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Topic # 133721 31-Oct-2013 17:31 Send private message

Anyone else experience problems with getting and delivering packages with TNT New Zealand?

I have had the worst possible experience with them when dealing with a replacement from Apple.

Here is what has happened so far:

I recently had a couple of packages delivered from Apple with TNT to my apartment. What should have been a simple delivery turned into quite a frustrating experience with a lot of wasted waiting time and time on the phone with TNT New Zealand customer support.

This is what happened:

21st of october: The package is sent from Sydney

22nd of october: According to TNT New Zealand tracking system the package was out for delivery, customer not home. I did not hear anything about the delivery and I was home the whole day. There was no calling card left and I was not contacted in any way.

24th of october: I decide to find out what is going on with my shipment and track it on TNT. I find that it was attempted delivery on the 22nd (this is the first I hear about that attempt and I was never contacted by TNT about the package). I get in contact with customer support, and I am promised delivery on the 25th of october. I leave my phone number that TNT claims was not delivered by Apple.

25th of october: I wait the whole day for the package but it does not show up. Upon contacting your customer support I am told that there will be no deliveries because its a Hawkes bay holliday. TNT Customer support promises to deliver on the 29th of october since the 28th is labour day. I am promised delivery between 8.30 and 12.30.

29th of october: 

12.30 comes around without any package having been delivered.  I get in contact with customer support and I am told that it was attempted delivered. I am also told the driver tried to call me. But I had not gotten any call from the driver and had been home the whole time, since I had been promised delivery.  I am then promised to be called back with a status of what is going on. I am never called back and have to follow up several times with TNT New Zealand customer support. Each time having to explain the matter and update the customer support representative.

2.58 pm Driver calls my phone and schedules delivery.

3 pm At a little after 3pm the driver shows up. The driver complains that the front office of the building is not manned (they can accept packages on behalf of residence here) and say something to the effect of "it would take too much time to call for every single delivery" when I ask why he couldn't have just called me. What should have been a simple delivery turned into a very frustrating time waster for me. I react strongly to being promised delivery that never happens and call backs that never happen. And it feels like I have to continuously follow up the delivery to have it ever happen. Every time I have been in contact with TNT customer support they have not had the history of the case available and I have been given several promises that have been broken.

31st of october:

I am sending back the broken product to Apple with TNT, so I have to schedule the return of the broken product.

2 pm

I get in contact with TNT customer support. They have my details on file and the customer representative even reads up my phone number. They say they will be at the apartment before the end of the day to pick the package up.

4.45 pm I call customer support at TNT New Zealand to find out what is going on with my pick up. They then tell me there will be no pickup today because they do not have my phone number on file.


I am amazed that it is possible to mess something like this up so royally. Customer service at TNT don't seem to be able to follow cases they are working on, and their driver seem to have  problem with picking up a phone to let me know they are at the apartment with a delivery.

This whole experience have made me want to cancel my order on the iPhone 5S that is scheduled to be delivered by TNT and to avoid anything that has to do with TNT in the future.





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Webhead
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  Reply # 924963 31-Oct-2013 18:33 Send private message

Very tempted to post the calls I had with TNT here, anyone know of any laws I could be breaking by doing so?




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  Reply # 924982 31-Oct-2013 18:43 Send private message

I've had nothing but good experiences with TNT in Napier. Delivering to a house not an apartment though. Now I'm in wellington, The one delivery I have had was my MacBook. I wasn't home for delivery, they didn't leave a card but apple emailed me telling me to ring tnt to sort out delivery. when I rung up they were really helpful because I needed it delivered before I went out the next day and they wrote on the box and I had it the next morning.




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  Reply # 924984 31-Oct-2013 18:48 Send private message

Has it been long since you used them?




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  Reply # 924990 31-Oct-2013 18:53 Send private message

In Napier, about middle of last year. So possibly service has gone down in quality. In wellington, a couple of months ago.

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  Reply # 925005 31-Oct-2013 18:56 One person supports this post Send private message

I don't think you can write off the whole company based on your erxperience




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  Reply # 925012 31-Oct-2013 19:18 Send private message

Jeffnz, the problems I have been having with delivery and pickup seem pretty systemic in nature. Especially the support staff that is unable to follow a case. Not sure if its a faulty IT system or just bad training.




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  Reply # 925029 31-Oct-2013 19:25 Send private message

Talk to TNT management.




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  Reply # 925032 31-Oct-2013 19:36 Send private message

I don't think it is unusual for a courier driver to skip an unmanned desk. Is there a buzzer/ringer for your apartment?

As he said, calling every residence that does not answer the doorbell would take far too long for the delivery agents.

A card to call would have been a good idea but a better one would have been a note on the door to let the driver know you are home. :)

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  Reply # 925039 31-Oct-2013 19:43 Send private message

As Apple are the ones who contracted TNT for the job, I'd have been calling them and asking them to find out what was going on.

A grumpy you is nothing to them, a grumpy Apple, that's bad news




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  Reply # 925054 31-Oct-2013 19:51 Send private message

andrewNZ: Been in contact with Apple and they are helping me get the return package sorted.

1080p: Its not that easy here. Its gated and the only way to get in contact to have something delivered is to call me - which I have told TNT and they have noted down my number several times. But they seem to keep loosing it, and for the delivery on the 29th the driver even claims to have called me even though he didn't.

KiwiNZ: Trying to get a hold of management, but not been easy to get any contact with them.




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  Reply # 925089 31-Oct-2013 20:48 Send private message

When Apple first set up their online store in NZ in early 2007 I ordered a Mac Mini and TNT managed to badly stuff up, but I've ordered quite a few things from Apple since then and there haven't been any problems. I always assumed that my original experience was just a matter of teething problems since Apple would have been a very large contract for TNT to take on.

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  Reply # 925110 31-Oct-2013 21:06 Send private message

Perhaps you need to add your phone# to the address so no courier can ever claim to not have the number.




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  Reply # 925248 1-Nov-2013 01:36 Send private message

andrewNZ, not a bad idea.

Should say something like

Jarle Dahl Bergersen
street number x, phone no: 022 222 2222
suburb
city

huh? :D




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  Reply # 925265 1-Nov-2013 06:28 Send private message

Perhaps use the name line to prevent address confusion. Something like:

Jarle Dahl Bergersen (Ph 022 222 2222)
...

Jarle Dahl Bergersen
Ph 022 222 2222
...

Some companies have the option of adding delivery instructions or attention fields. They'd work too.




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  Reply # 925269 1-Nov-2013 06:51 Send private message

At least your gates work :)

Pretty sure Fedex insist on a phone number and print it on the delivery address. I am surprised others dont it saves both ends a lot of hassle.

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