Door to Door Couriers
Submitted: Wednesday, Jan 13, 2010 at 20:52
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Holden4th
My telco got me to change my Internet plan and promised me a new ADSL modem. That idea got lost somehow but when I called them last Tuesday they said that it would be dispatched the next day and should arrive within 3 working days. (Friday by my calculation).
Yesterday I got a message on my mobile from the courier company asking my address as the one they had wasn't correct. The message was delivered at 9:30 am and I called them at 11:55. The bloke I spoke to was a bit brusque and I had to repeat the correct address and then told them that I was
home for the rest of the day. They told me it couldn't now be delivered until tomorrow.
So, tomorrow (today) arrives, the
home phone rings at 9:30 am and by the time I've raced up to the garage to answer it the courier driver is telling my message bank that he has already left a card in my box and I should read that. The
home phone ha been activated from the console in front of the complex by the courier pressing my unit number. To my way of thinking the courier had a number of ways to deliver my parcel but couldn't be bothered doing so.
To cut to the chase it seems that the courier has made no attempt to leave the parcel or even contact me on my mobile. I now have to go to a
Post Office (of all things) ten kms away to collect something that should have been delivered to my door. I think that this courier firm or the individual driver is not doing their/his job.
Any similar stories? At this stage I won't name and shame until I've talked to the courier firm which appears to be a nation wide franchise.
Reply By: Member - joc45 (WA) - Wednesday, Jan 13, 2010 at 22:40
Wednesday, Jan 13, 2010 at 22:40
Yes, I've had issues a while back with Aust Post couriers (who are also subbies). I'm retired and at
home most of the time, but I was really cheesed off several times when, despite being
home, a card was left in the letterbox saying they rang, but no one was
home, and to collect the article from xxx
post office after 4pm. The bottom line was they never even bothered to ring the bell - too many articles to deliver. An official complaint to Aust Post has now sorted out the problem - their comment was that they'd had a lot of complaints from my area about that courier. All sorted out now - it does pay to complain.
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Reply By: AlanDell - Thursday, Jan 14, 2010 at 00:12
Thursday, Jan 14, 2010 at 00:12
Courier companies have different procedures for delivering freight and all require a signature on receipt, unless the goods are sent with an "OK to leave". AAE, with their link to Australia Post, will always take the item to the nearest
Post Office for pick up by the receiver, if no-one is
home. TNT and DHL will leave cards and the receiver needs to call the national number on the card and request re-delivery, or pick up from local depot.
I deal with courier drivers on a daily basis and I find the majority of them good workers and friendly. However, I feel that we are not blessed with great customer service skills in Australia, in a lot of industires, and some people in customer service jobs just see the customer as an inconvenience.
The majority of courier companies will not give a time of delivery as there are two many factors which can effect their normal daily run. Even though most couriers have time critical
services available, we find that customers are unwilling to pay for those
services, due to the costs.
I agree, Pack and Send offer a more personalised service and when there are problems with the consignment, they will track it and look into it for the customer if there is a problem, and sort it out.
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Follow Up By: Holden4th - Thursday, Jan 14, 2010 at 09:20
Thursday, Jan 14, 2010 at 09:20
The company is indeed AAE and I will be asking them about their driver whose name I have. If I don't get a satisfactory reply I will take matters further. When I was informed by them that the address was wrong, two things happened. First, the blame immediately went onto the telco (who has managed to get my address right on every other occasion). Secondly I was not impressed by the way I was spoken to by the guy in the office, despite the fact that I wasn't complaining and used a polite and respectful tone of voice. Maybe what happens in the office is reflected in the attitude of their drivers.
Finally, I'm not bagging courier drivers per se. Aussie Post have managed to successfully deliver many parcels to this address.
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Follow Up By: Member - Timbo - Thursday, Jan 14, 2010 at 13:37
Thursday, Jan 14, 2010 at 13:37
"The majority of courier companies will not give a time of delivery as there are two many factors which can effect their normal daily run."
Buses, coaches and trains seem to be able to give times for each destination, albeit they sometimes run late (due to the many factor which also affect their daily run) but they still manage to give a better indication than the courier companies' estimates of "oh, sometime between 10am and 4pm"
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