WARNING re TRAIN GENIUS

James000

Email now received:


Dear Mr XXXXXXX,

Thank you for your email.

I'm sorry to hear that tickets for the booking made under ref: XXXXXXXXXXXX didn't arrive within the time frame expected.

I would like to offer my sincerest apologies on behalf of the Traingenius Team for the level of service you have received in this instance. I assure you that this is not indicative of the high level of service that we aim to provide our customers and can assure you that the staff who you had spoken to will have any knowledge gap identified and addressed.

I understand that a senior member of the team has also been in contact by phone this morning to discuss the issue with you and that a replacement set of tickets has been arranged for collection at the station. An email with details of the replacement booking has ben sent, but I just wanted to confirm that the tickets can be collected using reference number XXXXXXX and any credit or debit card.

Once again I would like to apologise for the inconvenience this may have caused you and hope that you find future dealings with us much more pleasant.

Kind Regards,

Rebecca
Customer Service Team

DoaM

A good result ... just be careful that they don't charge you again for the tickets when you collect them. (The word "any" makes me suspicious ... if they'd said "the card used when booking" then I'd be less suspicious).

James000

DoaM wrote: »

A good result ... just be careful that they don't charge you again for the tickets when you collect them. (The word "any" makes me suspicious ... if they'd said "the card used when booking" then I'd be less suspicious).

It's funny that you should mention that DoaM.......I found that strange too, and fired off the following email to "Rebecca"......



Hi Rebecca and thank you for your email.


The money for the tickets has already been taken from my card. I'm presuming that putting my card in the machine is only to identify me and that my card will not be charged again?


Secondly, normally when you use this method (collect at station machine) one must insert the card one made the purchase with, but your email states "any credit or debit card". How will the system identify me if I insert a different card from the one originally used to make the online purchase?


Finally, thank you for the apology. As I said to your polite and helpful staff member John on the phone earlier today, I shall consider the matter closed on receipt of my tickets (provided I am not charged twice), and shall inform both my MP and a consumer lawyer, both or whom are taking great interest in this matter, that I now consider it closed. But not before then. I'm afraid the incompetence, lies and deceit of your employee XXXXX XXXXX yesterday have left a very sour taste in my mouth.


Please explain re the card/payment as detailed above.


Kindest regards,


XXXXXXXXXXXXXX

KeithP

James000 wrote: »

...normally when you use this method (collect at station machine) one must insert the card one made the purchase with, but your email states "any credit or debit card". How will the system identify me if I insert a different card from the one originally used to make the online purchase?

These replacement tickets will have been 'purchased' using something other than your original card - an in house purchasing system maybe.

You card cannot easily be related to that 'purchase', and in these situations it is usual to allow any card to be used. You, or someone collecting the tickets on your behalf, are identified by the reference number they have supplied.

This is similar to the process used for corporate purchases, where perhaps a company purchases a ticket and an employee collects the ticket. The employee will not have the card used to make the purchase.

James000

DoaM,


I've now had John on the phone to me again. He reassures me that in instances like this they are able to override the system in order that it will accept any credit card. This is used for example in situations where someone turns up at the train station with the wrong credit card or a husband books tickets for his wife and she goes to pick them up, forgetting to take the husband's credit card etc. etc.


Bottom line is I'm assured by John that any of my debit or credit cards will work and I will NOT be charged again. I will of course check, just to make sure.


Cheers.

James000

KeithP wrote: »

These replacement tickets will have been 'purchased' using something other than your original card - an in house purchasing system maybe.

You card cannot easily be related to that 'purchase', and in these situations it is usual to allow any card to be used. You, or someone collecting the tickets on your behalf, are identified by the reference number they have supplied.

This is similar to the process used for corporate purchases, where perhaps a company purchases a ticket and an employee collects the ticket. The employee will not have the card used to make the purchase.

Your assertion is spot on again Keith. That's basically the way it was explained to me.


PS TrainGenius are not only "linked" to Travelsupermarket, the two are partners.