I’ve checked out an OV bike with automatic lock on Wednesday, October 11th and returned it the same day at the OV bike station at Nijmegen central. I used my OV card to check out the bike and also used it again to register it when I checked it in. I then took the train back to Amsterdam where I live. This was a work day trip. I now, 3 days later, got a message that they never received the bike and I have to pay and return it.
Customer service chat doesn’t respond. They kept me on hold for 2 hours and then when they logged in a person, they forgot to reply after I’ve given them details.
Got a customer service human by phone after one hour more. She took my details and told me they will look for the bike. But in case they don’t find it I have to pay a large sum of money and if I don’t agree with this I have to file a police report. Then she proceeded to laugh at me when I said I won’t do this because I have returned the bike. Quality customer service right there!
Leaving aside the fact that I checked the bike in and out for a one day trip. This is an insane amount of time wasted trying to explain a situation for a system that is obviously not working. The automatic lock on the bike doesn’t seem to be communicating with the overall NS system, otherwise I wouldn’t have to explain, like for children, where I left the bike. Surely that bike has been checked out again over the past days but there’s no system to keep track of this which is truly maddening.
I read a lot of the notices on this community forum before posting and it seems the issue keeps repeating itself over and over again.
It’s clear that you shouldn’t launch a system if you haven’t linked and tested it properly. It’s a headache to deal with for users. And if you do train customer service representatives don’t make them laugh at customers when the fault is of the system you’ve implemented. I mean, don’t make them laugh at customers in general. Geez.
I await your prompt and professional reply to this. Let’s see if this is even possible. Thank you.
