topic Re: Aust Post Customer Service explanation re delivery delays - gobbledegook in Selling

Aust Post Customer Service explanation re delivery delays - gobbledegook

jorayjen-1 — Wed, 13 Jan 2016 10:24:17 GMT

Can't believe what they're saying now

Australia Post CS seem to be interchanged with eBay CS

Here's their explanation as to why a satchel sent from Victoria, bound for Western Australia, went via Qld and NSW, arrived a day after my Buyer had left on her around Oz trip. She had purchased a Camps Australia travel guide...

When satchels leave a sorting centre, they go on the first available truck no matter which direction that truck is heading (my opinion is to make their clearance rate look good?)

If I wanted to make sure that it travelled from Victoria straight to WA, I would need to use Express Post (I am well outside the Express network)

I queried that it was marked as delivered on the 14th Dec, as I knew that no one was home, and was told that although it was marked as delivered, that did NOT mean that it was delivered, just that it had been collected from the PO by the parcel contractor.

I had been hoping that because they weren't home, they would be carded and then the book would be returned to me and I could give her a refund.

Aust Post and eBay estimated delivery dates are so out of whack, it's not funny.

I'm sure I am not alone with this problem - Jo

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

lane-ends — Wed, 13 Jan 2016 10:32:57 GMT

How did it manage to miss Sunshine West on its national tour?

I agree re marking delivered does not always mean when handed to customer. I'm guessing thats an individual postie thing.

Worthwhile survey for members to check ,whenever you are at home and receive an incoming parcel go on line to check the AP delivered time. Postie pick up times from delivery center are likely to be early morning not mid afternoon would be a pointer

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

twyngwyn — Wed, 13 Jan 2016 13:30:49 GMT

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

zanadoo_56 — Wed, 13 Jan 2016 13:55:07 GMT

(QUOTE) When satchels leave a sorting centre, they go on the first available truck no matter which direction that truck is heading (my opinion is to make their clearance rate look good?)

I think we've now got the answer why letters and anything else AP can get away with are going to take longer. They will alll go into a kind of sorting centre/delivery truck Lucky Dip. If the gods are smiling you might get your item in a couple of days...if not then the article gets the scenic tour.

The extra 50c you need to pay for a better service means the staff at the sorting centre might (and it's a qualified might) put your item or letter on a truck that is at least vaguely headed where your article has to go.

Well, that's as good a theory as any.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

amber-eyed-girl — Wed, 13 Jan 2016 14:11:48 GMT

Sunshine West is where I want to see my stuff heading...that means I get it the next day.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

everard6920 — Wed, 13 Jan 2016 23:01:03 GMT

I've never had a package take the scenic tour . . . instead, mine tend to go missing for at least 7 - 10 days and then magically re-appear. Maybe there is also a secret scenic tour?

If mine are not scanned at Underwood the same/following day, then I know to expect trouble.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

designers*n*more — Thu, 14 Jan 2016 03:52:54 GMT

Some of mine have done the scenic tour, even Vic to Vic ones! The ones that do go missing, miraculously are back on track when I lodge a complaint with AP!

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

davidc4430 — Thu, 14 Jan 2016 06:09:37 GMT

maybe moneybags turnbull should hold an judicial inquiry into australia post, theres some dodgy bussiness shenanigans to sort out. oh yeah, its not a trade union i forgot.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

*tippy*toes* — Thu, 14 Jan 2016 07:00:08 GMT

I must be lucky here as far as scanning goes. I had 3 parcels dropped at my front door early yesterday morning. I got straight out of bed and went and got them. About 10 minutes later there was a knock on the door and it was the delivery bloke. He said he'd forgotten to scan one of the parcels. I brought each one back to the door and of course it was the last one he checked. He then said "lucky I came back, this one needed a signature!".

I went into the AP site about an hour or so later to check something else and put the tracking numbers in while I was there and they were all marked as delivered at roughly the time they were dropped at the front door, except for the last one, which showed as delivered about 15 minutes later.

I don't think I've ever had a parcel that wasn't scanned at delivery to the front door. If it was something that needed a signature and I wasn't home, the tracking would say that it was with the driver for delivery today, then another scan of in transit, then another one saying it was back at the post office ready for pick up.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

digital*ghost — Thu, 14 Jan 2016 08:13:06 GMT

@jorayjen-1 wrote:

When satchels leave a sorting centre, they go on the first available truck no matter which direction that truck is heading (my opinion is to make their clearance rate look good?)
If I wanted to make sure that it travelled from Victoria straight to WA, I would need to use Express Post (I am well outside the Express network)

What darn fool thought that was a good idea, I wonder? It makes no sense at all and I would say it sounds like BS designed to fob someone off, but I've also seen tracking that supports this kind of practice relatively often... How can AP possibly complain about increased running costs if they truly do practice this kind moronic inefficiency?

They basically said "we send 'em anywhere and everywhere, and hope that eventually they'll end up going the right way...."

Bah!

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

amber-eyed-girl — Thu, 14 Jan 2016 09:21:15 GMT

False economy...fill the truck...then have a good proportion of the goods take multiple trips. Ludicrous.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

jorayjen-1 — Thu, 14 Jan 2016 10:10:50 GMT

The Ideas Man in his ivory tower, I s'pose DG.. the same kind of BS that eBay CS use to explain how things (don't) work

My concern now, is that the 3kg Parcel Post satchel wasn't carded when no one was home; at least if it was carded, there would be a chance of eventually getting the book returned to me so I could refund the Buyer.

As it stands now the Buyer didn't get her book for her trip and I am left wondering if I can do anything about this failure of AP to follow their own regs re carding if no one is at home....

I seem to be spending a long time on the phone to APost lately pfffffft

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

clarry100 — Thu, 14 Jan 2016 10:36:47 GMT

It seems AP have fallen into a big hole in recent times. For years we rarely had a problem. But over the past couple of months it's been bedlam especially with express failures. We have had to get the ombudsman involved twice now and it looks like a third time now as they have failed to refund as promised in a letter.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

jorayjen-1 — Thu, 14 Jan 2016 10:52:12 GMT

That may be an idea Clarry re Postal Ombudsman

Can it be done online? Similar to putting in a submission to the ACCC?

ps Funny thing is, until a couple of years ago all this talk of Ombudsmen was never needed when dealing with eBay, PayPal and Aust Post - Life gets complicated, don't it??

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

jensmanchester-australia — Thu, 14 Jan 2016 11:47:10 GMT

When satchels leave a sorting centre, they go on the first available truck no matter which direction that truck is heading (my opinion is to make their clearance rate look good?)

You have been fobbed of with a pack of lies. Parcels are sorted into crates for each state and sent on their way to the right state. They are not put on the first available truck and sent anywhere in Australia.

If a parcel has been missorted and put in the wrong crate then yes it will go on a long scenic route.

When I was discussing this with my business centre today they were disgusted that someone in AP would have the hide to try and tell a customer this.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

lyndal1838 — Thu, 14 Jan 2016 12:07:40 GMT

I agree Jen, but the unfortunate fact is that there are rather more mis-sorts than should be normal.

StarTrack drivers are given a cage of items supposedly for their area/run as sorted by someone in the system. Invariably there are items in there that should not be there so they are put back into the system for delivery the next day. Hopefully it only means another cage in the same depot but sometimes the parcel is shunted off on a round trip to nowhere.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

247newdeals — Thu, 14 Jan 2016 22:46:48 GMT

You should put the guide up for auction it will be the only travel guide that has already seen 60% of Australia. Got to laugh because that would make me cry it is hard enough giving a good service without fighting AusPost I hope you at least get everything refunded and the customer understands and had a great trip anyway

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

casbit33 — Thu, 14 Jan 2016 23:18:40 GMT

Well at least now we know why Ap lose money. Think of the massive fuel bills for taking the scenic route for nearly all deliveries.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

lyndal1838 — Fri, 15 Jan 2016 01:32:57 GMT

I think that is a bit of an exaggeration....I would not say that nearly all deliveries take the scenic route.

I know I am lucky with my postman and contractor but I might have one or two items in a year that either go missing entirely or go via whoop whoop....but that is rarely the fault of the end deliverer. Something has gone wrong in the system long before it gets to the final leg of the ourney.

Re: Aust Post Customer Service explanation re delivery delays - gobbledegook

padi*0409 — Fri, 15 Jan 2016 02:15:00 GMT

Funnily enough I've only had 2 parcels go missing with my on-line buying over the years, and guess what - they were both books.................