BY LEV D. ZILBERMINTS
NEWARK – Ticket Vending Machines (TVMs) caused a major delay for commuters on September 30 by not accepting credit cards. Of the three TVMs in Newark Penn Station’s waiting room, one did not accept credit cards or cash. The other two TVMs accepted cash, but not credit cards.
When “Local Talk” arrived by the other two Ticket Vending Machines (TVMs), located by the Wells Fargo automated teller machines (ATMs), the same problem happened. One TVM, No. 0138, did not accept credit or debit cards, while the other, No. 0139, did. Even so, the purchaser at the second ticket vending machine had to hold his credit card to a card reader device. This device was located in the center of the TVM. The device scanned the credit card, then allowed electronic access to the pinpad. At that point, the purchaser slid his card into the slot, then punched in the zip code.
“Local Talk” was witness to at least two incidents with TVMs 0138 and 0139. TVM 0139 accepted the credit card and disbursed the ticket in the tray below. When the purchase is completed, the light in the tray goes on and a beeping is heard. This means that the customer should pick up his or her purchase, change and receipt.
The other vending machine, 0138, took the money but did not disburse the ticket. Meanwhile, the light in the tray flashed yellow. It continued flashing for a long time. Usually, the light flashes for about 10 seconds, then stops. Obviously, something was seriously wrong with TVM 0138.
In the waiting room, a long line of about 25 or more people stretched from the end of the Acela train/Greyhound bus ticket windows, past benches and to the start of the NJ Transit ticket windows. “Local Talk” determined from experience that the Ticket Vending Machines (TVMs) in the waiting room were not working properly. Of the three, one took neither cash nor credit or debit cards. The other two took cash, but not credit/debit cards. This was inconvenient, as most customers did not carry large amounts of money with them.
Customer Service appeared to be ignorant of the problem’s magnitude. When told that all five TVMs had working problems, the Customer Service representative audibly said, “My God!” She then grabbed her head with both hands in a clear sign of shock.
There are a number of unanswered questions. First, why did not NJ Transit address the Ticket Vending Machine malfunctions earlier? There were prior similar problems with TVMs, but little, if anything, was done. Second, why was the public not informed that the credit/debit card reader device in the center of the TVM might allow the purchase to go through? Third, since NJ Transit raised fares on September 3, one would expect better service.
Since this has not happened, it raises questions whether NJ Transit is paying attention to the maintenance of the TVMs. Fourth and last, will NJ Transit correct the malfunctions in its TVMs? How many other TVMs across New Jersey have the same problem?
