I keep thinking to maintain a public blog for all my projects and R&D, and finally have found a solution I like!

Part of the problem is I don’t want to use a website to write, and when on my computer end up writing things in MS Word documents (mostly because it is easier and I’ll always have the info at hand).

I hope this solution can help utilise the dead time I have, and allow for spontaneous writing, which I always think is better given we all write more passionately ‘in the moment’.

Also, this is a good way to quickly document issues I come across e.g. Android loves/hates/rants/tips as my next post will probably be on the good points and bad points of Android so far.

The context

I do not understand how people in the UK are expected to use public transport when for the most part it is such a hassle. Outside of London service levels are very poor with frequent delays and cancellations.

I regularly catch services run by South West Trains, and have gotten used to this. I generally try not to let it bother me as unfortunately I have to use the service and there is not much I can do about this.

However, today something happened to me that further highlights why I hate train companies. I lost my phone. But that is not what annoys me, it is the fact it was such a headache to deal with the train companies to report the loss and get something done about it (nothing happened in this respect in case you think this story has a happy ending).

I sat at a table on the train with a banana and phone in one hand and umbrella and newspaper in the other. Today the table had some coffee spilled on it so I put the phone and banana on the seat whilst parking the umbrella between my legs (no I did not enjoy that ) and using the half of the table that was clean to read the paper.

When I came to leave the train, I forgot to pick up the phone and banana (which funnily enough I missed more initially upon discovering the loss). I realised almost immediately, but it was too late to get back on board as the train doors were locked as it was about to move away.

The farce that is reporting a loss

So thinking that if I act quickly I can recover my phone. I enter the station and seek help at the ticket office (there is no customer service point at this station). I explain my loss and ask if they can contact the guard on the train as I knew the location of the phone. They said they could not and as the train terminates at the next station anyway I would be  better off contacting the station. I asked for the station telephone number. They cannot give it to me as it is for “internal use only”. I ask if they can call the next station. Was told “not we are unable to contact other stations. What a lie! I know for a fact they can do e.g. to report problems on the train track or other issues etc.

So armed with the South West Train customer help line, I telephone the service centre. They are unable to help. I must contact “Lost Property”. Called lost property, they are unable to help “call Customer Services”. I explained I had done this. Instructed to “call next station then”. OK, so I ask for the station number, “sorry we are not allowed to give the number as it is not a South West Train station but belongs to Great Western Trians, I can give you the Great Western Trains number”.

OK called Great Western Trains, similar fiasco “we are unable to give telephone numbers to the public and besides as the train is a South West Trains train you must get them to deal with it”. Errrmm, very stupid. So I explain the train will terminate at that station so chances are item will be handed in at that station (providing whoever finds it is honest). They explain if the guard finds it he will take it back to his own depot regardless of which train he is on duty on and if he is South West Trains staff then he will submit the item to South West Trains.

So getting fed up of the buck-passing and pillar-to-post behaviour I call South West Trains. To put it in a nutshell they could not care less and basically tell me to fill an on-line Lost Property form on their website when I get home (done!) and visit the next station in person if I need more help.

As the phone was expensive (£400) I decide it is worthwhile to go up the road to the next station as it is only 10 minutes away. Once I am there, I’m informed that I have wasted my time as they are unable to help in these matters and I need to contact the national numbers. Explaining to them that is what I have done and why I”m here is futile.

Anyway, I give up. I went to the office, filled in the online form  and submit it. I think the form is just a placebo as it does not provide any acknowledgement the details are submitted anywhere e.g. email confirmation or even a webpage saying “thank you, your report has been submitted and will be handled soon” or any reference/case numbers of any sort.

The Aftermath

I basically come to the conclusion that…

• Because the train operators have a monopoly they do not care about their customers.
• The processes they have in place a deliberately complex to deter customers reporting or complaining about issues (hence less work for them).
• Staff are apathetic and do not care about customers really.
• It is not worth being nice to the train staff. I am usually very polite to them. Now I will grunt and moan like everyone else on the train.
• It is not worth looking after the environment e.g. I usually pickup my litter (banana peels etc.) and bin them conscientiously to make the environment nice for others. Now will not bother so much

What can be done to improve things?

Unfortunately not much. Unless train companies and staff are incentivised to help customers e.g. with performance related bonuses (that are governed by an independent third party), they simply will not care.

Their alignment of goals are not in-line with that of their customers. They may say they are, but the truth of their actions speak much louder than their words.

However, unless we as individuals actully take time and energy to kick-up a fuss, we will simply encourage such behaviour. Hence, I shall not be making formal complaints about this and the myriad of other issues that have been biting away at me (which cumulatively have added up and so caused to rant my frustrations here).

I will also join consumer action groups to complain about train pricing and service levels. So well done South West Trains for motivating me not to be apathetic myself.

This blog is more a place to organise my thoughts and keep track of all the interesting things I come across on the Internet. I hope those reading it (heh, if anyone) will also find some value in this.