Where`s my mail

[B.Archer]

It appears so, BTW I received this e-mail at 2pm today........have to say its a bit late now.

Dear Mr Archer

Thank you for your e-mail dated 2 March to Adam Crozier regarding your
concerns about the postal service and an international item reference
number RL199046913IE. I have been asked to look into your case and respond
directly to you.

May I begin by apologising for the problems you and your family have
experienced. I know how important it is to be able to rely on the safe
delivery of the mail and I realise that it can cause a great deal of
concern when things go wrong.

I acknowledge your comments that Anpost have advised you that your item has
been at our Langley Office since 23 February however, enquiries with our
Heathrow Worldwide Distributions Centre (HWDC Langley) do not indicate
this. To explain, when items such as the one you are expecting arrive at
HWDC they scan the bar code in order to confirm the item has been accepted
in the UK. To date there is nothing registered on our track and trace
database. HWDC have searched for your item nonetheless they report that
your item’s reference number does not appear on their Production Control
System. This is a record of all the items, which have entered our country.
Your item is not listed.

We are unable to explain where Anpost have got their information from and I
am sorry we cannot locate your item however there is nothing to suggest
that it has arrived in the UK. I feel I should also explain at this point
that under the Universal Postal Agreement we do recommend the sender
initiate the enquiry from the country of origin. This means that the
sender in Ireland should contact Anpost. Anpost will then make the
necessary enquiries with us on their behalf.

I was concerned to learn of the problems you have experienced when
contacting our Customer Services. Let me assure you that all of our
Customer Service Advisors are trained to deliver a courteous and reliable
service to all of our customers and I am therefore very disappointed to
read that we did not fulfil your expectations.

Naturally, we are always concerned to learn that mail has not reached its
destination. Due to the nature of the ordinary mail service, when
occasionally a normal First or Second Class item of mail does go astray, it
is not possible to trace where the loss occurred, for which I am genuinely
sorry. It’s also difficult to explain why some items of mail take longer
to deliver than others. Having said this every effort is made to deliver
mail safely and efficiently and I can only apologise that we have let you
and your daughter down.

Leading on, I have contacted the Regional Operations Director’s office who
are responsible for the staff and service in the UB postcode sector and I
have explained that when you called Uxbridge Delivery Office they picked up
and put down the phone without giving you a chance to speak to someone.
The Delivery Sector Manager is concerned about the incidents. He is very
sorry for what has happened and explained that the caller’s office where
0845 calls come into is manned by two members of staff and during busier
times they increase the number of staff. There is no known problem with
the 0845 6 112 921 phone line therefore all the callers office staff will
be briefed about answering inbound calls. May I recommend however that,
if you have any concerns about any of our services or products, you contact
our Customers Service on 0845 7 740 740. They are equipped to register
complaints and enquiries where as your local Delivery Office are not.

I would like to give you my assurance that we at Royal Mail are not
complacent about the quality of our service and we are constantly striving
to ensure that our customers receive the level of service they have every
right to expect. Please accept my apologies once again for the concern we
have caused you. If I can be of any further help, please let me know.

Yours sincerely

Rosa Partington
Assistant to Board Members

The Postal Review Panel will independently review your case should you
remain unhappy following the outcome of the full investigation by Royal
Mail. They can be contacted by emailing postalreview@royalmail.com, or by
writing to Freepost Postal Review Panel. Please quote the reference number
at the top of this letter.

[TrueBlueTerrier]

owever there is nothing to suggest
that it has arrived in the UK

apart from the fact that it got delivered

[B.Archer]

It just goes to show they have no idea whats going on in house. RM management.

[stokes11eg]

Woo Hoo

According to tracking info my parcel is now being processed through the delivery network as of the 6th march. Were the 8th today so this means 1st class recorded takes 18 days, not the five days as assured by RM customer service.

Cheers

Brett

It arrived!!! The package had been stuck between Langley and Uxbridge for a total of 12 days. Thanks to everyone for their support, Coxie see you on SGL



so an email to crozier clears all blockages

The mind boggles at that sentence! but i'm glad Mr. Archer got his mail.

[justanotherround]

only people who get a bonus for royal mail is the managers, adam crozier is going to walk away with a 2million bonus shortly while we have had nothing

May I correct you on your post, whilst you may not be getting anything some of your colleagues are and have been by helping themselves to our mail. I send a ton of packages every week and at present 10% or at worst 15% of them are going astray, all of which are sent by special delivery or recorded signed for services. Even those that are delivered may not have had a signature obtained upon delivery. So far to date with the help of higher management two posties are up in court. Unfortunately in my eyes many of you are all tarnished with the same brush especially after what I come across in this forum and know of posties myself. Whilst I lose out complaining thieving posties get rich with new pay increases and items from my deliveries.

I do hope now that you all have been given what you have thrown your toys out of the pram for over the past year you will finally do the job properly and in time.

May I suggest a new smilie? As I see you have a couple of crozier and others being pounded with a mallet can we customers have one of a postie receiving the same, as it seems that you all complain about higher management and the board but never admit to the failings at your level of the organisation.

Regards

One Annoyed Customer and CONTRIBUTOR to YOUR WAGES

[TrueBlueTerrier]

only people who get a bonus for royal mail is the managers, adam crozier is going to walk away with a 2million bonus shortly while we have had nothing

May I correct you on your post, whilst you may not be getting anything some of your colleagues are and have been by helping themselves to our mail. I send a ton of packages every week and at present 10% or at worst 15% of them are going astray, all of which are sent by special delivery or recorded signed for services. Even those that are delivered may not have had a signature obtained upon delivery. So far to date with the help of higher management two posties are up in court. Unfortunately in my eyes many of you are all tarnished with the same brush especially after what I come across in this forum and know of posties myself. Whilst I lose out complaining thieving posties get rich with new pay increases and items from my deliveries.

I do hope now that you all have been given what you have thrown your toys out of the pram for over the past year you will finally do the job properly and in time.

May I suggest a new smilie? As I see you have a couple of crozier and others being pounded with a mallet can we customers have one of a postie receiving the same, as it seems that you all complain about higher management and the board but never admit to the failings at your level of the organisation.

Regards

One Annoyed Customer and CONTRIBUTOR to YOUR WAGES

Oh great a customer calling us all thieves, based on that assumption perhaps I should call all customers liars because 1 said I did not knock when I did.

Perhaps also I should recognise that a £42 per week pay cut offset by a 2% pay rise and a £20.60 supplement makes me richer. I should go back to school I always thought if your take home pay goes down
you become poorer but apparently no you become richer.

Failings - look round the board there are plenty of posts where we recognise failings at our levels, and indeed remedies to sort them out. But then again from your first post your views are entrenched because 1 or 2 posties let you down, and their colleagues, and while I sympathise with your view I don't accept it.

[kanuuuuuu]

I dont see how people can complain about postmen as a whole due to a few bad seeds. With the number of employees at RM theres going to be less than desirables employed and doing things they shouldnt. Unless I see someone doing something wrong what am I (and the other 85% of "good" posties as implied in the earlier message) supposed to do ? We`re as clueless to where an item of mail goes as the end customer is. We handle millions of items a day, we cant track each one individually ! Unless you want to pay a lot more and get each item by special delivery - which will at least you get you compensation AND get the problems in delivery properly addressed, then youre going to be let down by the bad apples every so often. You may not like it, we may not like it but thats the reality of it, theres just no point blaming posties as a whole.
I hear customers saying theyll be happy when TNT or other private people do the job, thats probably because at the moment TNT MAINLY handle the more lucrative signed for items. I think youd find that RM would match them for delivery for the same service. Youll see the same problems comeabout when and if they ever take on delivery of mail. Ive seen packages left on doorsteps from the likes of UKmail on the wrong street ! (bless him he got the number right tho)

[B.Archer]

F.A.O. justanotherround

Lay off you f***ing Moron , Ive just waited sixteen f***ing days for a package and I didnt aim any animosity towards anyone in this post apart from the management who are the demise of RM not the posties. To come in here and hijack the post the way you have is disrespectful and to be honest you should have your account deleted, if I was admin I wouldn't hesitate..........Actually someone give me admin rights please !!!
Regards

[coxie]

chillax brett its not worth the agro

[B.Archer]

Yeah I know mate, no need for that though

[justanotherround]

F.A.O. justanotherround

Lay off you f***ing Moron , Ive just waited sixteen f***ing days for a package and I didnt aim any animosity towards anyone in this post apart from the management who are the demise of RM not the posties. To come in here and hijack the post the way you have is disrespectful and to be honest you should have your account deleted, if I was admin I wouldn't hesitate..........Actually someone give me admin rights please !!!
Regards

Sixteen days boo hoo, I have to wait blooming a lot longer and suffer massive losses due to an incompetent system and employees. I monitor all my deliveries coming in and going out and know what I am talking about you fool! It is not Management that fail to get a signature when delivering an item it is the POSTIE. It is the postie with the card and parcel NOT MANAGEMENT!! When you have lost as much as I have due to missing parcels, delays and shear incompetence to carry out the basic duties that posties are paid for then come and moan, but for SIXTEEN days, which is more or less within RM's T&Cs of due delivery, depending on what you claim is a delay, I laugh at your delay as it is nothing compared to what I suffer on a regular basis. Furthermore, disciplinary action speaks for itself.

I will give credit to some posties but having lived in many areas of the country I have seen the best and worst and certainly do tell on the worst. Now go an cry over your little minor delay of sixteen days and look forward to having to wait 5 to 8 WEEKS for items being returned, via Belfast, due to Delivery Office counters failings. I won't go in to details but basically postie fails to deliver, DO misplaces packages, then suddenly items are on their way back to sender BEFORE 7 day expiry period. Also making recipient to make 2 or more WASTED journeys to collect the packages.

Do I need to go on as there are many instances like this and many claims for loss / delay that I have submitted to back it up including compensation cheques. I don't lay blame without bloody good reason. Spend as much as I do each day /week / month of RM services then gob me off.

[B.Archer]

If things are that bad, as you claim then go elsewhere. UPS maybe !!! BTW your attitude stinks, and trust me its the system not the posties. If you have a problem then do as I did and write to the board just make sure you lose the chip on your shoulder as it may fall on deaf ears otherwise.

Brett

[justanotherround]

If things are that bad, as you claim then go elsewhere. UPS maybe !!! BTW your attitude stinks, and trust me its the system not the posties. If you have a problem then do as I did and write to the board just make sure you lose the chip on your shoulder as it may fall on deaf ears otherwise.

Brett

Not all of my post / deliveries go through RM and I do complain to the top of the tree and it doesn't fall on deaf ears. As I said I track my deliveries and it is the packages that are sent / received needing a signature that fail to get delivered properly. My chip is rightly placed, it also knows when to handle situations based on returning comments. Your large font told me, and insult, that you didn't read my post and obviously complain at one item being delayed when mine is 10% to 15% of my deliveries having problems. I pay way more that a posties wage in delivery charges every week and it is small businesses like mine that contribute to RM's profits and suffer as a consequence of strikes, failings and other matters that are not the fault of our own. I unlike some, lose out on time and money when having to constantly track items and make claims, as RM only pay out WHOLESALE cost on my items lost, which basically mean I work for FREE when all along postie and RM still get their daily wage (even if they do state that they are suffering cuts). It is these constant losses that get my back up and does not put food on the table or pay my own stakeholders.

Whilst I know when to complain I do also commend and write in to RM to compliment on service received but as soon as I suffer a loss I am sure you will agree I am entitled to complain particularly when all I hear is management this and management that. From where I am, receiving packages or when sending them time and time again it is the postie that does not obtain the signature not management. This clearly shows that it is at the postie level that is to blame and not management, regardless of what pressures are on them.

I will continue to complete my bulk claim forms for delays, loss, etc and keep on receiving my cheques in return and for each lot of claims I will also CC the board of my continual problem.

[TrueBlueTerrier]

Yes a postie failing to obtain a signature is a failure on the part of that postie, yes a Callers Office incorrectly returning to sender an item before the time period is up, in fact any small individual failure is and always can b e blamed on one person.

But, if it is a continual failure by a number of different members of staff in different parts of the country does't that at least point to a systemic failure in the system and even if not then I am afraid management must take some of the blame (Top to bottom)if they are not tackling, identifying and correcting any procedural errors that lead to failures on such a level as you mention.

"When something goes wrong it is rarely the complete fault of one individual its usually a chain of events and failures of procedures and systems where if one link in the chain is removed the problem would never have occurred" - I was told this by an accident investigator but it has always seemed applicable to me to everything in life.

[adb2aber]

... look forward to having to wait 5 to 8 WEEKS for items being returned, via Belfast ...

This sounds more like incompetence on your part tbh. You're sending out packets without including a return address?

From where I am, receiving packages or when sending them time and time again it is the postie that does not obtain the signature not management.

First 4 words being the significant ones there. What causes the situation where not all signed for always get signed for? Ahh yes, the final word.