NJ EZ-Pass | Brand Experience Project

by Jamie Sanford on May 30, 2013

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A short post for today, based on an endlessly frustrating experience.

I travel back and forth into NYC on a regular basis, and so submit expense reports for my EZ-Pass charges. I have been doing this without fail for quite a while, and the EZ-Pass website has been user-friendly.

In March, I went online to print out my toll charges, and was given the following message:

If you can’t read it, at the top there, it says “We’re sorry, the system is unavailable. Please try again later.”

This message seemed to indicate that their site was having issues. I went on my way, and came back a few days later. The same error message.  Weeks went by, expenses piling up, and I didn’t make an effort to pursue it, because I knew they would fix their site at some point.

At the 8-week mark, I was tired of waiting. I called the 800 number, and was able to enter my number over the phone, and then received a message like this “Your tag number is invalid. Please check your tag and make sure the number is correct.”

WHAT?!

I had been sent a new tag sometime in February/March, and foolishly assumed that my information would be the same. It was not. There was DEFINITELY fault on my part, but the serious failure of the website is a huge problem. Why could the phone version tell me my number was invalid, but the website could not?

So, EZ-Pass NJ, get on it. I’m sure your business is big enough that you can justify the expense of an improved website, especially when it comes to customer service issues.

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