Don’t use unless you want a PCN! Terrible customer experience
TOO DIFFICULT AND STRESSFUL
Booked online - then was told to use the App. But data wasn’t automatically uploaded (suggesting different databases behind the scene), so MY BOOKING WAS MISSING.
The App help was, first of all, automated and useless before eventually passing me to a human. The agent responded promptly BUT THE ADVICE WAS TECHNICALLY DIFFICULT TO UNDERTAKE (clear you browser cache and destroy ALL your online activity for everything you are currently doing) to reload just this App. I found a better way (individual cookie) but the agent REFUSED TO SUGGEST THIS when asked.
When you load the App the bottom bar is obscured - YOU NEED TO KNOW TO CLICK IN FUTURE BOOKINGS (I only had one booking and it looked like it had disappeared) BUT YOU CANNOT SEE THE ICON! Poor UX design!
The website and App - AND SIGNS IN THE CAR PARK ITSELF - say to park in the space you are allocated - I WAS NOT GIVEN A SPECIFIC SPACE. So I immediately raised a query - NO ONE TO PHONE TO HELP IN REAL TIME - which was answered completely incorrectly and nearly 24 hours after I actually started the booking - I was potentially left parked where someone else might have fined me!
THIS HAS BEEN TOO DIFFICULT TO WANT TO USE EVER AGAIN AND CERTAINLY WOULD NOT RECOMMEND AT ALL.
Response from developer
Hi Muso, We appreciate you taking the time to share your experience using our website and app, and with our Customer Support. We'll look into ways we can fix and improve the issues you've raised with our UX and the link between website and app bookings. In the meantime, please accept our apologies for the inconvenience caused, and we hope that when you did get parked you ran into no further issues. Kind regards, Ryan @ YourParkingSpace
Existing Session Fault
When selecting “Already Parked”, the app often fails to recognise the parking session that’s already in progress. Instead, it appears to create a new session using the current time. It can take 10 to 15 minutes of repeatedly closing and reopening the app, backing out and trying again before it finally detects the existing session correctly.
This isn’t a one-off issue. I’ve experienced it on several recent visits to the same car park, so it appears to be a repeatable problem.
Unfortunately, before I realised this behaviour had changed, I unknowingly paid for the wrong session and subsequently received a Parking Charge Notice, despite making a genuine attempt to pay before leaving the site.
Please could someone investigate the “Already Parked” workflow. Whether this is a software fault or an unintended consequence of a recent redesign, the current experience is confusing and has the potential to cause other customers the same problem.
Response from developer
Hi Dan, We appreciate you taking the time to leave your honest and thorough feedback, it's genuinely very helpful for us to hear. We'll look into the issues you've flagged with this feature and see how we can improve the process for our users moving forward. In the meantime, please don't hesitate to contact our Customer Support in regards to the PCN you received as we may be able to assist with this. You can do so via the 'Contact Us' page at YourParkingSpace.co.uk. Once again, we appreciate your feedback, and please accept our apologies for the inconvenience caused. Kind regards, Ryan @ YourParkingSpace
