I know what you mean about the parcel point drop offs Stawks.....they are a real rort.....and the big boss at Fastway knows what I think of it too.
I had never heard of it until I received a notice that I had to pick up a parcel from my "nearest" parcel point.....many suburbs away and nearly a half hour drive.
Like you, I never had a knock at the door.
I rang very early the next morning to request a redelivery as I had no way of getting to the parcel point to collect it. The phone was answered by a well spoken gentleman who was very pleasant but said that as I had not answered the door I would just have to pick it up.
I saw red at that as there had been no knock at the door at all....and I unleashed my considerable fury and told him a thing or two about the Fastway (lack of) service, along with the fact that I did know a bit about customer expectations of courier delivery having worked in the industry.
By the end of the conversation he had promised to get the parcel delivered to my door by close of business that day, even though I said I was quite happy for next day delivery.
Throughout the day I kept getting phone calls from various phone operators telling me of the progress of the parcel or asking if I had received it yet. Not long after it was finally delivered I received a call from the Customer Service Manager asking if I had the parcel and was happy.
I assured her that I was more than happy and commented that I had received excellent service after my early morning call. Her reply was that things did tend to happen when disgruntled customers spoke to the managing director. I was gobsmacked to put it mildly and said so. Apparently the MD used to come in early on occasions and take some of the early phone calls before the phone operators started work.
This was very much a case of going to the top (even unintentionally) and the most vocal customer getting the best service.
