Lost SmartTrip Card: Customer Service Review

Monday, January 5, 2009

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Oh what a weekend it has been.  On Saturday I lost my Metro SmartTrip card as It fell down the elevator shaft at my condo.   Good thing that I registered it because it has something like $28 on it. This morning [actually right now] I am on hold with WMATA customer service to get a replacement card.  Here are some things I have noticed so far with WMATA customer service.

1. If the Call center opens at 7am then answer the phones at 7am.  Don’t put me on hold! Called in at 7:00am
2. If I am on hold give me some tunes to listen too! It’s so silent and boring!  It’s 7:11am

Ah..got an excellent customer service representative [7:15am].  She was very helpful and was a nice voice to talk to in the morning.  Totally makes up for the 13 minutes of hold time with no music. The best part was that the computer systems worked the first time, and she knew exactly what she was doing. The process is very easy and I recommend that everyone register there SmartTrip Card.   Here is what I have to do,

1. Buy a new Smart Trip card.   Will cost $5-$10 or something like that.
2. Call Customer Service back
3. They will transfer the funds to the new card with no charge.

So far in the process everything is good. Excellent customer service. 5 out of 5 stars for Metro this morning!
I will update you on the process a bit more after I purchase a new card. Maybe I’ll do it across the street at the CVS and see how that works out for me.

Tags: Metro

1. Jan 5th 2009
   
   Malnurtured Snay »

   I’d suggest buying a lanyard for your smartrip card. I wear mine around my neck, it’s long enough that I don’t have to stoop to much to use it, I rarely have a problem having the card scan, and I don’t risk dropping it down an elevator shaft, or having my wallet stolen (I see a lot of people pull their wallets out and just scan the Smartrip that way, and I’m thinking “Wow, wouldn’t it suck if someone ran up and grabbed their wallet and bolted?”

   (I’m thinking that probably a lot of people called at 7am, which is why you were put on hold).
2. Jan 5th 2009
   
   Shaun »

   Malnurtured Snay, I guess.. Not sure how many calls were in queue. I had really good service though. Do you know what the chance of me dropping the card down the elevator shaft is? very unlikely since the opening of is about 1 inch.
3. Apr 21st 2009
   
   Steve »

   I have no idea how – but somewhere between the parking garage and Metro I lost my card – and it’s no where to be found. Unfortunately, I never new you could register the card nor did I. However, Customer Service gave me another number (202-962-5711) that you can call and they can pull up your card number based on previous transactions when you load a balance via credit card. They can pull that number for you which you can use for customer service to reload a new card.

   Lesson Learned – now I will register the card. Either way, hope the above advice helps those who are reading the above article thinking they’re SOL.
4. May 5th 2009
   
   MadamN »

   Hi,

   My SmarTrip has been cut by who knows. I was wondering where you can get a new SmarTrip. Can you get them at CVS?

   Thanxx
   MadamN

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