Forum Discussion

Leslie52's avatar
Leslie52
Steady Solver
2 months ago

Two Steps Back

Why has Citi Bike removed all of the improvements which had been made?  You can no longer report a station that is offline or when a ride will not end.  If a bike will not release you have to go through the chat and waste time waiting for a response.  Many stations have been on and off line lately...probably because so many people are leaving their trash around the docks...and there are more rats around the stations nibbling at the wires.  The app was finally offering features to make it easier to address stations offline and suddenly we went back to the dark ages.  In addition, many stations suggest there are classic bikes available, when there are not.  Is this simply a way to manipulate riders into paying for ebikes?  How is that fair?  If there are no classic bikes in real life, there should be a way to report the discrepancy.  And if you get charged through a deduction of existing credits, there is no way to track that information and report it.  It shows zero charges within ride history...yet credits are secretly being deducted from existing reward balances.  

Some stations have had inaccurate totals for months with no adjustments.  Some also show available docks when there are none.  I even noticed on with a dock sectioned off by fencing for construction last night on Cherry Street, making it impossible to dock a bike anywhere in the neighborhood.  There must be a better way to report these issues than having to log onto this platform after a long and busy night.  We cannot possibly remember all of the challenges faced earlier in the evening by the time we arrive home at night.

citibike

6 Replies

  • mgai433's avatar
    mgai433
    Casual Commenter
    2 months ago

    Does customer support not have access to ride history and charges at all? We are asked to send screenshot but has anyone involved in compressing photos to save money on file size actually seen how blurry the screenshots become ? The text seems completely illegible

    • Jess's avatar
      Jess
      Bike Angels Team
      2 months ago

      Hi, mgai433​, can you clarify your concerns in relation to the original post or create a new post for your specific issue? Our support teams have insight into ride history and ride charges. Whatever the issue is we want to help. 

  • Jess's avatar
    Jess
    Bike Angels Team
    2 months ago

    Hi, Leslie52​, thanks for sharing your experiences with us here. It sounds like there are a lot of issues represented in your post, which is making it a bit hard to parse out. We want to hear and understand all your concerns.

    It seems like some of what you mentioned is already mentioned in the community. In keeping with our community guidelines, please reply to other threads about any issues already represented in the community, or start individual threads for each issue you have. This helps keep conversations clear and productive.  

    • Leslie52's avatar
      Leslie52
      Steady Solver
      2 months ago

      I just spent a half hour responding to your post and this ridiculous platform logged me out and deleted the entire thing.

    • Leslie52's avatar
      Leslie52
      Steady Solver
      2 months ago

      Do you really think that we are going to scroll through and read hundreds of posts to see if someone already posted the same thing over the last several years?  And even if they did, it may not even be relevant since the app is constantly changing.

      Just a couple of months ago there was a way to report a station that was down and to end a ride...but that was removed.  Hence the title of my post, Two Steps Back.  In fact, just last night (or rather at 2AM this morning) it took me over a half an hour to end a ride at a station which was down...when I had planned to head home to use the loo.  The rep on the chat and the one on the phone repeatedly asked me for the same information.  Fortunately the rain had stopped, but there were rats running all over the place and homeless people begging me for money.  I could not leave the area until it was resolved and I was not ableto borrow a bike from a nearby station in order to ride home.  Fortunately, this time I was not charged for having the bike too long, however, that has happened several other times and I then had to spend another hour on the phone the next day after countless hours uploading screenshots of the chats and phone conversations in order to "prove" that I did not have the bike out for more than two minutes.  And after all that...we do not even receive the points earned during those rides.  When it happens with the ebikes we also lose the triple point streak and have invest more time earning that back as well.  

      Will save this and add the rest...in another block...if I can remember what I had typed before this app logged me out the first time.


    • Leslie52's avatar
      Leslie52
      Steady Solver
      2 months ago

      Continued... 

      With regard to the other member's post...it is relatively impossible to access each ride through the phone and the information regarding points is not available online.  When you scroll through on the app it keeps bringing you back to the top of the list.  Perhaps you do not use the app for multiple rides per day, like we do, or maybe it is different on an android than on an iphone, but it is ridiculously impossible to report all the issues through the app.  Do you really expect us to thumb type everything and scroll through multiple screenshots on our phones to report charges?  Do you expect us to check every ride as it occurs to see if we were charged?  This not only eats away at our time moving bikes but it depletes the batteries on our phones.  Plus, when it is raining or really cold outside, it is even more difficult to do that.  And when you notice your remaining credits have diminished, there is no way to figure out which ride was charged because the app shows $0 charge when it is taken from credits, rather than billed to a credit card.  

      There is no reason to start multiple threads when the issues are all related and can be answered one by one.  If the exact issue was already addressed we would not be posting the question again...but most of the time the answers to previous posts do not address the question at hand.