Unsuck DC Metro: Ballston Escalator SNAFU

Wednesday, February 2, 2011

Ballston Escalator SNAFU

From a reader:

Dear. Mr. Sarles,

The Ballston Metro station this morning had all, and I mean ALL EIGHT escalators dead as of 8:05. None were working. There were no signs nor announcements to alert riders they had four flights of escalator stairs to walk up. There were no attendants around at all for crises or assistance. Not one.

As I struggled up the fourth escalator, wondering if I could actually reach the top, an elderly lady farther up from me suddenly stopped. She burst into tears and I heard her say, "I cannot make it. I cannot go down. What am I going to do?"

Two people helped her up the remaining steps. I saw them at the top, she was barely able to stand and was still crying. (I hope they were calling 911 for her.)

I saw two elderly men with canes struggling up.

I saw one woman on crutches staring up at the last set of escalators not even moving. She looked quite desperate. I believe she turned around with her crutches to try to struggle down the escalator steps probably hoping to make it to the elevator. For all I know, she's still at it.

At least one person who made it all the way up stopped at the very top and was so winded he could not even get out of anyone else's way.

During this entire time, not one Metro employee was to be seen.

No announcements, signs or warnings were provided for anyone that every single escalator was dead.

Nothing.

So I ask you, Mr. Sarles, since you are now officially GM, What is Metro's excuse this time? All of the attendants had to pee at the same time and were "busy?"

No paper and crayons available to post a sign alerting that if you cannot handle three flights of escalator stairs you should use the elevator? (This, of course, is after you have made it up the dead platform escalator steps.)

No person at all on staff able to stand there and shout out, "Escalators dead! Elevators this way!"?

At 65, could YOU have made it up four flights of dead escalators steps? Would you be one of those we needed to call 911 for? Or would you be like me: sitting here in serious knee pain wondering how I am going to make it through the rest of the day?

Mr. Sarles, I await your response to this. To so blatantly, and with total disregard, put riders lives in jeopardy without one lame attempt to be proactive is not only deplorable, it is downright appalling.

Shame on Metro.

--Orange Line Rider since 1977

Comments (56)

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+8 Vote up Vote down

Guest · 742 weeks ago

Noticed this at 8:30am this morning, as well. No Metro employees or station manager to be found.

+3 Vote up Vote down

@DC_Chickie · 742 weeks ago

There was once again one escalator to go up and down (total, not each) at Metro Center. I don't know if the elevators were working (around 8:30am), but an elderly gentleman decided to take the non-working escalators. The line to get up the stairs was nearly backed up to the next set of escalators. Going back to yesterday's post, he should have figured something else out, 2 escalators out during the morning rush! At Metro Center! Unreal. During the rush hour ride home there are 2 or 3 open and I think 1 is usually running up.

1 reply · active less than 1 minute ago

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Matt G · 742 weeks ago

I saw that this AM as well. The Middle Escalator on the Shady Grove side was just gated off, not being worked on - with a note of when it would be ready by written in sharpie. The easternmost escalator, though, did have to men working on it actively.

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Loxybrown · 742 weeks ago

What if people on crutches organized and took to Metro? It would bring the whole damned system to its knees.

+14 Vote up Vote down

Guest · 742 weeks ago

Ugh, I feel so sorry for the elderly travelers who had to struggle just to get out of the Metro station. It's completely ridiculous that the escalators are in such disrepair! Perhaps I'm just being naive, but how hard is it to keep escalators moving? It's not a very complicated technology. Haven't they been around since the late 1800s? I understand DC is a high-traffic area, but why aren't other big cities' escalators this bad? Or airport escalators?

I just love those mornings at Farragut North when all but one of the escalators are "under repair" and closed off, and everyone trying to exit AND enter have to squeeze through one stopped escalator.

+9 Vote up Vote down

Ever and Anon · 742 weeks ago

Just received a reply to my email (that Unsuck kindly posted above). Office of Customer Relations thanked me for submitting my comments. (Comments?!)

Considering the quotes on the side of this blog and that lame response, I would laugh my bleeping butt off.. except my knees still hurt too much to laugh.

Had I not been winded and with no time to spare at that point, I'd have gone back down to the farecard platform and started yelling instructions myself. Assuming my legs didn't give out on the downward swing there.

Sent a copy to Wash Post. Ignored my senators, both US and state. None have yet to reply to my last missive of 2 weeks ago.

+14 Vote up Vote down

John · 742 weeks ago

Do people still think I'm crazy when I say David Lacosse needs to be fired for being one of the most incompetent metro managers in history???

+5 Vote up Vote down

dkb55 47p · 742 weeks ago

One flight of escalators from the tracks to the mezzanine.
One flight of escalators from the mezzanine to a walkway.
One flight of escalators from the walkway to the outside.
Where's the 4th flight?

5 replies · active 742 weeks ago

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Ever and Anon · 742 weeks ago

You may be right. I will recount on the way home.

Either way, it felt like I was in Cairo. And sure didn't make much difference to those of us who could barely make it up, were with crutches, canes, etc. :/

-4 Vote up Vote down

Jack · 741 weeks ago

Wow people are complaining about a little exercise. I can understand the ederly but other than that you should be ashamed. No wonder 1 out of every 3 Americans are obese.

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@kara_h · 741 weeks ago

Once again.

Stopped escalator != stairs

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karizma5 · 740 weeks ago

Not that simple!

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Corresponding Toads · 742 weeks ago

I think there are two flights from the tracks to the mezzanine at Ballston. you know, in case one breaks down ;)

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MPC · 742 weeks ago

The elevators were working at 7:30 - which is ironic because they are down all the time. Honestly, even if the South left elevator is working I won't ride it because of the *about to snap* sensation

1 reply · active less than 1 minute ago

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wanderer0 56p · 742 weeks ago

MPC, even if it snaps you wont fall far. It just goes from street to "mezzanine".

About 50% of the time the south-side elevators are, BOTH, out of service, anyway.

+1 Vote up Vote down

James · 742 weeks ago

was that email in this post actually sent to sarles or just through the wmata complaint system? if it wasn't to sarles directly i'll forward it along. let me know.

2 replies · active less than 1 minute ago

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Ever and Anon · 742 weeks ago

It was sent through the complaint system. I could not find an email to send to him directly. I once sent him a postal-mail letter which he did reply to via postal mail. (Nothing amazing in his reply comments but he actually did address my thoughts so it was "personalized" much to my surprise.) Figured by the time postal mail got to him this time, he'd blow it off as "old news."

+4 Vote up Vote down

Corresponding Toads · 742 weeks ago

If it's posted on Unsuck, better believe Sarles will hear about it (and promptly ignore it)

+2 Vote up Vote down

Radner · 742 weeks ago

http://voices.washingtonpost.com/dr-gridlock/2011...

4 replies · active less than 1 minute ago

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UnSuck Fan · 742 weeks ago

Am I the only one who feels this way? After clicking on the link in Dr. Gridlock's article, I cannot believe there is a LIST “that explains the terms Metro uses to characterize problems”. A list???? What ever happened to something just not working?? Puh-leeze!! How about a little ol' sign saying “Escalator broken. Maintanence has been contacted.” No need to indicate when it will be working again as they have to constantly change the date. No need to apologize as many people now see or hear WMATA’s apologies with derision.

+2 Vote up Vote down

@kara_h · 741 weeks ago

I just wish someone would explain to them in slow small words that every time they say "we apologise for the inconvenience" or "thank you for being patient" you lose some of your credibility if has been too short a time since you needed to apologise last. Right now metro does not have any at all and they wonder why we treat everything they say (like "there is another train right behind me" or "please use all doors, I will wait") as if it probably is not true.

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mr metro · 741 weeks ago

what do you want them to say?

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@kara_h · 741 weeks ago

Umm, maybe fix what they are apologising for and not have to apologise as frequently?

+4 Vote up Vote down

Ever and Anon · 742 weeks ago

Thanks to Unsuck and Radner. I feel ilke I accomplished something here. (And Toads, I've been loving your comments today! LOL)

1 reply · active less than 1 minute ago

+4 Vote up Vote down

Anon · 742 weeks ago

Apparently you feel you accomplished something here because you believe in slavery... haha

-29 Vote up Vote down

anon · 742 weeks ago

You unbelievable morons there was a power outage this morning and if the escalators at ballston are always down it is because one of you morons cause it to shut off.

DRIVE YOUR CAR AND STOP TAKING METRO IF YOU DON'T LIKE IT.

5 replies · active less than 1 minute ago

+17 Vote up Vote down

Radner · 742 weeks ago

You don't use punctuation, yet we're the morons? Nice.

Metro is a public transit system. This means that even if we drive our cars, our money is going into metro and all of it's oversight whether we like it or not. It has a duty and responsibility to serve the public and to serve the public safely.

STOP READING THIS BLOG IF YOU DON'T LIKE IT.

+12 Vote up Vote down

cestlavie · 742 weeks ago

Even if there was a power outage, that doesn't answer the question as to why metro didn't make the escalator issues known to the riders? Why didn't they have signs posted to take the elevator? And it's not nice to call someone a moron. Please be more sensitive and open minded. Thank you.

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@kara_h · 741 weeks ago

I have no idea where to even start. I will go on the assumption that you are a metro employee though.

1) Calling customers morons is not exactly A Good Thing. I think I read that in a manual somewhere back when I was working summer jobs in HS.

2) If power was out there should have been a notice, period, no excuses.

3) Is metro REALLY that dependent on one substation? Most critical infrastructure places I have worked at are on at least two grids. Heck, even the non-critical ones have at least a contingency plan.

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mr metro · 741 weeks ago

1 your comment is at the same level that called others "morons"__i have read your comments and you seem to assume everyday working people are either lazy or stupid or both. yes i work at metro and work on the escalators.__2 how do you know there was no notice? how do you think the problem should have been handled?__3 yes and no its is just like your home not everything is on one circut.__ i will tell you generally elevator and escalators receive power from different feeds. if all power is lost there is a back up power to return the elevator to home base. i would not consider this "critical infrastructure" there is no life or death just inconvenience. what would you suggest as a contingency plan? remember this is not a computer. real manual labor needs to fix this problem, no cc or keysrokes or emails just sweat from a blue collar worker.

+5 Vote up Vote down

dan · 741 weeks ago

"...if the escalators at ballston are always down it is because one of you morons cause it to shut off. "

Yeah, you idiots. Walking on the escalators makes them BREAK! Stop walking on the escalators and they won't break!

+11 Vote up Vote down

anonymous user · 742 weeks ago

The writer is not complaining about the broken escalator, they're complaining about how Metro failed to respond to the power outage.

-2 Vote up Vote down

Joshua · 742 weeks ago

Really makes you wonder what seniors do in New York since most of their stations have no escalators /sarcasm>. Ballston really isn't that bad of a station, so I'm not sure what the outrage is about.

1 reply · active less than 1 minute ago

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Oscar · 741 weeks ago

Joshua, subways in New York aren't twenty miles deep like the ones in DC. Walking thirty steps is a lot different than walking 300 for some people.

-5 Vote up Vote down

Tim · 742 weeks ago

If you're not elderly or disabled and you can't walk up three flights of stairs you really need to get your butt of the sofa and get some exercise.

2 replies · active less than 1 minute ago

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@kara_h · 741 weeks ago

For the Nth time escalators are not like stairs. They are higher than a step, of variable height at the top and bottom of the run, and do not have a forgiving surface to walk on. I regularly see people is obviously good shape have trouble with them.

+1 Vote up Vote down

mr metro · 741 weeks ago

look i will do this as slow as possible by law max vertical rise for escalators step is 8 1/2 inches building code for homes allows up to a max 8 to 81/2.
inches. by law they must provide secure footing. the only thing different from steps at your home is the depth. if you cant adjust to the variable rise at the top and bottom use the handrail for balance and remember to spit your gum out.

-11 Vote up Vote down

John · 742 weeks ago

Sounds like those who are winded should take the hint and get in shape. 4 flights of stairs should not leave you bent over huffing for air.

Those with real medical issues can (and should) take the elevators.

4 replies · active less than 1 minute ago

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Joolz · 742 weeks ago

These "flights of stairs" are not, in fact, nicely proportioned stairs split up into a few easy flights as in the New York subway. Think 10-story-high stopped escalators with no landings.

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@kara_h · 741 weeks ago

Read above for why escalators are not stairs. Also, since the claim is that power was out, that would mean the elevators were not an option.

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mr metro · 741 weeks ago

yeah read the truth above

+2 Vote up Vote down

WTF · 741 weeks ago

Except the lazy fatties are already filling up the elevators. Those with real medical issues can't get through!

+6 Vote up Vote down

Lenny · 742 weeks ago

One of Metro's (many) problems is poor entry/exit point design.

Most stations have a single entry/exit point, which often becomes a clogged-up "choke point" when escalators go bust. And during peak travel time the clog-up happens even on those occasions when all escalators all working. Not to mention it wastes precious time for people coming from other directions in all situations.

Solution: Make more than one "standard" entry point. Isn't this an obvious station design consideration? It's also easy to do: Put in stairs beside the constantly-broken elevators. Why not?

1 reply · active less than 1 minute ago

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Fred · 741 weeks ago

Shady Grove is an excellent example of horrible design. Try exiting a train during peak hours, it's like you're being herded for ten minutes because there's a single exit from the platform, and it's only one up, one down escalator plus one set of stairs. Oftentimes, this is made worse because as you're standing shoulder to shoulder trying to exit along comes the next train ready to dump more cattle onto the platform.

+4 Vote up Vote down

devaldragon 59p · 742 weeks ago

Makes me wonder why they bother to put elevators in these stations....

+1 Vote up Vote down

Joey G · 741 weeks ago

You implied that the elevator wad working, so why are these people forcing themselves up the stopped escalators?

2 replies · active less than 1 minute ago

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@kara_h · 741 weeks ago

If, as stated in the comments, the power was out why would the elevators be working?

Even if the power is on you can not always see the next set of escalators when starting up the one before it. Have you ever tried to go from the Ballston mezzanine to the street level?

+1 Vote up Vote down

Joey G · 741 weeks ago

She said she saw someone go to the elevators, like I said, she implied that they were working, I don't know if they really were. No matter if you can see the next set of escalators or not, you can always just turn around and go back to the elevator when you see that the escalator is not moving. Or get on a train, go to the next stop, ans shuttle back. It's VERY inconvenient but it beats killing yourself on the escalator.

+4 Vote up Vote down

dan · 741 weeks ago

It seems Metro has enacted a new (ill-conceived) policy of having its staff post pro-Metro rants on this site.

Of course, it goes without saying that their posts are poorly worded gibberish that defy the conventions of good (or even competent) writing, but what more have we come to expect from Metro staff other than sheer ineptitude in all things they try (and fail) to do. After all, they wouldn’t work for Metro if they had basic skills of English comprehension. Just look at the emails from Jackie Jeter!

3 replies · active less than 1 minute ago

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Joey G · 741 weeks ago

Oh for Christ's sake, I spelled one word wrong while typing my reply on my phone, chill out, haven't you ever made a typo? Also, I'm not a Metro employee nor am I a Metro apologist, but it does seem silly for someone who can't handle 3-4 flights of stairs to try when there is a working elevator, even if there is a wait for it.

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Joey G · 741 weeks ago

I feel like an idiot, I want to delete my reply. I thought it was a reply to my post above, not a new post. Off to eat some crow now...

+2 Vote up Vote down

mr metro · 741 weeks ago

aw shucks i try better next time. you be so smart . me try to write english.
let me guess white collar worker that couldnt get thru life without the services
of all the blue collar dummies.

-3 Vote up Vote down

ANON · 741 weeks ago

I do not work for metro. but I have some common sense. The power outage caused a fault in the escalator controller that needeI did not say walking on the escalator broke them, people with stollers or droping money will shut the escalator off.

STOP RIDING OR STOP YOUR WHINING CRY BABIES

+1 Vote up Vote down

Guest · 741 weeks ago

ballston does have 4 elevators use them

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Mitch Hedberg · 741 weeks ago

Escalator now stairs. Sorry for the convenience.

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Mike · 741 weeks ago

This seems to me to be a fundamental problem of priorities. One Farragut North Escalator has been under repair for over a month. My issue is that it is only 20 steps ( I counted). It seems line an incredible waste of money and effort to rehabilitate these small escalators while having serious issues with the large ones.