Royal Mail - recorded delivery "postman problem"

rapido

custardy wrote: »

well theres no excuse then
time to ramp up your complaints
a lot of people report posting on RMs twitter is worth a go

Thanks, I don't have a twitter, but I e-mailed to them and hope they refer it to the "Escalated Customer Resolution Team".

rapido

Sure enough it's Monday - the day I asked for the parcel to be redelivered - the postman came and some letters were delivered but the parcel wasn't, and I'm not sure if I should be surprised or not!

custardy

rapido wrote: »

Sure enough it's Monday - the day I asked for the parcel to be redelivered - the postman came and some letters were delivered but the parcel wasn't, and I'm not sure if I should be surprised or not!

is it a foot delivery sized packet?

rapido

custardy wrote: »

is it a foot delivery sized packet?

It's only a small parcel, but the postman comes in a van, not on foot.

custardy

ah right
as I have said
complain and continue to complain
if you do it via customer services it goes onto the computer system
every complaint is flagged up on this and requires a resolution(it registers when the manager reads the complaint)
so if you call again,ensure you tell them its a repeat complaint
this gets flagged up seperatly on the same system
or go to the delivery office and ask to speak to a manager directly
though going via RM CS means its flagged up for their bosses to see

rapido

No, they are delivered together.

(Edit: this was in response to a posting by "arcon5" timed 11.43am which seems to have disappeared, asking whether my parcels are delivered separately).

arcon5

custardy wrote: »

ah right
as I have said
complain and continue to complain
if you do it via customer services it goes onto the computer system
every complaint is flagged up on this and requires a resolution(it registers when the manager reads the complaint)
so if you call again,ensure you tell them its a repeat complaint
this gets flagged up seperatly on the same system
or go to the delivery office and ask to speak to a manager directly
though going via RM CS means its flagged up for their bosses to see

really? I send 3 complaints about the same issue within the space of about 8 weeks last year via their CS, received the standard we are looking into it reply then nothing more.
In the end I took my business elsewhere, lost them about £6k per year (not the biggest customers admittedly, but not a neglegible amount to loose!)

custardy

arcon5 wrote: »

really? I send 3 complaints about the same issue within the space of about 8 weeks last year via their CS, received the standard we are looking into it reply then nothing more.
In the end I took my business elsewhere, lost them about £6k per year (not the biggest customers admittedly, but not a neglegible amount to loose!)

well I can only speak from the DO end of things
they have various programs on the PCs (all pretty crap)
communication link every office is refered to as CLEO
this contains complaints,redelivery requests etc
once you click into a complaint,this is flagged as being read
then the manager has X days to respond with a resolution
their managers can access this data for every office
all of these complaints are used as whipping tools on the daily manager conference call

rapido

I still have not received a reply to my complaint dated 30 Dec 2011 apart from the "we are looking into it". I thought they were supposed to reply within 14 days but evidently not.

Knowing the problems it causes both parties, I have to say that I would not use recorded delivery to send things out any more, and I wouldn't buy anything else if I knew it was going to be sent recorded.

rapido

I just called the delivery office to confirm that they would actually redeliver it to-morrow as I have already requested online, however they just have an answering machine (sounds like the standard BT voicemail actually!).

Left a message with the details and a request to call back - will update if they actually do.