Tuesday, September 05, 2006
SingPost... definitely the best courier in town.

It was the 25th of August 2006, when I sent a package to Penang, Malaysia. Four pieces of manifold blocks. Marked as samples. Nicely packed. Each one with their own individually packed bubble wraps. For added protection, we even packed these bubble wraps in a box cusioned with shredded paper. 28th August 2006. I received an email from my prospective vendor in Penang with pictures in it. The parts were OMFG Damaged! WTF?! Naturally, they wanted an explanation! Heck, I wanted an explanation! So I, after scrutinising the receipt for a good while, I found the toll-free number to dial. 1-800-222-5777. I dialed the number and was greeted with a friendly automated voice. After navigating my way through, I finally managed to get to speak to a real person. Politely, I told them about the damaged contents in the package and asked for an investigation as well as an explanation. I believe this was the least they could do. Politely, the girl on the phone agreed to my request. Five hours later, SingPost called me. "Mr Lim, with regards to your query, your package has arrived in Penang and has been received. Thank you for using SingPost. Bye bye!" "Uh... wait a minute... I know it has arrived. Just not in the way it was supposed to." I interrupted before she could hang up. "Oh, so what happened?" she replied, sounding puzzled. Yes, that's when I repeated my whole story to her. (Don't they log these things down?) Her reply was the best yet. "So what do you expect us to do?" Wah piang! I have not even raised my voice yet. Feeling really pissed now, but still contolling my voice, I replied, "I don't suppose you guys could reimburse me for the time lost, material lost as well as the possible loss of this job ya? I don't think you would want me to quantify that." "No sir, as you know, it is not in our policy to..." I interrupted her, "Of course I know your policy... I read it before calling to complain." "So, what do you want us to do?" She repeated her uh... 'request'. "Well, for starters, find out what went wrong! How my stuff got damaged! And I would really be grateful if you could give me a corrective action review so that I will still have the confidence to use your service!" I responded, thinking it will be another lifetime before I ever use them again. "Sure thing sir, we will do that. Thanks you for using SingPost." *Click* I wasn't expecting to hear from them actually... in fact, I was going to call them next week. Then surprise, surprise! I just received a call! SingPost today! "Mr Lim, with regards to your query, your package has arrived in Penang and has been received. Thank you for using SingPost. Bye bye!" Argh!!!!! I can't bring myself to repeat what happened next. But if would be pretty close if you go back to paqragraph 7 and read all over again. Fantastic service, SingPost, I love you!

# Crapped by Toadjuice on 9/05/2006 05:05:00 pm

Comments:

send to forum page..in SIN must send to forum then they will do somethg one...ur blog altho kena hacked b4 is still not popular enuff to complain in n expect to get a response.

# posted by  pea : 9/06/2006 10:55:00 am

 

Dear Mr Lim,

We apologise for the unpleasant experience you encountered in attempting to enquire about your damaged package. As explained to you, it was a case of miscommunication as our staff had thought that you were enquiring on the status of your item. We wish to assure you that customer service is of utmost importance to us and we hope to amicably resolve this with you. Our Customer Care Officer has contacted you to apologise and is liaising with our overseas postal administration to resolve this. We thank you for your understanding in this matter and trust that you will give us another opportunity to serve you better.

Thank You & Best Regards,

Christina Pek
Quality Management/Customer Care
Singapore Post Limited
(Reg No. 199201623M)

Email: singpost@singpost.com

# posted by  Anonymous : 9/12/2006 09:08:00 am

 

Hi Christina, you can't be from customer care! You've got to be from damage control. Heh heh...

It did not seem like a miscommunication to me. If you called me once, and I made it known that I did not make an enquiry on the status, it is a miscomm. But twice? We'll I think someone forgot to log the call. heh heh...

That being said, I really appreciate what's being done. No customer service have ever called me that many times in my entire life.

... and for the matter, read my blog!

How often do you guys google?!

# posted by  Toadjuice : 9/14/2006 09:38:00 am

 

Dear Mr Lim,

We do not “google” much. However, we do look out for issues relating to our services. If we do come across such issues, we would definitely take the opportunity to set things right.

We thank you once again for using our service and letting us have the opportunity to resolve the issue.

Best Regards,
Christina Pek
Quality Management/Customer Care
Singapore Post Limited
(Reg No. 199201623M)

Email: singpost@singpost.com

# posted by  Anonymous : 9/19/2006 12:40:00 pm

 

Heh heh... yup, I guess once a week is sufficient. Anyway, I do appreciate your effort to set things right.

... and SingPost's effort to determine the cause of damage, although the conclusion was that
"...Malaysia Post has reported as receiving it in good condition..." (Read:Hey, it's not our fault.)

and

"We regret that we are unable to determine conclusively the cause of the damage." (Read:It didn't happen in S'pore, and those guys in M'sia can't tell us what happened either.)

Thanks for the voucher though, I REALLY hope I get to use it.

# posted by  Toadjuice : 9/20/2006 09:16:00 am

 

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