Stanhope Says, ..... I am just lost for words.... "Shop Elsewhere for mail and parcel deliveries?"
Stanhope:
“Our core markets and our whole business model today are completely unrecognisable from 10 years ago.”
And customers appear to be noticing.
It's corporate bullshit speak for "Australia Post has become so fucking bad, and the customers are fucking us off in droves and going else where - that we, "SS Puss Bucket Post" are now on the verge of sinking.".
So Stanhope says this:
And following on - customer feed back - like the customers are not going to kick your door in, and beat the living shit out of you and everyone in Australia Post who fucks them around in their places of employment - but they are NOT fucking happy.
In fact pretty much ALL of Australia is not fucking happy with Australia Post and it's IDIOT CEO.
LOL
Australia Post transition plan to centre on the customer
Daniel Palmer
The Australian
April 30, 2016 12:00AM
http://www.theaustralian.com.au/business/australia-post-transition-plan-to-centre-on-the-customer/news-story/
The monopoly letters business took 200 years to reach peak volumes in 2008
The Australia Post board will hold a two-day meeting next week as it considers a new strategic plan for its transition from a network-centric model to one driven by the customer.
Speaking at a trans-Tasman Business Circle lunch in Melbourne, Australia Post chairman John Stanhope said the latest plan would enable the business to address the “ever-changing behaviour” of its customers.
“I’m delighted to say it is the best customer-centric plan I’ve seen from Post for a long, long time,” he said. “The thing I like is there’s been a lot of research done about what our customers are actually telling us, and probably for the first time it’s really a customer-driven strategy.”
Australia Post has been forced to evolve rapidly in recent years as its core letters business flounders and its parcels business experiences a period of strong growth.
Its monopoly letters business took 200 years to reach peak volumes in 2008, before falling 50 per cent in the following eight years. In the meantime the parcels operation has benefited from the rapid rise in online retail, with the division delivering more than half of group revenue last year.
The extent of the structural decline in letter posting saw Australia Post turn in a $222 million loss in the most recent financial year despite its parcels sales boost.
“While the internet has been devastating for us in the regulated letters part of our business, it has also enabled the rise of online shopping, which has been a blessing for our parcels business,” Mr Stanhope said.
“Our core markets and our whole business model today are completely unrecognisable from 10 years ago.”
And customers appear to be noticing.
Mr Stanhope revealed an Australia Post survey found the public now recognised the postal service more for parcels than for letters. He said the firm still had a “way to go” to get where it needed to be, but expressed confidence the increasingly consumer-focused strategy would pay dividends for the government-owned group.
“Our next transformation — as we seek to become truly customer-centric — will be the most challenging of all,” he said.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
John Stanhope is just full of shit too...
And the crap from him shows that they are getting desperate as the customers dump the liability Australia Post has become.
Mail - slow, unreliable and lots of theft.
Parcels - slow, expensive, unreliable and lots of theft.
Totally bullshit customer service at the call centre.
Long on hold times - like an hour and a half is common.
Posties, area managers and customer response teams that are liars, thieves and bludging bullshit artists.
A CEO who is nothing but a fucking idiot, a thief and a money grubbing terd.
From the Australia Post Facebook Webpage.
Or here is how vitriolic the customer base has become at the bullshit they receive from the staff of Australia post, and it's idiot management team
Michelle Mackintosh, author of "Care Packages" shares with us some easy-to-follow tips on how to thoughtfully dress up your packages.
https://stories.auspost.com.au/gifts/thoughtful-care-package-tips/
Putting together a thoughtful care package
The Facebook Feedback - even about the idiot "clogging up the social media contact site with trite bullshit instead of addressing customers concerns - something else the fool of a CEO does fuck all about.
The Facebook Feedback:
Jake Williams I would love to see the "AFTER" photos once delivered.. Those cookies wouldn't even vaguely resemble cats anymore, the tea cup would be smashed into pieces and the soap would be "soap chips", not blocks.. Not such a 'thoughtful care' gift after all, unless you send it with Officeworks, Star Track, Smart Send or ANY ONE ELSE but Australia Post!!..
Ann Smith Jake, I have used Australia Post for parcels for many years. Nothing has been damaged or lost while packages have been in their hands. Also deliveries have been made in fast times by courteous drivers.
Jake Williams Because you, like I, KNOW that we HAVE TO PACK OUR ITEMS literally BOMB-PROOF for them to survive though Australia Post. I watch in COMPLETE DISBELIEF as the Australia Post worker behind the counter LITERALLY THROWS MY PARCELS LIKE BASKETBALLS into the collection part about 3 METERS AWAY.. (each clearly marked "FRAGILE" on EVERY SINGLE side..).
Jake Williams Notice their Facebook Header / banner has little football and netball players on it? These SYMBOLIZE Australia Post Workers, who view your parcels as "footballs" and "netballs"..
Jake Williams Miniature, fragile, glass figurines, THROWN LIKE BASKETBALLS! Yet even I manage to get 100% POSITIVE FEEDBACK, the only markdown of stars I have is for "POSTAGE TIME" which is all thanks to Australia Post and not my 1 -2 days handling time.. I actually HELP my customers if they have a problem, unlike Australia Post.
Australia Post Thanks Ann for sharing your positive feedback. Regards Srini
Ann Smith You are welcome. I have always had positive results from Australia
Jake Williams So is it 'acceptable' then for Australia Post workers to play basketball with our fragile parcels? Not to mention RIGHT IN FRONT MY EYES!! It's like they do this so frequently, they FORGET the CUSTOMER is STANDING RIGHT IN FRONT OF THEM watching in compete disbelief!! I must film this next time!
Australia Post Hey Jake,
If you have ever witnessed a parcel delivery officer handling an article of yours with unnecessary roughness please do let us know. You can do this either via our Support Portal http://auspo.st/ap-help or by calling us on 13 13 18. ...See More
Jake Williams How about I just video it instead and see what happens? Your "Online Support Portal" offers NO support and is too hard to use, particularly seeing as I couldn't even register with my NORMAL email address there to start with, SIMPLY BECAUSE I DIDN'T ACTIVATE IT WITHIN 3 DAYS!! So because of that, I could not re-register with my NORMAL email address, NOR CHANGE IT in "my details". So I know that would just be pointless. This happens in YOUR Post offices, how about you install some cameras to make sure the staff DO NOT do this and let them know they are being monitored.
Jake Williams Australia Post Here is the "case number" from your "My (lack of) Support" portal FROM 1 MONTH AGO: Enquiry # 04884155
Jake Williams No Help, No Support.
Australia Post Thanks for that Jake, I've had a look and can see that you were contacted on 04/04 about this. Have you tried to register again at all between then and now?
~Sami
Jake Williams Australia Post The contact on the 4th was to say they would get back to me about this WITHIN 10 BUSINESS DAYS, that was 19 BUSINESS DAYS AGO!!!!!!
Jake Williams ..and I still haven't heard anything since.. Here is the reply from the 4th: "Casey, I have reported this to our Digital team who will investigate furthe...See More
Jake Williams So, seeing as I have not been contacted, I can ONLY ASSUME that NO OUTCOME has been reached..
Australia Post Apologies about all of this Jake. It looks like everything has been done so you can use that email address but we can't be sure until you try to make the account. Please give it a try and if the errors come up again let me know and I'll check this all out further for you. ...See More
Jake Williams Here's a little poem: "Circles, circles.. sending me round in circles... Australia Post, Australia Post.. sending me round in cir-cles.."
Australia Post Hey Jake,
You should receive an email shortly to reset your password for that account so you can use it. If you don't receive an email in a day please let us know. ...See
Jake Williams The problem happened because the "Activation period" (of only 3 days) expired before I could activate it!
Jake Williams The system only "believes" that the account is registered, even though it is not because it was NEVER ACTIVATED WITHIN THE 3 DAYS!.
Jake Williams I will let you know in a day or so, when I assume the problem will still not be fixed.
Jake Williams Any one else think AUSTRALIA POST'S NEGLIGENCE AND LACK OF SERVICE is new's worthy? http://www.9jumpin.com.au/show/60minutes/send-a-story/
Michelle Hough Does she do un caring packages? Maybe some with those broken cat cookies. 😜
Jake Williams No Australia Post do. It's their specialty.
And this
Qianyi Sun What's going wrong with this parcel: VJF0030558. "Shipping information approved by Australia Post" since 18/4/2016 and no changes after that at all!!!
Australia Post Thanks for getting in touch with us about this article. I've had a look at the tracking information and can see that there is nothing to indicate that the article has physically entered our mail stream, we have only received the digital manifest.
I recommend contacting the sender about this article and request that they contact us to investigate further. ...See More
Rick Harden Why was delivery 60110935366095 nearly 1 week late?
I'm sick and tired of leaving you lazy and incompetent buffoons negative reviews on productreview.com.au
I've only written 3 this year about you 3rd world service
Australia Post Hi Rick,
I can see what you are referring to. ...See More
Rick Harden I would like a definitive answer.
Otherwise I'll be calling aus post.
And to even suggest that because I'm not the sender / customer...
Is the height of rudeness,
as Anyone who sends and recives anything from aus post is equally a customer.
Otherwise I'll just use Sendle or Fastway.
When this incompetence happens twice in 2 weeks though - it's not an isolated incident.
It's a sign of the CEO's incompetence.
Rick Harden It did not arrive before the long weekend, as aus post "estimated"..
It caused great inconvenience, as per usual.
And for you to try to bullshit me with one of your "excuses" further proves inability to accept responsibility.
Jake Williams How about you spend that money on improving your services????
Robin Berry Melissa Howard, I'm sure theres an ATV activity on an island you would like to repeat???
Jean Smith Boros On 21st April I received a call to chase up payment of an invoice. Invoice? I queried. It was never delivered! ! The supplier insisted it was. I went home and searched ! No invoice to be found! Then 26th April it was delivered! Almost 3 weeks after it was posted Australia Post from Melbourne to Sydney
AND
Tracey Jobling Had so many issues with Australia post. Very very poor service
Like · Reply · April 26 at 9:44pm
Australia Post Sorry to note Tracey that you had many issues. Can you please share what the issue was so that I can try and help you? Thanks Srini
Jake Williams Australia Post I'll just jump in here and say, LIKE STATED ABOVE, that the "ISSUE" is "VERY VERY POOR CUSTOMER SERVICE"!!!!
Tracey Jobling One if my issues was how some postman are allowed to get off their motorbike and knock on your door while others are not allowed to. It's very annoying when you stay in all day for a parcel and have no indication that it has been delivered and s card just dropped in your box to say they could not got a response. I don't know many people who are physic and know that the postman is outside when there is no knock at the door or peep of a horn to let you know. I also got told that the parcels that come in the vans are also not allowed to leave van which is rubbishy as I have seen them do so.
Australia Post I can certainly understand your frustration Tracey when you receive conflicting information. The posties are in fact not allowed to leave their bike unattended for they are responsible for the mail contained in the bag on the bike. In saying so they ar...See More
My Support - Australia Post
auspost.com.au
Rebecca Penney What is the point of lodging a complaint nothing gets done anyway
Australia Post Hi Rebecca,
Every complaint logged through our online portal gets addressed.
If you are experiencing a delivery issue and you log a complaint and the issue continues please let us know because if it is not resolved in the first instance, it will get escalated over the Delivery Centre Manager to the Area Manager.
Regards
- Seiji
Rebecca Penney So you just have to jump through 1000 hoops for a complaint to go through
Rebecca Penney I tried ringing as it is easier to speak to someone but no one ever answers the phone what's the point of even having a phone number
Australia Post Hi Rebecca,
Our phone lines are very busy today, it is always this way at the end of the week. You may have to wait awhile but you will get through.
if you prefer, you can log your complaint online http://auspo.st/1JMange and then forward me the case number. I will ensure your enquiry is directed to the relevant area.
Rhonda
My Support - Australia Post
auspost.com.au
Jake Williams Australia Post No, you do not address every complaint in "My Support". You prefer to mark most as "resolved" when they are in fact not "resolved", or prefer to leave them hanging "in process" which never "progresses" to ever getting "addressed".. You s...See More
Jake Williams Australia Post This is DIRECTLY from the last reply in "My (lack of) Support": "Casey, I have reported this to our Digital team who will investigate further. I will also transfer your details to one of our team members who will be in contact with you once an outcome has been reached or if further information is required. Please allow up to 10 business days for this to occur.
I hope that this information has helped. Please don't hesitate to reply if there is anything else that we can do for you.
Regards,
Janice Fernandes
Customer Care
Australia Post"
Jake Williams That was 19 business days ago, NOT WITHIN 10 BUSINESS DAYS... Yet that is "The most efficient way to get help"?????!!!!
Jake Williams Australia Post Today!??? End of the week!???? How about ALWAYS!!!..
Rebecca Penney I rang on Tuesday and Wednesday no answer waited nearly an hour I have a baby to care for can't just sit on hold forever waiting for someone to maybe address my call
Gemma Wyllie I would rather hire a private courier than ever use Auspost again, severely disappointed in their lack of ability to preform a simple task.
Australia Post Hi Gemma,
This isn't the impression we want to be leaving our customers with. What happened? Was there something that I could help you with today?...See More
Gemma Wyllie The last four packages I've recieved have been just dumped in my yard, not placed by the door or near my mailbox. With no attempt to make contact (no knock on the door) and I have been well in ear shot. Quite frankly that's not good enough.
Australia Post Hi Gemma,
You're right. That's not good enough. Have you reported these failures to us? ...See More
Jake Williams I'd say that's exactly what Gemma is (TRYING!!!!) to do here!!!!!!!!!!!!!!!!
Gemma Wyllie I tried ringing but, I was placed on hold so long I thought your phone service was disabled.
Gemma Wyllie I'm not the only one who has made similar comments on this post, and i'm not overly sure what caused you to single my post out specifically but, I do intend on heading into my "local post office". Thank you for your overwhelming concern. smile emoticon
Gemma Wyllie Oh I clearly do. smile emoticon
Australia Post Hey Gemma,
We reply to all customers who require assistance. While you may not see responses to them in a particular post, we will have replied to them either through a post they've made directly to our wall or another comment they have posted else wh...See More
Help and support - Australia Post
help, support
auspost.com.au
Emma Martin Hi there
I've been trying to contact customer service but have been on hold for ages.
I wanted to lodge a complaint please.
Ive been home all day. All day waiting for a delivery as I knew it was coming. It doesn't arrive. And! I check the letterbox - there is a card for me to collect the delivery I've 'missed' in the mail box. Lazy lazy. I am really really annoyed. I was home and in earshot ALL day.
Australia Post Hi Emma,
It's disappointing to hear that you didn't get a delivery attempt for this parcel when you were home and in ear shot. I can appreciate how frustrating that would be!...See More
My Support - Australia Post
auspost.com.au
Emma Martin Thank for your reply. Much faster than the phone. I've done that. No, No dogs, no fences, no gates. Just a really lazy postie. And we are bottom floor town house with direct driveway access.
05173830
Australia Post Hi Emma,
Roxy is away so I am responding on her behalf, I have taken a look at your case and forwarded your concerns onto your local delivery centre....See More
Like · Reply · 1 · April 27 at 5:53pm
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Anthony Ryan Just got home to 4 David Jones boxes, marked with DJs tape, sitting at front door. The biggest box torn to shreds and opened by someone, each containing a $200 Gift card. Note that EVERY BOX says "delivery signature always required".My housemate ordered 5 cards, not sure if 1 was stolen or didn't turn up. Unacceptable! I've reported to DJs too
Australia Post Hi Anthony,
Thanks for contacting us regarding the deliveries you arrived home to. I'm sorry to hear the parcels were left and one torn open. We certainly need to have this looked into further. ...See More
My Support - Australia Post
auspost.com.au
Anthony Ryan Everything is there, lucky all gift cards are accounted for. But someone had tried to look through them.
This raises the bigger question- if all 4 packages say "SIGNATURE REQUIRED UPON DELIVERY" how could they just be sitting at the door?
Australia Post Thanks for getting back to me Anthony. I'm glad everything is accounted for. Without seeing the tracking and manifest details for the parcels, I am unable to confirm if the signature service was actually purchased despite the delivery notes on the parc...See More
Anne Hand Don't want to "shop" just want a decent Post Office and good service we can "shop" anywhere but the Post Office should be just that , a reliable service for handling the mail.
Australia Post Hi Anne,
Thanks for taking time and posting your comment. Do you have any concerns with the your local Post Office or mail delivery? You can lodge an enquiry with us and we can address your concerns with the relevant facility. Please use the link http://auspo.st/1JMange to provide a feedback....See More
My Support - Australia Post
auspost.com.au
Rebecca Penney So delivering a tracked parcel means throwing it at my door or leaving in the letter box does it!!! So rude where is customer service of knocking on a door!!!! I will be using office works parcel delivery from now on.
Oh and you never answer the phone so how am I meant to put in a complaint other than online I just want to speak to a person
Australia Post Hi Rebecca,
I can see that my colleague Cris has responded to your earlier post about this....See More
Audra James Botanicals Hi could you pls help with tracking number 60203073314094 posted on 19/2 My customer has not received this and online tracking says no events but (after 25mins on the phone to your customer service) am told it was delivered on the 22/2 and to give my customer the tracking number so they can see that, but tracking shows nothing and it definitely has not been delivered. Tks
Australia Post Hi Audra,
I can see that we've spoken to you on Twitter today about this. Let me know if you have any further questions regarding this. ...See More
Melissa Pericic Are you sure my packages will actually arrive? 😂
Australia Post Hey Melissa,
There's no reason why it shouldn't smile emoticon Was there anything I could help you trace?...See More
Steve Belli Hey Jim if u have a look at 99 percent of the posts in relation to Australia post you will see the reasons why they don't!
Mandy Reidy More than a week for post from Wangaratta vic to albury. Not good enough!
Australia Post Hi Mandy,
Thank you for contacting us....See More
My Support - Australia Post
auspost.com.au
Rick Harden Why was delivery 60110935366095 nearly 1 week late?
I'm sick and tired of leaving you lazy and incompetent buffoons negative reviews on productreview.com.au
I've only written 3 this year about you 3rd world service
Pru Hunter You are a POSTAL 'SERVICE'. (?)
Not a retail cheap shop
James Riley Are you serious and wait a month to get it lmao
Pat Condon HOW LONG DOES IT TAKE TO STUFF UP A DELIVERY, THEN SEND BACK TO SENDER TO ONLY THEN DAMAGE IT ON THE WAY BACK, THEN HAVE IT SIT AWAITING ASSESSMENT THEN HAVE IT WAITING TO SEND BACK??????? OF CAUSE BEEN A WEEK AND CANT GET THROUGH ON YOUR PATHETIC PHONE SYSTEMS AND ALL YOU PEOPLE DO IS TRY AND DEFEND A STUFFED BROKEN DOWN AUS POST PLAGUED WITH ENDLESS PROBLEMS R446467002212796
Australia Post Hi Pat,
Thank you for your enquiry. As per advice by Seiji, please advise sender to lodge investigation via online portal in order to check it further.
http://tinyurl.com/nzsrlyo ...See More
Help and support - Australia Post
help, support
auspost.com.au
Pat Condon And NOTHING EVER comes from it. Whats the point???? All you donis say opps sorry. BUT NOTHING EVER GETS FIXED. Your investigations are running why behind because ofvthe 1000ssss of items you have list. Your getting worse.
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