Hi Everyone,
I've faced a problem with the customer service of SingPost
regarding my registered mail status. Please assist to advise me on
the next course of action after understanding the below scenario.
Thanks in advance !!
The problem
:
Recently, on 28th August, i've sent a registered mail to
Malaysia, Johore. I've tracked the postage status via SingPost's
online postage status tracker and the status stated on the 4th of
September was "Attempted Delivery". When i checked again a few days
later, the status for the same date (4th September) was
changed to "Product Delivered". However, the recipient claimed that they did
not receive the mail.
I called SingPost to check
with them regarding the undelivered registered mail, and the
customer service officer gave me a phone number which belongs to
the Malaysian Agent appointed by them to enquire myself. In my
opinion, since i sent the registered mail from SingPost, it should
be their responsibility to check it for me. Afterwhich, the
customer service officer told me that i can only raise an enquiry
18 days after my postage, which is dated 19th
September.
I've then called again on 19th September and was told that the
date should be on the 23rd of September as it should exclude non
working days (weekends).
On the 23rd of September, i've called again and the customer
service officer told me that it should be "After 23rd September",
so i called on the 24th as requested.
On the 24th, I've called
SingPost Customer Service for the 3rd time to inform them that my
Registered Mail was not received by the recipient, and the reply
i've gotten from them is .. "It was beyond their control, and we
have to get the recipient in Johore to contact the "Malaysian
Agent" appointed by SingPost regarding the undelivered mail."
Due to our recipient being
a Bank, they are unable to contact the Malaysian Agent. Therefore,
SingPost requested at least 25 days for investigation excluding
weekends.
I then requested them to provide me a "Proof of delivery", in
this case, it should be an acknowledgement receipt of receiving the
registered mail from the receipient. The Customer Service Officer
replied saying that if they are able to get the Proof of delivery,
i'll need to pay a fee of $10.15 to get the proof of delivery from
them.
In my opinion, my tolerance have been heavily tested by the poor
and unreasonable service rendered for my case. I'll have to wait
for "at least a month or more" to know where my registered mail
gone to, and also having to pay a fee to get the proof of delivery
received.
(Sorry for the long scenario .. Thanks..)
Regards,
Chenyc84