Friends of mine know that I have long honed what might be called a knack for the effective customer service rant. In this most recent case, I was trapped in that special level of hell known as Bay Area Fastrak account cancellation, and having tried all the normal routes, I took things up with the people in charge. Well, I took things up with the people in charge after finding them by means of some serious LinkedIn stalking. This Steve person below runs transportation, essentially, for all of California, while Ann heads up policy and Andrew has a closer operational role to Fastrak. What follows (excepting some insignificant personal information I’ve redacted) is my email to them.

Continue reading →