MANY may opt for e-mails instead of snail mails today but the postal service still plays an important role as handwritten letters, postcards or parcels are always appreciated by the recipients.
Even though we have entered the broadband era, the growth of online shopping that involves posting merchandise to the customers has given greater significance to courier service.
For faster delivery: A Pos Malaysia van. But sadly, some never saw the items arriving at their doorsteps and some received unsatisfactory service, probably due to a misconception that mailing has become less important in this time and age.
A number of readers told StarMetro that their mails and parcels were lost but what irked them most was the “tidak-apa” (lackadaisical) attitude of the officers when dealing with such complaints.
Subang Jaya resident Tham Lai Yoong had her fair share of frustrating experience when trying to trace a lost parcel sent from the United States. In a desperate attempt, she visited the Kelana Jaya post office as directed by an operator manning the Pos Malaysia hotline to look for the item.
Upon arriving, the employees there tried to trace the item’s status with the tracking number and later told her that she had to check at the Subang Jaya post office. She went there, only to be told that she had gone to the wrong place and should go to the headquarters in Subang.
She took the trouble to drive to the headquarters but to her dismay, she was given the cold shoulder.
“When I told them I did not receive a mail sent by my friend in the US about a month ago, they just took a look at the tracking number and told me that it was a normal mail. So, if I did not receive it, it simply meant that it had gone missing and they could not do anything about it.”
Important task: A postmen on his way to deliver letters and parcels. “The attitude really irked me. How could they say something so irresponsible without even checking the system for the status? After I made a fuss, they finally gave me a number to call and it was a post office in KLIA,” she said.
She said she was disappointed with the irresponsible attitude shown by the officers at the post office and which could lead to internal thefts.
William Tan from Old Klang Road also complained about the bad treatment he received when calling up Poslaju’s customer service centre.
He said he had to make several calls to the different numbers which all required him to wait while the ringing went on for minutes without anyone answering.
However, he finally managed to speak to an officer but a rude one.
A much-needed centre: The Pos Laju centre in Kuala Lumpur. “I asked the lady why it took such a long time to answer the call. Her one-word answer “busy” was really insensitive.
“As a staff in the service industry and who is part of the frontline of our so-called National Courier, doesn’t she know anything about the basic principles of being empathic? She was not even professional in dealing with a customer,” he said, adding that the officer never apologised.
He said the experience had convinced him that the national courier was seriously lacking in professionalism, which reflected badly on the country.
Over at Cheras, resident Yong Boo Ying also commented that she sometimes had to “help the postmen do their jobs” because letters were sent to her house even though the address indicated somewhere else.
“It shows that the postmen just want to get the work done by simply putting the letters into someone’s postbox without checking the addresses carefully,” she said, adding that she sometimes did not receive her credit card statements.
“These might have also been sent to the wrong address,” she said.
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