Terrible Customer Service

<p>I went to collect wife from the Guatrain Station in Malboro on the 17th December 2016, around 13:30, it was my first time entering the Gautrain premises. I drove through the drop off entrance, I first pressed the wrong button for I and I was advised to press the green button, so I did and the boom gate opened, to my mistake I did not realise that I was supposed to wait for a ticket, I assumed that I don’t need a ticket if I’m driving through a drop off zone.</p> <p>I picked up my wife and drove to the exit I was surprised and confused to see that the exit requires you to insert a ticket to exit the premises, I pressed the i button again, but I was ignored I pressed it several times and I was still ignored, a security came to my aid and explained that I need to go to the window and explain that I left the ticket by the entrance.</p> <p>I parked my vehicle and proceeded to the office as instructed by the security, to my arrival a gentlemen said that Ya! You ignored me now you need to pay for the ticket, I then asked him how did I ignore him because I pressed the green button as instructed, he said regardless I will have to pay for the ticket, I then asked him if do you pay when you are picking someone up and he said no, you don’t pay if it’s less than 15 minutes. I requested a supervisor who was already standing behind him.</p> <p>Thabiso Makwala (Supervisor) came to the window, and I explained my situation that I was not aware that I need to take the ticket and that I was there for less than 15 minutes, I also said that he can check his CCTV footage to see that I did not take the ticket, he said have I ever been to a mall before, I should know how it works, I then rep**** that if a mall has a drop off zone, you will not need a ticket because you won’t go inside the mall, I went to check my ticket by the gate and came back and Thabiso said that he won’t be able to help me as I need to pay R15, I then asked for a manager or someone superior to him, he **** and said that there’s no manager on shift, he’s the highest authority at the time, there was a lady behind him listening to our conversation, I could see Thabiso is not willing to assist me, I then asked the lady if she’s not the Manager and she also **** and said that she’s not the manager, (Please check your footage for proof) I then asked him to call the manager on his\her phone and he refused, I explained again to him that it’s my first time at the Gautrain Station and I am not aware of how it works, he said there’s a note at the gate that tells you take the ticket or you will have to pay, I pleaded with him to go with me to the gate and we did not find such a note, instead we found a security who explained to Thabiso, that when a customer leave a ticket behind, the ticket automatically goes back into the machine.</p> <p>Thabiso had initially said on more than one occasion that someone else took my ticket, I then asked Thabiso that he’s the supervisor but he does not know that the ticket gets swallowed back when you leave it behind. Thabiso refused to help and said that I will still need to pay, the security is just saying what I want to hear, said to Thabiso, the security has more reasoning capacity than him and he said that he will teach me a lesson and that now I will pay R100.</p> <p>The mystery lady (Emalda Mabaso) came again as we were having a dispute in front of customers, I asked her for the second time if she’s not the manager and she finally agreed to being the manager, I explained my situation to her again and my personal opinion is that she was afraid to use her own discretion as a manager because Thabiso said himself that if the manager assists me he will change he will also change the rules because they would be useless rules. This was when I told him that a manager would understand my situation and will assist me.</p> <p>The “Manager” (Emalda Mabaso) stood by Thabiso’s decision so I asked for her manager’s name and she refused, she got aggravated and shouted at me in front of customers when I said that she does not qualify to be a manager, she said that I will go back to the Queue even though and pay even though I was already by the window an hour ago, I spent an hour trapped in the Gautrain premises, I was late for my Kidz party, I was embarrassed in front of my family and customers, Emalda and Thabiso made a mackoriry of me they were both rude, and unprofessional, I know they could have handled my situation differently, I suspect that they had to show a united front and not go against each other by overriding the other’s decision so that they can appear to know what they are doing, whereas each case should be treated based on its own merit, I did not take the ticket, I was there for less than 15Min before they refused to assist me, even after the security said that the ticket get swallowed when one drives off without taking it, you have CCTV’s available please refer to them for a proper investigation.</p> <p>Why did Thabiso Lie and say that there’s no manager on shift and why did Emalda Lie and say that she’s not the manager, she even refused to give me her manager’s name, what kind of manager and supervisor prevent customer from talking to their senior when he’s not satisfied with their service.</p> <p>The management at Gautrain in Malboro need to do some serious intervention, be it, disciplinary action or training but interventions are needed because the service there is not acceptable.</p>