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Royal Mail Rant

14th July, 2009 by Daniel

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As a few of my friends have started to do with various small injustices in the world (are we getting older, or is everything just getting worse). I decided to make a complaint yesterday:

On Friday I had a parcel delivered, or rather I received a note stating I would have received a parcel but it was too large for my postbox, this despite my wife being home all day and available to receive the parcel.
This being a regular occurrence I waited the 48 hrs stated on the note and then went along to the stated delivery office.
While at the delivery office I was told that the package would have been sent back to Manchester City centre sorting office and I would have to wait a total of “roughly” 4 days for it to come back to be collected from my local delivery office.
I was not offered the chance to go myself and collect the package from the Central office, which I would be willing to do (I drive past it every day anyways).
While I find it impressive that you can move packages across the country in so little time, it frustrates me that my packages then will sit so tantalizingly close for the better part of the working week before I am able to retrieve them.
This has become the ‘normal’ way of doing things for the Royal Mail in north Manchester and it is incredibly frustrating to the point where I prefer people not to use Royal Mail when sending items – all due to a small issue that could be easily fixed if someone locally would use some good process management and recognise the needs of the customer.

I managed to get the package this morning without a problem. Perhaps it’s the difference between weekend and weekday staff, who knows?
I also received an auto-reply from Royal Mail this morning

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PLEASE DO NOT USE REPLY BUTTON AS YOUR MAIL WILL BE DISCARDED AT GEMSNOREPLY@ROYALMAIL.COM

FOR FUTURE CORRESPONDENCE PLEASE REPLY TO THE FOLLOWING EMAIL ADDRESS

contactus@royalmail.com

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Such a friendly start to an email…


1 Comment »

  1. Rob says:

    For starters… why not just forward the replies straight to the contact us form! It would be such a simple customer interaction improvement. Or even just set the reply to address appropriately in the initial email?

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