Here is the response to my response and it is actually pretty good but still doesn't explain why they can't install a system on time and when it will be completed:Don't forget to email fgw.feedback@firstgroup.com with any issues and let's keep the pressure up"!:Thank you for your further email of 17 February 2011, and for providing the additional details. I am sorry that you are so disappointed with the response from our Customer Service office - as well as the lack of information at Acton Mainline. However, I am grateful that you've continued to liaise with us.We know that what customers really need from us is accurate, up-to-date information - not only during times of disruption but also during normal day-to-day operations. We aren't doing this well enough at the moment - especially at our smaller stations such as Acton Mainline, where we know reliable information is paramount. I'm genuinely sorry that you feel so let down.We recognise that many of the components in our station information systems are life-expired, and simply cannot offer the support and reliability that modern rail operations need. As previously advised, we are in the process of replacing the information systems, and not just repairing old components. We've invested significant financial resources (over £12 million) to ensuring that the information systems are replaced with more effective and dependable equipment.Whilst the work has already begun, this isn't something that will happen overnight, nor will it be a singular installation at the stations. Instead, it's an on-going process that requires the simultaneous changes being introduced across the network as a whole. After all, the information systems aren't limited merely to monitors and tannoys at the stations, but involve a much more complex set of integrated components. This isn't such a straightforward scenario as merely introducing new indicator monitors at the stations, but instead requires a much more complex and on-going process to update the entire system. It's the only way to ensure that the system is updated to the standards we need, and more importantly, to the standards our customers rightly deserve. As such, there is no one specific date we can provide as to when the new systems will be in place, as the investment simply doesn't represent a one-off installation of new components.We're confident of the long term benefits our investment will bring. However, I do also realise the frustration some passengers will feel in the interim period, for which I apologise. I can assure you that we're just as eager as our passengers to have the new systems installed, and we are working to do this at the earliest opportunity.Our Regional Station Managers are fully aware of the difficulties regarding the information systems within the Thames Valley area - just as they are familiar with the problems affecting their own stations. Our Regional Station Managers do make frequent visits to each station, so they are aware of the realities that day-to-day rail travel entails.As the information problems are on-going I realise how the temptation can sometimes be to think that we're somehow ignoring the issue or aren't taking action. Whilst I would wish to assure you of our genuine intentions in this matter, I realise that in reality there is little I can say to convince you of this. Instead, I realise that the only way we can do this is to show you that we can provide the information you have every right to expect in a more tangible way. I hope we can do this given that we are committed to the upgrade project, although it may not seem like it to you at the moment. I note your reference to referring this matter to London Travel Watch and Passenger Focus, and I am genuinely sorry that you feel this is necessary. However, we will of course provide whatever information they need for their investigations, and comply with whatever recommendations they make.Thank you again for taking the time and trouble to highlight your concerns. We welcome feedback from customers, which highlights areas in which we can improve any aspect of our service.Yours sincerely Alison Thornton Customer Service Team Manager
Eddy Leviten ● 5685d