In the latest series of unfortunate events for the company that just keeps on sucking, today my New Jersey Transit train was 5-10 minutes delayed due to their ever-popular “mechanical problems” issue. While typically a 5-10 minute delay is no big deal, today is an exception to that notion because the temperature is about 10 degrees with a roughly 30-mph wind howling around, making it feel about -5 F.
I can’t for the life of me understand why the company can’t just be honest with its passengers. Some of us have to walk a mile and a half to the train station, so to get there and have to wait longer for a delayed train in horrible weather without knowing why, I get a little upset. Why can’t they just say: “we’re sorry for the delay passengers, but our rail system isn’t equipped to handle extreme temperatures so we’re running on a 5-10 minute delay?” No, instead they throw some prerecorded mumbo-jumbo over a loudspeaker stating, “the 7:28 train to Hoboken is experiencing a 5-10 minute delay due to mechanical problems.”
New Jersey Transit would do well to take a course in customer service and satisfaction, but not from Best Buy.