I have been fighting with the South Africa Post office for close on 8 months well one branch in particular – Lonehill.
In this day and age is the use of the postal service really necessary? No, we can receive all our statements and mail electronically with the exception of the few retailers and brokers that insist that all correspondence needs to be posted. Oh and those really annoying registered letters. And more junk mail and fliers that really should be banned. I wont bring up “lost” parcels, Promise!
The staff at the branches are exceptionally unhelpful and rude. Just listening to the comments that get said to clients who need to make use of the SAPO services is enough to make one sick. The whole attitude is one of I would rather be filing my nails that dealing with common folk like you. And don’t ask to speak to a manager as this elusive savior in the branch is never available or works ridiculous hours where most people cant even get to the branch.
So now comes to the endless strikes that plague an already unless institution so all-important information that should be delivered on time is months late. Like that speeding fine, yes guilty! I found one of those dreaded ‘Please come into the branch and collect’ notices. So I go in an sign for that fine and realize it is not bad at all going slightly over the speed limit and yes I can see it is me and my car so I am happy to pay for it. And with the added bonus that I can get 50% off if I pay within 30 days. Whoo Hoo! Then my I realize that the date of the fine is April and when enquiring when the post office received the fine they say May. So I politely ask for a copy of the registered tracking of the mail so I can pay my dues to the Traffic department without being penalized. Hahahaha, the woman stared at me in disgust and told me that no only a manager can print out anything. Even though there is a printer at her station loaded with paper. “So where is the manager, can we ask him to print it out?” “Sorry he works 9-4 and no don’t come in on Friday try again on Monday.”
So I gave up on trying to get anything from the branch itself and sent a comment via the website asking for help. I got a response a few days later with a normal mail sorry about the delay and that they needed more info that was immediately sent to them. Then start the empty promises that someone will contact you and that your concerns will be dealt with effectively.
A week later I email the Customer Services Consultant (Debbie) to follow up on what is happening and why no one contacting me. I was told that my concerns were being escalated to the Mail Operations. Still no reply! Religiously I send my email to Debbie weekly as she is my only point of contact and every week I get the same response but no resolutions.
While I don’t believe that I am being rude but I am getting frustrated that no one is getting back to me and the cracks are starting to show.
I guess my entire point is why do we need to just accept that bad customer service is a given at certain institutions and that we should just accept it or should we be pushing back and demanding answers and ensuring that we get the services that are expected. My thoughts when it comes to customer services at Postal Office is that they should be fighting to keep customers coming through the doors because the more people embrace the electronic age the more redundant they become.