Unsuck DC Metro: "Rude, Just Rude"

Monday, February 27, 2012

"Rude, Just Rude"

via @mathewbrown @unsuckdcmetro No passengers allowed to enter Dupont Circle north escalator. twitpic.com/8o78ml

For some time during Friday's afternoon rush, Metro closed off the Dupont North entrance, the only open entrance to one of Metro's busiest station as the Authority has closed the south entrance for 8.5 months to replace the escalators.

It sounds like the problem was relatively quickly resolved, but the poor reaction of the Metro employees at the scene compelled two people to write.

From Tonya:

I am normally one who gives Metro a break, but on Friday, they just crossed the line.

I'm a physically disabled person with a bad knee. I showed up at the Dupont station on my way home only to find no way to enter, but what I want to point out is the rudeness of the Metro employees at that scene.

They were not only unhelpful, they mocked riders who merely asked them why they were not able to get into the station. I have never been so insulted in my life.

For the majority of the people, I'm sure it was only an inconvenience to walk to Farragut North, but for people in my situation, it was an impossibility, yet there was not a hint of compassion in any way the Metro police and employes behaved.

To snicker and murmur insults at your customers like you were watching animals at the zoo is something beyond the pale. It's rude, just rude.

I wish I had another option to get to and from work, but I don't. I'm tired of handing over my money to these fools.

Metro used to be a real point of pride in this city, but it has sunk to depths of depravity no one could ever imagine.

From anonymous:

It was right after they opened up an escalator for people to walk down. There was a Metro employee leaning near the opening (that was a nice touch, made it harder for people to file over there) and he was scowling/glaring at passengers and appeared to be talking to himself or Metro police (they were standing behind him).

He was talking about how we couldn't just walk to another station or take the bus - had to get on this escalator.

Then the Metro policeman made a comment like "yeah - gotta to get home - always in a hurry."

They were basically making fun of passengers for being upset and not wanting to walk to Farragut North or pay even more money to take a bus to Farragut North.

It just added to a very frustrating evening.

There were a lot of angry passengers waiting at Dupont North.

They offered little or no information.

Just that it was closed and people had to go elsewhere (they offered the 42 bus or Farragut North - but gave no directions).

They also said the elevator was closed to passengers. Ah Metro - only how many more months to go? Haha.

If I treated my clients the way some metro employees treat passengers - I'd be fired.

I also liked WMATA's excuse that they must have two escalators that go up at all times. Never seemed to be a problem at Dupont South - which was lucky to have one functioning escalator - ever.

Looks like Metro was quick to place blame for the closure:

#wmata-At Dupont,on north side- middle escalator broke bc of heavy rains,Metro says.It is now a walker.Two others are going up.Station open.
— Dana Hedgpeth (@postmetrogirl) February 24, 2012

Other items:
Budget hearings start tonight (WMATA)
Metro "speed interviewing" new engineering applicants (Examiner)
City Paper blasts Metro's survey
Teen cut during Metro Center fight (WJLA)
Metro does "social media" in private (FixWMATA)
Developers eye Silver Line (Examiner)
Metro assists injured bald eagle (WaPo)

Comments (18)

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+22 Vote up Vote down

Jackie Jeter 689 · 682 weeks ago

You expected them to perform the job for which they are being compensated? You obviously believe in slavery...

+12 Vote up Vote down

@schrammalot · 682 weeks ago

If you wonder why I don't respect Metro employees, this is why. Respect me, and I'll respect you.

+10 Vote up Vote down

Naz · 682 weeks ago

Talk about job security! How many of us would get fired instantly for being rude to clients/customers?

+8 Vote up Vote down

guest · 682 weeks ago

i rather suspect those metro employees drive to work -eyeroll-

i lucked out; walked up to dupont from GWU hosp and there was one up, one down, and one closed.

i must admit it cheered me somewhat last week when my red line train broke down outside medical center; the metro employee in the car with me was 20 mins late for work, too.

1 reply · active 682 weeks ago

+3 Vote up Vote down

16 cents · 682 weeks ago

I thought it was kinda funny that Sarles makes nearly as much as the President of the United States does. It probably is harder to run Metro than the entire freakin country.

+7 Vote up Vote down

DC Denizen · 682 weeks ago

Glad to see that Sarles has, by any measure, been successful on all fronts, and has set about restoring public confidence in WMATA, by not only communicating more, but also listening better to our customers.

This man deserves a performance bonus!

+9 Vote up Vote down

DMCinDC · 682 weeks ago

"Metro used to be a real point of pride in this city, but it has sunk to depths of depravity no one could ever imagine."

I moved to DC in 1995 - because I heard of the amazing metro system, and it was really great at the time. I settled into Silver Spring, bordering Takoma and got a job in DC. I used metro to commute every day... until now. I have gone through more abuse from metro than I can handle, while they continue to keep wating me to pay more money, and want me to just give up my right not to be searched without reasonable cause.

3 replies · active 682 weeks ago

+8 Vote up Vote down

DMCinDC · 682 weeks ago

I have two bad knees and plantar faciitis in my foot. I cannot stand for long periods of time, and walking many blocks or climbing up and down stairs is very painful. It's bad enough I have to walk around all the construction going on at Silver Spring, but since I work at Dupont South, now they expect me to walk from Dupont North, and risk a complete escalator outage there, or use Farragut North and walk blocks from there... all for the same cost? There's no discounted fare for getting off at Farragut North and inconveniencing myself. Nope. I can't imagine people with disabilities worse than I have trying to use the metro system. It's just so far beyond the pale horrible now.

+2 Vote up Vote down

DMCinDC · 682 weeks ago

So that was it for me. I gave up and started driving every day. I use to have work hours 11am-7:30pm, just so I could take metro off peak, as the metro peak fares are too damn high!, but now I work 9am-5:30pm. I leave home at 7 am, and get into a parking garage at 7:30 and the garage only costs me $8 the whole day. Then I get to a gym and work out and then shower and get to work. I get home at about 6:30 pm. Overall, I've shaved at least 15 mins off my commute both ways, saving me at least a half an hour of my time a day.

+2 Vote up Vote down

DMCinDC · 682 weeks ago

I am healthier now and feel great, and my commute is happier and far more pleasant, and costs less then what I was paying to use metro. You know... I cannot thank metro enough for being so horrible that it drove me to try a better commute.

For those who have no other options... I am so sorry. Maybe look into a car pool or scooter?

I still have money on smart benefits card that they will never reimburse to me, so I can't say I will never ever use them again, but will probably only use them when my car is being worked on or there's bad weather.

+3 Vote up Vote down

Mat G · 682 weeks ago

I was on an L1 Bus going North on Connecticut and right when we made the turn from Florida onto Connecticut the bus was suddenly filled with people cursing out Metro/Laughing at their ineptitude. Another day in the district.

+14 Vote up Vote down

F'n JD · 682 weeks ago

It's only a matter of time before a customer assaults a WMATA employee. Just wait.

2 replies · active 682 weeks ago

-2 Vote up Vote down

n2deep · 682 weeks ago

i am praying for the day when someone attempts to assault me. can you say full retirement??

+3 Vote up Vote down

anon · 682 weeks ago

always looking to sue somebody

-7 Vote up Vote down

@katefink1 · 682 weeks ago

I was on the scene there and although the metro employees were rude and had no information, some of the angry bystanders were pretty rude too. They shouted things at the metro employees and mocked them which only made the employees mad and things just digressed from there. Yes the employees should have taken the high road, but there are two sides to this story. I don't condone passengers that think starting a shouting match with a metro employee is really doing anything to solve any problems.

3 replies · active 682 weeks ago

+8 Vote up Vote down

Kat · 682 weeks ago

It's Customer Service Rule Number 1, however -- the customer is allowed to be upset! Don't make it personal by getting upset yourself, just tell them that you understand and here's what we are going to do. People calm down after that. But to be rude in return only escalates the situation.

+8 Vote up Vote down

horseydeucey · 682 weeks ago

Oh noes!
People who paid for a service, people who are fed up, people who expect more, people who are tired, people who are frustrated, people who have been putting up with this nonsense for years, people who remember when things worked like they should...
were upset? Rude, even?
You don't say.

The employees should have taken the high road.
The customers (paying, I might add), should have taken working escalators and trains and buses that run on time--without guff (bet you didn't think you'd read that word today, did you?).