Below is an email complaint I have submitted to Metro-North this morning. Considering they have just launched a new Customer Care decree I was shocked at the treatment I received last night. Please read below for my account as sent to Metro-North:
I have been a daily weekday commuter on Metro-North between Stratford and GCT for a total of 6 years. Never before have I encountered such extreme rudeness and disrespect from a Metro-North conductor than I did last night (2/20) on the 4:34 p.m. train from GCT to Stratford.
I sat in what I thought was the third car from the head of the train. The conductor came through to take tickets as we were going through Westchester and let me know that I would need to walk back for Stratford. OK.
Then as we got into CT I heard on the PA that the first 2 cars and the last 2 cars would not platform in Stratford. I then thought I was OK to be where I was (the third car) that I now did not have to walk back.
When we left Bridgeport I got up from my seat and walked back a car anyway because I wasn't sure if I was in the 2nd or 3rd car from the front. As we started to come into Stratford station I heard over the loudspeaker, "The first 2 cars in Stratford will not platform, YOU standing there at the door, I must have made the announcement a million times, you need to walk back."
I did not know that the conductor was talking to me -- i.e. publicly shaming. As we pulled into the station I realized that my door wasn't on the platform so I quickly ran back a car, the conductor was waving at me.
I got off the train, the conductor was in his control booth window.
I said: "You said the first 2 cars, there has got to be 3 cars off the front of the platform."
"There are actually 4 cars off the front of the platform," he said, "but the first 2 cars aren't opened so I don't count them."
"How am I supposed to know that?" I asked.
"I told you to move back," he said
"But then after that you said 2 cars off the platform when there is clearly 4 off of the platform," I said.
"I don't count the unopened cars," he answered.
At that point I started walking away. He continued to yell at me as I walked into the parking lot "HAVE A GOOD NIGHT! HAPPY HOLIDAYS! MERRY CHRISTMAS."
Again, publicly embarassing me for the second time. I was upset, because clearly it was misinformation. If he had validated over the PA that the first 2 cars were closed so that I knew the first 2 OPENED cars were the ones that were off the platform there wouldn't be a problem.
This particular conductor usually is on the 7:05 train out of GCT into New Haven, he is ALWAYS on the PA talking about the bar car, publicly doing shoutouts to passengers and just using the PA as his platform, talking about tipping your bartender in the bar car, etc. He is incessant and disruptive and a bully.
I don't know if this complaint will change anything but it is something you should be aware of especially because you have just launched the Customer Care decree within the last month or so.
I now pay around $372 (approx) a month for a commute in dirty cars, with no heat (case and point this morning 6:59 a.m. train from Stratford), I usually only get to ride on a new train approx twice a month and now I get shouted and embarassed by your employees?
This is completely unacceptable, get your act together and practice what you preach.
Sarah
4:09 pm on Tuesday, February 21, 2012
I also ride from Stratford to GCT daily and I know exactly who the conductor mentioned above is. His behavior is completely erratic. On a recent trip home from the city riders had to endure his constant reminders that there's a bar car over the intercom. He used the intercom to have an on-going conversation with the driver and when we pulled into Stratford, it occurred to me that he never came through and asked for tickets.
I can't tell you the last time I saw a new train either. The old cars are all still in place. Filthy, crowded and cold. How can Metro North justify charging $370 a month?
pumba
10:51 pm on Wednesday, February 22, 2012
If you've been taking the train for 6 years and you can't figure out what cars are going to open then there is something wrong with you. Stop blaming other people for your stupidity.
Jim Cameron
1:21 pm on Thursday, February 23, 2012
When these kind of things happen, they need to be reported. You first should contact Metro-North on their complaint website: http://mta-nyc.custhelp.com/cgi-bin/mta_nyc.cfg/php/enduser/ask.php
Be very specific about date, time, name of conductor, etc. General complaints give them nothing to go on in checking what happened.
Next, you should contact us at The CT Rail Commuter Council. We are your advocates and follow-up on complaints like this. Most conductors do a good job, but incidents like you describe sound like someone needs re-training.
JIM CAMERON / Chairman
CT Rail Commuter Council
www.trainweb.org/ct
Emily
1:49 pm on Thursday, February 23, 2012
The conductor was not trying to publicly shame you. How else is he supposed to try and tell you that you aren't in the right spot? Umm... the intercom? As a regular commuter, I see stupid people do this ALL the time. None of them EVER blame themselves, they need to place the blame on someone else. Take off the headphones, quit BSing on your cell phone and pay attention.
Pat
2:49 pm on Thursday, February 23, 2012
This conductor was not trying to embarrass anyone, if people would stop using headphones and pay attention to where they are and where they are going this would not happen, I have been on the trains for 18 years and the conductor that she is talking about is my conductor on the 7:05PM and those that i travel with LOVE HIM. People need to stop being so self absorbed, if theywere all that important they would be taking a car service.
FREEDOM
3:04 pm on Thursday, February 23, 2012
Emily and Pat - How can you comment when you were not there? Maybe these two guys meet each other on bad days? Comparing one conductor from the 7:05pm train to the conduct in the article is stupid. You are making the assumption that every conductor is the same. Is everyone in your office or job the same? Doubt it.
Emily
4:28 pm on Thursday, February 23, 2012
Freedom, I am clearly responding to what the complaint details. He said, and I quote:
"I heard over the loudspeaker, 'The first 2 cars in Stratford will not platform, YOU standing there at the door, I must have made the announcement a million times, you need to walk back.' "
and
"I did not know that the conductor was talking to me -- i.e. publicly shaming."
So what is this guy trying to say? Because the conductor made an announcement on the intercom he was publicly shamed? What was the conductor supposed to do? Say nothing? Then the guy really would have missed his stop. Clearly, the conductor did the guy a favor, which he didn't have to do, considering he already told him he needed to walk back - which he ignored.
Lamont Sanford
3:53 pm on Thursday, February 23, 2012
It sounds like they need to implement a Positive Behavioral Intervention Support program on the trains like they have in the schools. Load the budget up with psychologists -- maybe one for each car. Have them complete endless data assessments so they can profile "at risk" workers and commuters, and then build a "framework" of expectations that all functional commuters will have to adapt to in order to create a positive environment that will allow the dysfunctional ones to RIDE successfully. If you are a good commuter or worker -- try taking it down a notch so that the drunks and degenerated will not look as bad -- then you won’t notice them as much. Besides, isn’t life best lived through mediocrity and stupefaction? Isn’t it always best when no one wins or loses – isn’t it best to be the train that thought “He” could? How exactly does one get retrained in how not to be rude and obnoxious? Would that be like a re-education camp or something?
Charles Cornwallace
4:01 pm on Thursday, February 23, 2012
Hey Lem, I’m sure they could implement a mandatory Ritalin program for rider/commuters as well. Doesn’t rude and obnoxious show up somewhere in the DSM? LOL