I'm curious to know what experiences people have had with Australia Post?
Some months ago I filled out a form with Aust. Post directing them to leave any parcels at the front door if I wasn't home, thus eliminating the need to go to the Post Office and stand in a long queue to collect the article.
Yesterday I came home to find a card in the mailbox advising that a parcel was awaiting collection at X Post Office, a place I do not usually go near.
OK, will just phone them and ask for it to be redelivered, reminding them of standing instruction.
First I go to look up phone number. There is no individual number for this post office. Instead
I have to ring the 13 number. After the usual 'if you want x, press 1" stuff, I was finally placed in a queue where I was forced to listen to much AP advertising.
Although I'm repeatedly told how much they value my call, there is no indication of the potential waiting time.
(When you phone ANZ, the voice says "the approximate waiting time to answer your call is xxx - and it's usually less than one minute".
So I wait, and wait and wait. More than 20 minutes. Finally someone takes the call and I asked to be put through to X post office. "One moment please". More long waiting, 6 or 7 minutes, and then ***** I'm cut off!!
So I have to do it all over again. More of the above. By the time another operator is available I have been on the damn phone for just under 40 minutes. Fairly tersely tell her I need a parcel redelivered.
Oh, she says, they won't redeliver it. They never do that. You will have to go and collect it.
No, I say, and explain about the direction which I know they have lodged because other parcels have been left at front door as requested.
She is more robotic than Julia Gillard and just keeps insisting I must collect it because they will not redeliver it. I am equally determined that they will and lie that I have no transport. Long silence.
Then she has the brilliant idea of actually contacting the branch to ask if they can help. Whacko! I am placed on hold for 8 minutes. She returns to ask what is the barcode on the form I have. I give her the numbers. OK, please hold again.
Another wait. 6 minutes this time.
What is my full name and address (why the **** didn't she ask this along with the barcode if she couldn't remember what I had told her?) I tell her. Another 5 minute wait. At least the time is getting shorter. She's clearly becoming more efficient.
Finally, she informs me they 'will try to redeliver the parcel'.
OK, fine, thank you very much.
But wait, there's more : please hold again while I send them a confirming email.
Now a wait of 8 minutes. She apologises for all the time it is taking and gives me a reference number.
Just unbelievable. I think I read somewhere recently that Australia Post is not profitable. I am not surprised.