Trying to find your parcel? ‘That’s your job’
Dr Mumbo is always delighted to witness wonderful customer service, especially from his dear friend Rhonda at Australia Post.
So Dr Mumbo’s heart filled with hope when Carlos tagged Australia Post’s Twitter account in a bid to locate a missing parcel.
Acutely aware of their position descriptions and EBA entitlements, Rhonda and Australia Post’s crack team of online customer service agents were quick to remind Carlos just whose job that actually was.
“It’s not our job to keep an eye on the tracking of your parcel. That’s your job,” said Australia Post’s response.
“Our job is to provide information and assistance and to do what we can to fix problems when they occur.”
This is what you told me yesterday. I’m just doing my job. Next update in 50min. #auspost #fail pic.twitter.com/0UgeAlfBJ4
— Carlos Dyonisio (@nerdfeliz) July 4, 2017
Carlos eventually prevailed and his parcel turned up… in the right city. Sadly he was out of the office when it was delivered.
In my dealings with Australia Post through Facebook and Twitter, they have proven their job is not to provide information and assistance.
But to provide standard template reply which doesn’t answer your enquiry and when you give feedback about this, you get blocked or ignored.
And The Commonwealth Ombudsman, thinks this is ok.
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the Ombudsman’s services are largely toothless tigers at tax payer expense…the only sting is that the organisation has to pay them a fee when a customer makes a report to be investigated… Australia Post did do their job in this instance, but 0-points for customers service with their raport (or lack off)… remember ‘what’ rolls downhill…when there was a Post Master General things worked very well, then came liberal privatisation, and eventually, Fahroud – and look where we are now ?
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Someone got a REPLY from Australia Post? OMG. Frame that sucker.
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We had a parcel going two suburbs away in Sydney and it ended up in Melbourne two days later, spent 3 days in their sorting facility before being transported back to Sydney and eventually delivered 7 days after first posting. Should just about sum up everything that’s wrong with Aussie Post.
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Australia Post can’t get it right. I regularly get the mail for a family a suburb away and my parcels get sent to random houses. I usually get my parcels in the end but one $200 item has gone missing and Australia post washed their hands of it when they provided a photo of the parcel delivered. Problem was that it wasn’t my house.
Auspost have a community section of their site that is essentially all complaints, it makes for a great read
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