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Any ideas of how to speak to a person to get information about a lost package
I sent a recorded delivery letter on Monday, it was important it arrived for a meeting on Weds, so sent it first class. It still hasn't arrived>:(
It has important docs and meant a meeting had to be cancelled.
I'm trying to find out what happened and to speak to a person to complain, but it ain't working. I don't want to trawl through documents or choose option after option!!>:(
I want to speak to a human being.
Any ideas on bypassing a system clearly designed to frustrate the hell out of anyone, and leave their queries unanswered??
It has important docs and meant a meeting had to be cancelled.
I'm trying to find out what happened and to speak to a person to complain, but it ain't working. I don't want to trawl through documents or choose option after option!!>:(
I want to speak to a human being.
Any ideas on bypassing a system clearly designed to frustrate the hell out of anyone, and leave their queries unanswered??
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If it's lost, it's lost. No person on the other end of the phone is going to be able to find it or tell you why it got lost I'm afraid. Also it's not that difficult to speak to someone, they lost a parcel of mine the other month and after a few key presses I was speaking to someone about claiming compensation. Sorry I can't recall what number of options I used.
I would suggest in future to perhaps use a specialist company if it's that important rather than the Royal Mail, or at least Special Delivery Guaranteed.
Does it say it was delivered, or that it's still progressing through the network?
It says progressing through network.
I wasn't trying to blame you. Just trying to point out if the documents were really that important the perhaps you should either use a courier service which deals with important documents or at least upgrade to a higher level of Royal Mail postage.
Of course we all expect them to deliver, it's what we pay for. But honestly if I was sending something really important I wouldn't just use recorded delivery. All that does is prove if it arrived or not, you can't track the item.
You never know, it might arrive in a couple of days. If not I really don't think there is anything you can do now. A complaint to them would probably just be lost in that black hole where all the missing/lost letters and parcels goes.
How fast Royal Mail delivers a letter varies greatly, as much geographically as anything else, where was it sent to?.
Yes, I should have paid the £6 for special delivery, I realise that now, and have learnt my lesson!
Maybe it will turn up yet. If not, do I report the loss to the police, as a crime must have been committed?
What crime 'must' have been committed?
I get your annoyance but what crime?
Re. track and trace, see above.
I posted a document on 5th November and it arrived yesterday. That was 1st class too.
The police will not look for a letter, And royal mail would declare it lost rather than stolen and not a lot would happen
It is not even classed as lost till after 15 working days. Royal Mail's terms and conditions - which say they won't offer compensation for a delayed first-class letter, unless it still hasn't arrived 15 working days after the due date.
WHY should we have to pay £6 for a piece of mail to be delivered, when the normal price of postage should get the damn thing there anyway within the timescale specified? It's what we're paying for, after all. Their website says they aim to get 93% of first class mail to its destination on the next working day. I'm damn sure that the number of times they don't meet that target is a lot higher than 7%.
/end rant
On the website it says to call them and when you call them the recorded message says to use the website. RM are crap when it comes to customer service and the automated phone system is the pits.
Aye!! How on earth does it take them 15 days to update their tracking?? When I get parcels via DHL or some other courier (forget who, but they're quite big) I get a text to say my item will be with me between (eg) 1.03pm and 2.03pm, and then when I've signed for it at (eg) 1.10pm I get an email timed at 1.12pm to tell me it's been delivered and who signed for it.
I don't expect that level of service for an ordinary letter, but I'm pretty sure RM can do better than 15 days.
Plus, the days of 'circular customer service' like you describe should have long gone - people don't put up with it anymore, because they don't have to.
I told him I been checking the tracking progress every day but their system still said it had been received by my post office on day one and was progressing through the system, and 12 days on still no update. He said the RM handled over 20 million items every day and they couldn't get everything right. They allowed 15 days to give the individual employees time to put the information on the system, which might be hampered by additional system problems in the network.
I asked him why, if there were problems with the network, that RM didn't mention on the website that they were experiencing problems with the network, and why the 15 days delay wasn't on the website in the T&Cs seeing that RM accepted it was more normal for there to be delays than for the tracking progress to be up to date.
He replied saying that it wasn't in RM's interest to advise customers that there were problems with their network, so I said that surely customers had a right to know if the service that they had paid extra for wasn't working, and he said that it was working just that the system didn't update.
He also said that if I contacted the recipient of the letter then they would be able to confirm delivery, to which I riposted that this was irrelevant as my contract was with RM to supply the information, as they promised to in the contract and in accordance with the T&Cs.
He finally said that it was company policy to wait for customers to complain, after the 15 working days was up, and if the system hadn't been updated, then RM would refund the cost of the postage.
So that's a lesson on how not to run a newly privatised company for the benefit of its customers.
Edit - I just checked the progress of my letter posted on the 16th October and the RM system still says it has my item which is being progessed through their system for delivery. Check yourself BZ334295571GB via:https://www.royalmail.com/track-your-item
Not answering the question - the distance is irrelevant, it's the location that it's going to that may be the issue (particularly if it's down south).
There seemed to be no recognition of this at all. I will never use RM for special delivery ever again.
I thought you said you used recorded delivery, not special delivery next day guaranteed delivery.
I did, I included recorded in that wrongly, but I won't use either service again.
I have found that for some (not all) organisations that by not pressing any buttons after the first request you will, after a few repeat prompts, be put directly through to a human, so bypassing all the annoying "press button menus"
Did you use a service that guaranteed delivery. on such a day by such a time, because they do offer that service, yes you do pay more for these services but if these are posting important docs that need to be somewere by a certain day then you should use that service.