rude customer service.

[DGP1]

Mark

Many thanks for your package – unfortunately it was mashed beyond recognition. Despite the fact that you included extra weight in packing materials and the package was absolutely appropriate, your DVD is probably being kicked around some sorting office floor as I write. I received what was left of the package in an outer plastic wrapper with a number on it to call in cases like this. I knew in my heart of hearts that ringing this number could only lead to turning irritation into anger...I was not wrong. The number 08457 470470 laughingly called the customer service centre was designed so that you never got to speak to anyone in the royal mail. In fact one soon became so lost in several levels of IVR that one soon recognises that it is an object lesson in futility.

As was expected there was no direct email address to send your complaint to, save the webmail response. There is a complaints procedure that puts all the activities on the complainant IE “you must do this...you must do that etc which quite frankly leaves me incandescent with rage. I guess I could go down to the sorting office and bang on the desk but it’s unfair to bully the spotty Herbert on the desk who is probably on minimum wage and has less inclination to serve a customer than I am to support saving the Royal Mail from extinction. I don’t blame them as individuals but as a corporate entity they have the cancer of most public sector workers that of hopelessly trying to maintain creaking antique working practises in today’s competitive world.

So nice try Mark and thanks for the thought - but I’m afraid careful and responsible handling of customers property does not feature in the job description of your average postie!

Because the Royal Mail hide behind an electronic wall, I have decided to post this on the employees forum so when they start to wonder why the public has lost confidence in them they at least have a customer’s perception of the problems.

Have a great Christmas

MF

If you think things are bad now, just wait until we get privatised.

[97gaz]

So nice try Mark and thanks for the thought - but I’m afraid careful and responsible handling of customers property does not feature in the job description of your average postie!

Thanks for the insult. I and most of my colleagues do care about your goods and take every care to ensure you get them in the condition in which they were posted. I appreciate it's no excuse but when you are dealing with 80million items a day things sometimes go wrong. It's likely that your package was sorted by one of the machines brought in to bring RM into the twenty first century.

The trouble is people expect perfection in all walks of life but mistakes happen. Not just to Royal mail.