Tag: Norfolk Green

Compensation for Public Transport Problems

An account of how I gained deserved compensation from Stagecoach for unacceptable delays to their X8 service between King’s Lynn and Fakenham

INTRODUCTION

This post is mainly taklen up with an email exchange between myself and various people at Stagecoach, who since they took over Norfolk Green have run bus services ion my local area. Last week, after five successive journeys that were late, sometimes by very large margins I decided it was time to contact Stagecoach about the X8 route between King’s Lynn and Fakenham, which I use to get to and from work, at a cost of an hour’s wages per working day.

THE EMAIL EXCHANGE

This starts with my opening email, sent on Friday morning, 24 hours after the last of the five delayed journeys in question…

THOMAS’ OPENING GAMBIT

This is the text of my initial email, with the subject being “poor servcice on X8 between King’s Lynn and Fakenham”:

To whom it may concern

I use this service to travel to and from work, and it has been plagued by punctuality problems for some time. This week the situation has finally become so 
unacceptable that I have decided I have to write to you. My working days this week were Tuesday, Wednesday and yesterday, and in chronological order the 
experiences I had were:

Tuesday AM: bus was over 20 minutes late at King’s Lynn (it is supposed to leave at 8:45, and both 8:55 to Spalding and 9:05 to March which were running to time 
came and went before it).

Tuesday PM: bus was over half an hour late.

Wednesday AM: bus was 15 minutes late at King’s Lynn.

Wednesday PM: bus was over 10 minutes late

Thursday AM: bus was just under 10 minutes late at King’s Lynn (The 8:55 to Spalding was already standing in bay C, so this bus used bay B).

Thursday pm: Mirabile dictu this bus was actually on time.

Five buses out of six being not just late but significantly late cannot be considered acceptable by anyone. I also point out that as someone who is very conscientious 
about arriving in good time (especially given that this service runs hourly) I spent considerably more time waiting for this buses than documented above (5+ minutes for 
each journey). As a final point, this bus service is expensive enough that each journey swallows an hours wages. I would like to suggest that what has happened this 
week is sufficiently unacceptable to warrant financial compensation. My suggestion is that given an expenditure on my part of £20.70 compensation of £15 would be 
appropriate. If you agree, you could send a cheque to:

Thomas Sutcliffe
117E High Street
King’s Lynn
Norfolk
PE30 1DD

As a final point, I have various press contacts with whom I could share this story, a well supported blog and an even better supported twitter account. Just how hostile 
to you my final write up of this story is depends on the speed and nature of your response to this communication.

Yours sincerely

Thomas Sutcliffe

THE FIRST RESPONSE

That afternoon I received this initial response:

Message Received: Dec 11 2015, 03:14 PM
From: “Amy Fields” 
To: “Thomas Sutcliffe” 
Cc: 
Subject: Re: Poor service on X8 between King;s Lynn and Fakenham

Good Afternoon Mr Sutcliffe 

I am sorry to hear the circumstances that have brought you to contact us. 
We will be looking further into the matter and I will be passing this over 
to the Assistant Operations Manager her attention who will be in contact 
in due course regarding this matter,

Would you be able to advise me if in the morning it is always the 8.45am 
bus you catch in the morning and would you be able to let me know what 
time you catch the bus home so that we can look at the correct journey.

Please accept my sincerest apologies for the delays you have been 
experiencing.

Kind Regards
Amy
Stagecoach in Norfolk
Hamlin Way
King’s Lynn
Norfolk
PE30 4NG

Tel: 01553 776980
Email: amy.fields@stagecoachbus.com

Registered Office : Stagecoach (East) Ltd, Daw Bank, Stockport, Cheshire, 
SK3 ODU. Registered in England & Wales No. 1673542

http://www.stagecoachbus.com/codeofpractice.aspx
http://www.stagecoachbus.com/conditionsofcarriage.aspx

I duly fired back this response of my own:

Dear Amy

Yes – the 8:45Am is my regular morning bus, and the one that applies to all the journeys mentioned in the initial email. My regular bus home, and again the one that applies to all the journeys mentioned in my first email is the 17:38. I look forward to learning the final results of your investigations. 

Thomas Sutcliffe

RESPONSE AND RESOLUTION

Finally, this afternoon (given that I sent my initial email on a Friday morning I considered Monday afternoon to be not unduly tardy), I received this message…

Message Received: Dec 14 2015, 04:06 PM
From: “Lisa Addison” 

To: thomas@thomassutcliffe.freeserve.co.uk
Cc: 
Subject: X8 Service

Dear Thomas,
I am writing in response to your email dated 11th December 2015 regarding 
service x8
Thank you for bringing this to my attention and I apologise for any 
inconvenience caused
I have investigated your comments regarding the Kings Lynn and Fakenham 
departures due to depart at 08:55 and 1738 hours respectively. On 
investigation and after tracking the services via our Greenroad system, 
which is GPS based, I can confirm that unfortunately the journeys stated 
were indeed operating excessively later than scheduled. One of the reasons 
for this is due to traffic related issues in both arriving into Kings Lynn 
in the mornings but also the service departing from Norwich in the 
afternoon. The second is that the vehicle that operates both the AM and PM 
journeys operates a school service prior to the X8. This more than not 
incurs lateness primarily down to departing the school grounds and then in 
turn operating light to the relevant starting points thereafter i.e Kings 
Lynn and Norwich respectively.
I appreciate that the above is not acceptable therefore and as a matter of 
course I have copied our commercial manager into this response in order 
that this ongoing reliability issue can be addressed. 
As a token of goodwill and part compensation I will post, via a postal 
order, the sum of £15 for inconvenience caused.
May I take this opportunity to apologise for the inconvenience caused and 
you can be assured that further investigations will be forthcoming into 
the reliability of the X8 service.
Yours sincerely
Lisa
Lisa Addison
Assistant Operations Manager
Stagecoach In Norfolk
The Bus Station
Vancouver Centre
Kings Lynn
PE30 1DS
—————————————————————–
Tel :- +44(0)1553776980
Email :- lisa.addison@stagecoachbus.com
Web :- www.stagecoachbus.com

I concluded the exchange by sending this brief acknowledgement…

Dear Lisa

Many thanks for getting in contact with me regarding the problems I have highlighted and for agreeing to compensate me as per my request. 

Thomas Sutcliffe

CONCLUSION

An acceptable resolution has been arrived at. I woulkd point that although I expressed myslef quite forcefully in the opening email there was no bad language on either side, and I cast no aspersions on the ability of anyone at Stagecoach to do their jobs. I do hope you have all enjoyed this post even though it includes no pictures.

 

Thursday and Friday

On Thursday, the printed catalogues for James and Sons next auction got to the shop. Here is a cover shot…

Catalogue Cover 001

A full catalogue can be viewed online by following this link.

As well as producing images to resolve queries, I imaged a couple of lots that had not previously been done.This gave me some good pictures to choose from…

This is the first image for lot 452, which needed 18 images in total.
This is the first image for lot 452, which needed 18 images in total.

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The relevant detail from the front cover
The relevant detail from the front cover
This is one of the ten maps mentioned on the front cover.
This is one of the ten maps mentioned on the front cover.
Lot 497 was a box full of stamps and postal history items. I have included only the small high quality bits in this blog.
Lot 497 was a box full of stamps and postal history items. I have included only the small high quality bits in this blog.

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This vast collection of buttons was hard to do anything approaching justice to, so it was no surprise to get a query about it them. This was the main image I produced in response.
This vast collection of buttons was hard to do anything approaching justice to, so it was no surprise to get a query about it them. This was the main image I produced in response.
I then produced a close up shot of some of the finest items in the collection.
I then produced a close up shot of some of the finest items in the collection.
The label on this toy was just one thing that was requested in addition to the original image.
The label on this toy was just one thing that was requested in addition to the original image.
One of the two new images I produced to show the toy in its full glory.
One of the two new images I produced to show the toy in its full glory.

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The bus journey home that day was not a good one (n.b. Norfolk Green usually provide an excellent service – stories like this are very much the exception) since the engine of the bus were on overheated and shut down. Since were on Queen Elizabeth Way, in between Knight’s Hill and the hospital, the driver tried to keep it going to reach the hospital where we could pick up other buses into town. Sadly, he was not able to achieve this, and we had to wait within sight of the hospital for a replacement bus to pick us up, while the driver of the original then had to wait for a maintenance vehicle to arrive and tow his bus to the depot (I presume). Opposite Gaywood Tesco, someone having failed to spot that the destination board on the front of the bus said “PRIVATE HIRE” by way of indicating that it was not picking up tried to get on and had to be told twice that this bus was not picking up. Meanwhile, to put in perspective how unimpressive it was for someone who was not apparently incapacitated in any way to want to get a bus in to town from there, one passenger (’twas I) had decided that as it was bright and sunny outside he was going to walk the rest of the way to the town centre.

After attending to matters at Nelson Street, I got some close up pics of decorated windows at King’s Lynn Minster…

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Friday featured both some imaging to resolve queries relating to the April auction and starting to image for the May auction. It also featured in a big way one of other regular duties, that of porter. I have some good images to share, including a map from just outside Fakenham Library…

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However, I did get away early owing to the fact that none of the people who had keys could stay on beyond 3 o’clock. The bus home did this time survive the journey. Queen Elizabeth Way was slow again, but this time that was caused by nose to tail traffic, and the bus was stationary long enough for me to snag two excellent shots of the ruins of Bawsey Abbey…

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The Last of the April Imaging and Some Cool Links

Because yesterday was a public holiday the bus company were running a Sunday service, and because yesterday was a Friday it was a working day for me. Therefore, I got the first bus of the morning (the 9:25) to Fakenham and was able, all the essential work having been accomplished, to get home on the 15:35. Before I move on to details of the imaging I was doing, I have a fabulous selection of links for you to follow.

LINKS

http://tomdlondon.blogspot.co.uk/2015/01/a-radical-and-practical-proposal-to.html?spref=tw

http://www.nhsforsale.info/#

http://www.nhsforsale.info/share#prettyPhoto

http://linkis.com/wordpress.com/DIOYq

https://pbs.twimg.com/media/CBnIQZ9WIAER4l1.png

https://pbs.twimg.com/media/CBnMSxWXIAEICpX.png

https://twitter.com/FHUKPolitics/status/583740340865105921/photo/1

http://www.blog.rippedoffbritons.com/2012/02/why-we-should-be-business-friendly-and.html?

https://pbs.twimg.com/media/CBpIl6hVIAEJVZf.png

https://o.twimg.com/2/proxy.jpg?t=HBh3aHR0cDovL21lZGlhLnNuYXBweXR2LmNvbS9pbWFnZS9sZDM2MHAvODg0cDg4NC8yMDE1LTA0LTAyVDIwLTE2LTMwLjc2N1otLTY0MHgzNjAuanBnP2g9YmFjMTU4ZGI4Yzc0YzZkYThlYWU3NGFiYTdhODk2OGYUwAcUnAQAFgASAA&s=m1I_nwZbKTeS_rYUKHFmHvp3ynwe8mGT8Rs_O7_ZVGA Natalie Bennett gives David Cameron an epic tell off.

https://pbs.twimg.com/media/CBnOaECUgAAv0WY.png

http://london.autismshow.co.uk/whats/autism-matters-theatre/

http://www.independent.co.uk/news/uk/politics/generalelection/general-election-tv-debates-a-battleground-for-david-cameron-and-ed-miliband-but-poll-declares-snp-leader-nicola-sturgeon-the-winner-10153574.html

https://www.gov.uk/register-to-vote The site you need to visit if you have not yet registered to vote.

http://www.theguardian.com/society/2015/apr/02/how-should-we-illustrate-mental-health?CMP=share_btn_tw An excellent article about portrayal of mental health.

https://rosslydall.files.wordpress.com/2015/02/response_ealing_midwives_final_15-02-12.pdf An example of impenetrable English.

https://www.youtube.com/watch?v=dIrIafHhwEw&feature=youtu.be A talk given by the philosopher Daniel Dennett

https://www.facebook.com/GARRYBURGE.AS/posts/905120682883248 An excellent idea for improving the support available to autistic kids in Australian schools (I reckon we could use it in this country as well).

https://pbs.twimg.com/media/CBnTTPlW0AAa9xA.jpg

http://blog.autism-mom.com/2015/04/autism-awareness-day-interview/ An inspiring interview of one of my favourite bloggers.

http://www.labour.org.uk/w/why-im-voting-labour/public/nhs/zhc/ This is the link to my personalised graphic for why I am voting Labour.

JAMES AND SONS

There were just the three of us at James and Sons yesterday, me and my colleagues Chris and Andrew. The two most senior members of staff were at a collectors fair. I had some bulky stamp lots and a couple of pictures to image first up, and then got the really fiddly stuff (old car logbooks and collections of bookmarks) to image later.

I started with the pictures because I wanted to get them stowed out of harm’s way quickly. Pictures, especially if they have a protective covering of glass, can be tough to image, but I reckoned these two came out OK…

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The stamp lots were not especially inspiring, but there is one that I think worth sharing…

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Just for completeness sake here is a single example of a logbook lot…

This is a composite image showing both sides of the logbooks
This is a composite image showing both sides of the logbooks
These two are the individual images that combined to make the other.
These two are the individual images that combined to make the other.

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I have no idea how much collections of bookmarks will make at auction, but they were fun (if a bit fiddly) to image, and there were many that appealed to me (given my tastes there would have been a big problem had it been otherwise!)…

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I will end this post, as day two of the Classic FM Hall of Fame begins, with my personalised “Why I am voting Labour” graphic…

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