I was sending some item for my customer in Russia and customer had requested to use EMS Service. So here is the sequence of events:
15 Mar 2013 – Booking made online to collect the item.
18 Mar 2013 – Shipment collected after making a phone call to check why the shipment was not collected.
01 Apr 2013 – Customer called to enquire why he had still not received his parcel and the consignment note given by courier man was not traceable. There was a switch of consignment note number and we were not informed. We were given the consignment No: CC 920425145SG but it was switched to EC411879833SG.
06 Apr 2013 – I was informed by my customer that Russian Customs had rejected the item. I had sent an email to my customer and he had found out that the item was missing and package was damaged before it arrived at Russian Customs. It was set to be returned to us.
23 Apr 2013 – I had to repurchase and resend the item to my customer and this time, he received the item in good condition and had no trouble with Russia Customs.
16 May 2013 – I was informed that the item would not be returned to me, as SingPost had received an empty envelope. Therefore the item could not be sent to me.
21 May 2013 – I was told to fill up a form – CN24 – which I filled up and returned.
29 May 2013 – Had to fill up another form called Cargo Claim Form, which I filled up and returned.
I have been following up with various customer service officers. The latest manager in charge of my company account changed again and he only informed me that the ops and client service side had not returned his email despite his bugging him so far.
This case is hanging there and it is coming to a year. Am I right to say that SingPost or Speedpost is THE WORLD’S BUSIEST POSTAL COMPANY yet it cannot even handle claims?
Funny thing is that they are not too busy to issue me with late interest for this shipment which I do not want to pay.
I am surprised at the slowness of the claim here. How long more should I wait or must I wait? Or should I let the claim carry on hanging there until SPEEDPOST (SINGPOST) is happy to attend to my case??
Amie
TRS Conributor