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"With us, it's personal"
Jan. 14th, 2006 12:50 pmI finally had some free time, so I tried to contact Royal Mail about the problems I've had deliveries to this address. The phone number they used to give for the old delivery office no longer works and they don't give out their number any more. So, I phoned the 'normal' customer service number. Big mistake.
I mentioned to the guy that 3 items had problems: 1 was signed for, but no trace of it appears on the website, 1 should have been signed for, but wasn't, yet was delivered anyway, and a 3rd is on their site as "we have your item" when they clearly should have returned it to sender by now, and as having been delivered twice when I only ever got 1 delivery notification for it. (The sender claims it was never returned.) The guy on the phone heard all this, and asked me for the tracking number of the last item. Once I provided it, he said, "well, we won't have it any more after this length of time." I pointed out that I don't particularly care about that, more that the web site and tracking system is obviously not up to date. He said, "they probably just didn't scan it properly". I replied, "by the looks of things, they're not scanning anything properly!" His response was an indignant "You can't say that!", to which I replied, "I am saying that." His indignance proceeded to increase, where he told me that this was a mere 3 items out of the 10s of thousands that Royal Mail handle, implying that it wasn't at all important that I am having problems with well over half my deliveries. He did say he'd phone through to the delivery office and tell them there'd been an issue, but at this point I didn't trust him. "How will I know that's been done?" I asked. "You won't. I'll just call through and have a word, and that'll be the end of it." "So what will happen as a result of this?" "Nothing will happen, I'll just speak to them and that's all." I found it hard to believe that someone didn't think it was at all a problem that recorded deliveries don't get recorded. Anyway, it had rapidly become apparent that this twat was not at all interested in my problems, which closely mirrored the "Got a problem with staff? Sorry, but we don't want to hear about it" webpage on royalmail.com. I 'thanked' him and put the phone down.
Within minutes I was on a bus over to the local delivery office. I got there, was promptly told that I should phone customer service. Er, no. So I persisted until the woman offered to bring me a manager. To be fair, nothing more concrete came out of that meeting than did from the phone call, but at least this guy was very aware that no one customer should have this many problems with deliveries in such a short period. He took a copy of my tracking numbers and is going to 'have a word with the footman' who is responsible for at least part of the trouble. So, I guess I'll just see if the situation improves from here.
I mentioned to the guy that 3 items had problems: 1 was signed for, but no trace of it appears on the website, 1 should have been signed for, but wasn't, yet was delivered anyway, and a 3rd is on their site as "we have your item" when they clearly should have returned it to sender by now, and as having been delivered twice when I only ever got 1 delivery notification for it. (The sender claims it was never returned.) The guy on the phone heard all this, and asked me for the tracking number of the last item. Once I provided it, he said, "well, we won't have it any more after this length of time." I pointed out that I don't particularly care about that, more that the web site and tracking system is obviously not up to date. He said, "they probably just didn't scan it properly". I replied, "by the looks of things, they're not scanning anything properly!" His response was an indignant "You can't say that!", to which I replied, "I am saying that." His indignance proceeded to increase, where he told me that this was a mere 3 items out of the 10s of thousands that Royal Mail handle, implying that it wasn't at all important that I am having problems with well over half my deliveries. He did say he'd phone through to the delivery office and tell them there'd been an issue, but at this point I didn't trust him. "How will I know that's been done?" I asked. "You won't. I'll just call through and have a word, and that'll be the end of it." "So what will happen as a result of this?" "Nothing will happen, I'll just speak to them and that's all." I found it hard to believe that someone didn't think it was at all a problem that recorded deliveries don't get recorded. Anyway, it had rapidly become apparent that this twat was not at all interested in my problems, which closely mirrored the "Got a problem with staff? Sorry, but we don't want to hear about it" webpage on royalmail.com. I 'thanked' him and put the phone down.
Within minutes I was on a bus over to the local delivery office. I got there, was promptly told that I should phone customer service. Er, no. So I persisted until the woman offered to bring me a manager. To be fair, nothing more concrete came out of that meeting than did from the phone call, but at least this guy was very aware that no one customer should have this many problems with deliveries in such a short period. He took a copy of my tracking numbers and is going to 'have a word with the footman' who is responsible for at least part of the trouble. So, I guess I'll just see if the situation improves from here.
