tbtc
Veteran Member
For some reason I thought you had a bit of an anti-FGW agenda, dunno why...
Oh, that.
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FGW ignoring and deleting posts
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For some reason I thought you had a bit of an anti-FGW agenda, dunno why...
Oh, that.
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R
RailUK Forums
I dont have an issue about people making complaints on Twitter etc its a good medium to get a quick response across but what I do have an issue with is the manner in which they are made.
You wouldn't expect to be spoken to like that face to face but unfortunately its all too easy to hide behind a keyboard
You wouldn't expect to be spoken to like that face to face but unfortunately its all too easy to hide behind a keyboard
I dont have an issue about people making complaints on Twitter etc its a good medium to get a quick response across but what I do have an issue with is the manner in which they are made.
You wouldn't expect to be spoken to like that face to face but unfortunately its all too easy to hide behind a keyboard
Sadly though FGW don't help the issue all to well by having some staff who are plain rude or in one member of staff I know of, just plain abusive :cry:
Wonder how many passengers are rude and abusive to staff members? Bet its more than one.
That's not in the public domain though. I make observations about them publicly. I could rant if I wanted, but it wouldn't gain anything. What I said there was opinion, not rant.
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Seen Northern Rail and Virgin Trains both removing posts they don't like the look of, often posted by people with a genuine complaint that would warrant an answer.
WelshBluebird
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Why?
Indeed the FGW twitter profile is used mainly by them to respond to complaints and questions.
I agree, the world is obviously heavy in terms of social networking, especially the younger era. I wouldn't dream of actually writing to them in letter, what a waste of time and money in stamps.
Hello. Ollie here 
Facebook
As others have pointed out I have commented in the past on the Facebook page that we do delete comments and posts. But only swearing/rude/offensive to others.
We will also delete posts that are complaints about staff. These kind of posts are best with customer services and we have agreed with trade unions that we will not deal with this via social media.
If you look on the Facebook page for FGW you will notice there are various negative comments about the service which we provide.
Facebook is great for providing feedback but unfortunately not everyone does it in a polite way.
Twitter
We currently cover Twitter Mon-Sun 0700-2200. We do what we can to reply to tweets sent during this time. I'm not aware of any reason to ignore tweets except from if abusive (although I personally still try and talk to the person). Even if it's something we can't deal with on Twitter would be advising where it can be dealt with.
There is a certain point in a conversation on Twitter where you just can't take it further. I give you this as an example:
https://twitter.com/hrybbk/status/272024828352012288
If a tweet you have done is missed, just let us know, it is most likely accidental and not done on purpose.
Notes
I am doing this personally and this should not be considered as an official FGW point of view.
As others have pointed out I have commented in the past on the Facebook page that we do delete comments and posts. But only swearing/rude/offensive to others.
We will also delete posts that are complaints about staff. These kind of posts are best with customer services and we have agreed with trade unions that we will not deal with this via social media.
If you look on the Facebook page for FGW you will notice there are various negative comments about the service which we provide.
Facebook is great for providing feedback but unfortunately not everyone does it in a polite way.
We currently cover Twitter Mon-Sun 0700-2200. We do what we can to reply to tweets sent during this time. I'm not aware of any reason to ignore tweets except from if abusive (although I personally still try and talk to the person). Even if it's something we can't deal with on Twitter would be advising where it can be dealt with.
There is a certain point in a conversation on Twitter where you just can't take it further. I give you this as an example:
https://twitter.com/hrybbk/status/272024828352012288
If a tweet you have done is missed, just let us know, it is most likely accidental and not done on purpose.
Notes
I am doing this personally and this should not be considered as an official FGW point of view.
Who said anything about writing a letter and posting it? As well as the email address posted on Twitter, referred to above, here's a contact form at the FGW website here
http://www.firstgreatwestern.co.uk/About-Us/Customer-services/Contact-us
Frankly I find your suggestion earlier in the thread that if you provide any detail here on whatever terrible slights you have suffered that FGW will be able to work out who you are and ban you from their trains laughable - or is there some secret hit squad of FGW staff lurking in the subway at Swindon ready to pounce on orders from the mysterious 'management' you keep going on about?
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Well I would write to them or anybody else if I had a complaint. I'd probably e-mail them but still put the complaint in letter form, with a structured account of why I am complaining, and send it as an attachment.
The purpose of Twitter (although I'm not sure how to use it) is surely to ask questions about the service, particularly when the service is disrupted, not to launch a tirade of abuse about how the train company can't do this that or the other. A valuable service and one that the twits (assuming that's what you call the people who tweet) should be grateful to have.
The purpose of Twitter (although I'm not sure how to use it) is surely to ask questions about the service, particularly when the service is disrupted, not to launch a tirade of abuse about how the train company can't do this that or the other. A valuable service and one that the twits (assuming that's what you call the people who tweet) should be grateful to have.
CC 72100
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Hello. Ollie here
......
Thanks for that Ollie. I did believe that this was the way you did things on Twitter & Facebook, but as I wasn't sure I decided against putting my pennies worth in.
Welcome to the forum!
merlodlliw
Established Member
I have never used social networking sites,too many hangers on with nothing else to do joining in or so it seems.
Best resolve them in private, that's what I do,
Bob
ushawk
Established Member
Really ? Ive had a couple of complaints to Virgin sent over Twitter and have had no problems getting a reply at all - in fact i think they are one of the best TOCs when it comes to this, certainly over taken Southern into 2nd place of my "top 3 TOCs on Twitter" (Southerns has turned into a no-fun faceless service which gives out wrong or vague info which is different to NRE).
People usually go on Twitter to complain as its simply quicker to get it off their chest and an answer is usually fairly quick, as compared to sending an e-mail and maybe getting a reply 1 week later.
Thanks for that Ollie. I did believe that this was the way you did things on Twitter & Facebook, but as I wasn't sure I decided against putting my pennies worth in.
Welcome to the forum!
Thank you Adam.
YorkshireBear
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Only ever see offensive posts removed. A real complaint can be hidden in an offence often. Cant remove part of a post.
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