Do I Expect Too Much From Customer Service?

“You get what you pay for” is what I was told by someone a few hours ago when I imparted about my customer service experience with Megabus — but I respectfully disagree.

With virtually every business transaction comes a certain expectation of customer service. For example, when you purchase a hamburger with pickles and the pickles are not on your hamburger, you do not expect the employee behind the counter to either deny your request for pickles or charge you extra for them — even if you only paid 99 cents for the hamburger — that is, unless the usual policy is to charge customers extra for pickles or that the restaurant does not typically have pickles on the premises.

If the employees fail significantly to satisfy you and the source of the blame is within the company, the company should do whatever it takes within reason to ensure your satisfaction and increase the chance that you will return to patronize that company in the future, in my opinion.

Megabus has an interesting policy where if you arrive at your destination greater than two hours late…

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Windshield Wiper Malfunction Causes 3+ Hour Delay on Megabus

While the bus sat at the truck stop just off Exit 84 of Interstate 81 somewhere east of Fort Chiswell, Virginia at approximately 2:20 in the morning, I overheard the bus driver downstairs on the bus contemplating placing a service call for a mechanic because the windshield wipers were no longer operable, as they created a strange grinding noise every time they were switched on.

The light rain had stopped some time ago; but I suppose she was concerned about there being additional rain along the route; or perhaps the windshield of the bus getting sprayed with water from a passing vehicle — such as a tractor trailer with 18 wheels, for example. I can understand that — safety first for the passengers.

With the rain having stopped for some time after staying at the truck stop for at least 20 minutes — it was not a scheduled stop — the bus driver decided to…

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