From: fixmetro

Subject: issue with metro silver line

Date: August 25, 2012 22:16:34 PDT

To: john.fasana@gmail.com

Hello Mr. Fasana. I am writing to ask for your help with a serious reliability problem with the metro silver line (i.e., bus line 910).

In a nutshell, there is a longstanding detour due to late night construction on the harbor transitway, and it seems that the nighttime silver line drivers are not adhering to published detour start times. The result is that buses are not showing up at their proper locations and patrons are being repeatedly stranded --- either at the normal stops when the drivers detour early, or at the detour stops when the drivers fail to take the detour as scheduled.

I have been in contact with metro customer service and senior management (including Frank Alejandro) trying to get this problem fixed for the better part of a year now, with little success. Metro has investigated this issue and has implemented some changes, but the problem has only gotten worse. I have contacted Michael Antonovich's office, but their involvement does not seem to have had much effect either.

I have posted all of my correspondence related to this issue on a blog:

http://fixmetro.blogspot.com/

Please check it out if you would like more details on the situation so far. Or let me know if I can answer any questions.

I know metro is frying a lot of big fish right now, but this is a very fixable problem. Any pressure you can bring to bear would be greatly appreciated. Thank you.

FixMetro

Subject: Re: silver line MIA

From: fixmetro

Date: August 17, 2012 02:39:38 PDT

To: HorneT@metro.net

Cc: GALVANJ@metro.net, AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, WoodsonJ@metro.net, Hollandr@metro.net, MCano@lacbos.org, SNemer@lacbos.org, SCruz@lacbos.org, KBarger@lacbos.org, TAYLORP@metro.net, LEAHYA@metro.net

Guarded optimism will not get me home. Those of you at metro who are working this problem (if any) are doing so on the clock. When these buses do not show up, it costs me and other riders personal free time and/or sleep that we will never get back. I do not work for metro. I don't get paid to observe and report back on your reliability. Asking your customers to risk their free time to do your quality control is disrespectful and unprofessional.

When you yourself use phrases like "ongoing problems" and "guardedly optimistic," it does not inspire confidence. So I'm going to need some assurances. I would like to know if you have implemented any real, substantive measures beyond those you described on july 16th (which I, perhaps naively, assumed were preliminary in nature). In any case, I would also like to know what quality control measures YOU, METRO, have put into place to gauge the success or failure of your attempted solutions. It's been a month since you supposedly started taking this seriously. You should be able to tell me you secretly observed 40 or 50 opportunities for the 9:03, 9:33, and 10:02 pm buses to show up and how many actually did. You've got about 80 more opportunities in the coming month. Let me know what you find out. 

My EZ pass is reimbursed by my employer, so a 7 day pass is of no use to me. Assuming you're not about to offer to pay me for my lost time or hand out open-ended taxi vouchers, I don't think there is anything that you can realistically do for me besides your job: fixing the problem. Or maybe you could all provide me with your personal mobile numbers so I can call you for a ride the next time I'm left high and dry at harbor freeway station. 

http://fixmetro.blogspot.com/

Subject: RE: silver line MIA

From: HorneT@metro.net

Date: August 16, 2012 16:00:58 PDT

To: fixmetro

Cc: GALVANJ@metro.net, AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, WoodsonJ@metro.net, Hollandr@metro.net, MCano@lacbos.org, SNemer@lacbos.org, SCruz@lacbos.org, KBarger@lacbos.org, TAYLORP@metro.net, LEAHYA@metro.net

Dear Mr, FixMetro:

I can definitely understand your deep concerns regarding the present reliability of the Silver Line given the number of problems you have reported.  I was even more concerned to learn that you are considering Foothill service as an alternative.  Unquestionably, staff has devoted considerable time an effort to correct the ongoing problems caused by the detour and we are guardedly optimistic that the problems have been addressed.  I ask that you give us a second chance to make a good impression and to that end if you will provide a mailing address I would like to send you a 7 DAY Pass as our gift to a most valued customer.  

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: August 16, 2012 01:41:48 PDT

To: HorneT@metro.net

Cc: GALVANJ@metro.net, AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, WoodsonJ@metro.net, Hollandr@metro.net, MCano@lacbos.org, SNemer@lacbos.org, SCruz@lacbos.org, KBarger@lacbos.org

So has the problem been "fixed" ... again? I have completely avoided the silver line for a month now, since the last time two consecutive buses failed to show up. I haven't exactly been holding my breath, but I was expecting to hear back eventually. 

Please tell me metro has done something substantial this time, like a leadership change, regular face to face meetings with ALL of the drivers, and frequent secret shoppers at harbor freeway station (or is that my job?). I have zero faith that leaving notes in drivers' cubbyholes and hoping for the best will accomplish anything. 

Or if metro has just given up on ever getting the silver line to run properly, let me know and I'll continue my current mix of longer routes and solo driving. 

http://fixmetro.blogspot.com/

From: MCano@lacbos.org

Subject: FW: metro issue

Date: July 24, 2012 22:16:18 PDT

To: fixmetro

Cc: SNemer@lacbos.org, SCruz@lacbos.org

FixMetro:

We are following up on your issue – FYI.  The next few days will be busy ones with the MTA Board meeting coming up but let’s make sure we get you some answers by the end of next week.

Regards,

Michael

From: Alejandro, Frank [/src/compose.php?send_to=AlejandroF@metro.net]
Sent: Tuesday, July 24, 2012 10:11 PM
To: Cano, Michael
Cc: Soto, Patricia; Corral-Lopez, Diane; Woodson, James; Holland, Robert; Cheung, Conan; Horne, Tom
Subject: Re: metro issue

 Will do.

Sent from my HTC on the Now Network from Sprint!

----- Reply message -----
From: "Cano, Michael" <MCano@lacbos.org>
Date: Tue, Jul 24, 2012 8:15 pm
Subject: metro issue
To: "Alejandro, Frank" <AlejandroF@metro.net>

Frank:

When you have a moment could you please have staff contact Mr. FixMetro directly and please provide a good solution for what is going on?  Let's talk if there is more to discuss.

Thanks,
Michael

[...]

From: fixmetro

Subject: RE: metro issue

Date: July 17, 2012 20:06:06 PDT

To: MCano@lacbos.org

Cc: snemer@lacbos.org, kbarger@lacbos.org

Hi Michael (and Sussy). Thanks for getting back to me so quickly. I appreciate your conscientious offer to keep me anonymous, but that will not be necessary when dealing directly with metro. They all know my name already, and I said in my last message to them that I was going to contact my supervisor's office (incidentally, I also mentioned resorting to the internet and driving my single-occupant vehicle to work, both of which I have also followed through on). Anyway, Mr. Alejandro was already copied on most of those emails on the blog, and he appears in the email chain dated 2012-07-02, ordering James Woodson and Robert Holland to get back to me. So feel free to forward all of this to anyone at metro.

Although I am generally a very private person, the blog is deliberately very public. I removed my name and personal email address because my identity is irrelevant. That said, since you are a public person, I hope you won't mind if I end up posting our correspondence as well...

From: MCano@lacbos.org

Subject: RE: metro issue

Date: July 17, 2012 19:11:57 PDT

To: SNemer@lacbos.org, fixmetro

Cc: KBarger@lacbos.org

Mr. FixMetro:

I will let Mr. Alejandro, with whom we have a good working relationship, know that this is an item we would like addressed with specifics on fixing the problem.

Usually I would forward information to him about you and your request, but I noted that your blog posting was anonymous.  Do you want us to protect your anonymity?

Please advise and I will take the next step with Mr. Alejandro.  

Thank you,

Michael Cano

Transportation Deputy to Supervisor Michael D. Antonovich

From: SNemer@lacbos.org

Subject: RE: metro issue

Date: July 17, 2012 11:03:46 PDT

To: fixmetro

Cc: KBarger@lacbos.org, MCano@lacbos.org

FixMetro-

Thank you for your email regarding Metro.

By copy of this email, I am asking Michael Cano, the Supervisor's transportation deputy, to look into this for you.

Regards,

Sussy 

Sussy Nemer, Senior Deputy 

Office of Supervisor Michael D. Antonovich

215 North Marengo Avenue, Suite 120

Pasadena, CA 91101

(626) 356-5407

(626) 568-0159 FAX

snemer@lacbos.org

From: fixmetro

Subject: metro issue

Date: July 16, 2012 16:47:17 PDT

To: snemer@bos.co.la.ca.us

Hello Ms. Nemer. I am a constituent from ******. I am writing about a protracted problem I (and others) have been having with Metro, and I am hoping the supervisor's office can help get things moving in the right direction.

The problem involves chronic unreliability on the silver line (bus line 910) after 9 PM. This is not about on-time performance; this is about scheduled buses not showing up at all about 50% of the time (by my recent sampling) at harbor freeway station, where the silver line connects to the green line. I have had a long dialog about this with metro customer service and senior management. They have apparently attempted to address the problem, but their efforts have been halfhearted and unsuccessful, despite this issue apparently having the attention of "the 25th floor." Since nighttime riders tend to be more disenfranchised, I suspect that many stranded patrons are not contacting customer service as I have, and that metro is disinclined to take the problem seriously enough to fix it.

In addition to customer service, I have corresponded directly with Bob Holland (Service Operations Superintendent) and I know Frank Alejandro (Chief Operations Officer) is aware of the problem. And yet it persists. I am sure that involvement of Mr. Antonovich would go a long way towards achieving some final, constructive resolution.

If you would like more details, I just posted my entire email chain with metro on a blog:

fixmetro.blogspot.com

If you have a few minutes, please check it out. I promise, it's an entertaining read.

Thank you for your help.

-FixMetro

Subject: FW: silver line MIA

From: HorneT@metro.net

Date: July 16, 2012 15:47:21 PDT

To: fixmetro

Dear Mr. FixMetro

This is a follow-up to my previous reply and designed to keep you abreast of our efforts to make this service responsive to your needs.  I am cautiously optimistic that our most recent efforts will have a very positive impact of service delivery.  Firstly, there has been some confusion by operators as to where the detours apply; one operator was thoroughly confused due to two different detours on the line; he has been instructed.  The other operator was off FRI/SAT and will be interviewed later by the Asst Manager.

We have taken additional steps to prevent future incidents by having an Asst Manager research the operator(s) assigned on a DAILY basis and place a personal note on their check-in message and on the paddle board (this is the listing of stops and special instructions as needed).

Please keep me posted in terms of on-time performance.  Again, my apology for the hardship you have experienced.

Tom Horne

Manage, Customer Relations

Subject: RE: silver line MIA

From: HorneT@metro.net

Date: July 13, 2012 15:42:48 PDT

To: fixmetro

Cc: Hollandr@metro.net, WoodsonJ@metro.net

Dear Mr. FixMetro

Words fail to express how deeply I regret that the Silver Line service has again failed to perform as expected.  You have probably already received an email from Bob Holland as he begins his investigation as to why operators are failing to make this stop.  He will no doubt have specific information as to the cause for your report below.  Please don’t lose faith in the system we do indeed value your patronage.  In closing on behalf of Metro we extend our apology for any hardship experienced.     

Tom Horne

Manager,Customer Relations

213.922.7015

Subject: RE: silver line MIA

From: Hollandr@metro.net

Date: July 13, 2012 09:31:56 PDT

To: fixmetro, HorneT@metro.net, GALVANJ@metro.net

Cc: AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, WoodsonJ@metro.net

Mr. FixMetro-  I want to apologize for any inconvenience you experienced last night.  We value our customers needs and will investigate the circumstances that occurred.  If you would like to discuss further, please call me at 213-922-4437. I will provide a follow-up e-mail of our findings.  Again our apologies.  

Thank you.

Bob Holland

Service Operations Superintendent

From: fixmetro

Subject: Re: silver line MIA

Date: July 13, 2012 01:30:30 PDT

To: HorneT@metro.net

Cc: AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, ALARCONR@METRO.NET, Hollandr@metro.net

Since you implemented your "fix" I have only attempted to take the nighttime silver line a few times. This is partly due to vacation and travel, and partly due to obvious trust issues. I think I successfully caught it twice at harbor freeway station after 9 pm in the last couple of weeks. 

Tonight, July 12, the 9:03 bus did not arrive at harbor freeway station. Since my green line train was plenty early, I actually went down to the freeway level first, just to verify that the temporary signs were still up indicating that buses after nine come on the street level (they were). I was on Figueroa at about 8:50 at which time nextbus said the nine o'clock was 17 minutes out. It never came and eventually disappeared from nextbus. 

So I hung around for the 9:33. That never came either. That, too, was on nextbus, but never arrived on the street level. 

Purely out of indignant curiosity, I continued to wait for the 10:02 bus. It arrived at 10:20. I think at that point I was actually hoping it wouldn't show up. At least I was able to write most of this email during my hour and a half wait. I hope you will also be hearing from the poor SOB who could not get his bike on the rack and had to wait ANOTHER hour (you know... assuming the 11 o'clock actually showed up). 

I trust metro is not happy with ~50% reliability, but clearly you're not THAT bothered by it. If I did my job that poorly, it would cost billions of dollars, and possibly human lives. Actually, I'd certainly be fired for incompetence long before it ever went that far. I'm having a lot of trouble wrapping my head around how difficult it could possibly be to keep a bus line running. I'm not even talking about on time. I mean how hard is it just to get buses to show up AT ALL? This ain't rocket science. 

No doubt the drivers are unionized and require 300 completely missed shifts before you can fire them. But what level of dereliction is required to fire a manager? Something drastic needs to happen. 

I must admit you did raise my hopes there for a little while, but I am back to writing just for catharsis. Please do keep me in the loop as to what further half-assed measures you plan to try in hopes of herding your silver line cats. In the meantime, I'll be resorting to the internet and my county supervisor for satisfaction. And I'll probably go back to driving my single-occupant vehicle... not all the time, but a lot more often than I do currently. 

From: Hollandr@metro.net

Subject: FW: silver line MIA

Date: July 2, 2012 10:37:41 PDT

To: fixmetro

Here are the results of our investigation.   Please call me if you have any questions.  Thanks

Bob Holland

213-922-4437

From: Harris, Barbara 

Sent: Friday, June 29, 2012 6:18 AM

To: Horne, Tom

Cc: Harris, Barbara; Greenwood, Michael

Subject: FW: silver line MIA

I hope this will help some of the issues with no shows on the Silver line.

Barbara Harris

Assistant Transportation

Operations Manager

626 454-3003 office

From: Galvan, Jorge A
Sent: Thursday, June 28, 2012 7:42 PM
To: Harris, Barbara
Cc: Greenwood, Michael; Walker, Trynett; Edgley, Rodney; Walter, Scott; Rank, Stephen; Triche-Williams, Nadine; Baumgartner, Donald; Trudeau, George; Karpman, Cynthia
Subject: RE: silver line MIA

Hi Barbara,

I spoke with TOS Walker and she informed me that last night’s check revealed that Cal Trans is closing the Harbor Transit way at app. 9:20pm, instead of at 10pm as agreed and as noted in detour notice number 11-0082 (6^th Revision). Consequently, the buses are detouring early via Figueroa and leaving people waiting upstairs on the transit way. Ms. Walker was there last night to make one of the buses get on the transit way at the Green line station, where the operator was able to pick-up the patrons at the Harbor Station. She is posting the revised notices as we speak, informing patrons to begin waiting for buses down on Figueroa beginning at 9pm, instead of 10pm. She will be there tonight to monitor the situation as well.

I have contacted BOC Controller # 12 and she is revising the detour start-time in ATMS to 9pm. She will also have a Controller put out a verbal code-1 message reminding operators to use the detour route beginning at 9pm.

Don, Can you please revise the detour on Friday morning to reflect a new start time of 9pm.

Thank you,

Jorge

From: Harris, Barbara
Sent: Thursday, June 28, 2012 2:50 PM
To: Galvan, Jorge A
Cc: Greenwood, Michael; Harris, Barbara
Subject: RE: silver line MIA

Good Afternoon Jorge,

I left a voice mail, just would like to do know the findings of your team regarding the 910 line.

Barbara Harris

Assistant Transportation

Operations Manager

626 454-3003 office

From: Harris, Barbara
Sent: Wednesday, June 27, 2012 9:12 AM
To: Galvan, Jorge A
Cc: Harris, Barbara; Greenwood, Michael
Subject: RE: silver line MIA
Importance: High

Jorge,

It appears this matter is getting worst and its imperative that I get some support as soon as possible with the 910 line in the evenings, please review the email below.  The emails have the ears of the 25^th floor and it needs to be addressed right away please call or email Mr. Greenwood and me today to advise how we can tackle this problem together.

Thank you

Barbara Harris

Assistant Transportation

Operations Manager

626 454-3003 office

From: Greenwood, Michael
Sent: Wednesday, June 27, 2012 8:43 AM
To: Harris, Barbara
Subject: Fwd: silver line MIA

This is getting ugly. What have you got on this?

Sent from my iPhone

Begin forwarded message:

From: "Holland, Robert" <Hollandr@metro.net>
Date: June 27, 2012 8:21:40 AM PDT
To: "Little, Curley" <LittleC@metro.net>, "Greenwood, Michael" <GreenwoodM@metro.net>
Cc: "Horne, Tom" <HorneT@metro.net>
Subject: FW: silver line MIA

Did either one of you get this?  I am getting contact info from Tom.  Please investigate what Division is the 9:33p bus. Thanks

From: Alejandro, Frank
Sent: Wednesday, June 27, 2012 7:34 AM
To: Woodson, James; Holland, Robert
Subject: Fwd: silver line MIA

Get back to this customer ASAP.

Frank Alejandro

Begin forwarded message:

From: FixMetro
Date: June 27, 2012 1:44:49 AM PDT
To: "Horne, Tom" <HorneT@metro.net>
Cc: Customer Relations <CustomerRelations@metro.net>, BoardSecretary <BoardSecretary@metro.net>, "borja.leon@lacity.org" <borja.leon@lacity.org>, "Soto, Patricia" <SOTOPA@metro.net>, "Alarcon, Roman" <ALARCONR@METRO.NET>, "Alejandro, Frank" <AlejandroF@metro.net>
Subject: Re: silver line MIA

Tom. Please don't read this email now. For full effect, please stay up
until 1 am and read it then.

[...]

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: July 2, 2012 10:10:46 PDT

To: fixmetro

Cc: AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net

Dear Mr. FixMetro

This follow-up information I just received this morning.

Division staff has interviewed each Silver Line operator and also sending electron messages.  Rest assured we will get these on-time performance problems fixed.  

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 29, 2012 11:59:19 PDT

To: HorneT@metro.net

Cc: BoardSecretary@metro.net, borja.leon@lacity.org, AlejandroF@metro.net

Tom, thank you for the information. I hope you are posting signs at the other transitway stops that will no longer have service after 9. And there is a scheduled harbor freeway station silver line stop at 9:03, so I take it that that run will arrive on the street level. I hope the drivers will be aware of this and follow this new procedure starting with that run. 

This does not explain the missing 10 o'clock buses. I did receive an email from a Robert Holland and I do plan to call him when I have time... probably monday. 

From: HorneT@metro.net

Subject: FW: silver line MIA

Date: June 29, 2012 11:21:36 PDT

To: fixmetro

Cc: BoardSecretary@metro.net, borja.leon@lacity.org, AlejandroF@metro.net

Dear Mr. FixMetro:

On behalf of Metro please accept our apology for any hardship associated with the Silver Line problems you experienced.

A Metro Supervisor assigned to the investigation advises that an on site check revealed that Cal Trans is closing the Harbor Transit way at app. 9:20pm, instead of at 10pm as agreed and as noted in detour notice number 11-0082 (6^th Revision).  Accordingly, buses were detouring early via Figueroa and leaving passengers waiting upstairs on the transit way.  A Metro representative was there last night to make one of the buses get on the transit way at the Green line station, where the operator was able to pick-up the patrons at the Harbor Station. She is posting the revised notices as we speak, informing patrons to begin waiting for buses down on Figueroa beginning at 9pm, instead of 10pm.  In addition to these efforts the Bus Operations controller will put our a verbal message reminding operators to use the detour route beginning at 9:00 PM.  We will continue to monitor the location to ensure scheduled on-time performance.  Please let me know if you experience any Silver Line problem.

Tom Horne

Manager

Customer Relations

213.922.7015

From: Hollandr@metro.net

Subject: COMPLAINT RESPONSE

Date: June 27, 2012 14:08:08 PDT

To: fixmetro

Mr. FixMetro-  Please call me in response to you complaint of operations on the Silver Line.  Thank you.

Bob Holland

Service Operations Superintendent

213-922-4437

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: June 27, 2012 08:53:46 PDT

To: fixmetro

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Dear Mr. FixMetro

I and our senior staff read your very informative and detailed email with interest and concern.  Please be assured that you will be contacted by a senior official to discuss the issues you raise.  Again, our apology for the hardship you describe due to Silver Line service failures.   

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 27, 2012 01:44:49 PDT

To: HorneT@metro.net

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Tom. Please don't read this email now. For full effect, please stay up until 1 am and read it then.

In answer to the first part of your email, NO. No one has contacted me. You need to GIVE ME the name and number of the uber-manager in charge of the silver line manager.

I understand that part of the function of a customer service department is to insulate others in the company from irate customers. You have done your job admirably. Let me know if you'd like me to write a positive letter to your line management. But the system has broken down here. If you want to serve the customer, give me the internal contact info I seek.

I would guess that metro customer service only hears from a very small percentage of the customers that metro so callously leaves in the lurch, and I would imagine that a majority of those you do hear from have nothing but vitriol for you. I think I have been extremely patient up until now, but this may be the last polite message you get from me, as the respectful approach clearly is not working.

Something is SERIOUSLY, SERIOUSLY wrong with the management of the silver line. I take other buses all the time. Sure, buses are often late, drivers are occasionally rude, but I have never had any trouble worth contacting customer service over on any of my thousands of other bus rides. The silver line is just in a class by itself.

Never mind the fact that inbound silver line buses are basically always standing room only in the morning... Never mind the fact that silver line drivers don't know metro's folding bike policies... These are indicators of poor management, but maybe can be chalked up to budget problems or a bad day or whatever. But when customers have to rearrange their schedules or routes specifically to avoid a particular line due to chronic truancy, then there is an undeniable reliability problem.

I have been leaving work earlier just to avoid the late-night silver line crap shoot. The last leg of my journey is a once-per-hour bus (at night), so when the silver line does not show up, it costs me an hour. That's on top of what is already a 2 hour + commute.

Before tonight, the last time I tried to take a late silver line bus was the last time I wrote to you to say that the bus never came. Tonight, the VERY NEXT TIME I've tried to take the silver line after 9 pm, it did not show up AGAIN. I was on Figueroa outside harbor freeway station waiting for the 10 pm silver line until 10:30. No bus. This is the 2nd stop, so it's hard to believe the bus could be more than a half hour late, and nextbus indicated that the 10 o'clock bus did not exist. I couldn't wait any longer because I cannot risk missing the last gold line to Pasadena. So I took the always efficient and enjoyable green-blue-red route to union station. I should find a way to work the expo line in there.

I have reported this habitual unreliability time and again, but as far as I can tell, nothing has improved. We can (and should) blame the drivers, but when a problem (that has been reported repeatedly) is this pervasive for this long, one cannot lay all the responsibility on skulking grunts. I haven't seen a metro org chart, but I'm guessing there is one obvious individual on whom the responsibility should fall. I want to talk to that person's boss.

So while I am impressed you had the temerity to ask, the answer to your second question is NO, I have not experienced any improvement in service delivery.

I am still waiting for that name and number.

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: June 25, 2012 12:36:36 PDT

To: fixmetro

Dear Mr. FixMetro

A review of your file indicates that a senior manager was assigned to contact you regarding the Silver Line and this email is to confirm that that was done.  Secondly, have you experienced an improvement in service delivery?   

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 22, 2012 12:51:19 PDT

To: HorneT@metro.net

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Still waiting for that name and number.

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: June 14, 2012 10:08:53 PDT

To: fixmetro

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Dear Mr. FixMetro

Your report was received by our executive staff and is being investigated. I will contact you again upon receipt of the results of that effort.  Please accept our apology for any hardship caused by Silver Line delays.  

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 13, 2012 22:25:04 PDT

Cc: customerrelations@metro.net, HorneT@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET

Once again, no 9:33 pm silver line. I was at harbor freeway station waiting for it from 9:14 until almost 10:00. Nextbus said it was coming, but the predicted time kept getting later and later until it finally disappeared. I was not the only one waiting. Hopefully you'll be hearing from the others as well. 

Please tell me the name and number of whoever is in charge of whoever is in charge of the silver line drivers and schedules. That's right --- not the manager, but that manager's manager. I will politely repeat this request until fulfilled. At least, I will try to be polite about it. Thank you. 

From: CustomerRelations@metro.net

Subject: RE: silver line MIA

Date: May 31, 2012 11:11:40 PDT

To: fixmetro

Mr. FixMetro,

Thank you for contacting Metro Customer Relations. I do apologize for the inconvenience this incident has caused. Please know that the Silver Line management staff is in receipt of your complaint and both operators will be identified shortly. If you encounter any further issues with Metro services, please let me know.

Richard Saldivar

Metro Customer Relations

213.922.4455

CustomerRelations@metro.net