The Royal Mail help bots are, like most bots, only of use if your query has been entered into the system, i.e. just the common run of the mill stuff.
I am not registered with any of the social media platforms such X (nee Twitter) mainly because I'm an old person so my preference would be an email address to send my queries to. Of course all the major companies seem to have installed their useless bots and shutdown all email addresses.
Yesterday I discovered this web site https://custhelp.royalmail.com/app/chat ... roup%20Ltd
which seemed promising. I found it using "royal mail chat assistance" as keywords in a search engine.
In the returned list look for "Live Assistance - Royal Mail"
Anyhow, sadly not so. When you connect you get a nice message saying what position you are in the queue to chat with an agent, but all that happens is your connection eventually times out and screen shows disconnected, the screen will also show a box saying you can leave your email address for a callback but clicking on that box returns an error Permission Denied.
Out of interest I connected using three machines and over a couple of hours not one of them connected with an agent.
So it would seem that this site isn't manned
So does anybody know why this system is still active as all it does is give one false hope that communication with a human is possible ?
ANNOUNCEMENT : ALL OF ROYAL MAIL'S EMPLOYMENT POLICIES (AGREEMENTS) AT A GLANCE (Updated 2021)... HERE
ANNOUNCEMENT : PLEASE BE AWARE WE ARE NOT ON FACEBOOK AT ALL!
"Live Assistance" - chat to an agent
Forum rules
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
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Chrispy006
- Posts: 3
- Joined: 02 Dec 2023, 11:28
- Gender: Male
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Snaggletooth
- EX POST OFFICE
- Posts: 2226
- Joined: 13 Sep 2011, 20:17
- Gender: Male
Re: "Live Assistance" - chat to an agent
I don't know about this chat bot thing, but you can start an email conversation by filling in the form on the customer services section of the RM website.
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Chrispy006
- Posts: 3
- Joined: 02 Dec 2023, 11:28
- Gender: Male
Re: "Live Assistance" - chat to an agent
I missed that particular option. I'll give it a try. Thank you.
Update - 6th December 2023
Well I guess it was worth trying, here's the response I've just received;_
Thank you for contacting us.
I'm sorry there's a delay in delivering your mail and can fully understand your concerns.
If your item has not been delivered and has a reference number please check the latest tracking details here. Unfortunately, we cannot offer any additional tracking advice to that on our website. If you're expecting an item and it was due to be delivered 10 days ago or more, we would recommend you contact the sender to make a claim with Royal Mail. If you are the sender of an item that was due to be delivered 10 days ago or more, click here to claim.
For the latest local and national updates and to sign up for delivery alerts, please visit www.royalmail.com/serviceupdates.
Thank you for contacting us and I hope this resolves your enquiry. If you need further help, please visit our Help and Support Centre at www.royalmail.com/help.
_________________________
I'm sure that the lady that made that response must have realised such a reply is about as useful as a chocolate teapot.
Royal Mail are determined not to communicate with their customers to resolve a problem, which, as I've mentioned elsewhere, has become a very common attitude with large companies/corporations.
Update - 6th December 2023
Well I guess it was worth trying, here's the response I've just received;_
Thank you for contacting us.
I'm sorry there's a delay in delivering your mail and can fully understand your concerns.
If your item has not been delivered and has a reference number please check the latest tracking details here. Unfortunately, we cannot offer any additional tracking advice to that on our website. If you're expecting an item and it was due to be delivered 10 days ago or more, we would recommend you contact the sender to make a claim with Royal Mail. If you are the sender of an item that was due to be delivered 10 days ago or more, click here to claim.
For the latest local and national updates and to sign up for delivery alerts, please visit www.royalmail.com/serviceupdates.
Thank you for contacting us and I hope this resolves your enquiry. If you need further help, please visit our Help and Support Centre at www.royalmail.com/help.
_________________________
I'm sure that the lady that made that response must have realised such a reply is about as useful as a chocolate teapot.
Royal Mail are determined not to communicate with their customers to resolve a problem, which, as I've mentioned elsewhere, has become a very common attitude with large companies/corporations.