Aust Post Customer Service explanation re delivery delays - gobbledegook

[jorayjen-1]

Can't believe what they're saying now  

Spoiler

Spoiler

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

[amber-eyed-girl]

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

[jorayjen-1]

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

Jo

[clarry100]

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.

[jorayjen-1]

That may be an idea Clarry re Postal Ombudsman

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

Jo

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?? 

[jensmanchester-australia]

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.

[lyndal1838]

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.

[247newdeals]

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

[casbit33]

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.

[lyndal1838]

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.

[padi*0409]

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.................