, posted: 6-Dec-2006 11:47
Every good thing that came about usually have to go through some level of difficulty. Sometimes the difficulty can be really annoying and lengthy.
As mentioned in the previous blog entry ("My eo i7210 is coming!
"), after weeks of patience wait I finally got the notice that the package is delivered and should be in the country in 2 days top. However what I did not expect was the lengthy process to clear through NZ Customs and the difficulty to get a progress feedback from FedEx and NZ Customs.
Since last week, when I was told the package has finally arrived in NZ, I had to apply for NZ Customs Client Code. So I called up FedEx as they left a message for me, to get the application form to send to me. This alone took 2 attempts to get the form faxed to me, instantly I filled it up and faxed back to NZ Customs as directed. Then for a couple of days of nothing from neither FedEx nor NZ Customs, I decided to call FedEx and see what is up or what/where the progress was, well that didn't give me much indication aside from asking me whether I have filled the application form and sent to NZ Customs. So I called NZ Customs to see what was the held up, that was not helpful as they can't really tell me how soon it will get processed except be expected in 2-3 days time.
So the weekend went by and come on Monday, I received a call from FedEx saying the process has gone through and waiting for clearance from NZ Customs - but it has been that state since last Wednesday as indicated from FedEx tracking service. It turned out that one of the FedEx staff did not file the document correctly, and did not include the proper documentation (invoice) to NZ Customs for inspection. The package was held up in NZ Customs Christchurch branch, pending for corrected documentation and support information.
As adviced by the FedEx call centre staff that I can chase the progress directly with NZ Customs, so I did just that. First with the NZ Customs' 0800 number, then was told to try Christchurch branch directly. Then follow the breadcrumbs, I called the Christchurch branch and the officer that I should get in touch with is away until Thursday, and was recommended to talk to his colleague. So next, calling this given number and was greated by a rude officer, interrogating me who directed me to call him, and why, and how and what not... treated me as if I got hold of his direct dial through a 3rd person outside of the organisation. Sheesh, cool off buddy! Anyhow, without much help from this guy, he transferred me to the investigation team and we are getting somewhere. However the case was handled by another officer, so I get transferred again and finally was adviced that there paperwork was incorrect.
Turned out that NZ Customs officer was given a wrong number to get hold of this FedEx guy that dealt with my case, suggested that I may have better luck calling him. Sure enough I did that and got the wrong number, tried a number that I remembered from previous phone conversation with this FedEx staff. Well, he wasn't around yet and press a quickkey and got transferred to another officer (turned out to be the guy's supervisor) and was told I should give a callback in 5 minutes later.
Five minutes later, did a callback and finally advice the FedEx guy that he needs to correct some documentation and give a call to the NZ Customs officer I spoke with earlier and asked him to give me progress report at every stage. Later in the morning, got the call from FedEx guy and was told it is clearing the customs.
Earlier today, no news from FedEx autonomously, as I am expecting a call for paying GST. As I'm running low on my patience and decided to call FedEx to chase up the next process, and finally was adviced that I need to pay GST (d'uh!), however the call was unable to transfer to the person who is in-charging. A note was left and I should hear back from the person in-charge soon. Ten minutes later, got a callback and got the ball rolling and "swip-swip", it's DONE!
YAY! What a pain to get everything rolling... especially it is me that doing all the chase up! What happened to communication with customers autonomously from companies these days? The customers shouldn't be chasing up the companies to find out the progress of a task or anything... For now, I am glad that this is coming to an end... and I won't be importing anything any time sooner! Just too much hurdle to get something through NZ Customs.
I welcome a reseller
for Tegatech in NZ.
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