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Thursday, May 31, 2012

Registered parcel missing and SingPost cannot tell what's happened

Ms Betty Ong is totally frustrated with the service she is getting from SingPost over a "lost" parcel that had arrived from Taiwan for her.
     So she decided to google to find a way "to make a complaint to SingPost that will produce results" and stumbled upon my blog.
     She says: "I am at the end of my patience and tolerance right now and considering taking them to the small claims tribunal."
     Her problem started when her supplier in Taiwan sent her a registered parcel which arrived in Singapore on May 12.
      She says: "As we have been tracking its movement, we made it a point to have people home between May 13 and 18. But we were shocked to see a failed delivery note on Track and Trace on May 15 when there were two people home that day and no card was left behind to collect or redirect the item.
      "A call was made to SingPost that afternoon to ask for redelivery but my nephew made the mistake of telling the manager on duty that it contain something important.
      "We were told that they will call back the next day. However, no one rang and when we rang back we were put on hold for two hours at a time.
      "This happened repeatedly over two days. I emailed customer service to make enquiry and wastold to be patient. Finally, I received an email on May 21 telling me that the parcel has been missing since May 17 and nothing can be done.
      "My sister went down to Singpost HQ on May 22 to speak to someone of authority and was asked to give Singpost 24 hours to find the item and to give a reply.
      "This has dragged on from then to now and we still have no answer as the matter has been passed from one person to the next. We don't know what has happened to the parcel and what sort of action SingPost has taken.
      "How can we get someone up the top in Singpost to take notice of what is happening?
     "How can something like this happen when we have been assured by Mr Marcus and Ms Kathleen, two officers who were supposed to look into the matter, that all registered parcels are scanned and coded and also the delivery couriers are also coded and hence they would know the movement of the parcel?"
      Betty's sister has in the meantime lodged a police report.




3 comments:

  1. Hi PY, do keep us posted on the missing parcel. Indeed it is very frustrating that registered items could go missing.

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  2. Hi! I totally understand your frustration coz' my EMS(speedpost) parcel went missing last month. After much inconvenience, I finally got it back. Best part has to be, my parcel for this month (EMS too) is stuck at the processing centre since 31st May'12 & after severals calls, it seems like they can't locate my parcel! This is probably their not subtle way of them telling me that I should shut up, accept my fate & not try my best to retrieve my parcel!

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  3. The same thing is happening to me. Since I am mostly not at home, I have requested for it to be delivered to the nearest Singpost office. It's almost a week and the parcel has yet to reach the post office. I can understand if they can't deliver to my house as there is no one at home... but surely they can deliver to their own post office? Calls to the service centre were received by 2 pinoys who simply rattle out canned responses. They even told me that "the manager is not available" and probably never will be. Made the request to redeliver to PO on Monday, the tracking system even reflected that. But on Wednesday, I called to check on the status and they said "Oh, you just made the request 5 minutes ago. So check back on Friday".

    I asked if I could go down to the warehouse to collect it. They said that it was not possible because its in transit to the post office... wtf.... its been a week!

    *sigh* this would never have happened in the 90s or even 80s. I think our postal system has reached 3rd world status. The feedback system is non-existent. Complaints are never dealt with. The 2 pinoys answering the phones are in a lawless land with no "supervisors", and even if one exists are all singing the same tune. If only they can deliver things as they should then people won't have to bother them. Singapore is circling the drain. Its not just the postal system. Everything is changing and moving towards 3rd world standards.

    I will *never ever* use speedpost again. After this incident, I can understand why alternative courier services are doing so well. A visit to the post office showed that they are selling sun-kissed prunes. Which such service, it is no wonder that they have to resort to such means to make ends meet.

    Hope you get your parcel eventually. Its a 50-50 chance the parcels get delivered to the right person!

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