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Service getting worse
Posted by Ali W
Service getting worse January 08, 2020 11:41PM |
Registered: 17 years ago Posts: 676 |
I am noticing how bad service is getting.
I sent a courier parcel to a friend - Rotorua to Feilding on December 18th. It was delivered yesterday January 8th. That is 3 weeks. Yes, I know it was Christmas but it should have arrived before that - there were 4 working days prior. It took numerous calls, I provided the tracking number and the last excuse was “the driver forgot to deliver it”. I sent it by courier as I thought it would be faster and safer than normal post.
This morning I ordered something from a business in Whangarei, the lady I spoke to apologised for sounding stressed as she was dealing with a big department store who had promised delivery of an item almost a month ago.
Our son is building a large shed and made a purchase agreement with a reputable company who promised completion by 17th December. It was immediately contracted out to sub-contractors, who contract it out again, etc. He feels he must be on site as it has got down to people sending inexperienced labourers who are just bashing away, putting screws through the walls etc. Every second day there is someone new, and he said he feels some look really dodgy, scoping out the place etc. The project manager won’t even answer his calls. But the company reminds him firmly about progress payments. Yesterday the door people turned up to install and drove away again as the scaffolding is still up, with the roof not finished! Our son is getting so stressed - this is a six figure job and he seems to have no ability to get answers!
What is happening to this country?
Sadly when anything like this is discussed people just shrug their shoulders and tell their own horror story.
I sent a courier parcel to a friend - Rotorua to Feilding on December 18th. It was delivered yesterday January 8th. That is 3 weeks. Yes, I know it was Christmas but it should have arrived before that - there were 4 working days prior. It took numerous calls, I provided the tracking number and the last excuse was “the driver forgot to deliver it”. I sent it by courier as I thought it would be faster and safer than normal post.
This morning I ordered something from a business in Whangarei, the lady I spoke to apologised for sounding stressed as she was dealing with a big department store who had promised delivery of an item almost a month ago.
Our son is building a large shed and made a purchase agreement with a reputable company who promised completion by 17th December. It was immediately contracted out to sub-contractors, who contract it out again, etc. He feels he must be on site as it has got down to people sending inexperienced labourers who are just bashing away, putting screws through the walls etc. Every second day there is someone new, and he said he feels some look really dodgy, scoping out the place etc. The project manager won’t even answer his calls. But the company reminds him firmly about progress payments. Yesterday the door people turned up to install and drove away again as the scaffolding is still up, with the roof not finished! Our son is getting so stressed - this is a six figure job and he seems to have no ability to get answers!
What is happening to this country?
Sadly when anything like this is discussed people just shrug their shoulders and tell their own horror story.
Re: Service getting worse January 09, 2020 12:35AM |
Registered: 12 years ago Posts: 3,422 |
Ali W Wrote:
-------------------------------------------------------
....
>
> Sadly when anything like this is discussed people
> just shrug their shoulders and tell their own
> horror story.
What other responses are you looking for? We all have bad courier stories, we're all at their mercy, what else is there to say? The only solution is to buy locally only, which when one lives in a small town rather cuts back on options.
-------------------------------------------------------
....
>
> Sadly when anything like this is discussed people
> just shrug their shoulders and tell their own
> horror story.
What other responses are you looking for? We all have bad courier stories, we're all at their mercy, what else is there to say? The only solution is to buy locally only, which when one lives in a small town rather cuts back on options.
Re: Service getting worse January 09, 2020 12:39AM |
Registered: 17 years ago Posts: 676 |
Re: Service getting worse January 09, 2020 01:53PM |
Registered: 15 years ago Posts: 653 |
I haven't noticed a problem with couriers (and I get a LOT of courier parcels!) but I did receive a letter today that was posted in the UK on December 10. I thought that was pretty impressive. It must have come by kayak. And I find it very suspicious that although the post office claims to be making three deliveries a week I often get a big bunch of mail once a week and very little on the other days. Hmm.
Re: Service getting worse January 10, 2020 12:20AM |
Admin Registered: 18 years ago Posts: 7,920 |
Ali I completely agree with you and sorry but I am going to add in my own horror story as it just frustrates me.
I have a dilemma with getting cooked meals to my elderly parents in Hokitika (please no recommendations for meals on wheels).
I go down and cook regularly but at times when the freezer has been emptied I courier a few frozen casseroles to them. Although the PO assures me that courier service is overnight they sometimes take 3 days to get there - thawed food is not ideal. Yes I do send it in a chiller bag with frozen pads etc..
Prior to Christmas I ftook the parcel to Highbrook (Auckland) to the main courier centre to test if that would make a difference and eureka the parcel was there the next day. And it was substantially less expensive than going through our local PO although it was with the same company.
So I guess that the answer is to try and get your parcel to a central courier point (not always easy I know) as it may get there quicker than a depot pick up.
I have a dilemma with getting cooked meals to my elderly parents in Hokitika (please no recommendations for meals on wheels).
I go down and cook regularly but at times when the freezer has been emptied I courier a few frozen casseroles to them. Although the PO assures me that courier service is overnight they sometimes take 3 days to get there - thawed food is not ideal. Yes I do send it in a chiller bag with frozen pads etc..
Prior to Christmas I ftook the parcel to Highbrook (Auckland) to the main courier centre to test if that would make a difference and eureka the parcel was there the next day. And it was substantially less expensive than going through our local PO although it was with the same company.
So I guess that the answer is to try and get your parcel to a central courier point (not always easy I know) as it may get there quicker than a depot pick up.
Re: Service getting worse January 10, 2020 01:13AM |
Registered: 18 years ago Posts: 5,388 |
On the note re Couriers... I ordered Denheaths, which I do annually for a large customer as a morning tea shout for the staff. Fortunately I always allow a day as a just in case. A couple of years ago they didn't turn up. I checked with Lisa and staff, and of course they had my address and everything was correct. They followed up with the Courier and even though my address was on the parcel (and their labels are large and easy to read), a whole bunch of custard squares and cheesecakes ended up somewhere in Reporoa! Fortunately I allowed for a day's leeway and received them (a new lot) the next day for delivery.
Oh and don't get me started on passports. Have had passports go astray thanks to Courier companies.
And another gripe... when the package says to be signed for on delivery, I am home and our cameras alert me to the driver getting as far as the gate, which is not locked and opens easily to our front door. And to then find a card saying they could not deliver because I was not home. And as quick as I try to make a dash for the door, the b**stards get away.
On a positive note, the sun is shining and we are alive
and two edits required due to bad grammar and a typo hahaha
Edited 2 time(s). Last edit at 01/10/2020 01:15AM by Irene Field.
Oh and don't get me started on passports. Have had passports go astray thanks to Courier companies.
And another gripe... when the package says to be signed for on delivery, I am home and our cameras alert me to the driver getting as far as the gate, which is not locked and opens easily to our front door. And to then find a card saying they could not deliver because I was not home. And as quick as I try to make a dash for the door, the b**stards get away.
On a positive note, the sun is shining and we are alive
and two edits required due to bad grammar and a typo hahaha
Edited 2 time(s). Last edit at 01/10/2020 01:15AM by Irene Field.
Re: Service getting worse January 10, 2020 06:34AM |
Registered: 9 years ago Posts: 622 |
Re: Service getting worse February 02, 2020 02:27AM |
Registered: 8 years ago Posts: 607 |
Helen, I'm interested in what you are saying about the different service standards when you take your parcel to a main depot, rather than your local PO, and that the latter is more expensive. There should be absolutely no difference in the service standard or in the price, no matter where the parcel enters the system. Of course it is possible that you missed the cut-off time, or that a lazy courier is cutting corners and picking up earlier than advertised, or that your parent's Hokitika address is classed as 'rural', in which case an overnight delivery should never be promised (although may nevertheless sometimes happen).
Re pricing, I worked in a general store which had a postal counter a few years ago. The parcel pricing structure for NZ Post was extremely complex to the point of exasperation, so I can see why you might get a different answer at different drop-off points.
While I won't recount yet another bad service story, in general terms I simply refuse to put up with it. Having been in customer service roles most of my life, I expect my service standards in the people I deal with and anything short of that results in a complaint at the highest level in extreme cases. I think it's human nature to grumble and tell others and vow not to use that company or service again, but who does that affect most, and how is anything going to change unless upper management gets to hear about it and do something about it.
Back to my letter to the CEO of Jetstar....
Regards,
Barbara Anne
Re pricing, I worked in a general store which had a postal counter a few years ago. The parcel pricing structure for NZ Post was extremely complex to the point of exasperation, so I can see why you might get a different answer at different drop-off points.
While I won't recount yet another bad service story, in general terms I simply refuse to put up with it. Having been in customer service roles most of my life, I expect my service standards in the people I deal with and anything short of that results in a complaint at the highest level in extreme cases. I think it's human nature to grumble and tell others and vow not to use that company or service again, but who does that affect most, and how is anything going to change unless upper management gets to hear about it and do something about it.
Back to my letter to the CEO of Jetstar....
Regards,
Barbara Anne
Re: Service getting worse February 02, 2020 04:45AM |
Admin Registered: 18 years ago Posts: 7,920 |
Barbara Anne I have only once had a parcel get to Hokitika in one night. I have maybe couriered 10 parcels and the only one that arrived overnight was when I went to the depot.
The others are at least 2 days.
Mum and dad live in central Hokitika so shouldn't be rural.
Maybe I struck it lucky that the guy at the counter at the depot just lifted the parcel and gave me a figure which was substantially less than usual. At the PO they are vigilant in measuring. and weighing but he just guessed.
The others are at least 2 days.
Mum and dad live in central Hokitika so shouldn't be rural.
Maybe I struck it lucky that the guy at the counter at the depot just lifted the parcel and gave me a figure which was substantially less than usual. At the PO they are vigilant in measuring. and weighing but he just guessed.
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