A couple of weeks ago, I arranged for a package to be sent from Germany. Since there are concerns about the increased likelihood of loss of or damage to goods entering the UK during our "settling in" period, I arranged for the shipment to be fully insured, and for all paperwork, and the package itself, to show the full value clearly.
Sure enough, on Friday I received a letter from Parcel Force's Edinburgh depot, explaining that they were holding a parcel from overseas for me, and that I would have to pay Import VAT of £55 and a handling charge of £12 before they could deliver.
Righto - that's what I was expecting. I went online, on Friday (6th Aug), paid the charge and was offered a calendar to choose a delivery date, there being an additional £12 charge for Saturday deliveries. I swerved the Saturday offering, and arranged for delivery for Monday 9th - that's today, in fact. So I can sit and wait for my parcel to arrive.
Well, maybe. If I check with the Parcel Force Worldwide tracking page for my parcel (above), it tells me that my package is held, pending payment of import charges - this has been the status since 3rd August. If I phone to ask whether it is on its way to me, I get a completely automated service - one of the countless options tells me that my parcel is held pending payment of charges; another option tells me that the charges have already been paid.
I searched in vain for a number which might get me though to a human being. At one point I was offered the chance to speak to a customer service desk, and was presented with a long preamble about how my call might be recorded for training purposes, and that Parcel Force's staff are key workers, and they have the right to expect to be treated with dignity and respect. Eventually a phone started to ring, and then I got irritating music, interspersed with repeating messages about the many shipping services they offer, and how my call was in a queue.
You know what? I'm really not as daft as I may seem. I think it would be possible to spend a very long time in this queue, because I don't think the customer service numbers get answered, especially in the current (predictable) shambles which our departure from Europe has spawned. They leave it to the robots. There may or may not be any key workers present in the customer service area - it makes little difference.
Will my parcel arrive today? Has some decent person at the Edinburgh Parcel Force depot stuck it on the wagon, since the charges have been paid, and since they have promised me delivery today? If they have, why haven't they updated the tracking system?
This is only slightly inconvenient - if the parcel arrives then that's fine - if it doesn't arrive, then I have to change some plans for the rest of the week. Not a big deal - presumably it will arrive eventually. If I had paid the extra 12 quid for the Saturday delivery I'd be really rather cross, though, eh?
I was told by a friend in Germany that his business was looking at buying some equipment recently, and they chose American kit because doing any trade with the UK at the moment is a bureaucratic nightmare. I do hope his impression is not typical.
I shall get myself a mug of tea and read for a bit, keeping an eye on the lane. I am quite a fan of Parcel Force - they have always done a good enough job for me, notwithstanding my occasional rants, and I believe that they will not pretend they have been here, or that I wasn't in. The fact that their online tracking record is wrong is quite a shaker, really...
***** Very Late Edit *****
Parcel finally delivered safely on 12th August - no damage. Delay would appear to be caused by procedures for recording payment of import charges being swamped. If the coin-counters would only tell them, the shipping people would deliver.
I sent in a pro-forma enquiry on 10th - entry requires the Parcel No (which I supplied). I now have a reply, which says they cannot help me, since I didn't supply the Tracking No (which I wasn't asked for, and which is different). Someone, apparently, will be in touch in 3 working days - now that's strangely familiar.
I'm really happy to have received my parcel, but very disappointed with Parcel Force's bizarre concept of "Customer Experience" - maybe things will improve. A Customer Experience without the option of speaking to a human employee smacks of not treating the customers with dignity and respect, but I guess that's the way we are heading.
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