“Please help me persuade East Midlands Trains to fix the street level screens at Longton Station” – Mike Rawlins

Description

Mike Rawlins

The screens at the bottom of the stairs to the station are not working so you have to climb the 2 flights of stairs and walk the length of the platform to see if your train is on-time or delayed.

Problem History

  • 1 Mike Rawlins reported the issue on FixMyTransport. close 13:29 12 Dec 2011
  • 2 Mike Rawlins wrote to East Midlands Trains close 13:29 12 Dec 2011

    Here is the letter that Mike Rawlins wrote.

    Screens Not Working

    The screens at the bottom of the stairs to the station are not working so you have to climb the 2 flights of stairs and walk the length of the platform to see if your train is on-time or delayed.

  • 3 East Midlands Trains Feedback responded to Mike Rawlins close 13:30 12 Dec 2011
    Thank you for your feedback. This has been forwarded to the Customer
    Relations team at East Midlands Trains. If you have requested a reply, we
    hope to get back to you within the next 10 working days. You'll definitely
    receive a response within 20 working days though, as per our Passenger's
    Charter.

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 4 Get in Touch responded to Mike Rawlins close 13:09 13 Dec 2011
    Ref: 305462

    Dear Customer

    Thank you for your email with feedback about the services provided by East
    Midlands Trains.

    We will be happy to respond directly to feedback regarding any aspects of
    our service. Please contact the Customer Relations team at
    [East Midlands Trains problem reporting email] or 08457 125 678 option 5, 3, 2.

    Kind regards

    Patrik Richards
    Customer Relations Officer

    Tel: 08457 125 678 (Option 5, then 3)
    Fax: 0845 6010988
    Email: [East Midlands Trains problem reporting email]

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 5 Myf Nixon commented close 13:23 13 Dec 2011

    Hello Mike,

    I am sorry to see that East Midlands have asked you not to use FixMyTransport for correspondence.

    We believe there is no good reason for an operator not to engage with its customers through the site, so our advice would be to write back (using the yellow 'email' button at the top of this page) and say that this is your preferred method of communication.

    However if you prefer to follow their own guidelines and take communication offline, please do come back and update us on any progress you've made. This was there will be a public record, plus a chance for others to add their support and discuss the issue.

    The East Midlands contact email address is getintouch@eastmidlandstrains.co.uk .

    anorak
    admin
  • 6 Mike Rawlins wrote to East Midlands Trains close 15:42 13 Dec 2011

    Hello Patrik,

    I hope you are well?

    Many thanks for asking me to contact you directly but please can you respond to me through the Fix My Transport site as my preferred method of communication.

    I am a great advocate of openness and transparency I like things in the public domain.

    This will also help you in the long run as public responses may stop people making identical requests for information from you.

    Best wishes

    Mike

  • 7 East Midlands Trains Feedback responded to Mike Rawlins close 15:43 13 Dec 2011
    Thank you for your feedback. This has been forwarded to the Customer
    Relations team at East Midlands Trains. If you have requested a reply, we
    hope to get back to you within the next 10 working days. You'll definitely
    receive a response within 20 working days though, as per our Passenger's
    Charter.

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 8 Mike Rawlins added an update close 15:43 13 Dec 2011

    Asked the nice people at East Midlands Trains to use FMT as my preferred method of communication.

  • 9 Get in Touch responded to Mike Rawlins close 10:44 14 Dec 2011
    Ref: 305462

    Dear Mike

    Thank you for your email. Unfortunately, you would need to contact us
    through the channels we have mentioned previously, and we would be happy to
    communicate with you this way.

    The issue has been raised with the relevant manager though, regarding the
    screens at Longton station.

    Kind regards

    Patrik Richards
    Customer Relations Officer

    Tel: 08457 125 678 (Option 5, then 3)
    Fax: 0845 6010988
    Email: [East Midlands Trains problem reporting email]

    To help us improve our service, please rate our response at -

    https://www.surveymonkey.com/s/EastMidla...

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 10 Myf Nixon commented close 15:10 14 Dec 2011

    Thanks for trying, Mike - I am sorry East Midlands are refusing to engage further (though it is good to hear they have passed your message on).

    Please do come and keep this page updated with any progress you make.

    anorak
    admin
  • 11 Mike Rawlins wrote to East Midlands Trains close 18:02 14 Dec 2011

    Hello again Patrik,

    I'm at a bit of a loss as to why you can't discuss the issue of the street level screens at Longton Station with me in this public forum, yet you are able to use it to tell me that you can't discuss them.

    It's all very strange don't you think?

    I know the people at Fix My Transport and they are all lovely and I'm sure will be deeply upset by the fact that East Midlands Trains won't use their rather splendid public service platform to help get things fixed.

    They worked like trojans for well over a year just to come up with the tag line 'Euston, we have a problem' so I dread to think how many man hours went in to the actual coding of the site and all this public service goodness is being lost on East Midlands Trains :(

    Anyway it has been lovely having you as a pen friend for these few short days and I'd hate for our friendship to end just because East Midlands Trains don't like FMT, so if you do want to ask your managers if they will reconsider using this site to respond to my request I really would be most grateful.

    I hope you have a splendid Christmas & New Year.

    Best

    Mike.

    PS I like your tie :)
    PPS and your haircut :))

    Please write soon…….

  • 12 East Midlands Trains Feedback responded to Mike Rawlins close 18:03 14 Dec 2011
    Thank you for your feedback. This has been forwarded to the Customer
    Relations team at East Midlands Trains. If you have requested a reply, we
    hope to get back to you within the next 10 working days. You'll definitely
    receive a response within 20 working days though, as per our Passenger's
    Charter.

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 13 Myf Nixon commented close 15:21 19 Dec 2011

    Ah Mike, thanks for all the lovely comments - I hope they won't fall on deaf ears :)

    anorak
    admin
  • 14 Mike Rawlins added an update close 16:20 11 Dec 2013

    Did these ever get fixed? More importantly did East Midlands Trains ever embrace the loveliness of FMT?

Comment
  • started 12 December 2011
  • supporters 2
Longton Rail Station in Longton operated by East Midlands Trains
Problem Reporter
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