PayByPhone Parking 4+

App is great, customer service not so much

I did a parking purchase in pay by park app for 8 hours, I stayed about 30 min in the parking because I was trying to call them couple of time since they say the customer line is busy and can’t take my call, I have an emergency and had to leave right away, tried to call them couple time to change my duration for parking and a refund but they said if it’s more than 20 min parking they can’t do anything about it and I have to pay the full price, the person on the line said she understand but wouldn’t resolve my problems and there’s nothing they could do for me, I even asked them to charged me for the duration I stayed instead, Maria is her name, she’s not professional, doesn’t understand to be a customer resolution means, have to ask a lot of my question with her supervisor, without me talking to her supervisor, and she doesn’t fit to be one. I’m not the type of person who will write a bad review, because i’m in the customer service industry myself. I love the app, it’s very convenient, I just hoped, I had a better customer service experience.

Developer Response ,

Thank you for taking the time to share this experience.

Once your parking session is confirmed, the funds are transferred to the parking authorities who control their revenue stream and set customer service policy. Support agents are limited in only being able to communicate these protocols.

Customer satisfaction is important to our team. To discuss this issue further, please create a support ticket with our escalations team here:

https://support.paybyphone.com/hc/en-us

Thank-you

If you don’t have this, you’re over complicating your life

This app is the best. It saves all your vehicle and payment information, so you can pay for parking before you even leave your vehicle. So easy to use!
Picture this: you go to a restaurant, park 8 blocks away, and pay for an hour of parking, but while you’re in the restaurant you see your dearest of friends you haven’t seen in a year, and you’re neck deep in catch up sauce when you realize parking is going to expire. This app will notify you that parking is about to expire, and will let you add time from wherever you are. No more sentimental experiences being interrupted by pesky parking restrictions at an inconvenient distance.

Also, if a parking area is only metered until a specific time, the app will not allow you to overpay for those free minutes.

Additionally, if you desperately need four hours of parking in a two hour parking spot, you can start with a printed ticket at the stand, make note of the parking indicator, and two hours later initiate two more hours of your parking with the app. Not sure if this is regulated somehow, so use this tip at your own risk.

Cons: if people know you have the app, you’ll just have to be honest about why you’re leaving your friends. You can no longer use parking meters as an excuse to leave a conversation just so you can go Netflix and chill or play with your wii

Developer Response ,

Picture this: your review, printed and framed, hanging in our office. Grateful the app is helping you spend time on the things that matter! Thank you, Xience!

Works poorly with congested bandwidth

The commuter rail station I park at is in a small town an hour outside Boston. Cell service is fine except for when it hits high saturation levels as is the case in the 10-15 minutes prior to an inbound train arriving. That’s when this app doesn’t work at all. It seems like it always has to talk to a server for every step of the transaction: pick location, pick vehicle, retrieve parking rates, make financial transaction.

However, my banking apps, train ticket app, other apps still work in the same situation, although slower, but still work! I have to wait to do my parking transaction until the next train stop which is at a bigger city center and had more cell service capacity. Seems like work needs to be done on the app to make it more efficient on the backend.

If I mark a location as a favourite (spelling intentional) then why isn’t the favorites tab presented to me first? And when I pick a favorite location why does the app have to go verify the location exists? Maybe you need to work on your analytics and caching.