I have a slight love/hate relationship with the Translink Twitter project. I love that they are replying to their customers frustrations because it’s nice to see that we are being heard, even if it doesn’t go much further than one or two people covering their social media. I also love their live updates of detours. I do get frustrated with them being so nice, but that’s more my problem rather than theirs. I tweet my complaint and they tweet back their apologies and will even give a reason for the problem and then I feel bad for complaining. But then of course I run into a horrible driver or have a bad transit experience and my annoyance continues. I’m so confused, because the faces of the business that I see are more annoying than helpful, whereas the online team is quite lovely.
You sneaky Tweet team… why you gotta leave me so conflicted?!?
Very often if someone is complaining about Translink on Twitter their Tweet Team will reply to the original tweeter their apologies and a link to their online complaint form. I’ve thought about filling it out but I’m usually on my iPhone sending and reading tweets, so the idea of filling out the long form on a phone is just not appealing.
Where I find problems with the Translink on Twitter project is that often their response to complaints is to fill out the form. My experience with the complaint form has been that it falls on deaf ears and now I can’t help but wondering if when I’m tweeted a response with the complaint form URL the initial complaint goes unheard until I fill out the form… which continues the cycle of thinking my complaint is unnoticed.
Don’t get me wrong, I know we’ve all had jobs where we get complaints and we tell our customers that we’ll make sure that it gets to the right person but if we’re being honest the only other people we tell is our coworkers when complaining about the clients.
This leads to the question of whether or not to fill out the form or not? Why waste my time on the form if they wont respond and thereby letting me know it’s getting read, whereas I can tweet my frustrations and know that one of the social media people will read it and perhaps pass it on to someone, even if it is just a coworker.
What’s your opinion? Have you ever filled out the form and had a response? Or are you content to Tweet your Translink disappointment?