I refer to Speedpost - the subsidary service provided by Singpost. I wanted to send a 11 kg parcel from home (Singapore) to South Korea. I made an appointment with Speedpost on 5 August to collect parcel from my home in Sengkang on 10 Aug (Sat) as their weekday collection timing cannot suit my needs.
Today is already 12 Aug and I am glad to inform all of you that the parcel is still sitting in my home. Just on the collection day itself on 10 Aug, I made at least 3 phone calls to Speedpost customer service at 1800 222 5777. Parcel was to be collected anytime between 9am to 1pm. When no one turned up, I called at about 10:30am and after holding the line, I was assured collection would complete by 1pm. With 45 minutes left, I called again at 12:15pm and same thing, after being put on hold, I was told to wait and collection would be done anytime before 1pm.
At about 1:05pm, when no one turned up to collect the parcel, I called again. This time round, Joe; the customer service officer (after contacting the collection team), claimed that they are already on their way to my place and asked me to give them another 10 minutes to arrive. I disagreed as it was already passed the stated time before 1pm deadline but I have no choice either. I waited. And till now, as I am writing this email, the parcel is still sitting in my home.
I wish to ask the following questions:
1. Singpost strongly believes in your 5Ts which I quote "Trust, Total Customer, One Team, Top Execution and Transformation". I wish to ask, can I still Trust you to pick up the item fom my home. Where is your T for Total Customer and T for Top Execution? Your 5Ts are truely a mockery!
2. Why was I assured 2 times that collection would be by 1pm and then again at the last time by 1:30pm when in fact no one turned up at my place at all? And on all these 3 occasions, I had been put on hold while your staff was checking with the collection guys on the ground.
3. Even if there has been traffic jams or heavy thunderstorm, they would have reached my home by home and all the more in this case we are talking about your tiny island Singapore. How long do they need to travel to Sengkang?
4. Even if they have lost their way (and assuming Singpost is not rich enough to afford GPS on their vans), I have given you all my mobile number. Shouldn't you or the collection guys have called me? Even if my mobile Starhub network is poor at home, I would have receieved missed calls SMSes. But instead, my phone was dead silent whole day except me making that 3 calls to your customer service.
So, Singpost or Speedpost - what do you have to say now?
Are you not interested in doing business since I am only a home-based consumer with just $70+ for you to make? Don't you think you deserve more than just a fine? Or are Singaporeans still complaining too much? Complain kings and queens?
I called them this morning giving them my booking number and they explained that according to their records, collection was not successful as no one was at home. My family members and I can testify that we were at home whole Sat waiting for their MAJESTIC arrival.
Then awhile ago, they twisted their story to say they were overwhelmed by big volumes last Sat.
From the above said, common sense tells me they are covering lies up with more lies. Is this how our National Post Office should be behaving?
Since there is no way I can resolve the matter with them, I urge staff of IDA, Minister or the press / media to step in. I bet it is not just a simple case of missing the collection appointment and re-arranging for another. From their unscrupulous explanations they have given me, it seems there's more than what meets the eye.
Singpost / Speedpost is absolutely disgusting and I am totally ashamed being a Singaporean knowing that Singpost is our National Post Office.
Not only did they fail to keep to schedule and were unable to provide an explanation, they also wasted me and my family's time in waiting for them, caused me stress and phone bills to call and chase them up and caused trouble to the recipient of the parcel who was expecting to receive the parcel very soon.
Patrick