So you’ve heard of Snapper, right? The Wellington bus card payment thingee? That’s meant to be smarter, faster, cheaper, easier?
Yeah, not so much.
Two weeks ago, while i was on the bus, my snapper stopped working. I tagged on, it was fine, I went to tag off, nothing. Waved it in front of the reader, and the one at the front of the bus, nothing. No beep, no “please try card again”, nothing.
I didn’t think too much of it, except for ruing the extra $1.50 I’d get charged. Then the next morning, I jumped on the bus, and Lo! It didn’t work again. So I paid my money, and went off to work. Here’s where my problems really begin.
I called the 0800 number, and said my card wasn’t working. After explaining that actually, i did know how to hold it in front of the reader, and yes, there was money on it, the call centre person decided it was “locked”, but that I’d be able to “unlock” it at any outlet.
Yeah, tried that. At 3 places. The staff had no idea what I was talking about. So, i rang the 0800 number again. “Oh” they said “No, that was the wrong information. What you need to do is take it to the railway station. They’ll unlock it, and then you might need to send it back to us.”
So, wait, I have to go out of my way to the station, unlock it, and then I’ll STILL have to send it back? (Yes, I was starting to get a bit capslocky by this point). “Yes, it is quite silly, isn’t it?” they said “would you like to make a complaint?”
You bet I would. I did, and I left them my phone number. A woman called, and left me a message. I returned her call, and left her one. She never called back. Excellent customer service.
So, can you see where this is going? On Friday, I finally made it to the train station. Bear in mind, this means more than a week of paying more for my bus fare than I should, and about an hour of my life talking to call centre people I’ll never get back. And their hold music is Deep Forest. Gag.
So, I rocked up to the counter, and said “apparently I can unlock my snapper here”. And the man said “no, there’s no such thing. You need to send it back to them. ” And judging by the weary way he said it, I’m not the first person that has been told that.
Cue irate phone call to the 0800 number, which may have included the words “I’m MORE than a little bit PISSED off.”
The man on the phone said “oh, you need to go back where you just came from, and get a self-addressed envelope”. And send it back to us. So we can replace it.
Which, ironically, is exactly what it says on their website. Nothing about “unlocking”, “train station” or “grumpy station employee”.
18. What happens if my Snapper is faulty?
If you have money on your Snapper, and you’ve held it still to the Reader as per the instructions, then you may have a rare, faulty Snapper. Call 0800 555 345 or email our info@snapper.co.nz and we’ll load the replacement Snapper with the money which we verify was on the damaged / faulty card and get it to you next business day, if we know before 3pm.
And I said, Yes you WILL do that. Oh, and it BETTER have some credit on it, for the week’s worth of higher fares I’ve had to pay, because your staff don’t know what they are talking about, and the 2 hours of my life I’ve WASTED trying to deal with this. And how soon can you get it to me? Oh, by Monday.
And here it is, 4pm on Monday, and complete shocker, NO SNAPPER.
Anyone want to see what it looks like when my head EXPLODES?
[Update: Someone from Snapper called me at 4:30 pm. Not to deal with either of the two complaints I have made, though. To tell me that she'd "pop [my] new card into the post box on her way home”. So, not couriered like I was told it would be, and LIKE IT SAYS ON YOUR WEBSITE? And, also, it will have the $12 credit my original card had loaded on it. But, no, no extra credit. So the man I spoke to on Friday who said he would deal with this? No follow through. I’ve just sent a very long email, paraphrasing this post, off to the snapper address, but honestly, I expect nothing to come of it.
It also occured to me last night, that because I was told the card would be couriered, I gave them the courier address for my work, not my postal address, so it’s not going to get to me. AWESOME.]
[Update #2: It arrived. With $20 credit. Oh well, I'll take what I can get at this point. No reply to my email though.]
[Update #3: Still no response to my email. Wait, why am i remotely surprised?]