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Wednesday, June 5, 2013

GO Transit comes through! Loyalty discount recovered

Remember how I had my Presto card pick-pocketed and I lost my loyalty discount for May? Well the folks at GO Transit, specifically a lovely man named Michael, came through for me.

I will be receiving a credit voucher in the mail for the amount I paid in May that should have been discounted.   This is great news. Michael remained diligent throughout the process, especially through the recent Presto upgrade, which made his job even more challenging when trying to establish my transit usage.

As I've said before, if you feel you're talking in circles when dealing with Presto, try dealing with GO Transit instead.

12 comments:

Bicky said...

That's awesome news!

C.J. Smith said...

It is!

Sylv said...

Great!

Peter said...

That’s wonderful news, Cindy, but it begs the question why were you and Michael forced to jump through hoops to arrive at a solution that should have been built into PRESTO’s business processes from the beginning? How much longer do customers need to endure this substandard level of service from the incestuous business relationship between GO Transit and PRESTO?

C.J. Smith said...

I did get a call back from Presto with zero answer for your question Peter. Instead, I was advised to call GO and discuss the loyalty discount with them. The rep from Presto said they were not obligated to do anything about loyalty steps <- true story.

But really, aren't GO and Presto the same?

What I am grateful for is that at least someone took the situation seriously and worked to rectify it.

George said...

CJ Go and Presto are not the same organization but there are overlaps. (obviously)

Presto does NOT have a customer relations person because it is supposed to be only business to business. It's stupid considering the service they provide but GO is supposed to provide all customer service for their crappy card.

Peter said...

Thanks for the update, Cindy. I’ve stated on other occasions that we’re customers of GO Transit, so any matters should be brought to their attention, and they can deal with PRESTO. GO Transit sets the fares and loyalty program scheme; PRESTO delivers the service to them (as well as a number of municipalities). GO Transit and PRESTO are divisions of the crown corporation Metrolinx, which falls under the purview of the Ministry of Transportation. So, if you want to take matters all the way to the top, that’s where you point your flame thrower. ;-)

Anonymous said...

I'm a former Go Transit employee - anything to do with refunds is all dealt with through the Go Transit call centre, all the technical stuff is through Presto (eg: money not loading onto card, lost card etc).

Peter said...

@Anonymous: Can you share a link with us where that is documented, please?

If I have a technical problem with my credit card, e.g. card swipe or chip error, do I call the company that manufactured and shipped the card, e.g. G+D? No. I call the financial institution; it’s their problem.

If I have a problem with garbage pickup in Pickering, do I call Miller Waste, the waste management company hired by the city? No. I call city hall; it’s their problem.

It’s not up to customers to determine what the nature of the PRESTO issue is. We’re clients of GO Transit; it’s their problem.

Anonymous said...

Currently in the same situation, not working out to well.

Anonymous said...

Did you appeal to anyone. I am getting a lot of 'NOs' to being able to carry over the loyalty steps.

C.J. Smith said...

I was never able to get back the loyalty steps for the month but did get a credit voucher from GO Transit for the savings I missed out on.