Comms goes wrong

Sometime companies get it wrong, really wrong.

I’ve not been getting my post through properly for ages. Six months in fact.

So, I got on the web, looked up the Post Office complaint page and sent off the following message:

Enquiry……:A lot of our post is not being delivered. Since Christmas, various items that I know have been sent, have not arrived. This is becoming a real nuisance, and has caused some real difficulties as I have “not responded” to important letters.

On top of this I constantly get letters addressed to [various nearby addresses].

Can you please offer an explanation?

Yours sincerely

Sam Elfer

24 Hours later I get the following response

From: “polcustomercare@royalmail.com” <polcustomercare@royalmail.com>

Dear Mr Elfer

Thank you for your email.

As all enquiries and complaints concerning the delivery of mail items are handled by Royal Mail and not by Post Office counters, please use this link to contact Royal Mails customer service via their website.

www.royalmail.com/contactus

If for any reason this route is unavailable, use www.royalmail.com and select ‘Contact us’ from the bottom left of the webpage and then click on

Send Royal Mail Customer Services an email

If you need any further help with Post Office® products and services, you can call 0845 722 33 44 between 8.15 am and 6 pm Monday to Friday, and 8.30 am to 2.00 pm on Saturday. You can also access information at www.postoffice.co.uk, the official Post Office® website.

Kind Regards

Customer Service Advisor.

Telephone: 08457 22 33 44

Textphone : 08457 22 33 55 (For the Deaf and Hard of Hearing)

What’s wrong with this? I’ll list the faults:

  • Impersonal – no one to reply to.
  • A response from an @royalmail email address , telling met to get in touch with @royalmail. As a customer, where’s the logic in me having to send another email to another part of an organisation?
  • Following their instructions, it isn’t possible to send Royal Mail an email, there’s no address just a circuitous loop of unhelpful Q&As, none of which are relevant

So what do I do?

The only means I have of direct contact is their twitter account. Let’s see how that works out.

Update

Comms goes wrong: @royalmail, do you have any response to the following? http://wp.me/p1tLPz-B [this blog – link included for completeness’ sake]

@samelfer Sam, sorry you being frustratred, if you can follow us and DM we’ll tru to help.

Can you not respond in public? @RoyalMail: Sam, sorry you being frustratred, if you can follow us and DM we’ll tru to help.

@samelfer Sam, we will need personal details; address/postcode etc hence you should DM 

I don’t want to tweet all my personal details, DM or not. How about an email add? RT @RoyalMail: Sam, we will need personal details; address/postcode etc hence you should DM

Incidentally @RoyalMail, you only need my details to respond to my original email, not to explain your terrible communications. #royalmail

@samelfer Hello again, you can send an email by using the link onhttp://bit.ly/mFYIIA

No email address on that page RT @RoyalMail: @samelfer Hello again, you can send an email by using the link on http://bit.ly/mFYIIA #farce

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About Sam Elfer

Blogging about writing
This entry was posted in Bad communications, Uncategorized and tagged , , , , . Bookmark the permalink.

2 Responses to Comms goes wrong

  1. Sarah says:

    Good luck. We routinely get our mail thrown across our hallway or opened by the aggressive posty ripping the letters as he forces them through the letter box.

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