Monday, April 14, 2008

Follow-up to Grafton Train Rider's MBCR Submission

We received an update from Grafton Train Rider on a response to last week's MBCR submission. Here is what Grafton Train Rider sent along.

Dear Train Rider,

I think that the GPS systems are at least a year away. Linda never addressed the other concern "Most trains operating on or near schedule" (see below comments).

Grafton Train Rider

From: Commuter Rail Customer Service - Customer Service
Subject: Concern #1971-5959414: Closed (no late train message, useless message on other days)
To: Grafton Train Rider
Date: Friday, April 11, 2008, 3:32 PM

Thank you for your concern.
Comment(s): Grafton Train Rider

I have read your email regarding the lack of delay information while you were traveling on the 5th of April.

I am sorry that you needed to write to us about this situation. The station VMS message boards have been subject to a series of difficulties over time. While dispatchers continuously update information as it becomes available, there are times when the information becomes stuck in "queue." On our end (communications department), it appears that the information has been correctly transmitted, yet our customers don't see the change. At the moment, until we hear from our customers, we have no way of knowing that the relayed update does not reach its intended destination.

I am pleased to report that efforts are underway to replace the current LEDs with a new GPS messaging system that will have service information generated directly from the locomotive and relayed in "real time" to passengers at stations awaiting trains.

I do apologize for the inconvenience that you have experienced and thank you for contacting us.


Linda Dillon
MBCR Customer Service Manager

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