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Complaining -- mail, phone or email


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#21 Devil's Advocate

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Posted 04 January 2018 - 04:34 PM

Maybe I am missing something here, the OP states that she has complained by mail, phone and email..  Is she ever satisfied??  I have been on quite a few trips the last 3 years and not had anything to complain about. Maybe she should try another mode of transportation..

 

For someone who claims to be easily satisfied you seem oddly sensitive about this.


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#22 Ryan

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Posted 04 January 2018 - 04:39 PM

If you want to complain about something, you do not call and talk to customer service, you ask SPECIFICALLY to be connected to customer RELATIONS! (Customer Service is another name for the reservation agent.)

 
Any company that requires a special secret code to talk to someone who cares has already made it clear where they stand on customer service.

I wonder whether that's actually the case, or just another case of that "internet knowledge" that is so often incorrect.

Maybe what you really need to do is find the Complaint Department...

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#23 Devil's Advocate

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Posted 04 January 2018 - 05:28 PM

It could easily be little more than the electronic version of an old wives tale.  No doubt about that.


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#24 Chey

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Posted 04 January 2018 - 06:36 PM

Personally I've gotten the best results by phone. Using the AGR number, if I'm happy with the service I ask to speak to a supervisor. Sometimes it's a wait but if I offer my opinion of my service I'm usually assured that my comments will be entered into the agent's record. But I have only done this when I was happy with the service I got. I have no idea what they'd do with a complaint.

Edited by Chey, 04 January 2018 - 06:37 PM.


#25 Thirdrail7

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Posted 04 January 2018 - 09:31 PM

I will say that depending on the nature of the complaint, Twitter may be appropriate. I can say that someone monitors the comments and disseminates the information to the field.


They say laughter is the best medicine. Obviously they never posted on AU.


#26 Anderson

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Posted 05 January 2018 - 12:03 AM

While I'm thinking about it, is Balto Penn owned by Amtrak or someome else? Last time I was there, there was an issue with the mens room.

Amtrak mileage to date: Somewhere between 120,000 and 150,000 miles...I /really/ need to run all of my trips through a calculator sometime.

...and no, I am not /that/ Anderson...;-)


#27 JackieTakestheTrain

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Posted 09 January 2018 - 09:07 AM

Well, as usual, I can count on great information on here -- and of course, a few not great and mean-spirited ones.

 

I take several Amtrak trips annually - short- and long-routes.

 

A few things have changed, however, since I have felt a need to really complain about something.

 

1. Joe Boardman is no longer the CEO. There used to be quite a bit of chatter (and dare I say consensus if there is such a thing among this group!) that writing to him/his office was a great way to voice complaints *AND* get action.

Since he is no longer the CEO, it made sense to me to ask others to see if anyone had any luck recently with writing to the new CEOs.

 

2. The last two times I had to complain, I used the online method and called (as I was instructed by an Amtrak phone agent who couldn't help me with something.)

 

3. I had two instances on my most recent LD trip where I was handed a card (without me asking for it) when there were service issues/late trains. So, I wondered if this was something new or in addition to the other methods listed above.

 

So, sometimes folks, a question is really a question...and you can keep the assuming to your own ass-u-ming selves!

 

That's all!



#28 Bob Dylan

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Posted 09 January 2018 - 10:12 AM

Good post Jackie! 😉
"There's Something About a Train! It's Magic!"-- 1970s Amtrak Ad
 "..My heart is warm with the friends I make,and better friends I'll not be knowing,
Yet there isn't a train I wouldn't take,No matter where its going!.." -Edna St. Vincent Millay

#29 anumberone

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Posted 12 January 2018 - 04:27 AM

I'm assuming, well- uh- have a nice trip next time you take the train.

#30 EchoSierra

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Posted 14 January 2018 - 07:12 PM

I tried complaining about the broken website and this is what I've done:

 

1. Tweeted (politely) to Amtrak.  Was ignored 4-5 times before someone responded saying that I need to speak to customer relations.

2. Called customer relations.  The woman on the phone could not have been more apathetic.  Gave me a case number and that was it.

3. Sent them a message on the website under "Contact Us."  Never received a response.

4. I wrote letters to my senators and congressperson/representative as well as sending a copy to Amtrak's Customer Relations snail mail address.

 

I'm willing to put money on it that #4 will generate some sort of thoughtful response.  I actually had to take that route once to complain about an Amtrak dispatcher (or at least some Amtrak employee who was claiming to be one) harassing me on non-Amtrak property.


Edited by EchoSierra, 14 January 2018 - 07:12 PM.


#31 Steve4031

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Posted 15 January 2018 - 05:02 AM

Well, as usual, I can count on great information on here -- and of course, a few not great and mean-spirited ones.
 
I take several Amtrak trips annually - short- and long-routes.
 
A few things have changed, however, since I have felt a need to really complain about something.
 
1. Joe Boardman is no longer the CEO. There used to be quite a bit of chatter (and dare I say consensus if there is such a thing among this group!) that writing to him/his office was a great way to voice complaints *AND* get action.
Since he is no longer the CEO, it made sense to me to ask others to see if anyone had any luck recently with writing to the new CEOs.
 
2. The last two times I had to complain, I used the online method and called (as I was instructed by an Amtrak phone agent who couldn't help me with something.)
 
3. I had two instances on my most recent LD trip where I was handed a card (without me asking for it) when there were service issues/late trains. So, I wondered if this was something new or in addition to the other methods listed above.
 
So, sometimes folks, a question is really a question...and you can keep the assuming to your own ass-u-ming selves!
 
That's all!


Personally, I’m glad you are here. Keep posting and Lee riding trains. You are straightforward and are just trying to find the best way of doing things.


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