Buyer error, followed by excellent customer service resolution.

[whole diary]

[JayMac]

A couple of days ago I purchased some tickets on behalf of a relative. Grabbing a bargain in the GWR^▸ (Great Western Railway) January Sale.

I'd logged into my account and selected the tickets needed. When it came to the delivery address I put in my relative's address details but mistakenly entered my own postcode. I then completed the purchase. I only noticed the postcode mistake when I read the email confirmation.

I called GWR customer services to see if my error could be rectified before the ticket order was processed. I was told this wasn't possible and should just wait to see if the tickets turned up. If not I was to call back the day before outward travel. But no promise the undelivered tickets would be replaced.

Entirely my fault but I thought I'd ask on GWR twitter why there was no process in place to amend details entered in error. An exchange of direct messages confirmed the process was fully automated with no way to amend delivery address.

GWR twitter were of the opinion that the tickets would be returned to sender. My own enquiries suggested they should be delivered to the right address in time for travel.

However, because there was no certainty, the GWR twitter operative decided to offer me an e-voucher to the value of the original transaction. There were still sale tickets available for the same services at the same prices, so, with the £60 gesture from GWR I was able to make the same purchase again.

Truly remarkable customer service considering the fault was entirely mine.

Thanks GWR! 😁😁😁

[Chris from Nailsea]

Some of them are still speaking to you, then. 

[ChrisB]

Did the originals get delivered? I'd expect them to, maybe a day or so late while Royal Mail redirected them from the post town in the erroneous postcode. I'd be quite surprised if they don't appear

[Alan Pettitt]

I don't think that there would have been a problem, when a friend posted a letter to me from Trowbridge, writing the postcode as EH** *** instead of EX** *** it only took one more day to travel to Edinburgh, get re-postmarked and return to be delivered to my correct address.

[JayMac]

I expect both sets of tickets will be delivered. If so, I'll arrange for one set to be returned.

[JayMac]

Some of them are still speaking to you, then. 

Non identifying twitter handle.

That said, my email address was given in the direct message, and there's this thread...   

Yes, I've been critical of GWR^▸ (Great Western Railway) Customer Services in the past. And may be in the future. And I don't agree with GWR's decision to award their CS contract to Capita. Doesn't mean I won't engage with them as required. And It's important to tell others when they go above and beyond. Praise when praise is due.

If I'd lost out due to my error I wouldn't have moaned (too much) about it here. I was at fault.

[TaplowGreen]

That is indeed remarkable service, and I will bear that precedent in mind the next time I see the standard GWR^▸ (Great Western Railway) "we can't replace lost tickets" line trotted out on Twitter or elsewhere!

It mirrors my experience with the "we won't pay for taxis" line during severe disruption.....every time I've written in with the receipt & a polite request, they've paid up!