Rants

When you have a business, customer service is important. If you don’t train your customer service rep well, it’ll affect your business reputation. As for me, I have a small online business. I do my own customer service, and I try my very best to give good customer service and try to know as much info on my products as possible.

So I was supposed to use Poslaju to post one of my orders. I remember reading a notice at Poslaju’s office that on every Saturday, they will close either at 6pm or 7 pm. That part I’m not sure. Since we have two Poslaju in Ipoh, one main branch and the other is a counter at regular post office which closes at 5 pm, so I wasn’t sure. So I decided to ask Poslaju from in official facebook.

Me: Hi, just want to ask, until what time Poslaju Ipoh opens today? Thank you.
Poslaju Official: Hi miss, poslaju Ipoh opens from 8am to 8pm.
Me: Same with Saturday??
Poslaju Official: Monday to Saturday opens 8am – 8pm. Only closes on first Saturday of the month, Sunday & public holiday.

Ok. I was not sure but I believed them anyway thinking the notice at the poslaju Ipoh that I saw was probably temporary and they’ve changed again. Hey, Poslaju official said 8pm, so you gotta believe right? I mean they represent Poslaju, work for Poslaju to handle customer’s inquiries.. not some strangers… so they should KNOW right?

Since my customer insisted I post on that day because they needed it by Monday, and my customer also paid quite late so I was rushing. I rushed with the packing, then after everything was done it was almost 7 pm. So I rushed out, and drove like a mad man in drizzling rain and guess what? When I reached poslaju, the office was completely DARK. It was closed! The only place opened was the ‘warehouse’. What. the. fuck.

Poslaju rep fricken lied to me. And my customer was unhappy and my weekend was ruined because I was pissed and feeling bad at the same time. If it was entirely my fault, I won’t feel as bad, but because I fully trusted the stupid Poslaju CS rep and told my customer I’d post it as poslaju closes at 8pm made me feel so bad so I end up spending my profit to give my customer extra gifts as consolation.

Thanks Poslaju for friggin lying to me. I don’t know why their own CS would know Melaka branch was closed on that day, yet don’t know what time Poslaju Ipoh closes. My mistake for not reading and take notice of the note, because I only post on weekdays but since my customer pleaded I post on that day, I thought I’d give an exception. Damn.

//UPDATE//

I bitched at Poslaju in FB for the wrong information this morning but they still strongly confirmed it’s closed at 8pm, even Poslaju Ipoh confirmed it, which means they were implying I was wrong. If I was wrong, then why was the poslaju office closed?? Even said I might have been to post office instead, and not main poslaju office. What, don’t you think after countless trips to poslaju main office I don’t know how to differentiate?! So obviously I was pissed. They even said that I should post my stuff earlier as if I purposely tried to post late, and the whole conversation made me feel as if they’re saying I’m stupid for not understanding that they close at 8pm. I felt it was quite rude even if he didn’t mean to be rude.

At first I told them I know it was not a lie, it was just bad miscommuncation, but they still defended themselves. I could half-forgive the FB CS because they’re not in Ipoh, maybe they have outdated info, but when they said Poslaju Ipoh staff confirmed it, that was a big lie already. How come that staff don’t even know?

So I went to poslaju Ipoh today, obviously the notice was there saying it’s closed at 7 pm, counter staffs confirmed they’re closed at 7pm so who’s wrong now bitch? And which idiot staff that confirmed earlier that they close at 8pm on Saturday? Couldn’t be he’s the only one that works until 8pm? So took a picture of the notice, sent it to poslaju as proof and I had so much win and total pawnage.

It’s ridiculous. Don’t mess with me. Don’t treat me as if I’m stupid. I know what I saw, don’t try to tell me otherwise. Don’t imply as if I was the one lying when you have an outdated info. At least I took the effort to correct this situation because I know majority would just let this go and say it’s not a big deal but when I know I’m right, I will prove I’m right. Nobody can ridicule me and get away with it.

//UPDATE 2//

Poslaju Ipoh called me and apologized and I accepted both apology and explanation. There has been a huge miscommunication between them, and actually they do open until 8 pm BUT not the office. I’d have to go at the back to their loading bay and request to send package, provided that they haven’t left yet to the destination. Um, how was I supposed to know that? Besides, the whole place was pitch dark, except for a small light from the loading bay.. and I saw only guys.. so for a girl to go there alone is very creepy.

But yeah, communication is vital in large organization, because if this thing happens, there will be a big confusion and unhappy customers. They should be more clear on some things to the customers like the extra info I received today about sending package after their opening hours. It would have saved me one unhappy customer, one unhappy weekend and some money.

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