Opal - Lifetime limit on tap on/off adjustments

Today morning while checking the Opal statements, I noticed yet another tap-on not been recorded. As always, called the customer care and being disconnected after the rather long IVR options, gave it another shot, and whoa! there I am!

I'm sure on the day of the no tap-on, I did a tap-on and the gate opened to let me through. However the customer care agent was insistent that it is my problem as apparently they did not get a faulty reader alert! Being an IT guy, for a moment I thought he was intending me to find out why the system did not record the swipe despite letting me through. Pictured myself as the production support guy doing RCA in Sydney Trains :D

After couple of minutes of negotiation and pointing out the facts - about my regular travel history between these stations, he reluctantly agreed to do an adjustment. While at it, he also pointed out that it is my third instance of no tap-on/off since OPAL has been in place, and hence they won't be adjusting the amount for any more of such cases as the lifetime limit is 3! So I asked him the way around as it clearly is not my issue, and his response - "Get another card!"

I wanted to ask him where this is documented. Also wondered about the error rate for these systems which are not mission-critical, but had a conf call and disconnected the call.

What do you guys think about this and any idea on this lifetime limit of 3 adjustments?

Related Stores

Opal Card - NSW Government
Opal Card - NSW Government

Comments

  • +1

    I could understand 3 in a yr if a fault is not detected but 3 in a lifetime that's impossible.

    • The Year 2078:
      Opal Customer Care - "I'm sorry sir, you had a tap on/off adjustments in 2017, another in 2043 and a third in 2056…there is a limit of 3 tap on/off adjustments for life"

  • Sounds like the customer care person hates his job which is understandable

  • Are you sure about that? Where does it say?

    • +1

      Exactly my question.

  • +1

    i just log online and send them a message and when they do it they will email or message you…

    no need to talk to anyone.

  • +2

    if you are worried about lifetime limits (if there is one)

    just apply for another card.

    • +1

      You can buy at 7/11.

      Anyway my question is, can you transfer the value from one to another?

      • Yes, in case your card is lost/stolen

      • I lost mine, requested a replacement, and they transferred my old balance to it.

  • So are you saying the gate/reader indicates successful tap/read, but it doesn't get applied to your account? That seems odd/stupid.

    Also, the "3 in a lifetime" thing seems like just a random number picked out of the air that someone at Opal decided to put into some call centre script/procedure document… Stupid.

    • No. Gate reader and system shows the same. Gate opens, but gate reader wouldn't record the swipe. You would have passed through in the reflex and gate, closed behind you already. What do you do in this case?

  • Yea, it's always been 3 adjustments per card.

  • +1

    The 3 adjustments rule is ludicrous, especially if you frequently get buses. Although the wi-fi connection has got better I took several bus trips in the early days where the reader wasn't working when I went to tap on and to tap off. It seems that OPAL have decided that the system is now 100% reliable which it clearly isn't.

    The readers at Wollstonecraft station on the side going into the city were very unstable at one stage and were always being covered with bits of paper saying that they weren't working. The people who worked at the station were fed up of the problem but guess what, when you rang up OPAL they always denied there was a problem. Thankfully this issue is now resolved after multiple attempts to fix the readers.

    If you are ever denied a refund for a tap on / tap off problem, just tell them you will escalate - local state MP, etc. and they will soon back down.

  • Not to mention the accuracy of the GPS location on the buses sometimes - I've had the system says I got on/off at places that I didn't even know existed.

    • True.. this happened couple of times with me too..

  • I'm sure I got adjustments over 3 times and it works fine. I think it depends on the person.

    P.S. I use the same card.

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