Whilst on the subject, I got a little irate myself today with Parcelforce and their automated customer services. So I wrote a little note to Mr Crozier. Got a reply too...
Dear Robert
Many thanks for your note and apologies for the problems you
have experienced with our service.
I have asked Vanessa Leeson the C.E.O of Parcelforce, to look into this
and get back to you as a matter of urgency.
Regards
Adam
FROM: Robert Jebb <
bob@trumpetadvertising.co.uk>
To: <
adam.crozier@royalmail.com>
I would very much appreciate a phone call from a human being ASAP with an
explanation as to why you seem unable to deliver a parcel when promised
and then fail in spectacular fashion to resolve the problem. Your automated
service is a complete waste of my time and money – I have better things to
do than to PAY to be sent on a wild electronic goose chase to then be finally cut off mid sentence by a machine.
Get this – I am asked to 'speak' a delivery number. None supplied, so the
alternative is to 'speak' the following:
“I don’t know it” Which I have tried 3 times.
The response is almost hilarious: “’I’ ‘D’ ’O’ ’N’ ’T’ ‘K’ ’N’ ’O’ ’W’ ‘I’ ’T’ – is this the
correct delivery code?”
We do not compute, please back away from the telephone...
I half expect to be told I’m on radio 1 in some sort of wind-up. It's not as if I feel foolish enough sitting
in my open plan office shouting clearly after the tone between awkward silences: "AFTERNOON" and "TOMORROW" and "A PARCEL".
I expect a call forthwith before I take the matter further. You have my
assurances that you will not have to speak to a robot or press buttons on a
keypad. Not even to hit the hash button whatever that is..
Warmest regards,
Robert Jebb
