An Auckland man complained to NZ Put up seven instances to no avail after he mentioned a supply driver dropped a “card to name” in his postbox with out truly checking if he was residence.
Austin O’Brien mentioned he was at residence at his central Auckland residence on the time the incident occurred in late November.
“We thought that possibly he had knocked and one thing had occurred at reception that he could not get in.”
He mentioned the entrance doorways of the residence complicated are sometimes locked however there’s a word on the entrance door advising couriers to knock to be let into the constructing by the receptionist.
O’Brien bought safety footage from the reception desk displaying the supply driver placing the cardboard to name in his mailbox with out a parcel in his hand or knocking on the entrance door.
“We have been fairly annoyed with this, however I used to be shocked when after explaining the scenario to their buyer help we by no means acquired a single follow-up to our grievance.”
He mentioned the grievance was “completely ignored” after calling seven instances between December 3-30, relaying the grievance every time.
He mentioned the customer support representatives have been apologetic and was suggested somebody would name him again. However no person did.
“We continued with calling them to see the place the grievance was at, however regardless of countless guarantees of a fleet supervisor, staff supervisor, or consultant following up subsequent week, subsequent day, and even that afternoon, we by no means had any precise decision,” he mentioned.
“Each time we might name we have needed to reiterate all the pieces once more,” he mentioned.
He mentioned he was additionally hung up on twice throughout his makes an attempt to debate the grievance with NZ Put up in December.
“To me it simply appears form of insane. A complaints system isn’t actually rocket science. It should not actually be this.
“To me, it is not simply a problem of a single driver. Or perhaps a single worker.
“The monumental failure you must have [with] a grievance with seven follow-ups simply appears insane to me.
“There is a world the place they get again to us and so they say ‘Look, we have had a chat with the driving force, we might mentioned this as a problem. Thanks for elevating this.'”
Talking to the Herald on Thursday, he mentioned he would’ve accepted a honest apology from the corporate and reassurance that it would not occur once more if the corporate had responded initially.
That apology lastly got here on Friday morning, a NZ Put up spokesperson confirmed.
“We want to sincerely apologise to Austin for his lower than ultimate expertise with us. Our govt staff has reached out to Austin in the present day to apologise for his experiences and to see what we will do to resolve this for him,” the spokesperson mentioned.
“We’re additionally starting an investigation internally to search out out precisely what went fallacious right here. This isn’t the form of service that we delight ourselves on and we’re upset to have let our buyer down on this occasion.
“It seems that Austin has tried to contact us a number of instances and sadly this has slipped via the cracks and we’ve not been as conscious of him as we should always have been.”
NZ Put up mentioned couriers ought to at all times try and ship parcels as per directions.
“Within the occasion there isn’t any one current to signal for the parcel on the time of supply, we are going to depart a card to name. That is the method that our supply staff are anticipated to observe, and it’s disappointing that this has not occurred on this occasion.”