Carrier Pigeons for Refunds

2Funki4Wheelz · 09-11-2006, 10:55

Wow, just got in the post on Tuesday 7th November, the refund from the 2nd October morning train delays. (The day they made a point of handing out the forms as people got off the trains).

We (me and my better half) handed in two refund requests, the evening of the delay straight into customer services in Heuston.

Page long letter contains the usual rambling excuses and promises of investigating it further. A €5

discount slip of yellow paper thingy, that can be exchange for cash - (I think, in Abbey St) - or used as discount on a ticket booking.

Right - where do I begin.
The Good (ish):
The €5 was very exciting for a 1hr delay, more than I got in January last year (€3 for a 2hr delay if I remember correctly).
The possibility I can cash it (must check it)

The Bad
The docket lasts for only 3 months from date of issue. Refund cards I got last year valid for 12 months. Maybe if I bring docket to Abbey St I get discount card for 12 mths?

The Ugly
Letter arrived 7th November.
Letter dated 20th October!!. Letter must have been hand-delivered by oft-mentioned disabled elephant who walked from Abbey St to Portarlington.
Only one letter arrived - for the other half! I have yet to receive anything and two requests handed in, same envelope, same address, same day.

Anyone else got cash flying in through the letter box?

Mark Gleeson · 09-11-2006, 11:03

I am still waiting for a refund of €5.75 after a 62 minute delay on Sept 2nd. 2 days overdue on the acknowledgement on a complaint that went in last week on the positive side letters are now getting responses within 6 weeks down from 8

IE have confirmed my entitlement for the refund verbally but I've seen nothing in the post, it transpires I know more about the breakdown than IE do

You are entitled to a response within 3 working weeks and a acknowledgement within 5 days, but that only applies if

1) Its written on paper eg no emails
2) Its sent to the correct address (which is not on the IE site) hand delivery don't apply
3) Thats its a complaint and not a 'suggestion'
4) That its sent to a non specific person eg Customer Services, complaints to the general managers don't fall into this either

Mark Gleeson · 11-11-2006, 17:59

Well 8 weeks later the refund did arrive on Friday only becuase I made a formal complaint about the delay in issuing of it, the vouchers and the letter are stamped Nov 3, the franking date is 9/11/2006 but the an post computer stamped it 8/11/2006, falsify the date of posting is a very dirty trick

How hard is it to post something on the day its printed?

Valid for 12 months is on the voucher

2Funki4Wheelz · 13-11-2006, 09:30

Quote:

Originally Posted by Mark Gleeson

the vouchers and the letter are stamped Nov 3, the franking date is 9/11/2006 but the an post computer stamped it 8/11/2006, falsify the date of posting is a very dirty trick

How hard is it to post something on the day its printed?

Valid for 12 months is on the voucher

The inconsistency is unreal, have they no procedures?!?

Aside from the delay in doing the refund - 10 (working) days for the letter to actually to get posted to us, 3 (working) days to post Mark's. Based on the dates on both vouchers does the refund person only work on Fridays btw?

Our "voucher" was on yellow carbon paper, valid for 3 months and Mark's was for 12? Perhaps the 3 mths is on this as it is cash/voucher exchangeable.

I don't get the franking a day ahead, unless they know their post lies around for 2 days - supposedly a franked item is only valid for delivery by AnPost on the date it is franked and one day after.

And I still haven't got mine yet

Mark Gleeson · 13-11-2006, 09:42

I got €6, the vouchers are glossy card about A4 width and about 3 inches tall, stamped by IE stamp

One voucher is €5 the other €1

Clearly states on the back valid for 12 months

I had been waiting 7 weeks so I complained about the complaint being late and even then IE failed to meet the 5 working days acknowledgement deadline which was the 7th, in my opinion IE are trying to massage the dates to hide the delays, setting the franking machine back a day is a classic trick but IE managed to set it forward............

2Funki4Wheelz · 13-11-2006, 09:53

Quote:

Originally Posted by Mark Gleeson

I got €6, the vouchers are glossy card about A4 width and about 3 inches tall, stamped by IE stamp

Yes, I've previously got those. Maybe these yellow one is now for annual ticket holders so they can exchange for cash alternative - as this is a regular complaint? Or maybe they just ran out of cardboard ones at the time- I wouldn't be surprised.

Quote:

Originally Posted by Mark Gleeson

setting the franking machine back a day is a classic trick but IE managed to set it forward............

Why do I get the feeling that Frank Spencer from Some Mother's Do 'Ave 'Em runs IE Customer Service?

09-11-2006, 10:55	#1
2Funki4Wheelz Member Join Date: Oct 2006 Location: Portarlington Posts: 397	Carrier Pigeons for Refunds Wow, just got in the post on Tuesday 7th November, the refund from the 2nd October morning train delays. (The day they made a point of handing out the forms as people got off the trains). We (me and my better half) handed in two refund requests, the evening of the delay straight into customer services in Heuston. Page long letter contains the usual rambling excuses and promises of investigating it further. A €5 discount slip of yellow paper thingy, that can be exchange for cash - (I think, in Abbey St) - or used as discount on a ticket booking. Right - where do I begin. The Good (ish): The €5 was very exciting for a 1hr delay, more than I got in January last year (€3 for a 2hr delay if I remember correctly). The possibility I can cash it (must check it) The Bad The docket lasts for only 3 months from date of issue. Refund cards I got last year valid for 12 months. Maybe if I bring docket to Abbey St I get discount card for 12 mths? The Ugly Letter arrived 7th November. Letter dated 20th October!!. Letter must have been hand-delivered by oft-mentioned disabled elephant who walked from Abbey St to Portarlington. Only one letter arrived - for the other half! I have yet to receive anything and two requests handed in, same envelope, same address, same day. Anyone else got cash flying in through the letter box? __________________ Customer Service costs nothing... Last edited by 2Funki4Wheelz : 09-11-2006 at 11:41.

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09-11-2006, 11:03	#2
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	I am still waiting for a refund of €5.75 after a 62 minute delay on Sept 2nd. 2 days overdue on the acknowledgement on a complaint that went in last week on the positive side letters are now getting responses within 6 weeks down from 8 IE have confirmed my entitlement for the refund verbally but I've seen nothing in the post, it transpires I know more about the breakdown than IE do You are entitled to a response within 3 working weeks and a acknowledgement within 5 days, but that only applies if 1) Its written on paper eg no emails 2) Its sent to the correct address (which is not on the IE site) hand delivery don't apply 3) Thats its a complaint and not a 'suggestion' 4) That its sent to a non specific person eg Customer Services, complaints to the general managers don't fall into this either

11-11-2006, 17:59	#3
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Well 8 weeks later the refund did arrive on Friday only becuase I made a formal complaint about the delay in issuing of it, the vouchers and the letter are stamped Nov 3, the franking date is 9/11/2006 but the an post computer stamped it 8/11/2006, falsify the date of posting is a very dirty trick How hard is it to post something on the day its printed? Valid for 12 months is on the voucher

13-11-2006, 09:42	#5
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	I got €6, the vouchers are glossy card about A4 width and about 3 inches tall, stamped by IE stamp One voucher is €5 the other €1 Clearly states on the back valid for 12 months I had been waiting 7 weeks so I complained about the complaint being late and even then IE failed to meet the 5 working days acknowledgement deadline which was the 7th, in my opinion IE are trying to massage the dates to hide the delays, setting the franking machine back a day is a classic trick but IE managed to set it forward............