Despite tripling the number of telephone customer service reps, Ventra-maker Cubic and the CTA are failing on a basic promise – to call back riders as promised.
I know this from personal experience. I was promised a call-back three times over three days starting last Tuesday.
Today is Sunday and I still haven’t gotten a call back by Cubic-hired service personnel. UPDATE: I finally got a call-back Sunday night at 9:30 p.m. That's four days after the original call-back was promised. I was in bed. I will call Cubic service again Monday.
(Cubic Transportation Systems is being paid $454 million to administer the Ventra card system for the CTA.)
That is totally unacceptable. I mean really Cubic and CTA?
When was the last time you called a service rep and were told you would get a call-back – and didn’t? If the CTA didn’t have a monopoly on Chicago rapid transit, you probably would consider moving your business to a competitor. Too bad that's not an option.
Last Tuesday at about 7 p.m., I called the Ventra customer service number – 877.669.8368 – and was immediately connected to a service rep. Good first step. But after consulting with her supervisor, she said she couldn’t help me and promised a “super-service rep” would call back within 24 hours.
I didn’t get a call-back Wednesday. So I tried again that night at about 7:30 p.m. Again, I was told someone would call me back in 24 hours.
I didn’t get a call-back Thursday. So I tried again that night at about 8 p.m. This time I was told service reps were so far behind that it would be 48 hours before I got a call-back.
Well, now it has been about 70 hours – actually almost 120 hours since first being promised a call-back in 24 hours.
I was considering going to the Ventra walk-in service center at 165 N. Jefferson St. in Chicago. But its hours are from 8 a.m. till 4:30 p.m. Monday through Friday. Too bad that’s when I and many other people have to be at their jobs.
Banks have better hours than that. And most other businesses have better customer service than that.