Australia Post blasted on Facebook
The comments after the article are rather fucking pointed.
But you see, while the title of this story is rather good, the facts are that the Customer Relations Care Team at Australia Post, are SO busy drowning all feedback on their Facebook page, that like for every 2 lines of feedback, there are like 10 Happy Times Australia Post advertisements, smothering them.
It sort of negates the title of the story a bit...
Not that the title isn't accurate, but all the complaints are buried in deliberately placed advertisments, spread over hundreds of pages of festive crap.
It's kind of like trying to find the shit in the swimming pool, after it's been fed through a blender....
Denial, Denial, Denial - cover it up, delete it, bury it, obscure it, really fuck around and piss off already really pissed off customers....
Yeah, yeah, yeah - trump the social media team... by putting the couriers on speed dial, instead of wasting your time on their face book page, telling them to go fuck themselves..
Sack them and their managers.
http://www.smh.com.au/small-business/managing/australia-post-blasted-on-facebook-over-christmas-delivery-failures-20151207-glhxub.html
Australia Post blasted on Facebook over Christmas delivery failures
Nina Hendy
While Australia Post's own website puts estimated letter delivery times at between one and four days, growing numbers of businesses are taking to Facebook to vent about letters taking weeks to arrive, or not arriving at all.
Two-week delays
He's noticed a dramatic decline in service times from Sydney to Canberra taking a week, Newcastle nine days, Trinity (near Cairns) taking 12 days and the Gold Coast 14 days.
"We're having to express-mail replacements to customers. Unlike Australia Post, we stand or fall with our customer service."
"We require original signatures from people for life insurance policies, which means posting out paperwork with reply-paid envelopes included," he explains.
"We sent out the same letter to a client in North Queensland three separate times, and none of them arrived. The fourth time, we paid to have it posted express, and it arrived. The first letter was returned to us and the delivery address was right, so we're not sure why it was returned. It's a common problem."
Community Service Obligation
Australia Post says it has a Community Service Obligation (CSO) to deliver 94 per cent of letters on time, or early."While we certainly see increased volumes across our network at Christmas time, we don't expect any delays to letter delivery, and we continue to meet our CSOs. Our first quarter YTD service performance is currently 94.5 per cent," communications manager Michelle Skehan says.
Australia Post recently has hired an additional 55 customer service employees in the Australia Post Customer Contact Centre. It has also hired an additional 100 call-centre staff to help keep the lines of communication open with customers, Skehan says.
However, a disgruntled customer posted on Australia Post's company Facebook page that his daughter recently waited to speak to a customer service representative for 50 minutes, with no answer.
"Now, that's a great way to get rid of troublesome customers – just don't answer the phone," David Moodie posted.
Mitchell Ryan posted on the company Facebook page: "It looks like you've got a pretty bad reputation, just scrolling through looking at the feedback on your site. You make your customer service channels such a nightmare to use, it's no wonder people are so dissatisfied, and everyone is looking for alternative services."
First company-wide loss
Australia Post reported its first company-wide financial loss last financial year. It will offer 1900 voluntary redundancies over the next three years from metropolitan centres.To rub salt into the wound, company chief executive Ahmed Fahour is the federal government's best paid employee, pocketing nearly $4.8 million in the year to June 2013, which compares to the Prime Minister's $507,000 pay packet.
De Vries has lodged complaints over delivery times with Australia Post, to no avail. "There's a 100 per cent guarantee that the CEO of Australia Post will get his hefty payslip every week, yet we and our customers have no guarantee that they will receive their order within the time frames Australia Post stipulates on its own website.
"It's utterly soul-destroying as a small business to be at the mercy of a monopoly that has such scant regard or consideration for its customers," he says.
Reputations suffering
De Vries fears his company's professional reputation is suffering as a result. "Frankly, if Australia Post continues like this, we might have to shelve our subscription-based business."Davies agrees. He has adopted digital signature software in a bid to avoid Australia Post altogether.
"It's a massive inconvenience for mail not to arrive, not to mention the potential loss of business. We don't even bother complaining [to Australia Post] any more because you never get a response anyway."
Australia Post says Christmas places huge pressure on businesses and their customers.
"Christmas is definitely the busiest time of year at Australia Post, and this year we expect to deliver a record 1.3 million parcels each day this month powered by online shopping. We are also processing around 1 million letters each business day.
"We advise our customers to remind their customers to get their orders in early. If people are leaving orders to the last minute, we recommend using our Express post service."
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