Do you send anything Special Delivery then check the time

Tea3

Mr_Kennedy wrote: »

I asked was there a deadline on the claims and the CS person said no.

Please double check this or put your claims in fairly soon. I process any lost/delayed items every 6 months using BMAC (business mail losses thing they set up) and I thought i could do my special delivery late claims at the same time - wrong! I know the SD claims go on seperate form to SD claims dept but when i tried to complete the form online as normal the ones from August come up saying its past the time I can claim! Not too happy about it and waiting for word back from them as if normal claims can be made upto 12 months later why is 4 months too late for SD claims? PS, both of them were delivered a day late.

Just dont leave it too late to claim just incase.

deanos

custardy wrote: »

i will say it again.the time on the website means nothing.
customer services have NO access to any times bar those on the website.
the time on the website has nothing to do with delivery times.
all SD items get that delivered message given the way the system works.
as i said you sign a piece of paper so how do you think that adds a time to the website?

So why put on a time if it means nothing then ?

custardy

it doesnt mean nothing.its really just a side effect of the way the system works.
i'll type up a full explanation and the times will become evident

deanos

Funny how when ive had that message ive been able to claim, maybe coinsidence i dunno

BaileyB

Well when i phoned up they said i have a claim, how can they guarantee a delivery by 1pm when they dont note the time?

And SD items always come on its own and never with the postman.

soolin

I've just checked one of my SD's that went yesterday and it says :

Your item with reference xxxxx was delivered from our LIVINGSTON Delivery Office on 06/12/07 .
Thank you for using this service.
We can confirm that this item was delivered before the guaranteed time.

So maybe there are 2 different messages? The one I got where they are sure the item was delivere don time and the other one when they are not sure, otherwise why are there two different messages?

soolin

No no, scrub that as a theory, another of mine has this message:

Your item with reference xxxxxxx has been delivered.
If the item is being delivered to you at work, and you have not received it, please check with the mailroom or your colleagues.

curiouser and curiouser

custardy

right from the delivery office(what happens before this means little as its just moving through the network points)
the SD items come in sealed trolleys(yorks)
these are opened and a barcode on a recipt scanned(this matches the york to the specials inside)

each SD item is scanned in as recieved
gun is downloaded
each SD item is now sorted into its specific delivery duty,po box,keep & collect etc
also undelivered SD items from the day before are set aside(i'll cover this later)

once the SD items are sorted the are allocated to their specific duty via barcodes for each duty(this will show on the website as on delivery)

at this piont i would be looking for issues such as 9am's,duties that are not fully covered,would be going out late etc to make sure the specials are covered.

each driver/postie comes up to collect their specific duty SD items and sign for the total they recieve and how many delivery cards they get

they go on delivery

now some offices/duties have drivers/posties return at the end of their duty,and will return any undelivered special delivery items
at this point the phg(who deals with SD items) will 'confirm' that posties duty scanning any undelivered SD items and a barcode for the reason for non delivery eg no answer,addressee gone away.
any SD item delivered(or not scanned) will change to delivered on the site)
any undelivered SD items will be scanned as to where they are going.
eg held at the office,returned to sender.
these scanning procedures are the ones that are reflected on the customer website.

now for posties/drivers who do not return to their delivery office.
they will go to post office and 'pouch off' any undelivered SD items and have their delivery card stamped to show its been handed to post office counters.

at the delivery office the PHG will confirm these duties 'blind' so all SD items show as 'delivered'

the next day these return to the DO with that days SD items(as i mentioned earlier) so the PHG goes through a 2nd delivery confirmation using a special barcode to backdate the confirmation which will change the customer website to show the true status of the SD item.
(this confuses a lot of people if they see thier SD as delivered but dont have it!)

ive noticed over the last few days RM are tweaking the messages on site(on the intranet) so expect slight tweaks on the messages displayed

soolin

My messages though were not slight tweaks, they are completely different and since I am using Royal mail special delivery bags from a pack the numbers were sequential.(can't spell that!)

custardy

yup ive seen various messages on the customer track & trace and the intranet site.
i dont know what the specification is.the one about mailrooms maybe time sensitive to the time you track & trace