How much poor 'Covid' service will you tolerate?

[StevoQFtraveller]

I just posted elsewhere that an on-line Nespresso order, made noon last Friday (presumably dispatched from Sydney or Melbourne), was in my rural Tas PO Box before noon today (Monday)! Express post, no extra charge from Nespresso.

Don't know how they do it. I too live in a rural area and every time I have made a Nespresso order it arrives before the blink of an eye. Whatever they do they should pass their courier tips to many other companies.

 

[muppet]

I actually feel sorry for the poor staff that have to cope with the abuse when they are, for example , the fifth staff member the customer has contacted and so they have to wear the abuse.
I have noticed on the Aussie post site it spells out aggressive and abusive behaviour won't be tolerated

Agree, aggression and abuse is inexcusable and whenever I witness it I am amazed people are completely unable to control their emotions.

I would note that i see these types of “won’t tolerate abuse” signs at businesses that are either terrible at customer service or known for ripping off customers. (I.e. no surprise Aus Post, Telstra, Centrelink and pokies venues have the sign... do they ever wonder why the Park Hyatt or even Bunnings doesn’t need the sign.... )

 

[mrsterryn]

Regardless of reason abuse isn't the right thing to do. Throwing computer monitors or suchlike at staff when they can't immediately assist. Covid is an major unforeseen situation..very few systems are capable of coping with the degree of increase in usage

 

[Hvr]

do they ever wonder why the Park Hyatt or even Bunnings doesn’t need the sign.... )

I've seen them at Bunnings, Aldi and Woolies.

Out of control aggression is happening at too many places. I also think some people are using the excuse of COVID-19 to behave disgracefully.

 

[Hvr]

Auspost sent this to me recently:

• 
  
  
  Fri, 8 May at 1:20 pm
  
  
  

  ​ Dear Hvr, During these challenging times, Australia Post is working hard to deliver your parcels. Current volumes however exceed even our busiest Christmas period and we are processing close to two million parcels a day. This heavy volume coupled with significantly reduced flights and the impact of social distancing in our facilities has led to delays. To adapt to these pressures we’ve made the following changes: Facilities are operating 24/7 and our drivers are delivering on weekends. Fifteen new or repurposed processing facilities have been added to increase capacity. Eight extra freighter flights have been added within Australia so we now have seventeen dedicated air freighter flights per day. Hundreds of casual staff have been recruited into the network and contact centres. International notifications have been updated for better visibility and we’ll advise you if your parcel needs to go by sea. Some small changes to help us move your parcel faster: Make sure that the label and barcode on your parcels are clearly visible so it’s easier for us to scan. Update your delivery address so your favourite websites know that you’re working from home. Where possible, use flat standard packaging, as this will make it easier for us to manage and deliver. Check the international updates section on our website to see which overseas destinations we are currently sending to and receiving from. For those sending or waiting on international parcels, please be aware that there are significant delays to many destinations due to limited flights and government restrictions. Impacts to the United States of America, New Zealand, Germany and France are significant with severe delays being experienced. Where airline capacity does become available, we continue to prioritise Express Parcels. A number of destinations also have full service suspensions where we are unable to move parcels due to airport closures or major delivery issues. We understand that these international and local impacts are frustrating, but our posties, delivery drivers, Post Office team members and contact centre staff are doing their best, so please show them a little understanding. As a reminder, our tracking tool provides you with the most accurate guidance on estimated delivery dates and advises you of any delays while your parcel is in transit. To get the most from the post and to stay up to date on on all service impacts, please visit our website. Thank you for your patience. Your team at Australia Post. Australia Post will never send you an email asking for your password, credit card details or account information. This email was sent by Australia Post, 111 Bourke Street, MELBOURNE VIC 3000. If you have any concerns, or don't think you should have received this email, please call us on 13 13 18. Visit auspost.com.au for further information on our online security. Australia Post does not represent, warrant or guarantee that the integrity of this email communication has been maintained nor that the communication is free from errors, viruses, or interference. Help & Support | Terms & Conditions | Privacy Policy

  
  
  
  
  
  • 
    
  • 
    
  • 
    

 

[cgichard]

Meanwhile letters to and from the UK are taking 4 weeks in each direction. I'm not sure which end is the more to balame.

 

[drron]

They need to ask mrsdrron about their tracking tool.She was returning a parcel to the Gold Coast.Got to Ipswich and according to the tracking tool it stayed their for 3 weeks before completely disappearing.
A parcel from NZ was sent on 30/4.Next day arrived in Australia and hasn't moved since.

 

[Julesmac]

I don't understand it.

We have 5700+ taxis in Melbourne and until this week (supermarkets are now using some of them now for deliveries) most of them are sitting in someone's driveway gathering dust and the drivers with no income while Aussie post is several weeks behind in its deliveries.

My small priority paid parcel ordered 2 weeks ago from 15 mins away by car is still some where with AP

Someone can't think outside the square!!!!

I did a small online order from Woolies last week; I ticked 'small vehicle' deliuvery and it arri ved in a Kia which I assumed was usually an Uber. nice to see businesses supple enough to adapt

Post automatically merged: May 11, 2020

I've been making a point of asking checkout staff how they've been managing and particularly thanking them for working. The least Imcan do and hopefully a small antidote for the piggy behaviours of a few

 

[p--and--t]

Auspost sent this to me recently:

I got the same broadcast email as you.

My parcel handed to AP on 28th April with prepaid express post to be delivered in 3 days from 15 minutes away in the largest city in Australia (not a country location) has still not arrived.

There is no update to its status, no idea when it might get delivered. However, "if it don't wish to experience delays I have to be home to receive it!" and they might deliver it anytime 24/7.

I lodged a query 4 days ago and got an automated reply staying they are busy so it might take at least 24-48 hrs to get back in touch - no response from them 4 days later.

After two months into the current scenario, you would think they could at least improve their comms even it they are not competent enough to expand their delivery capability even though so many people in the transport (taxi, gig, etc) industry without jobs and vehicles sitting idle.

If the supermarkets can have only a 2-3 week hiatus in home deliveries, adapt and can get going full speed again, don't understand why can't AP given it is their sole raison d'etre?

 

[jeza]

Speaking of Australia Post, I had a Langtons delivery that was supposed to go to Country WA.

Tracking info, Processed at facility on 8th of April in VIC, Processed at facility on 14th April QLD, Processed at facility on 23rd April NSW.

On the 28th Langtons raised a Customer Enquiry on my behalf & on the 4th of May did a RTS as they are sending a replacement. Low & behold it has just been processed again and is out for delivery today.

 

[blackcat20]

They are not scanning at every step to minimise handling, hence it can appear that parcels arent moving. Though in some cases they clearly arent given how long some of them are taking.

 

[Greg555]

This is not new with Qantas - they are without doubt the worst customer service org in Oz - both off and on their planes. (Telstra are a close second with notable mentions to Optus, Origin, CBA, ANZ & NAB et al).
The only reason you would have anything to do with them is free J seats to overseas.

Covid is just an excuse - if you had a genuine service ethic you would move under utilised staff into the refunds area but no, they just say too bad you have to wait until whenever. This is simply unacceptable.

I'm waiting for 3 refunds of points and $$ cancelled in March. I was told on cancelling 21 days. Follow up calls said 45 days. Still waiting. How is it that you can LIE to your customers, then arbitarily change the deal and then ignore that as well.
I cancelled 6 paid American Airlines flights in the USA for the same trip and received all refunds promptly within 6 to 10 days. Qantas could not do the same thing Mr Joyce! (too busy grandstanding on the latest woke social issue to run the company perhaps).

Their Frequent Flyer points program is another example of horrendous service. I still have outstanding points claims going back 23+ weeks and it's alway - "we're working on it". NOT good enough - I used their vendors in good faith and it is Qantas' responsibility to ensure recalcitrant companies like Applliances Online et al meet their commitments...

I have many more examples (please no no no I hear you shout ' )

Post automatically merged: May 11, 2020

*whispers* Qantas had appalling service before COVID.

correct!!
and it won't get any better without Virgin around...

 

[WeeWillyWonka]

They're not my favourite company but they are trying

Not according to my local postman. He has said that posties are finishing their shifts early from delivering parcels, and then offering to take letters out that same day, but have been told they are not to deliver any letters because Aust Post doesn't want to pay them OT.

 

[muppet]

Not according to my local postman. He has said that posties are finishing their shifts early from delivering parcels, and then offering to take letters out that same day, but have been told they are not to deliver any letters because Aust Post doesn't want to pay them OT.

First to admit i have no clue how a logistics operation works .... but seems to me that a van driving around town slipping “Sorry we missed you” cards into letter boxes has fairly fixed costs and filling it with more full-fare packages should be a huge payday for AusPost??

What am I missing?

Also, StarTrack drives by everyday and is fully owned by AusPost ... couldn’t they pick up some of my parcels and chuck em out of the way past?

 

[MikeG]

This is not new with Qantas - they are without doubt the worst customer service org in Oz - both off and on their planes. (Telstra are a close second with notable mentions to Optus, Origin, CBA, ANZ & NAB et al).
The only reason you would have anything to do with them is free J seats to overseas.

Covid is just an excuse - if you had a genuine service ethic you would move under utilised staff into the refunds area but no, they just say too bad you have to wait until whenever. This is simply unacceptable.

I'm waiting for 3 refunds of points and $$ cancelled in March. I was told on cancelling 21 days. Follow up calls said 45 days. Still waiting. How is it that you can LIE to your customers, then arbitarily change the deal and then ignore that as well.
I cancelled 6 paid American Airlines flights in the USA for the same trip and received all refunds promptly within 6 to 10 days. Qantas could not do the same thing Mr Joyce! (too busy grandstanding on the latest woke social issue to run the company perhaps).

Their Frequent Flyer points program is another example of horrendous service. I still have outstanding points claims going back 23+ weeks and it's alway - "we're working on it". NOT good enough - I used their vendors in good faith and it is Qantas' responsibility to ensure recalcitrant companies like Applliances Online et al meet their commitments...

I have many more examples (please no no no I hear you shout ' )

Post automatically merged: May 11, 2020

correct!!
and it won't get any better without Virgin around...

Virgin are just fishing for gift handouts

 

[WeeWillyWonka]

First to admit i have no clue how a logistics operation works .... but seems to me that a van driving around town slipping “Sorry we missed you” cards into letter boxes has fairly fixed costs and filling it with more full-fare packages should be a huge payday for AusPost??

What am I missing?

a whole bunch of assumptions by the sound of it

 

[MikeG]

Just issued my third chargeback (two for gettransfer.com and one for Skiddoo). Next chargebacks for qantas for $6500 which they promised to refund back in early April. It’s been 45 days and I think that’s fair...

 

[Denali]

Been very disappointed with SQ return of points for flight cancellations.

A (virtual) room full of people could knock tens of thousands of reservations over in the past 3 months but nope, still waiting. Its only data entry.

 

[OZDUCK]

For another 'one-off' experience. My wife ordered some hair conditioner and shampoo from Victoria. The package was posted on May 5th with an expected delivery date via Australia Post of between 15 - 22 May. It arrived here today - 18/5. So the delivery times were spot on.

As an aside, these little delivery 'trikes' have just started to make an appearance here - they look funky and the postie reckons that they are fun to drive.

 

[RooFlyer]

As an aside, these little delivery 'trikes' have just started to make an appearance here - they look funky and the postie reckons that they are fun to drive.

i'd like to see the 'old folk' get hold of those - imagine one of them coming towards you in the aisle at Woolies!