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Tuesday, December 15, 2009

MTA's Subway Line General Manager's Email Response System - How Is It Working For Roosevelt Island F Train So Far?


According to the MTA:
MTA New York City Transit has completed the full roll-out of its Subway Line General Manager Program, the most sweeping organizational change in the subway’s history. The new program completes a change in managerial philosophy that shifts the responsibility for the day-to-day operations of the subway system from the office to the field....
The MTA provides email addresses for subway line managers including one for the F Train Line General Manager serving Roosevelt Island.

A recently arrived Roosevelt Island resident, Trevre, tested out the MTA's F Line General Manager's email contact system yesterday and this is what happened when he tried to contact the MTA to express concerns over Roosevelt Island subway service:
I live on Roosevelt Island and am concerned not enough is being done about transportation outages during the weekend on the F train. For the past few weekends the F-train has been down either in one direction or the other.

Please provide alternative transportation to get off the island (like a water taxi, more frequent bus service, or different hours for service interruptions). While this isn't a huge issue now, I am sure in March when the tram goes down for repairs it will become a huge issue, so I would like to know the plan in advance.

Also all four escalators on the lower part of the station always run up. Why not run two down and two up, at least in the morning when everyone is leaving anyways.
The MTA's F Line General Manager's response was:
If you would like travel directions, the fastest and best way to get them is to visit the Trip Planner (http://travel.mtanyct.info), our online itinerary planning system. Trip Planner also provides service alerts and advisories to help you plan before you head out.

You may also contact New York City Transit Travel Information at 718-330-1234; 7 days a week, 6AM to 10PM. Non-English speaking customers should call 718-330-4847; customers with disabilities call 718-596-8585; and TTY customers call 718-596-8273. Please note that we are unable to provide specific travel directions via our email system.

Dear F Line Patron:

I would like to extend my utmost appreciation for your correspondence. Your valued comments assist me along with my staff to implement the best service possible to meet your standards. My staff and I are always at your service.

Our goal is to achieve excellence by providing an environment that is reliable, comfortable, and convenient, with you always being our focal point. Your comments and concerns will be addressed with expediency. Thank you in advance for your continue patronage of MTA-NYCT.
Trevre responded:
I appreciate the work you are doing but FYI, I don't need travel directions,
I shouldn't have to click 3 buttons on your website to send you an email, I don't want an automated customer response, and I will understand your appreciation for my correspondence when my correspondence are addressed.
Thanks.
To be continued.
UPDATE - 6 PM - Trevre receives another response from MTA:
This is what they sent me, they didn't even answer my question.

DO NOT REPLY TO THIS MESSAGE.

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Subject
---------------------------------------------------------------
Change escalator direciton and do something about weekend outage.


Discussion Thread
------------------------------
---------------------------------
Response ... - 12/15/2009 01:07 PM
We sincerely regret if you had an unfavorable experience.

Unfortunately, station escalators may sometimes be inoperable because of mechanical malfunction or vandalism. When an escalator is reported to be inoperative, the Department of Subways is notified and station supervision attempts to restart the escalator. If unsuccessful, the Department of Subways is again notified and maintainers are dispatched as soon as possible to make necessary repairs. Instances of escalator vandalism are also reported to the New York City Police Department's Transit Bureau. Be assured that supervision will continue their efforts to closely monitor all station escalators to ensure that they are maintained in a satisfactory condition and repaired in a timely manner.

If you have further station-related concerns, including reports of escalator and elevator outages, you may contact Customer Services at (718) 330-3322, from 6:00 a.m. to 10:00 p.m., Daily, or write to Customer Services at 2 Broadway, RM A11.146, New York, NY 10004.

Furthermore, supervision in our Department of Subways suggest that, when planning your next trip, you may find it convenient to call (800) 734-6772, 24 hours/ 7 days a week, for up-to-date information regarding the accessibility status of elevators and escalators. In addition, a list of stations that are already accessible is noted on our current subway maps, which you can see on our website at http://adaoutage.mta.info/adaoutage/

We take the concerns of our customers very seriously and thank you for having taken the time to contact us.

...
F Line and V Line General Manager

Know before you go, use
Trip Planner

www.tripplanner.mta.info

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