Saturday, December 21, 2013

Even more Myki Madness

Snip from an email from a friend. He is internet savvy and just being stubborn I expect. I think he was away when his Myki renewal email arrived and he missed it.
I went to the City today; got off at Central; my MYKI would not work as it has “expired” on 5 December!


Well, the lady there at the ticket office made a new card for me immediately; no hassle EXCEPT  “You have an automatic top-up authority on this card sir; that will no longer be valid; you will have to renew that”!

Can I have the form then please  . .  . Oh there is no longer a form; you have to go on line and do it sir  and if I don’t have a computer to go on line????   well you will have to go to an Internet Cafe and do it!
Anyway, I want to detail R's problematic renewal of his Myki concisely.

He travelled by tram to Flinders Street Station and as you don't have to touch off on a tram, he didn't. He queued to renew his card. Staff said you can't because it wasn't touched off. He was escorted through the train barrier and out again and was now touched off. He queued again. Instead of being issued a Senior's Myki, he was given a normal one. He pushed into the newest queue and obtained the correct card.

A couple of weeks later he went online to add money to his Myki card balance and the system would not accept it. He called the Myki office and after a long wait in a queue, it was discovered they had registration details for his original card and the wrongly issued non Senior's card, but not his current and valid one. Sir, it will be fixed within two weeks. Where did that leave him? He had to use a machine on the street to top up his Myki so that he could travel. Yes, eventually the matter was sorted and he was notified by email. 

If only, if only, the brief email Myki sent about the need to renew his card said, your card must be touched off to renew your Myki, none of this would have happened and it would have been a smooth process that would take one minute and he would not be bad mouthing effing Myki to anyone who will listen. Instead he spent about 15 minutes at Flinders Street Station and a bit less than an hour on the phone with two calls including phone queue time and some time on the net.

I am in the process of emailing Myki about the matter. Perhaps I should just cut and paste this. (cannot, 1000 character limit)

20 comments:

  1. Simple systems made frustratingly difficult. Which sounds all too familiar.

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    1. EC, I kindly say, our ticket system is a work in progress.

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    2. Andrew, calling our ticket system a "work in progress" is altogether TOO kind!

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    3. FC, possibly. Has your Myki expired yet?

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  2. Public servants are not known for using 'Common Sense', they are more known for their motto:' Why do Things the Easy Way, when You can do it Complicated.'

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    1. Bill, it keeps their jobs. Think of how many people are employed in call centres to deal with problems like R's.

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  3. Is this literally true? If so, Kafka died too early...there is a new nightmare waiting to be written up.

    The reason I have any doubt was because the required form, mandated by the state government, was only available on-line. There is no way that a minority of the population can be criminalised, simply because they were born before computers were invented.

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    1. Hels, in the early days of the net, or in one of my very early blog posts, I predicted how non internet people will be disadvantaged. Over the past year I had seen the start of it.

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  4. We might be a totalitarian democracy in Singapore but I love my bus/train travel pass!

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    1. Michael, I had to google to find out about the EZ Link card. Love your buses that darken their windows as they pass close by an apartment block.

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  5. Good idea to email Myki, they need to know the faults in their system. now at least they can amend the emails to inform people of the necessity to touch off before getting a renewal.

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    1. I've tried a few times River, but not got it right yet. I want to make and human inconvenience contact, rather that a cold complaint.

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  6. Yes go ahead and email them not that they will do much about it. It always has to be complicated when the state runs anything.

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    1. Diane, while behind our privatised transport system, the government is still deeply involved. However, in this case, it is a private contractor.

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  7. Oh dear. Too bad if you're elderly and non internet savvy. No transport for you!

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    1. My elderly mum calls the computer "Daddy's nasty little toy". There is no way she will learn how to use it.

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    2. Fen, today I read a report about Chicago's new smart transport card. We in Australia have nothing on the private companies in the US who can rip off the poor in so many ways.

      Hels, your father uses a computer at his age? Yes, I vaguely recall you mentioning it in the past. I can see why your mother would say that.

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  8. Oh how I hate those 1000-character limits!

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  9. Mitchell, you don't think that you and I might be inclined to write too much?

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    Replies
    1. Never! You've got to get down all those details.

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