My response from Septa came today. I do appreciate the detailed explanations: Dear Erin Palmer, Thank you for contacting SEPTA Customer Service. I’d like to take this opportunity to apologize for the delayed response to your submission. During the week beginning January 6th, all modes of SEPTA service were impacted by an unprecedented number of large scale, severe events. These service issues were primarily attributed to the extreme weather that affected the SEPTA service region. As a result, the Customer Service Department has received an unusually high volume of concerns and comments from customers with feedback regarding their experiences. Please note that the customer comment system is set up to distribute complaints, suggestions and commendations to the Management for the corresponding service division 24 hours, and his did occur with your complaint. The Customer Service Department has been reviewing Control Center incident logs and Management service assessments to respond accordingly in acknowledgement of these comments. Please accept our apologies for the train car shortage and resulting overcrowding conditions experienced on the Fox Chase line train #846. The main problem can be attributed to and equipment shortage resulting from mechanical issues. Many of the equipment problems began with traction motors burning out on the Silverliner IV cars -- our newest Silverliner V cars are not subject to this problem. This problem results from snow that blows inside then melts. The moisture then shorts out the motor. Unfortunately there isnt a quick or easy fix to this. These cars have to be sent to the Rail Maintenance Shop for repairs. While this issue didnt completely sideline all our service, it started a trend that eventually grew by Tuesday (1/7) to over 50 damaged motors. The problem created equipment shortages resulting in delayed and crowded trains. Management is currently assessing all aspects of service impacts and the response along with customer feedback. These are very important in identifying service areas in need of improvement. We have made every effort to keep the SEPTA system in a state of good repair. Unfortunately, we often have old technology, old infrastructure and old vehicles operating in some of our most service critical areas. Many of the issues just described will be remedied by our recently announced Catching Up capital improvement program made possible by the recently passed Pennsylvania Transportation Funding Bill. septa.org/media/releases/2013/12-19a.html Among the initiatives: Overhead Wire Replacement on the Media/Sharon Hill (101/102) Line Catenary Replacement at the 36th St Tunnel Fleet Upgrades to replace City and Suburban Trolleys and Buses, and Regional Rail Silverliner IV, & Push Pull Rail cars We know that improvement is necessary in communications with our customers and our ability to quickly update station information during emergencies. However, SEPTA does appreciate the honest customer feedback being submitted as a resource to use in providing service that meets your expectations. Please accept our apologies for the incident that you encountered on Monday evening. Be assured that SEPTA acknowledges your concerns regarding the extremely aggravating service issues youve reported experiencing. The Control Center incident log confirmed that all Regional Rail service was severely impacted by an equipment problem that shut down power on all 4 tracks at Market East Station at exactly 5:00 p.m. Power was restored to Tracks 1 and 4 by 5:24 p.m. Tracks 2 and 3 were re-energized by 5:28 p.m. However the disabled equipment on the tracks needed to be dealt with accordingly. As a result service wasnt fully restored until approximately 6:00 p.m. Even after full restoration, residual delays impacted all regional rail service lines through the end of the service day. Please accept our apologies for the train car shortage and resulting overcrowding conditions experienced on this train. The main problem can be attributed to and equipment shortage resulting from mechanical issues. Many of the equipment problems began with traction motors burning out on the Silverliner IV cars -- our newest Silverliner V cars are not subject to this problem. This problem results from snow that blows inside then melts. The moisture then shorts out the motor. Unfortunately there isnt a quick or easy fix to this. These cars have to be sent to the Rail Maintenance Shop for repairs. The problem created equipment shortages resulting in delayed and crowded trains. You are encouraged to contact SEPTA Customer Service with any other comments or concerns.
Posted on: Sun, 12 Jan 2014 19:57:12 +0000
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