A Letter to First

Today’s glance through the archives has revealed parts of my personality that are probably not as far in the past as I think they are. I like to think I’m not quite as insufferable as I was five or ten years ago, but people are not always the best judges of their own characters. Either way, it’s been interesting to look back and see what I wrote in the past and think about how much of it represents who I feel I am today.

I used to be the sort of person who would write letters of complaint to companies for fun. I don’t really do that any more, apart from the occasional review on TripAdvisor, or a rant here on the blog or on Twitter.

Twitter’s an interesting one because more and more people are writing letters of complaint in 140 characters. I like it actually – when I do it, it makes me think about exactly what the issue is. With 140 characters you can’t ramble on, your complaint has to be precise, specific and targeted. But I also like that companies who use Twitter properly to engage with customers are increasingly understanding that a long letter does not necessarily mean a more serious complaint.

But I haven’t always been on Twitter, and as I said, I did used to write real letters of complaint. Here’s one from 2009 – it’s to First, the bus company, about a not completely out of the ordinary bus trip.

Dear First

I travelled this evening (June 4th) on the number 12 service in Leeds from Roundhay Road to Leeds City Centre, and was disappointed with the service.

As I boarded the bus I was ignored by the driver for around a minute (a rather long time) as he adjusted the sign on the front of the bus, making me feel particularly unwelcome on the bis.

Further along Roundhay Road, the driver stopped at a bus stop and waited for around five minutes with the engine left switched on. Whilst I understand that such waiting is necessary for timetable purposes, I was, and still a, unsure why the driver did not switch the engine off. Aside from environmental concerns, this appeared to me to be an unnecessary waste of fuel which, given the current economic situation and especially recent fare increases, is totally unacceptable.

Again, further along Roundhay Road, the service was further delayed as the driver parked the bus (once again leaving the engine running) by the Tesco Express store close to the Thomas Danby College. He left the bus, went to the store and apparently made a purchase (as he came back with a full carrier bag). This delay to my journey was clearly not for timetable reasons, and a delay for the driver to carry out seemingly personal business is both inappropriate and unacceptable.

I would add that my experience this evening is not typical of the First service, leaving me extremely disappointed by this journey, and I would therefore like a refund of my fare.

I look forward to hearing to you.

Best regards

John Avocado

And here is the response I got from First:

Dear Mr Avocado,

I am writing in response to your email of complaint recorded with us on the 05th June 2009.

We are currently investigating the matters highlighted and will send you a full response as soon as the investigation has been concluded.

Thank you for your continued patience.

Yours sincerely

pp scribble

Nicola Davenport
Customer Services Team

I did get a follow-up asking me to phone them to discuss the matter, but for the £1.80 fare I couldn’t really be bothered.

There are a few other letters and whinges hanging around in my sent items mailbox and probably in archives at my parents’ house somewhere. Maybe I’ll stick them up here.

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