Bad customer experience

2015-05-28 06:00

ANY business can make a mistake. They rely on fallible humans to satisfy their customer’s needs. How they rectify a mistake is what’s most important! This is where Postnet failed miserably in my opinion. To ignore the customer with “the head in the sand” attitude will not resolve any problem or make it go away. Only the customer will go away, to never return. It is crystal clear that “sorry” does not exist in their vocabulary.

I had to get documents urgently to a business in Nelspruit. Below is a synopsis of the sequence of events by date order. You be the judge:

•24/04/2015 at 09h35: the envelope is handed in at the Port Shepstone branch, my brief to the Counter Assistant “the fasted safest service”, I paid my dues and left with the promise that the envelope will be delivered on Tuesday morning, as Monday is a holiday.

•08/05/2015 at 09h03: I received an e-mail from the business in Nelspruit, informing me that my documents have not arrived.

•09/05/2015 at around 08h45: I was at the Postnet branch requesting a “Proof of Delivery” which could not be given to me. I was informed that the Call centre should reply by Monday and that I will be copied in their reply.

•11/05/2015 at 11h33: I send an e-mail to the Call centre, enquiring if there was any progress.

•11/05/2015 at 12h24: I received the following e-mail: “There is no update as yet, but I am working on sorting it out, will keep you updated”.

•12/05/2015 at 08h59: Port Shepstone office sent an e-mail in red capital letters expressing their dissatisfaction at the delay to the Call centre.

• 12/05/2015 at 09h31: the following e-mail was received in response from the Call centre: “I have escalated the matter to both the branches’ managers that are involved as I am also not getting the feedback that I want. Will update you when I have heard from them”.

•13/05/2015 at 11h56: I sent an e-mail to the Call centre and Port Shepstone, advising them that I am totally dissatisfied by their appalling service and that I am expecting an answer by 15h00 or I will have to consider my available options. Needless to say, to date I have not received any response to the said e-mail.

•14/05/2015 at 11h13: I sent an e-mail to Port Shepstone manager, asking him what was happening, giving him another opportunity to avoid negative publicity, as he is part of our local community. I also stated that I intend taking this matter to the media. I have not received any response to this e-mail to date.

To make matters worse, I do not know what happened to the envelope containing my personal documents. Will it ever be delivered or is somebody in the process of stealing my identity?

I will now have to go through the whole exercise again, getting the required documents certified and to Nelspruit thanks to Postnet incompetence. At my cost of course!

Carl Liebenberg

Postnest response

WE sincerely apologise for the inconvenience and frustration that were caused when we could not timeously confirmed the delivery of the important documents that were sent by Mr. Carl Liebenberg to Sembcorp Silulumanzi in Nelspruit.

We can confirm that it was delivered to the company on 29 April 2015. Unfortunately the documents were misplaced at the company and we believe that they have communicated with Mr. Liebenberg in this regard.

We trust that the above will suffice and that we assure you of our ongoing commitment towards service excellence at all times.

Postnet Port Shepstone

To make matters worse, I do not know what happened to the envelope containing my personal documents

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