Erik Ribsskog
<eribsskog@gmail.com>
RE: New complaint Acknoledgement Response
Erik Ribsskog
<eribsskog@gmail.com>
Sat, Aug 10, 2013 at 11:52 AM
To:
"customercare@postoffice.co.uk" <customercare@postoffice.co.uk>
Hi,
yes, the woman who didn't do the certificates rights, was named Sue, by the way, her college said.
I was there at around 5 PM, and at the same time Royal Mail was there to collect the post, so when I complained, the packets had been collected already, I think.
Perhaps that's why they couldn't make the certificates again.
I haven't seen the Sue-woman there before.
Normally it's the woman who has been to Western Norway on a cruise from Southampton, (she told me once, probably since I sent a lot of post to Norway), and also another woman with amputated fingers, for some reason.
I started going to this post office, (and not the other one in County Road), because the other Post Office's sign, had fallen down, when I moved to Walton again, a bit more than a year ago.
Just something more I thought about after reading your e-mail from today.
Best regards,
Erik Ribsskog
On Sat, Aug 10, 2013 at 10:40 AM, customercare@postoffice.co.uk <customercare@postoffice.co.uk
Dear Mr Ribsskog
Thank you for your email regarding County Road (Liverpool) Post Office branch.
Please accept my apologies for any inconvenience that you have been caused. I have recorded the details of your complaint under our reference number 1-2605275373 and we are looking into the matter for you. You should expect to receive a full response to your complaint via e-mail within the next 10 working days.
If you need to contact us, please call us on the number shown below quoting our reference number. Or you can email us via customercare@postoffice.
If you need any further help with Post Office® products and services, you can call 0845 722 33 44 between 8.15 am and 6 pm Monday to Friday, and 8.30 am to 2.00 pm on Saturday. You can also access information at www.postoffice.co.uk, the official Post Office® website.
Yours sincerely
Lesley Lindley
Customer Service Advisor.
Telephone: 08457 22 33 44
Textphone : 08457 22 33 55 (For the Deaf and Hard of Hearing)
------ ORIGINAL MESSAGE -----
FROM: Erik Ribsskog <eribsskog@gmail.com>
TO: customercare@postoffice.co.uk
SENT: 07 August 2013 22:20:41 (GMT Standard Time)
Hi,
I was at the Post Office in 34 County Road again today.
I had four packets for my web-shop, (I sell sweets like Glacier Mints to
mostly Norway).
And I specifically asked for Certificates of Posting, for each packet.
Yet, when I went out of the Post Office, I noticed I had only been given
two certificates, (and two receipts).
So I went in again, and the Post Office-woman who has been on holiday in
Norway, (she told me once), wrote the address on the receipts.
And she told me that I could download a Certificate of Posting-form, from
your web-site.
I said that was a good idea.
And I think I found that form now, when I searched on the internet.
So I'm going to start using it, I thought.
But anyway, I think that when I ask for the certificates.
Then I should have been given them.
If the Post Office offer a service.
(That is to issue certificates of posting).
Then they should do it properly, I think.
And the reason I want these certificates, is that once, some packets to
Norway used long time.
And the customer contacted me.
And I only had the receipts.
How could I prove that I'd send the packets to the customer then?
The receipts could have been for packets I'd sent another customer.
I couldn't prove it wasn't.
So after this happened, I'd wanted to have the certificates of posting.
To be able to prove I've sent packets, when they use long time.
I think it's a bit wrong that I have to do this work-task.
Because sometimes post office-staff just makes these certificates
automatically.
So I think that all Post Office-staff are meant to be apply to make them.
I think that the Post Office should do things properly.
If you offer a service you should do it properly, I think.
I've now sent more than a hundred packets with sweets, (from my web-shop),
to Norway and the USA.
And I think I must have bought 'stamps' from you, for around £1000.
So I think I'm a quite good customer with you.
So I don't think it's right that you don't make the certificates of
posting, when I ask for them.
But I'm going to try to use your forms now.
Even if I also have to fill out a form for the custom, so it gets a bit
many forms now, so to speak.
(At least if there isn't a problem with my printer running out of ink, or
something like that.
I wonder if I have to have extra printer-ink here now, since I have to
print out so many forms now, for sending the packets, from my web-shop).
Regards,
Erik Ribsskog
---------- Forwarded message ----------
From: Paula Loach <paula.loach@royalmail.com>
Date: Mon, Mar 11, 2013 at 12:56 PM
Subject: Post Office Ref: 1-2433956351
To: "eribsskog@gmail.com" <eribsskog@gmail.com>
Customer Service Centre
PO Box 740
Brampton
BARNSLEY
S73 0ZJ
Tel 0845 722 33 44
Fax 01226 273690
Textphone (for people who are deaf
or hard of hearing) 08457 22 33 55
Email customercare@postoffice.co.uk
Ref: 1-2433956351
Dear Mr Ribsskog
Thank you for letting me know about your experience at County Road Post
Office® branch on 21 February 2013.
I am sorry that the Branch Assistant who served you was rude towards you
and had closed down his work station despite the branch still being open. I
also understand that you have concerns over the actions of the Branch
Manager. I do appreciate the concern that this matter has caused you and
please accept my sincere apologies for this.
Please be assured that complaints of this nature are taken very seriously.
I have therefore phoned the Branch Manager as part of my investigation. She
has asked that I pass on her apologies and advised that the individual
concerned is a relief staff member who covers when other staff members are
on annual leave or on sick leave. However she has been reminded of the
polite and professional service we expect her and her staff members to
maintain in accordance with Post Office standards.
I am confident that the above action will improve the service in branch. We
do rely on customer feedback to improve the service we provide so please
feel free to contact us if you have any further issues.
The details of your complaint have been included and recorded under the
above reference number. If you need to contact us again about this
matter,it would help us if you could quote our reference number to
enable us to
quickly access the information.
Once again please accept my apologies for any distress caused by this
incident.
If we can be of any further assistance please do not hesitate to contact us
again by emailing customercare@postoffice.co.uk or by clicking reply to
this message.
To help us improve the service we provide, an independent agency conducts
telephone interviews with a sample of customers who have used our helpline
each month. All feedback is welcomed and used to further improve the
service. If you are contacted and do not wish to take part, please let the
interviewer know. If you prefer not to be contacted please call 020 7357
8522 within seven days of the date of this letter and quote the reference
from the top of this letter, to the agency.
If you need any further help with Post Office products and services, you
can call 0845 722 33 44 between 8.15 am and 6 pm from Monday to Friday, and
8.30 am to 2 pm on Saturday. You can also access information at
www.postoffice.co.uk, the official Post Office website.
Yours sincerely
Paula Loach
Paula Loach
Customer Care
Telephone: 08457 22 33 44
Textphone: 08457 22 33 55 (For the deaf and Hard of Hearing)
Email address: customercare@postoffice.co.uk
*If you have difficulty reading this e-mail, it is available in a different
format free of charge. Just telephone 08457 22 33 44*
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