it’s taken years to implement, but now the future of public transit is here — or so i thought.

in the bay area, there are many public transit agencies and systems, and they all have their own payment systems. translink is supposed to the solution to this. you buy a RFID translink card, put stored value (“e-cash”), put electronic transit passes on it, and then use the one card on all systems.

i purchased a translink card at my neighborhood walgreens, and after registering it online, several days later it was fully functioning. i used it on bart, on muni, and on caltrain with little problem.

then on friday, january 29th, i tried using my card at the 24th Mission BART station and the card reader said ‘see station agent’. i tried multiple readers and got the same error. i eventually went to the station agent, who said my card wasn’t working and to call translink. i was running late, so i purchased a BART ticket and used it to get to my destination. later i called translink, who asked that i try holding the card to the reader for 5-6 seconds. i tried this with no luck.

i talked to translink again and determined the fastest way to get service back was to purchase a new card. i bought a card for $5 and called them back to have my card registered and the e-cash balance transferred. i then logged into my account on the translink website and didn’t see the card and couldn’t register its serial number. so i called back and they reset my account, so i could login and see the new card. i tried purchasing a fast pass on the website but that transaction failed, with a message asking me to call translink for resolution. i called in again and was asked to log out and log back in and re-try the transaction. i did so, and was able to purchase the pass and had translink verify the transaction went through while i had them on the phone. then i was told it would take up to 3 business days for the pass to go through.

i waited a few days and then tried my card again, with no success. at this point i am getting really fed up wth the whole thing. while adding value to my real bart ticket i missed my intended train and ended up being late. later i called translink and was told that there was no balance transfer yet, but that they would do that now and everything should be ok in the morning (after midnight).

today i tried my card today and again it did not work. when i came home later i called translink back. i was asked to call back in front of an add-value machine. at this point, i got on first-name basis with the support rep. i let them know how fed up i was getting, and that i just wanted them to tell me where to go and what to do, to get this resolved.

i walked quickly to 24th/mission, took bart to civic center, and called back in front of one of their machines. the girl i talked to was not available but i did not want to wait. i explained my predicament to this other person, and they only offered to mail me a new card. she said it would be quick since they were local, so i offered to drive to their office. not open to the public, great.

i asked if the new card would have my e-cache balance and my muni fast pass. the answer was yes. we’ll see about that.

so in summary, my original card stopped working with no explanation. i bought a brand new card, which has never worked, and it took translink several days beyond the normal processing time to get everything transferred and it still doesn’t work. and now i am waiting for a third card, to be sent to me in the mail.

here are some pointers i’ve learned along the way:

1. if your card stops working, call them immediately and have them send you a replacement card with everything transferred over.

2. if you talk to their support folks, do not let them end the call until you are completely satisfied. i literally called them 5 times, each time getting one specific task done, hanging up, and having to call them back.

3. have a back-up plan. a bart ticket with plenty of value on it. correct change for a muni bus.

4. if your card breaks, budget at least a week to get back into using the system.

if i receive this third card and it does not work, i vow to drive to their office in concord and insist on speaking to a customer service manager. i will also be writing up a letter to them concerning this pathetic follow-through.