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October 23, 2018, 12:16:47 pm *
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Author Topic: How long is too long to wait for a reply?  (Read 10832 times)
Transport Scholar
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« Reply #30 on: March 13, 2017, 04:49:34 pm »

Much appreciated. 

Who would like to take some bets on time taken to respond?

I waited almost 3 months end to end to get a response, I emailed Hopwood directly after approx 2 months, one of his entourage replied a week later, and I got a final reply roughly 3 weeks after that - the excuse at that time was that they had just moved contact centres which was the reason for the delay, however that's several months ago now so hopefully you'll get something more acceptable in say...........3 weeks?

You may also get a gesture by way of an apology for the poor customer service as well, but be careful about revealing it on the forum if you do, some people may take offence!   Wink
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« Reply #31 on: March 23, 2017, 09:18:45 am »

I've written to my MP about the current status of GWR's customer services after a 4 month wait for four claims to be processed.

He's now had to chase Mark Hopwood for a reply...
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« Reply #32 on: April 07, 2017, 05:53:56 pm »

So I received my reply from Mark Hopwoods office today (just shy of 4 weeks, so pretty good).

The reply was apologetic, but non-committal. I still don't know when the next meet-the-manager session is, as these sessions are still being arranged.

Is there still an obligation to hold 25 of these per annum under the revised (current) franchise agreeement?
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« Reply #33 on: April 07, 2017, 05:59:14 pm »

That'll be easy, even starting later this month
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