Oh dear, I think I am blacklisted by the post (Full Version)

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Aneirin -> Oh dear, I think I am blacklisted by the post (3/27/2010 6:23:07 AM)

I think I have made a mistake, I think I have pissed off my local snail mail postman. You see, I had the audacity to file a complaint for shoddy service and now it seems I am not getting any mail, and certainly not what I am waiting for, which caused the complaint in the first place.

What happened was I caught my postman engaging in a bit ofsharp practice, instead of delivering a package that required a signature, he just posted a sorry you were out note, except I was in and he made no attempt to alert me to the requirement either by knocking the door or ringing the bell, I watched him. I then watched him walk down the path with nothing in his hands, get back in his car and drive away.

Now normally I just get angry and let the anger fester, but I am trying to turn over a new leaf, so making myself late for college, I sought to complain whilst the anger was fresh. I went back online found the Royal Mail website and scoured it for the complaints phone number, which was not apparent. I ended up phoning customer services and there right at the end of all the recorded messages was something about if one was not happy with the service, so I selected that option, only to be told they were experiencing a high level of calls at the moment and would have to wait, so I waited. five minutes or so later after having my ear assaulted with a list of recorded offers, I finally got through to a human and there made my complaint. I was assured that what I had witnessed was a case of postman can't be bothered to his job, and a call will be made to the relevant office manager, and my parcel would be delivered two days later,which kind of makes the first class postage I had paid for  a waste of money.

Two days later came and went, still no delivery, the next day I phoned again, to be told my second complaint has now gone to administration level and I would receive my package  the next day. The next day came and went, nothing, no mail at all, never mind the package I was waiting for, I did'nt even get all the obligatory advertising crap that the neighbours did, so I know my post box is being ignored.

Now, I am in two minds about this, I have complained because I was angry, but my complaint might be the person's job, I wondered should I just accept the rubbish service and let my anger fester, or was complaining the right action, as this guy might very well be doing the same to others and bad eggs need sorting out, as how can we ever get a good service in anything if we do not complain when we are unhappy.

So, on the subject of complaining about shoddy service you have paid for, would you complain, or would you just let it go, would you accept that is the way it is, or seek to make it better ?

Do you find complaining easy or hard ?

Is complaining necessary  and there a right action ?

Regarding corporations, has anyone noticed that  actually finding where to complain is getting harder and harder, as if they put every obstacle in your way to make you get fed up and not complain ?

Just to note, normally I do not complain, but I am aware by not doing this I become more negative and cynical, something I need to quell and reverse.



Kana -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 6:37:38 AM)

A-My fucking delivery people do the same thing all the time. It drives me crazy. A few weeks ago UPS did a knock and run. I was sitting on my sofa, heard the knock and in the twenty steps it took to go from couch to door, the damn driver had posted a "While you were out" note, and made it to the corner and already was in his truck. I let the guy have it because I have to drive all the way across the city to pick up the package if they don't let me sign for it.. Worse, I have had the USPS just flat out leave packages on my doorstep, and I live in the heart of Baltimore. Once the SOB"s left a box of freaking checks that I had ordered on my stoop. I was almost foaming at the mouth I was so apoplectic.
B-Damn right complain. From a consumers POV you have a right to decent service. And having owned a business before, I gotta say feedback isn't just appreciated, it's needed for success. If I have a problem with what's going on that damages the end user, my bottom line is going to be affected. I need to know what's going on at all levels of my company, good and bad so I can know what (and sometimes who) to keep and what to jettison. If I am not aware there is a problem, then I will not be able to fix it. Feedback is needed for improvement-thus you are in actuality helping the business operate more effecienctly by complaining.
C-Frankly, with the reccession and all, almost every business I am aware of is hypersensitive about complaints. Right now, there aren't a ton of companies making a fortune and most are fighting to break even. In times like this, every customer is valued.
D-Yeah. I apply the same feedback rules to BDSM. Grins. I don't criticize, I offer constructive criticism. Yeah, that's what those lashes are, character building.....



LadyEllen -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 7:28:50 AM)

Put it in writing A. And keep doing so, keeping copies. Also let the people know who send you post what is going on - not only is the post office not providing the service they paid for, but the rules are that if something is posted to you then its deemed delivered unless you say otherwise, so you could find your leccy disconnected for failure to pay even though you never got the bill.

If you get no luck then find out who the regulator/ombudsman is. If still no success then tell them you'll be filing a part 7 claim in court, seeking damages and an injunction.

E




Venatrix -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 7:45:28 AM)

Aneirin, you absolutely did the right thing. It's like that in the US, as well - I've had it happen several times, and it doesn't matter where in the country I've lived, East Coast or West Coast. Complaining is the only thing that will eventually improve the situation. And so what if it does cost him his job? There are plenty of hard-working people out there who are unemployed who would love a chance at a job like that. You're paying for a service, and you jolly well ought to get it.



pahunkboy -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 10:02:30 AM)

Yes- that happened to me 2x at the old place.

The mail was very important. I called the postmaster and complained.

Retribution tho- did not occur in my case.



pahunkboy -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 10:16:56 AM)

...if no results- then take it up the chain of command.

for me that would be Williamsport PA, followed by Harrisburg PA, followed by Washington DC.   (something like that)   I never had to go above the town postmaster.  I have even talked to the assistant.

I have always gotten professionalism - when verbalizing the issue.

I doubt one lone complaint would get anyone fired.   Most operate on a graduated discipline system.

Don't be so quick to denote this as a vendetta.  Most likely it is bloated red tape thing.




barelynangel -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 10:19:43 AM)

Put all complaints in writing, get names of who you talk to. Call your local place which would be the place you go to send big packages in your area etc. Go during the week at lik 11:00 ir 2:00 and ask to speak with a manager. Take a copy of the letter with you with URGENT -- CUSTOMER COMPLAINT on it. If they say the person's not available -- 1) get the Manager of that postal office's name, 2) get the person's nam from their name tag and then ask their name 3) give them the letter and state that you are noting that you gave the letter to them in your letter to the main office and you expect a call from the main manager of that office.

Check also where you can file complaints with that specific office.

Its illegal here in the US for someone not to deliver the mail. You should mail yourself something and see how long it takes to get to you. Mail it at that post office beause then it should only take about a day.

Notate everything and then explain that their holding your mail without your consent is in fact illegal, if it is in your country. IF you have a friend who is a lawyer, see if they will call as your representative.

angel



popeye1250 -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 1:11:17 PM)

I think this is another example of "efficiency" out of control. Delivery people probably have "quotas."
You know, you can be so efficiant that it makes life miserable.



LafayetteLady -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 9:00:45 PM)

Something like that happened to me when I moved to where I am now. I didn't put in a forwarding address, but the utilities where at this address when I had them turned on. The mail man had put a rubber band on my mailbox. I took it off and sometimes got some junk mail, then the rubber band would be back. I thought it was my neighbor putting the rubber band on. Sometimes if someone has a lot of mail, the mailman will put a rubber band around it all to keep it together. So I just thought the neighbor was taking it off at her box (next to mine) and looking through her mail. Then when I was expecting something and didn't get it, I went to the post office in town to find out why.

They told me that the mail man thought the house was still vacant (it had been for a couple of years) and that there was a rubber band on it to show that (weird in my opinion). I explained to our post mistress that not only had I been taking the rubber bands off, but I had been in the front yard frequently when the mail man was coming by, or that my car was in the driveway! Our postmistress is very nice and the problem was resolved the next day.

I don't know if your local post office is too far away or not, but I would physically make the trip there to complain. They keep raising our postage and they keep using the "neither rain, nor sleet....." slogan, so I want my mail in a timely manner.

I understand that you don't want to cost someone their job, but don't you think that the person should have to actually DO their job in order to keep it?



Aneirin -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 9:26:57 PM)

The trouble is with complaining about crap service personally, is they will not  receive a verbal complaint at the post office, one tries to complain and they ignore you or get security to eject you. All they do is say to put the compaint in writing and send to such and such address. Which is no good when you want something sorting out asap. Ask for the manager, one gets told they are not available, and if I persist, security will be called.



pahunkboy -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 9:43:54 PM)

then ask to see security??



Aneirin -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 9:50:16 PM)

Security around anything in this country is little more than grunts, they are told to do, and they do and that is that, one can leave peacefully, or be manhandled out the door. Intelligence is not high on the agenda for door security. Some door security I have known fancied themselves in the military or police, except a), they have never tried, or, b), they failed the entry requirements, which says a lot about these people, many know them as thug for hire

The company sia seems to come up a lot, perhaps I need to take a look into them, see exactly what they employ



pahunkboy -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 9:51:56 PM)

Ask security to render the task completed- ie- get your letter delivered. 



Vendaval -> RE: Oh dear, I think I am blacklisted by the post (3/27/2010 11:47:29 PM)

I would file all complaints in writing and keep records, use phone calls to find out the name of supervisors, etc. If you might create a public spectacle from frustration or anger then don't show up in person.



pahunkboy -> RE: Oh dear, I think I am blacklisted by the post (3/28/2010 8:22:56 AM)

you could file a vacation hold-  moreless to start delivery to said address.   then if they goof it up- that is 2 infractions.



Rule -> RE: Oh dear, I think I am blacklisted by the post (3/28/2010 7:02:56 PM)

quote:

ORIGINAL: Aneirin
So, on the subject of complaining about shoddy service you have paid for, would you complain, or would you just let it go, would you accept that is the way it is, or seek to make it better ?

Start a competing mail service. You can ask your customers for a higher price for better service.

quote:

ORIGINAL: Aneirin
Regarding corporations, has anyone noticed that  actually finding where to complain is getting harder and harder, as if they put every obstacle in your way to make you get fed up and not complain ?

Yes.



Aneirin -> RE: Oh dear, I think I am blacklisted by the post (3/30/2010 6:43:38 AM)

Just an update, I am now getting my mail again, but still no parcel, despite four calls to customer services, and many redelivery reference numbers. According to the customer services, the delivery office is saying they have tried to redeliver every time, but I know they haven't, because I have been here and my place is one room next to the door, the mailman makes that much noise, I know post has arrived every day, whether it is for me or not. When asked why they had stopped other mail, they said I had told them I was no longer living there, so they were holding my mail pending instructions, my answer to that was if they believed I had said that, why then try to redeliver the parcel, and I had not said anything of the sort about not living here. They are simply bullshitting me, perhaps it is I having had the audacity to catch one of their delivery people failing to do his job and complained about it, they are just being bloody minded. But, if they are, they are either a law unto themselves, or Royal Mail on the whole is a shadow of it's former self and deserving of everything that happens to it, for customer service appears not to be their priority anymore.

But of customer service, I am schooled in it, me with my mind, customers get the best from me, the best I can give, and that has fallen foul of employers before who mouth words but have limitations to their actions, as sure customer service, good customer servive costs. I am wondering now, as it seems every thing now is working on a skeleton staff basis for smaller and smaller wages per work done, is customer service becoming just empty words.

Has anyone else ever experienced the situation where what they expected based upon policies stating customer commitments has not materialised ?

In this day and age, can anyone actually report a situation where a problem was sorted out to their complete satisfaction, to a level they did not expect ?

Is the notion of customer service dead ?



pahunkboy -> RE: Oh dear, I think I am blacklisted by the post (3/30/2010 8:02:23 AM)

maybe fill out a lost letter form.



Aneirin -> RE: Oh dear, I think I am blacklisted by the post (3/30/2010 8:22:15 AM)

Nope, they have my parcel, I know that, I have had that confirmed this morning when I phoned after they had yet again failed to deliver. They have a job to do, and they are going to do it, because I will not let up now, and the sender is involved, he is saying I paid for delivery, and it has to be delivered, or it is breach of contract and UK postage carries the Queen's head, they have to deliver by law.



LafayetteLady -> RE: Oh dear, I think I am blacklisted by the post (3/30/2010 1:55:12 PM)

Aneirin,

It sounds like your country's post office really sucks, I'm so sorry. As I told you earlier in the thread what happened with mine, I spoke with the post mistress in person, no one was angry (except me) and it was immediately resolved.

I do hope you can get your package soon. Have you considered going out to ask the post man for it when he comes since you hear him coming each time? If they keep saying they are trying to redeliver, and you catch the postman while doing his delivery to your place, it would be interesting to hear his excuse if nothing else. Or the next time you call the post office, ask that they hold the package and offer to pick it up. I know this isn't what you really want to do in the way of resolving the issue, but it is a way to actually get your package.



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