Exposing Montreal's STM

I'd like to share with my readers, the complaint i just sent to the STM (public transit system here in Montreal). I have not censored, nor omitted names because I feel it's important for everyone to know what happened, and to hell with the person whose name I may be soiling by publicly saying what he did. If he wanted to keep his rep, he should do his job properly, or realize people WILL complain when he gives poor customer service AND leaves me with his full name which is googlable online.

(lol, I wrote googlable!)

This is a follow-up to a complaint I'd already made explaining in DETAIL how the metro doors closed on me, causing bodily harm. Normally people would assume I'd been running to catch the vehicle. I was not. I was casually walking right in, with a friend, among other people who did the same.

The doors simply did not stay open as long as they normally do. Several travelers were left outside the vehicle for the same reasons.

And as I was frantically trying to get loose of the iron-grip of these doors that have absolutely NO safety feature to pop open in an emergency, the controller of the vehicle has the nerve to put on his automated 'please disengage the doors or the vehicle will not proceed' message, as if I were BLOCKING the doors, rather than trying to get free before being dragged off into the distance and smashed against the wall where the tunnel begins.

Metro drivers have MIRRORS - this person was obviously too careless to bother, otherwise he would have SEEN the commotion of 5-6 people trying to set me free, and save my laptop bag from being crushed in the process.

Will the STM compensate me for the days off of work i took to recuperate from the severe pain and internal bruising? (note, i have no physical evidence any of this occurred because photographing my scar tissue would reveal nothing unusual. unless bones had been literally broken, nothing aside from swelling would have shown on an x-ray either). Would they even consider trying to console me verbally (or in writing) for the anxiety and fear it caused not only me, but my friend and 4 strangers? Had my laptop not been dislodged, would they have compensated the repair of loss of my files, or more seriously, the entire computer?

Somehow I doubt it.
Many years ago, I watched a similar thing happen to an old boyfriend. And watched the metro security guards LAUGH and tease him when he was utterly petrified, because the vehicle DID start moving with his body stuck in the doors. He instantly showed them his injuries and seeing the bright red streak along his chest and upper back, they quieted him by mentioning compensation via a yearly metro pass. After complaints were filed and the driver of that particular train fired (so my ex had been told anyway), he was never compensated apart from knowing the guy was fired.

The friend who was with me when my accident happened, says she has also seen this happen to a mother with a baby carriage. The carriage remained stuck in the doors, as the train began to roll. Mom was still outside the vehicle. Luckily a total stranger inside the metro car was a quick-thinker and untied the baby and grabbed him/her as the carriage, I assume was smashed to bits as it hit the wall.

This is complete negligence on the part of the STM. I understand bratty teenagers hold the doors for their friends during peak hours, and that there is a fine for doing so. However, when you don't leave the doors open long enough for people to get through, and then don't check your mirrors before heading out of the station when your system ALERTS you that there's a problem in a certain metro car....um...your rep is being ruined.

For this they hike metro card fees every year.

The following is my angry second complaint:

On March 13th, I received an alarming message from one Noureddine "Nino" Chiby, trying to assure me that the STM always does their job and wants to keep a good rep. He said he is sorry that I should have had to witness an accident in the metro and incidentally hurt my arm. He also said that I did not provide enough location, time, date etc information to proceed with any further investigation.

Here's what I ACTUALLY wrote in my original complaint:
The date, location, exact time, and I explained I could not get the metro driver's license number due to being CRUSHED in the middle of the train when I needed to RUN to the end of the train to do this before the train sped off.

I explained in great detail how I was SLAMMED in the doors on severe scar tissue from 2 old surgeries which at the time, remedied an incredibly fast-track to paralyAis. I was not a "witness" to an accident, I was the VICTIM. I had 5 or 6 witnesses. all were busy trying to rip me out of the grip of the metro doors, as this seemed more important than catching a driver's ID # for future followup. Mr. Chiby seems to think my arm was injured as a result of watching an accident. WHAT? I wrote clearly that my SPINE was injured, with incidental injury to my wrist from trying to keep the door from further crushing my spinal bones.

It is clear to me that Mr. Chiby's first language is NOT English, and I suspect he either didn't understand 90% of what I wrote in my first complaint, or that he just didn't' bother reading it. Perhaps because I expressed myself in English. My mother tongue. If I am fluent in French, why isn't this employee, who apparently deals with the public? I wrote in English because i didn't' want there to be ANY misunderstanding or misinterpretation of my words yet this is exactly what happened when Mr-Incompetence responded to my message. He could have AT LEAST written me back bilingually - did he suspect I also speak french? What if I was an American tourist who ONLY speaks English? Why in the world would he respond with a unilingual email? His assumptions are silly, considering the STM services ALL of Montreal regardless if the clients are native French or English speakers. There are so many allophones in this city. There are so many tourists, this is completely illogical for him to respond in full French, to a complaint made entirely in English. AND not understand what was being reported as a complaint. Unacceptable service. He has since not responded to my answer-email explaining how he has offended me and has NOT helped with my case whatsoever. I'm appalled. and if that word is too complicated, someone within your staff must have a French-English dictionary.

I could have written this second complaint in French, but I still feel more comfortable writing in my mother tongue, as Mr. Chiby may have also done (I researched him on the Internet and I'm not even certain French is HIS first language, but it certainly isn't English).

In the end, I don't really CARE about any political language slant. All I want is JUSTICE for what happened to me because of the STM's negligence. I will NOT re-detail everything a second time because if you guys are doing your jobs, you have on record, every word I already sent. More accurately than I could detail today, weeks after the accident occurred (meaning, the initial details I gave would be more precise because they were fresh in my mind).

I have let Mr. Chiby know that I have access to a lawyer and WILL bring charges, WILL go to CTV news, and that I'm also a journalist, so this has already started to make its way around social networks. Do I have to continue to a more formal complaint/report piece in an official newspaper like The Gazette to be taken seriously?