JulesCT
Postman
- Joined
- Jul 7, 2017
- Messages
- 75
Overall FASTTECH have been excellent and I hold them in high esteem. I have recommended them to several people that I have helped get off the evil weed. Sure, items take a bit longer to arrive but in exchange you get great prices, a great range and tracking of the dispatched items. Previously their tracking interface was a pile of spanners but it has improved and is now vaguely useful.
HOWEVER... and please tell me if I am asking too much....
Am I wrong in thinking that when the local delivery company admits they have lost the package that the supplier should bear the burden, satisfy the customer and then seek reparations from the couriers without further inconvenience to the customer? It has always been my experience with all other online suppliers. Have I just been spoilt?
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Here is my email to inform them of my findings after they asked me to check with the local post office.
"Spoke with the local post office, their systems still show it as not having left the Heathrow hub, they suggested I speak with their International Team Customer service
Spoke with Royal Mail, International Team on 0345 774 0740 (probably international +44 345 774 0740)
and they say that it arrived on the 13th July (now 12th August) as the logs attached show us.
However the item has not been scanned since so they would class this as LOST, their words.
Royal Mail do not inform senders or recipients automatically of lost items but instead request that the sender submit a claim to the Royal Mail through the regular channels at the expediting country.
Royal Mail also say that the sender would know how to do this.
I hope this tallies with what you have and that you can arrange for a new item to be sent out in its place."
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This was their well written but annoying email.
"We can understand your situation. As you may know, we cannot control the shipping status of the package. So we need the carrier to investigate it and provide us result, as well as compensation if necessary.
Please kindly note that registered postal mail doesn't provide definite delivery time and the transit time quoted in checkout is an average and typical time frame. Sometimes the package can be delivered earlier than the time frame showing in checkout. The package may be just stuck on the way occasionally and will be updated a few days later.
Hope you can understand. Thank you."
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Here was my slightly annoyed response
"I understand, I just disagree and my opinion is that you are providing less than the standard of customer service I have come to expect from a long distance vendor.
Most of what you say is correct. However I am no longer querying the delivery time which you imply. As you requested I have done my local research, liaised with the local postal service here, escalated to the international team, ascertained the situation, given you the information (screenshots included), and given you the contact information for you to confirm my findings. The package appears not to be delayed, it appears that it is lost. Agreed, that as a vendor you do not control the shipping status, but having sold it to me (including the shipping), you are responsible for it. It failed, thus the onus is on you, the vendor, who sold me that service to make amends.
We shouldn't even be having this discussion in my opinion. Every long distance vendor that I have ever used since 1995, (ebay sellers, amazon, getthelabel, hp, rueducommerce, etc etc etc) would have already dispatched a replacement unit. This is not a first time occurrence.
I just find it surprising to be told from my vendor, that, essentially "despite all the evidence you have provided, that we asked you seek out, and which overwhelmingly shows the package is LOST, we are still going to do our own investigation from here and when it is resolved and we are reimbursed then we will do something." Or did I miss something?"
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What do you think? Fasttech failure or just a sense of humour failure on my part?
HOWEVER... and please tell me if I am asking too much....
Am I wrong in thinking that when the local delivery company admits they have lost the package that the supplier should bear the burden, satisfy the customer and then seek reparations from the couriers without further inconvenience to the customer? It has always been my experience with all other online suppliers. Have I just been spoilt?
------------------------------------------------------------------------------------------
Here is my email to inform them of my findings after they asked me to check with the local post office.
"Spoke with the local post office, their systems still show it as not having left the Heathrow hub, they suggested I speak with their International Team Customer service
Spoke with Royal Mail, International Team on 0345 774 0740 (probably international +44 345 774 0740)
and they say that it arrived on the 13th July (now 12th August) as the logs attached show us.
However the item has not been scanned since so they would class this as LOST, their words.
Royal Mail do not inform senders or recipients automatically of lost items but instead request that the sender submit a claim to the Royal Mail through the regular channels at the expediting country.
Royal Mail also say that the sender would know how to do this.
I hope this tallies with what you have and that you can arrange for a new item to be sent out in its place."
------------------------------------------------------------------------------------------
This was their well written but annoying email.
"We can understand your situation. As you may know, we cannot control the shipping status of the package. So we need the carrier to investigate it and provide us result, as well as compensation if necessary.
Please kindly note that registered postal mail doesn't provide definite delivery time and the transit time quoted in checkout is an average and typical time frame. Sometimes the package can be delivered earlier than the time frame showing in checkout. The package may be just stuck on the way occasionally and will be updated a few days later.
Hope you can understand. Thank you."
------------------------------------------------------------------------------------------
Here was my slightly annoyed response
"I understand, I just disagree and my opinion is that you are providing less than the standard of customer service I have come to expect from a long distance vendor.
Most of what you say is correct. However I am no longer querying the delivery time which you imply. As you requested I have done my local research, liaised with the local postal service here, escalated to the international team, ascertained the situation, given you the information (screenshots included), and given you the contact information for you to confirm my findings. The package appears not to be delayed, it appears that it is lost. Agreed, that as a vendor you do not control the shipping status, but having sold it to me (including the shipping), you are responsible for it. It failed, thus the onus is on you, the vendor, who sold me that service to make amends.
We shouldn't even be having this discussion in my opinion. Every long distance vendor that I have ever used since 1995, (ebay sellers, amazon, getthelabel, hp, rueducommerce, etc etc etc) would have already dispatched a replacement unit. This is not a first time occurrence.
I just find it surprising to be told from my vendor, that, essentially "despite all the evidence you have provided, that we asked you seek out, and which overwhelmingly shows the package is LOST, we are still going to do our own investigation from here and when it is resolved and we are reimbursed then we will do something." Or did I miss something?"
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What do you think? Fasttech failure or just a sense of humour failure on my part?