was all about?
At this juncture, a call to my credit card carrier confirmed that I was right in my assumptions.
However, it should be noted that my threat to complain to Amtrak’s President & CEO did not fall on deaf ears.
In spite of the fact the operator protested up and down that she was unable to fix the pre-authorized charges (for three times the sums due) the employee at MasterCard noted that the items had been reversed moments earlier.
On the phone, Amtrak’s booking agent lied to me about being able to correct the problem.
In retrospect, it was obvious that when push came to shove - and a complaint was in the offing - that the woman finally got off her butt and took the action she should have at the offset of the phone call.
Uh-huh!
Squeaky wheel gets the oil.
If you ask me, employees like that individual are a discredit to Amtrak, should be disciplined (or taken off phone duty) or fired.
Until Amtrak wakes up and smells the coffee, they're just spinning their wheels!
No comments:
Post a Comment