Make Militancy Pay.

This is a fun little article.....

The gist of it is that it costs Aus Post around $7 to deal with a dial a whine about stolen shit, and the dodgy "Sorry you were not home" when we never made any attempt to deliver, when you were actually home scam.

However, if you perfect the art of dial a whine, and persist - you could probably drag it out to a couple of hundred dollars of their time, per call.




So how do you, the fucked up, fucked around and fucked off consumer deal with the dip shit antics?

A good land line or a mobile phone company that gives unlimited calls per month, for like $40....

And you get a phone that has hands free.

Then you need to be in a time and place that enables you to whistle along cheerily with the Australia Post elevator music - during your half hour on hold...

Like while your knitting a new cock sock for winter, or under the car drinking coffee, snoozing and plying with your nuts, etc., with the phone beside you...

And while they bullshit you about investigating it - when they don't... and they tell you that it takes up too 10 days to do it... and 3 months later they serve up the same crap - after you call them....




So you call up once an hour, every hour, 9 to 5, every day of the work week, for how ever long it takes to get the matter resolved - especially since it is something that should take 20 minutes to be resolved - calling them up for an hourly progress report is worth doing.


That is what you do.

Allowing for the fact that the national call centre, has LONG wait times....

But if the fuckers cost you an hour of your time and wages to go and pick your parcel up, or $200 worth of your package gets stolen - then get into the christian spirit of reprisal and nastyness -  and taking it at a face value of costing Australia Post $7 a call,  where they probably say hello, and then put you on hold and hang up on you, then make an equivalent amount of time wasting calls to them.

It's a great way to drag the conversation out by developing the art of convenient vagueness, lucid interjections, and the inclusion of many and varied related and non related side issues.....

"Like is the mail sorting machine, anything like the teleporter on Star Treck?" Then switching to teleporters in general, and the loose association is on how it makes things disappear into other dimensions, just like Australia Post did with your parcel.

I mean it's all relevant - and who knows? Australia Post might be using alien tech to transport millions of dollars of other peoples property in their base at the other side of the moon - with the Nazies, the UFO's and Atlantis.

I mean there is hours of that shit that can be engaged and every time they dump the call or bounce you from dept to dept to dept - your eroding their income.


The other issue is that you could hire yourself out as a parcel recovery service, for disgruntled ex users or heading that way, of Australia Post - to chase up 500 parcels a week for 500 people, at say $25 per package recovered or reimbursed.

"Hi - I am so and so from such and such parcel recovery service and I have been authorised to ensure delivery or replacement of this list of parcels by this list of clients."

LOL





http://www.businessspectator.com.au/article/2014/6/30/technology/australia-posts-broken-down-parcel-delivery-system

Australia Post's broken down parcel delivery system
 Craig Menzies - Forrester Research
 30 Jun, 10:19 AM

It all started with Johnny Cash. There he was looking out at me, his greatest hits, from the bargain bin at my local electronics shop for a fiver. Wow, a great bargain feeling that you simply don’t get from digital downloads. Unfortunately, upon returning home, I realised that my MacBook does not actually have a place where you can stick in a CD. How was I going to transfer this music now?

So I did what I normally do (and what the majority of consumers now normally do). I jumped online and went looking for an external CD drive for my Macbook to transfer my $5 CD (the bargain cost of that CD suddenly lessened by needing to buy a piece of hardware to transfer it). I found what I wanted easily, bought it easily, paid for it easily. Satisfied.


And then it all went to pieces, thanks to Australia Post. And why did it go to pieces? Because Australia Post’s customer experience ecosystem is broken. Here’s why.

When a customer in Australia is not home to receive a package, the delivery person leaves a small postcard telling them that they can pick up their package from their local AusPost depot. Mine is a 10-minute drive away in a place called St. Leonards. I’ve received many of these cards, and I noticed with frustration that sometimes I was actually home when the card was delivered, and no attempt had been made to try to deliver the package.

But dutifully I went down to the depot, and because I work in customer experience, I have a tendency to notice what was going on during an incident like this.
In the line in front of me, several people all made the same complaint: “I was home when this was supposedly delivered, but I had to come down here to pick up my package.” The clerks at the depot were fantastic.

They calmly explained that packages are not delivered by Aus Post staff, but by contractors -- not AusPost employees. These contractors are not bound to the same rules and policies as normal posties. They went on to say that this was really frustrating to them as well, and would the customers kindly call the AusPost complaints number and register an official complaint each time it happened. They even went so far as to write the phone number in thick black marker on the boxes of every single customer.

At Forrester, we define a customer experience ecosystem as “The complex set of interdependent relationships among your company’s employees, partners, and customers that determines the quality of all customer interactions.” In the case of the above incident, the ecosystem was profoundly broken because some of the contractors had worked out that they didn’t actually have to deliver their packages (or even load them in their vans!) — they just delivered the postcards and called it a day (and in many cases, they don’t even bother delivering the postcards).

But customers don’t make a distinction between contractors and AusPost employees. The contractors wear AusPost uniforms and often drive AusPost vans. We, the humble customers, don’t see the difference, and frankly don’t care.

The result of this situation? A huge amount of wasted time, frustrated customers, and AusPost employees at the depots who are trying to get their own company to do something about it. And to add costs to it: A former AusPost insider told me at a recent conference that 80 per cent of its customer complaints are about this issue, and that each call to their call centre costs AusPost an estimated $6.50.

So, the real cost of a broken customer ecosystem? Hard costs to the company for the pleasure of annoying its very own customers.

The solution? Honestly analyse the impact of your partners in delivering your customer experience. They may not work for you, but they sure can destroy your good work.




Mark A Clarkson LL B, June 30, 2014 12:35

The secret? The contractors deliver ALL the parcels to the closest Post Office and then just pop the card in your post box. I watched from my sunroom whilst a contractor delivered the card. I ran out and confronted him only to be told that he did no longer had the parcel. He had already dropped it off at my local Post Office. Asked WTF?, he calmly explained why. It is quicker and easier. No time wasted banging on doors, ringing bells and having to wait for people at home to get to the door et al. Contractors have time limits on their rounds.



Dave Johnson, June 30, 2014 23:31

"Card droppers" ,is the industry term for lazy drivers.

Australia post is rife with them.

Unfortunately the transport industry as a whole has an issue with the Authority to leave process,

They just wont admit it, and it can only get worse..

There is an alternative, after 25 years in the industry, I have taken a stand.
This simple solution will benefit the retailers and consumers, by giving them the choice, not the carriers. where is my parcel .com will change the way parcels are delivered to private houses, it will make ALL THE CARRIER'S and their drivers, more accountable,

Reduce the e-retailers re-delivery costs, and give the consumer a choice of,
GUARANTEED FIRST TIME DELIVERY.

It's time for a change, with online shopping / ordering growing at a staggering rate.
The present processes used by all the carriers is not the answer.

Consumers thought online shopping was convenient, until they have to chase,/ follow up

Or go and collect their parcels. That's not convenient.



Brian Woods, July 2, 2014 14:05

HAD THIS TOO OFTEN ITS CONSUMER FRAUD, High execs said it's fixed but reocurrs in fact 2 times this week. A class action will fix this and allow huge backdated claims. Per consumer law, we pay for delivery of our items like from EBAY etc, payment to deliver, and failure to deliver is an outright consumer fraud, we dont get what we paid for and Aus Post pocket millions of dollars due to this fraud. The commonwealth postal ombudsman refuses to Act and plays avoidance game on cut and dry factual cases.



Dave Johnson, July 2, 2014 21:47
WELL SAID, BRIAN.

Online shopping is supposed to be convenient, (IE) delivered to your door.
They have lost touch with what the customer actually wants, their latest offering of sending consumers to their postal outlets or parcel lockers to collect their purchases, almost defeats the purpose of shopping or ordering online.

I have worked in the transport industry for over 25, and can see the problem is going to get worse. That is why i have taken a stand and designed and trademarked The Parcel Stamp,

I believe the e-retailers, and the consumers should take the choice off the carriers, and.

Force them to do the job, they are getting paid to do.

Go to whereismyparcel.com to find out how to get your parcels delivered to your home,

FIRST TIME - EVERY TIME. - Don't give the carriers the choice.
The transport industry as whole has been double dipping the e-retailers, by convincing them, that someone must sign for the delivery, hence if the consumer is not home, they then charge them a re-delivery fee; the consumer is also left inconvenienced by having to call / follow up or chase their parcel with the respective company, and meet their demands for a re-delivery.
As the title of this article suggests, the parcel delivery system, to private houses is broken and needs changing / fixing. This is my mission.



Nigel Dique, June 30, 2014 12:37

I should add I live in a regional area much more thinly populated populate than Sydney & contractors tend to be more friendly.



Anonymous, June 30, 2014 12:50

I have had this issue MANY MANY times .... and the thing is ... my local post office is not open on weekends AT ALL and I work in the Melbourne CBD which is an hour away. So for me to pick up a pkg from my local post office, I literally need to take time off work during the week ... its just insane ... this smells of the third world ...


Anonymous, July 1, 2014 12:52

Third world?

I tell you how third world do it. In China express service couriers deliver 7 days a week 7am-10pm every day, save for Chinese New Year, when they have a 10 day break.

And you wonder why online shopping on Taobao is so successful, because of an efficient express service system. I literally can order something in the morning and have it delivered in the afternoon, if the order is from the same city. And how much does it cost? $1.5-$2 per standard parcel nation wide.

Our post/parcel delivery system is just way too out of touch with modern world. And cost way too high for it to be leveraged to e-commerce.


C J, June 30, 2014 13:11

Just as bad in Claremont, WA - I am home and just get the card. They have a choice of 4 PO's and I get the lot - Claremont, Swanbourne, Ashton Ave (Claremont North) & Mt Claremont.


Anonymous, June 30, 2014 13:36

 Happens all the time in Toowoomba, but it's usually the POSTMAN with items requiring a signature who is at fault - the private contractor who delivers parcels is fabulous.

Too many times, I've seen the postman from my home office window as he delivers. By the time I get to the box he's gone, and any card is sitting on top of the mail. He usually doesn't stop for long enough to complete the card - I suspect they are already completed before he starts his round.


Kim Rampling, June 30, 2014 13:39

If only this was all true...work from a home office where I have watched on at least 3 to 4 occasions the local (Australia Post) postie put the card in our post box.
And one occasion saw the postie (who must have sensed he was being watched) go away, then zip back 5 minutes later and put the card in our box and disappear on his scooter as fast as he could.

It's a management issue, pure and simple. Not the postie or the sub-contractor nor the post office staff, just the managers. All they need to do is get out and about and see for themselves - what used to be called 'Management be walking around'.


Anonymous, June 30, 2014 14:55

Management by walking?

Don't forget who is running the company and how much he gets for doing so. He wouldn't walk around for anyone.


Anonymous, June 30, 2014 15:21

This article initially looked like it was a rant by someone who had a bad experience. The comments make me think that there's a quality control issue. Given the only division of Aus Post that makes money is parcel delivery, they will need to quickly pick up their game. The organisation restructure will hopefully assist in doing this.


Chip_blue, June 30, 2014 15:49
Happened all the time to me in Pyrmont



Justin, June 30, 2014 16:11

I fixed the issue, by getting a PO Box at a LPO that opens til 6pm and is open on Saturday mornings! That said my local post office now has parcel collections until 7pm, so might get rid of the $100 pa PO box and change back to using it. It works out well if you average a parcel or two a week :-)

That said I can't help but wonder if the OP knew anything about CD's and ripping them, that another machine would have sufficed, to convert the CD to files to put on the macbook.



Bob, June 30, 2014 16:50

We used to have the problem with the note in the box for the parcels but the people changed and now all is good with parcels. Can't say the same for letters. For years our letters which are properly addressed to us at 85 Our Street in My Town often end up at 85 River Road in My Town.

The numbers are the same but the street names are quite different (also one is a STREET and the other is a ROAD) and several kilometres apart. We often find letters just dropped in the street and often get letters for people who live several doors away. We have given up complaining it was just a waste of time and money. We live in a country town.


Dave Johnson, June 30, 2014 23:42
Every day consumers everywhere, are left asking where is my parcel?
This issue is not going to go away,it needs to change.

K Kennedy, July 1, 2014 9:55

Happens regularly at Dee Why post office. Have seen card arrive at 4.00pm for collection at PO from 4.30pm (closes at 5.00pm) so pick up next day adds another day to delivery time. An Aust book supplier who advertises this as a service is now off my list.


Colin Barry, July 1, 2014 11:18

Like most been there done that. Mail left on the road and mail delivered to neighbours. Heard the post bike go past, checked for mail, none there, two hours later mail appeared. A neighbour of ours was waiting on a large tax cheque, never arrived.

He was talking to an elderly neighbour who said he didn't know who lived in the street was sick of getting other peoples mail and simply threw it in the bin. Seen the postie ride past and try and throw the mail in the box as he rode by, never succeeded. And that's on top of cards in the box when at home.

I did complain, through correct channels and am no longer aware of any postal problems. Had to get off the lawn mower (ride on) one day to sign for a delivery which pissed me off. As for parcel delivery, our house is set back some 700 meters, but the contractor comes up to the door, pats the dog, asks where he is if he is not there, has a chat then leaves. Parcels have also been left on our gazebo when we are not a home, and don't worry, no one would know it was there.



Description of the problem is incorrect!, July 1, 2014 13:32

I live in a regional area Katoomba, the parcels are picked up by the contractor at the sorting centre at Chullora (the local PO doesn't sort or load parcels). If they are running late they will often delete running to the front door to deliver parcels and just pop the cards into the letter boxes and deliver the remainder to the Post Office where all the undelivered parcels are left.

The contractors aren't allocated enough time or paid enough to properly complete this work.

The PO also has a number of wholly owned courier companies, that do commercial drops, Star Track is very reliable.

What do people expect for less than $20.

The PO needs to reorganize this business and have 2 classes of delivery

1) To a local pick up office where you provide your order no, the credit card used to purchase and photo licence for pickup.

2) Home delivery at a higher price and guaranteed service like Star Track.



Dave Johnson, July 1, 2014 17:01

You make some valid points here, however.

The contractors allocated time and money is clearly something that needs addressing,
They do however accept the terms + conditions of the delivery contracts, before signing them don't they?

In regards to two classes of delivery, it's not as easy as it sounds, having to sort items into two separate delivery schedules will not solve the problem, they can't keep up now.

Online shopping is supposed to be convenient, having to go and collect your parcel almost defeats the purpose.

If e-retailers have to pay more for home delivery, to get the job done right, who are they going to pass the cost on to? The consumer's of today almost expect free delivery.
The process needs changing, after working in the transport / freight industry for over 25 years,

I have designed and trademarked an affordable option, we have just launched this, and are even offering e-retailers a free trial, to put it to the test.
The Authority to leave process should be taken care of as consumers are doing their checkout,

That will give the senders more control, and the consumer a choice.
Rather than them both be at the mercy of the carriers, and their drivers.
Where is my parcel.com is the simple solution, that will work for both.


Roger Sutton, July 2, 2014 11:33

Ditto for me at a coastal suburban address in Adelaide and increasingly it's a card in the box and a trip to the 'local' post office which has been a random choice of two up until now, although that's settled down to mainly one now. That was until I grabbed the card and headed off to the local again, queued up and then waited while first one staff member and then another went searching for my apparent lost parcel. That was finally resolved by a senior staff member who realised my card was now directing me to the main parcel sorting and collection point in the CBD. Yes they were explaining to the customer queue there that we should complain to the powers that be about the confusion and frustration.