Just received a solicitation from SmartBike DC/DDOT to continue supporting its bike-sharing efforts by renewing my membership. I will not be renewing. While I very much support the concepts behind SmartBike DC (indeed, I bought a membership despite having more bikes than one person ought to), the extraordinarily poor customer service has soured me greatly on the implementation. While the occasional malfunctioning rack is understandable on a pilot project, the complete lack of any response to my multiple calls and emails about an improperly returned bike, the suspension of my account, and the sharing of SmartBike DC’s customer’s emails on the Internet is unacceptable. These failures weren’t the occasional mistake, but a continuous absence of any sort of customer service. And this doesn’t even touch on SmartBike DC’s ridiculous decisions to occasionally shut down its operations when people need it most (snow days, Inauguration). I hope that DDOT will take this story into account when selecting future vendors and (hopefully) redesigning its customer service standards. Bike-sharing is an important part of the transportation puzzle, but there’s no need to accept such dismal performance.
The email from SmartBike DC/DDOT is on the flip.