Australia Post derailment again and truck fire

[lowanacrafts]

Not sure if people know about the latest derailment going to WA.

and a truck fire in NSW

Have copy and pasted but if it doesn't work its on the AP site.

A customer told me as I have couple missing letter rate parcels to NSW and sounds like about the same time.

• Brisbane to Sydney truck incident 02 May 2014

  A number of large and small parcels and unaddressed mail bound for Australia Post's Sydney parcel processing facility have been damaged due to a trailer fire on a truck travelling from Brisbane this morning (2 May 2014).   More

  • Train derailments affecting deliveries to Western Australia15 May 2014

    The delivery of some parcels to Western Australia will be delayed by train derailments.  More

    It may explain if you also have missing or parcels taking longer to arrive  to WA.

    Please excuse if this has already be put on. 

[netdragon4]

Hi there, I lodged an ebay small satchell addressd to a customer in Florey ACT 2615 on 15/04/14 and it had a trackable number which shows that it left Glenreagh OK (my postie ALWAYS scans my ebay parcels) and it still shows as "in transit" at todays date.

The customer has been very nice but obviously wants a refund due to non receipt of the parcel.

Just now I phoned Australia Post with further enquiries re the parcel (I made an online request for further info and have a summary number in relation to the query) and was told that I will receive the cost of the satchel back but no compensation for the contents. I have requested something in black and white that states this so that I can contact my customer.

Meanwhile Australia Post are stating that unless a customer pays the 'extra cover insurance' to be added to the cost of the satchel they will NOT refund any compensation for missing contents - in other words no point in paying for trackable items as it does not mean a thing! The person I spoke to was very pleasant, understood my complaint, sympathised, but nothing further will be done as that is the current 'system' and I am wondering now if we will have to charge on top of the trackable satchel because of the Paypal rulings that we must have trackable items -  now us sellers are caught in the middle - obviously it is not just "one or two parcels that go missing" but a whole lot of them judging by this discussion thread!

Help!! 

[netdragon4]

One more thing in relation to my response to your message.....

If we further pay extra insurance to cover the loss of the contents of a parcel then once again a further final value fee will be added to the total of both sale and postage....... : (

[davewil1964]

Why would the customer be asking for a refund? It's only been 3 working days. AP quote 2-7 working days, so your buyer shouldn't even be chasing it until next Monday.

[itisabeautifulday]

Well, I had the complete run around  from A.P. From telling me it would be sorted in 5 days and yes they can a cheque to the buyer if thats what I want to do. Then to be told 10 days and then for them to be telling me there is nothing that can be done about it. Yes it was probably on that truck but so what its basically my problem !?!?  

My Problem -lol -that their truck derailed or caught fire or whatever the sod happened. Funny Joke or what....

Idiots.

[clickbaitoz]

the ACCC or some other consumer rights groups might be interested in this as it seems they are not really fulfilling providing you with the service you're paying for. The fact is, it is no way YOUR fault that THEIR truck caught fire or train derailed etc

              Even if it is an unforseen incident they surely still have some sort of legal obligation to provide a reasonable & satisfactory solution for the customer, which would seem to be reimbursement for the value of the destroyed goods, or at the very least a refund of the postage costs. 

            I would try ringing them back, ask to speak to the managers supervisor 😉 in other words, the highest authority they can get to speak to you. Then mention the ACCC to them, this quite often prompts companies into suddenly becoming more helpful 🙂

[itisabeautifulday]

Well all good. Auspost called me on monday and said they were going to cover it all !. Probably due to megiving them an earfull over the phone to them on Friday??

So good result -but it took a bit of a battle.

[lowanacrafts]

Pleased you got a solution.
My 2 letter rate parcels are still missing, but some others posted on the same day, I have got feedback for. So they got theres. Who knows where the other 2 are, and the buyers are not scammers. I refunded one, as had no more stock of that item left, and replaced the other, which the buyer waited nearly 4 weeks , my theroy is the postie put them in the wrong letter box, and the person was not honest enough to send back, as my addresss is on the back.
On another letter rate another day, from the day I posted it, it took over 4 weeks to get back to me from NSW to QLD letter rate one also.

[lowanacrafts]

Meant to say my buyer waited nearly 4 weeks to see if it did turn up.
No it didn't.