Great Western Coffee Shop

The CIS screens at Farnborough North have been broken for two days. Not a major problem but I thought I'd call Customer Services to report it. I just can't get them to understand that I want them to forward a message to the relevant department to have a look at it (or perhaps them tell me that it's  already in hand). All that CS want to do is give me timetable information. Who do I need to contact to report this fault?

The number given on various signs for reporting comments on the facilities at stations is 0800 912 0843 - worth a try?

A tweet to @FGW (https://twitter.com/FGW) may also help get the ball rolling, or a post to FGW's Facebook page (https://www.facebook.com/FirstGreatWestern).

That said, I had a response from the correct department some 6 weeks ago (following email correspondence) regarding the vandalised and broken CIS at my local station and it's still not been repaired.....

Done via Facebook. Jo has responded. Let's see how long it takes.

At my local station (Thatcham) the old style CIS was out of action for several months. According to FGW staff there was a cable fault and associated dispute between FGW and Railtrack as to who was responsible for repairing the fault.

I dont know if the new system works on different technologies and if so if this problem is likely occur in the future..I was on a station once where one of the new CIS displays was booting and it appears to be DHCP/IP based given some of the info coming up on the displays.

I reported a dodgey PA speaker at BRI on Thursday via Twitter. Which the official tweeter said had been forwarded to the correct department. Seems a reasonably effective way of reporting issues to be honest.

Incidentially I tweeted @greateranglia a couple of weeks back because there was no milk or clean mugs in the Liverpool Street First Class Lounge (If you can call it that :D ;) ) and I was tweeted back almost within a few minutes (Similarly speedy response time as my above tweet to @FGW ;) ) saying that they'd contacted the station staff and in no less than 5 minutes a nice lady appeared bearing some clean mugs and a bowl to take away the dirty ones and she also refilled the milk tray ;D I then had a coffee ;D

Although I'm slightly biased in terms of the FGW tweeter for my PA Speaker fault. I couldn't possibly comment that they may be a member of this forum ;D

Hmm.  I've had to warn him before, more than once, about being very helpful ...  ::) :o ;D

Quoting myself here by way of update. The Help Point/Customer Information Screen at Shirehampton has still not been repaired or replaced. It's now three months since I brought this to the attention of FGW and I have followed up numerous times by reporting it to the Customer Information office at Temple Meads. Also mentioned it a couple of times on FGWs Facebook page.

Not a dicky bird as to why FGW have deemed it unnecessary of replacement. Poor show.

I have only tried to used these help points under non emergency situations for which I question their value.

For example, earlier this week the train services on the kennet line were thrown into further chaos by late running engineering works and the CIS as normal in this situation wad dishing out automated announcements that were useless (this has been discussed on this forum before)

A call via the help point served no useful purpose whatsoever - but I am guessing the person at the other end of the line really didn't know what was going on either.

I have had no reason to use these call points in an emergency but in ths case they probably do have a value and I agree with you bnm that it should have been repaired by now.

Passenger Focus?

A poor show indeed.  >:(

The help point at Shirehampton has now been vandalised twice, the more recent attack being the more serious. The cost of replacement would fall to First Great Western and is unlikely with the current uncertainty surrounding franchise renewals.

I would like to think that TOCs have a responsibility to maintain the assets right up to the last day of the franchise, and wouldn't use that as an excuse not to repair or replace a damaged Help Point.

I appreciate this is obviously a case of vandalism, but to not acknowledge or update me after numerous contacts is a bit off.

Now if that long promised for CCTV had been installed, perhaps the miscreants responsible for the damage may have thought twice about doing it, or at least it may have provided some evidence to identify them.

Justin have sent an email to our customer information manager. So once I get a response I will let you know what the situation is.

:)

Thanks Ollie, appreciate your efforts as always.

But I shouldn't really have needed to go 'public' with this issue to hurry along a response.

---

And that response? Ollie tells me that it will be another couple of months before the Help Point/CIS at Shirehampton is replaced. It is on order apparently but no explanation as to why it should take 5 months to do that.  ??? ::) >:(

Would it take 5 months to replace a broken/damaged CIS at say, Paddington?

Poor example, that's NRs responsibility not GW. :)

Justin,

The existing help point is an older style so no spare versions. So requires complete replacement. The new one is coming from Switzerland. Not sure why it comes from them, guess that's where the supplier is.

That would explain the 5 months then. Those Swiss are so inefficient.  ::)

Is it being delivered over the Alps by pack horse?

Justin, do you know if the Parking Ticket Machine at Clifton Downs is still out of action after also being vandalised (Probably snatch and grab for cash)

I head up that way about once a fornight for an evening event. Normally take the Train having come in from Bath if the connections are right. Otherwise it's a bus.

Anyhow I've noticed in the past 3 months that it's still not been replaced or repaired. That being said I haven't been there for nearly 6 weeks so it may have changed. Not normally an issue for me as I would normally already have a ticket.

But as is often the case at Trowbridge (for Bath Spa) if I couldn't get a ticket on the train. I would be pretty peeved to arrive at Bristol and then have them delay me by queuing up for say 20+ minutes (which does happen at Bath Spa all too often) for FGW to take measy 75p from me! >:(

I appreciate a fare should be paid if a prior oppertunity were available (In this case not). But to have FGW delay you by more than 15 minutes I personally think is unacceptable. Now if the train was 45 minutes late and you spent 17 minutes queuing for a ticket to leave the station, thus taking 62 minutes for a completed journey, would you be entitled to compensation? ::) :-X :-\

There's a note on Journeycheck this morning saying Trowbridge has limted change today!   :o

Apparently they are short of 10p and 20p coins.  Very strange message to show on JourneyCheck...!

Just letting you know what I was told.

Apparently, those particular Customer Information Screen units are no longer stock items but any such individual replacements have to be made to order by the supplier in Switzerland.  :-X

[/quote]

I'll pluck a ticket from thin air in that case... :-X

Trowbridge has not had a TVM Machine for a number of years after they were removed due to vandalism! >:( :-\ :-X

This is why this is a constant problem. I have no issue with paying my fare. But the ticket office is regularly short staffed and closes early. Guards often have problems with their avantix machines or seem uninterested in a few cases at taking the revenue after Bradford on Avon. (The next 2 stations: Bath Spa and Bristol Temple Meads are both gateline manned). This leaves you in a long queue for often over 15 minutes to buy a ticket and a part of me occasionally thinks: Why should I now have to waste MY time? Even asking to go through the barriers to the ticket office to buy your ticket where their are no queues at all, you get told a flat: "No". (I wonder if that is because the gateline staff are PF trained.........) That I find incredibly frustrating and in one case I walked out of the back gate into the Down Main Side Car Park which at the time wasn't manned and walked all the way around to the ticket office to buy my ticket. On that same occasion I later heard a young chap tell his mother outside he'd queued for over 30 minutes to buy a ticket from Keynsham - Bath Spa and would next time be taking the bus (Which considering the Weymouth train was also delayed would have actually been considerably quicker!)

TheTrout, I believe the expression to use is 'I feel your pain' (and that of all the others you mention).  I'm told this blog is read by people who can do something about problems.  Surely the answer is to have travelling ticket inspectors (TTIs?) who could equip everyone with a ticket between Keynsham and Bristol.  In the old days, they used to have ticket platforms, I understand, outside the main termini.  Clearly people were held to have more time on their hands, unless a squad of TTIs got on and then got off at the terminus.  I don't know how they worked.  Keynsham seems to me to be an adequate ticket platform.

The notion of keeping someone waiting at the ticket barrier for longer than he could have taken by bus (or even cycled I suspect!) is absolutely appalling and inhuman too.

I have just had word from Ollie that the replacement CIS/Help Point for Shirehampton will be arriving in the UK from the manufacturers in Switzerland on 27th February. How long it takes to get from the Telent warehouse to the wall of the shelter at Shirehampton station is anyone's guess.

It was late August 2012 when the CIS/Help Point at Shirehampton was trashed by vandals. Although that was outside the control of FGW, the ordering and fitting of a replacement wasn't. In this day and age, should it really take 6 months for such an item to be manufactured? If it does, then the original order for these combined CIS/Help Points should have factored in the need for a stock of replacements and replacement parts.

The replacement CIS/Help Point at Shirehampton barely made it past its first birthday. Killed overnight. It appears to have been a violent death.   >:( >:( >:(

Here's the sight that greeted me this morning:

(http://i598.photobucket.com/albums/tt68/bignosemac/102_0021_zps7ca18a83.jpg)
(http://i598.photobucket.com/albums/tt68/bignosemac/102_0024_zpsd6ffeb81.jpg)

Out of shot was the 'murder' weapon. A piece of masonry from the disused platform face. So we can add railway tresspass to the charge sheet. As before, I've reported the damage to the relevant folk - BTP and FGW. Credit to the Customer Information staff at Temple Meads this morning who informed me that they'd ensure someone got out to the station as soon as possible to clear up the broken glass.

I'll also be letting the Severnside CRP know about it (hopefully they already do) tomorrow, when I shall again be asking about CCTV coverage for Shirehampton. With these CIS/Help Points costing 12^ grand a pop I think CCTV could well be a wise investment. I know Bristol City Council funding was limited and CCTV was thus only installed on the Inner Zone Severn Beach Line stations (Clifton Down - Lawrence Hill inclusive), but it's time this decision to leave out the remaining stations is revisited. I fully intend to badger my local Councillors about this as well. And I shall be speaking to the local BTP Community Support team to enquire (once I have their contact details) about extra patrols at night.

CCTV may just deter the pond life from further criminal damage and trespass. Or aid detection of the crimes. I know its not a panacea but something needs doing.

Scrotes. Toerags. Low-life scum. There is much stronger language I'd like to use.

Or possibly replacement with one of the overhead LED type displays we've recently seen get installed at many of the Oxfordshire station to replace/complement these computer monitors in a box?  Then you could just have the traditional help point with no screen.  Both of those are far less tempting to vandals, with the LED being out of reach and the help point much cheaper to repair or replace.

Well, I've heard from Ollie at FGW that this CIS/Help Point may be replaced as early as next week. So that would mean there is some spare parts or units available this time.

Fingers crossed.

Earlier today at Shirehampton:

(http://i598.photobucket.com/albums/tt68/bignosemac/IMAG0007a_zps123ababc.jpg)

A speedy replacement this time. Thanks go to FGW and their suppliers/contractors for replacing the CIS/Help Point at Shirehampton in record time. This is now the third unit. These units cost over ^12,000 each. That's ^36,000+ FGW have spent at this one station.

Really does highlight the short-sighted decision not to include Shirehampton in the CCTV roll-out on the Severn Beach Line.

I'm told that late night patrols by BTP and their PCSOs will be stepped up at Shirehampton in the coming weeks. Particular attention will be given over the Easter school holiday period. That's good news. But I think a long term solution should be to have an information display out of scrotes reach. Yes, that'll still leave a tempting basic help point for the gits to target, so CCTV is a must.

In the mean time I'd like to reiterate my thanks to FGW for getting the unit replaced so quickly. I'd also like to offer thanks to the local BTP team who, I'm assured, are taking the issue of anti-social behaviour at Shirehampton seriously.

As it happens, there was a group of youths at Shirehampton this evening when I got off the last Severn Beach bound service. Emboldened slightly by the few beers I'd had earlier, I asked them if they were travelling. The gobby one of the group said, "Yeah, we're going to Stapleton Road when the train comes back. You gotta problem with that?"

I retreated.

But I did make a non-emergency call to BTP to let them now about the group congregated at Shirehampton. Overreaction? Maybe. But there's that slight chance I may have prevented further vandalism.

Shirehampton station is quite high on the agenda of the Severn Beach Line PACT (Police and Communities Together) team ...  ;)

It's with a heavy heart that I have to report that the CIS/Help Point unit I pictured on 3rd April barely lasted a month.

Shirehampton is again without a CIS/Help Point. Screen smashed. No doubt again the victim of vandalism.

Should there be another replacement that will be number four for a total of around ^50,000 that FGW have spent at this one station in less than 3 years. Each unit, I'm told, costs in the region of ^12,500.

The decision by Bristol City Council not to install CCTV at Shirehampton, with FGW and the Severnside CRP not lobbying harder for the funding, is increasingly looking like false economy.

I notice from my local services that the slightly larger stations on the Newbury to Reafing route (such as Thatcham and Theale) have the overhanging CIS displays but the smaller stations (such as midgham) have the TV type displays

So I have two questions:

From an information supply perspective are the two types interchangeable. So for example at Midgham (and Nailsea I guess) could the tv type displays be replaced by the overhanging ones? Do the overhanging units rely on there being some form of IT network present at the station?


Just curious :)
What is the initial cost difference?

Just to clarify: at Nailsea & Backwell Station we do have the overhead CIS displays, and only the very basic help point machines, without screens, on both platforms.

I think you may have intended to refer to Shirehampton, the home station of my learned friend 'bignosemac'?

The problem there is indeed the cost of installing modern CCTV cabling to that location, as it's well outside the area currently covered. My understanding is that Bristol City Council has that on their agenda, but it's a question of prioritising limited funding ...  ::)

I was going to create a new topic, but I think my 'issue' would be best described in this existing thread.

I had a problem travelling back to Frome today. The 09:50 I was to start my journey in Southend left on time but was slightly delayed arriving into Liverpool Street Station. I gather there was a problem as we arrived in Platform 7 which is rather unusual. Nearly always Platform 12 or above.

When I went straight into the underground I was confronted with further delays as it took nearly 15 minutes for any form of train to turn up. When it eventually did we were stop, start, stop all the way along to Paddington. It must have taken just short of an hour! I reached Paddington at 11:33 when I was booked on the 11:45. I had no intention of running for any trains as I am simply not able to at the moment.

Anyhow I sent a tweet to FGW asking for the way to proceed if I missed my 11:45 booked train. I'm sorry to say I gave FGW a rather hard time on twitter this morning :-X :-[ :-\

I sent them the following tweet which was thus:


I was rather taken aback by the following response:


My initial thoughts on this were: "WOW" I mean an FOS (First Anytime Single) from London Termini - Frome is ^89.10 (Had I missed the 11:45 I would've paid ^82.50 for a via Newbury Ticket)

Well shortly after that I had SirPlasticPig join the conversation to confirm what I believed to be the correct answer.


This then got my back up slightly. Because it's not the first time Serco FGW Twitter staff have given me incorrect information (Ducks behind the Buffet Counter from Ollie who will no doubt chip in about the time I thought he had made a typo in a tweet but hadn't at all... :-[ )

FGW Initially answered as follows:

Good will gesture huh? Well when I booked the ticket on FGW's website, it did not make this clear that if a delay was caused by TfL that I would be liable for costs to a new ticket. Nor does it say that FGW may as a gesture of goodwill allow me to continue making my journey. Because they also may not allow me to continue on the ticket I had purchased.

That's when I jumped on the bandwagon:


FGW Replied:


I got more irate at this point and made the following sarcastic question; but with my business head on.


FGW replied:


I left the discussion there as I didn't want to continue ranting and raving when it wasn't really going to get me or anyone else anywhere.

---

I am at a complete loss here. In my personal opinion I think it's very draconian to ask a passenger to pay for a new ticket for what is essentially IMHO a subcontractor cockup. I define TfL as a sub-contractor as they are listed as a method of transport on the travel itinery.

Whilst it may appear I am seriously overreacting to this situation. I think this is worthy of discussion as I cannot be the only passenger customer that's been told this?!

It would also be worth knowing exactly what the rules are should I or anyone reading this forum have this problem again.

Having had a brief skim of the Unfair Terms in Consumer Contracts Regulations 1999; (http://www.oft.gov.uk/about-the-oft/legal-powers/legal/unfair-terms/guidance#named9) FGW could well be in breach under the following categories:

• consumers being subject to unfair penalties.
• consumers being tied into the contract unfairly
• consumers being denied full redress if things go wrong

I use that last one in a liberal sense. As in the case here I am being directed to purchase a new ticket rather than continue with the journey. In my opinion this is not full redress

Further source here (PDF Document):  (http://www.oft.gov.uk/shared_oft/business_leaflets/unfair_contract_terms/oft143.pdf[/url)

TheTrout to put it simply FGW Twitter are wrong.

Advance Tickets T&Cs state


Source: http://www.nationalrail.co.uk/times_fares/ticket_types/46546.aspx

I was crossing london during a potential tube strike several years ago to catch an EMT train out of St Pancras. In the end the tube strike did not happen, but in correspondence beforehand I was trying to nail them down on what I should do (obviously I would miss the booked service if the strike went ahead and I stuck to the original itinerary).

Never got a straight answer.

I believe in the past it has been advised to get the ticket endorsed, but this is not mandatory. I would just jump on the next available train now, this is a TOC/LU problem not mine (as long as I have left enough time etc.). If I was ever forced to buy a new ticket in this scenario, I would take them to court quoting the relevant act supplied :-)

Really disappointed today to see @FGW giving incorrect information to a thetrout who was travelling with an Advance Purchase ticket, facing a potential delay during their journey, and likely to miss a connection at Paddington.

Both National Rail Enquiries and the rail industry's internal guidelines are quite clear on this scenario:


And the rail industry's own internal guidance on Advance Purchase fares said:


A Southend to Frome Advance Purchase fare includes use of one of those 'partners', the tube. Ergo, a change to a later train that affords the passenger the minimum of delay must be allowed.

Telling the passenger they need to buy a new ticket is wrong. Just wrong. All they need to do is catch a later train with the same train company.

I see the 1145 you (presumably) caught missed the connection at Swindon for Westbury by a long way. What did you do then?

This: :)

(https://lh6.googleusercontent.com/-pYRjSA8fc80/U4To8A5lJTI/AAAAAAAAK5o/a-IYhK1AOzs/w1004-h370-no/HST+via+BPW+and+BRI.png)

From FGW by E-Mail this afternoon

It's always worth seeking out staff to get the ticket endorsed if you've been delayed on a preceeding leg with a through Advance, but it is worth stressing that this is not compulsory.

Just off the phone with one of my local councillors. Nice of him to call back as promised at the agreed time.

Topic of discussion was the anti-social behaviour and vandalism at Shirehampton station. No promises made of course (none expected) but he will be raising the issue with all relevant bodies. One more voice...

Next up, final draft of the letter to my MP.

I have been informed that Shirehampton CIS/Help Point 4.0 has been ordered and should be fitted sometime in the next 8 weeks.

50 grand FGW have now spent for this one station. Just think of the things they could have done with the money...

I daren't say BNM that it'll be, ehem, destroyed again shortly by whoever feels the need.

I have to say the service and response speed from "Jess" this morning on FGW twitter feed was excellent. I had a response within less than 2 minutes. I bet if I called FGW customer services it would have taken longer than that to get through the "press option 1....etc." automated system let alone any hold time they may have.

Like pay shareholders...? :-X

Redruth station undone all the good work of the Twitter feed by telling me the Twitter feed was wrong and under no circumstances can the admin fee be waived, although to be fair to the gent working the station he was calling through to the area manager and relaying the information. I have since spoke with the 03457 000 125 who have in part redeemed the customer service of the company and confirmed Jess was correct due to the circumstances. I'd taken the doctors note with me to the station as requested by Jess. Redruth also told me they cant do refunds at that point of sale anyway would that be correct?
Attached is a print of the conversation with Jess on Twitter, the 0345 number confirmed this verbally, who was right Redruth station or Jess and 0345 number

The new one is fitted. Looks nice. Doesn't do anything. Posted here verbatim is my semi-rant on FGW's Facebook page:

I'd be very tempted to try that emergency button BNM. For 3 reasons:

• It probably won't work. My understanding is the system is connected to a telephone line and the help point just dials a preprogrammed phone number dependant on the button you pressed
• Once you've established it's fully not working. FGW would hopefully on being given this information fix it very quickly. Imagine what would happen if there was an Emergency and something unthinkable happened whilst someone was trying to seek help from the help point?
• You know for your own piece of mind if it can be trusted god forbid you ever have to hit that button!

The Emergency Button connects you to the 112/999 Call Centre. I've had the unfortunate pleasure of having to use it in a genuine Emergency... (Trespassers on the Track at Clifton Down) :-X

If you did get through to the control room (which I doubt). I'd personally be honest and say why you tried it based on previous non working states. Whilst the operator may take a dim view to this. It is better to be safe than sorry and the operator may make a note that the help point is proving ironically unhelpful.

Or there is also plead ignorance and pressed the wrong button... ::) :-X

Today, I complained again at Bristol TM about the (no) Help (whatsoever) Point at Shirehampton Station.

There's been progress, of sorts. When you press the 'Next Train' button you get a bit more than just, "Please wait... please wait... please wait..." ad infinitum.

Now you get a dial tone, the green LED flashing to show it's connecting, sound of a connection being made, with the green light changing to a steady state. Then... nothing. Followed a few seconds later by a disconnect.

I'm hoping that FGW might replace this Help Point (again!) with one of the alternate style with a screen. There'll be two going spare soon as I noted today that Clifton Down is having overhead scrolling displays fitted to both platforms. It's too much to hope that Shirehampton will get one of these much more fit for purpose overhead jobbies.  ::)

On a more positive note, one of the platform planters at Shirehampton, made from old railway sleepers, has been repaired some three years after part of it was set alight. Not though with a replacement aged sleeper, but a substantial piece of fresh timber. Hopefully it'll weather to match the others. Looks a bit incongruous at the moment. Sad to see though that a couple of large pieces of the old damaged sleeper have been dumped in the cess rather than taken away. I hope that wasn't a deliberate bit of littering on the part of those who repaired the planter.

Hooray, about time.  This is what should've been fitted all along.  Much easier to read and less likely to be stolen.

On a related note, whatever happened to the parking meter style TVMs at Clifton, Redland and Montpelier?  Were they ever replaced?  And do they ever get used?  I've lost track since moving here, there and everywhere after leaving Bristol.

Still in situ. Either trashed (CFN) or non-working (RDA).

Redland does have a refreshment stand on week day mornings though. Coffee machine and other bits on a tricycle! Seems to be doing a good trade every time I pass through. I'm told that the lady running it has even started taking telephone orders from the train staff to save them having to use the outlets at Bristol Temple Meads during sometimes very short turnarounds.

http://thecoffeetrike.co.uk/about/

I am not trashed!  :o ::)



Oh: I see what you meant.  ;)