Quoted from SingPost website:
"SingPost is Singapore’s designated Public Postal Licensee (PPL), providing efficient and high quality domestic and international postal services. We are also the leading logistics provider in the domestic market and own one of the largest retail distribution networks."
As our one and only option for postage services, it seems like the services offered by SingPost is getting from bad to worse.
Effiiciency is not really there.
Our items bought locally online sometimes took more than a week to be delivered.
There is even worse scenerios whereby the items simply disappeared.
For instance, parcels were delivered to the wrong address even though the address was stated correctly on the package.
We got to depend on our neighbours' goodwill to return the items back to us.
If it happens once/twice, we can still close one eye but it happened numerous times.
Imagine paying for things which just disappear...
What kind of service is it???
It has reached the point that registered mail is the only option to try and ensure that at least we get the items.
What exactly is the message that SingPost is trying to send?
Registered mail is the only way to go for postal services?
Why should we as consumers pay more just to ensure that we really get the kind of "efficient & high quality postal services" as mentioned as SingPost?
With monopoly over Singapore's postal services, the least SingPost could do is to provide basic regular and dependable postal services instead of branching out into areas like Retail Business and Logistics Business.
Just because these areas generate more income for your organisation?
Even with registered mail, I would expect the items to arrive in acceptable conditions which turns out to be not true at all!
Imagine torn envelopes with items held together by rubber bands...
Almost lost 2 parcels in April/May 2011 which led to me sending frantic emails to both the sender as well as SingPost.
Although it was a happy ending (ie: items found), I was not too impressed with the level of customer service offered by SingPost.
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Standard email response by SingPost
Dear XX,
Thank you for your feedback on 28/04/2011 regarding Mail not recieve.
We deeply regret to hear of your unpleasant service experience and we want to sincerely extend our apologies to you.
SingPost is committed to provide an excellent standard of mail delivery
service to all our customers. We are therefore concerned when mail
entrusted to us is not properly delivered. We have alert the relevant delivery base manager to review this case and will revert once update.
We would like to thank you for bringing the matter to our attention.
Regards,
YY
Customer Service Officer
Contact Centre
Customer Service
Singapore Post Limited (Reg. No. 199201623M)
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After which I waited for days and there was no response from SingPost at all.
It was only after sending another email to SingPost for them to expedite the matter, would a Malay lady contact me via handphone and update on the outcome.
In the first place, customers normally email/feedback to an organisation when something unexpected/out-of-the-ordinary has taken place.
The least the organisation could do is to at least give the impression that you are trying to resolve the issue instead of the customer having to pester for a response.
Even after the issue has been resolved, nothing was mentioned about is there any new measures that they are going to put in place to ensure the same incident does not repeat again, ie: ensuring parcels/letters are delivered to the correct household.
I really feel that there is not much QC measures in place to ensure the postal services are really up to notch looking at the kind of postal services we have been 'enjoying' for the past few years.
One plus point to note is that SingPost do try and repackage damaged parcels in a transparent bag to minimise any further damages.
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