As you will know from my previous posts, we are using Royal Mail - this works for letters and parcels and we ship quite a few routers out directly. The integration with our systems is really useful, and postage at franking rates or better is also good (without the annual rental of a machine or even paying for labels or ink!).
But I do start to wonder if we have made the right choice as there have been a few issues of late, and their handling of them is far from ideal...
The most worrying is that they lost a bag of post, between us and the sorting office, this week. I can see the sorting office from our office - it is a few hundred metres away. But they do not even seem that interested in investigating the matter even! So we are re-sending routers and stuff out today. I bet we will struggle to even get the cost of postage back from them.
The prices for their tracked service are not fixed, they are based on volume and weight overall, but somehow they are charging us slightly more than they said, which is annoying, and we are having to chase that.
As a normal postage customer, sending a special delivery parcel, if it does not arrive on time, you have to claim for the postage back (as it is a guaranteed service). But when you are an account customer, they know it is delayed (it is tracked), why don't they just credit to our mail account? They expect us to send in paperwork to claim a refund making a lot more work for them and us (well, if it happens again I'll automate it our end).
Their tracking API fails in odd ways - I can't use the multiple item track as one item causing an error stops access to any of the items. So I have to request one at a time. Even so, it is often saying "Service is unavailable due to an unknown reason. Contact RMG Customer Experience Team.". I have contacted them about 77 times on this now (it does say to contact them) but they are ignoring me!
Their shipping API claims that some email addresses are invalid when they are not, oddly not my short one, but ones ending in newer TLDs. Again, ignoring me when I ask for this to be fixed.
Oh, and we had a fun one today - we also have a freepost account, which we have to keep in credit, and they invoice for a top up when it is low. The invoice has terms and we pay in those terms by BACS so no ambiguity over the payment date at all. They had the cheek to call up and have a go claiming we paid late by a day, when we did not. But even if we had, this is a credit account and well in credit even before we paid, so it does not mean a lot to be "late". Statutory penalties don't apply as the service we are buying has not yet been provided, and if they had the cheek to suggest charging interest I'd want the same rate of interest on the credit balance from them all the time. Why waste time, two weeks after we paid, contacting us to say we paid a day late, especially when we didn't - that is a proper jobsworth type attitude and waste of their time and ours!
So, not a good start to the year using Royal Mail. One to watch out for. And I'd love to know where our post has gone. I may set TR-069 to alert us for any of the missing routers ever going on line :-)
Update: The missing post has just started tracking updates, after we have sent replacements. FFS!
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