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gzt

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  Reply # 1017699 3-Apr-2014 10:13 Send private message

Had a recent experience with a Post Haste driver and they were excellent. Maybe quality control at head office is letting the team down in many cases or PH just doesn't have the structure to deal with and resolve issues in some delivery areas. Clearly there are problems.

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  Reply # 1017709 3-Apr-2014 10:28 One person supports this post Send private message

From my experience

NZ Couriers.. very good
Courier Post ...very good
Paste haste...OK
PBT....Bad
Fastway...average
Fliway.....terrible
Jets.....terrible






Mike

 Interesting. You're afraid of insects and women. Ladybugs must render you catatonic.

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  Reply # 1017714 3-Apr-2014 10:41 Send private message

michael001: ...
I made a complaint via the online contact complaints form to Post Haste, someone replied saying that the driver couldn't find my door. I explained that my door was attached to my house and was very easy to find and that my wife left the door open, the external light on during the day and that my unit number is firmly attached and prominently displayed. I was told the 'fleet commander' or some such would get back to me. All I received was complete silence. I contacted again ... continued silence. I will be phoning today but I can see how this is going.

The driver error/stupidity/ineptness can and indeed already has been forgiven - no issue there. But Post Haste ignoring me and hoping I will go away when I feel I have a legitimate complaint - it goes a long way to explain how this piss poor company operates.

Post Haste is a terrible choice for getting items delivered, I won't be using them at all in the future and sincerely hope that anyone currently doing business with this company take a moment to re-assess the options.


I've had many bad experiences with courier companies so I sympathise. I've got heated about all sorts of issues (some posted on Geekzone) but I've found more recently that it is worthwhile to assess what is happening without that heat. In your case, I think that it would have been sufficient to describe the issue and let that speak for itself. I don't agree with badmouthing the whole company when there is also at least one further step that you could have taken: visit the manager in the local depot.

I'm not saying that your assessment is wrong as I believe everything you say and I've had problems with them too. Even so, there are good reasons for taking up the issue locally.

The person who responds to online complaints is often far removed from the source of the issues. If the driver is bad then he/she is hardly likely to tell the truth to the company. The company then has two different accounts that they cannot easily resolve so a common response is to ignore the issue. So take it up with someone who works with and knows the driver rather than someone at head office. That's why I'd recommend visiting the local depot and talking to the manager there. That can be difficult for you to do (fitting it into your busy schedule, they're in another town, it is such a hassle, etc) but it is more likely to give you a realistic response to your issue as it is much harder for people to ignore a problem when you are there in person.

If you do phone or visit the local manager and find that he/she is also in denial then the value of your original assessment of the company is enhanced in my opinion.

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  Reply # 1017741 3-Apr-2014 11:04 Send private message

Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.








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  Reply # 1017746 3-Apr-2014 11:09 Send private message

Cheap, Good, Fast - Pick any two




Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated 

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  Reply # 1017748 3-Apr-2014 11:10 Send private message

Geektastic: Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.


Harveys and Noels always come out low in those (one year DSE was the worst, didn't see them in there this year).

I take all of those survey results with a grain of salt. I cannot explain why they are always rated low - if they were that bad, they would go out of business wouldn't they?

Of all the people I know that have bought things from either Harveys or Noels, I know that way way less than 50% of those people have told me about bad service they have got from them. I think it is usually a case of pick on the tall poppy (like Microsoft, Telecom, Vodafone...)

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  Reply # 1017755 3-Apr-2014 11:17 2 people support this post Send private message

Because nz businesses are full of managers who have had no management training and are just promoted from internally for some stupid reason.




Richard rich.ms

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  Reply # 1017760 3-Apr-2014 11:21 One person supports this post Send private message

sonyxperiageek:
pctek: You base this on one experience?
 
I can tell you, having used many couriers, both to send and receive, that it comes down to the individual driver for that area.

The worst experiences I have had were with PBT. Not one, but many.

Although after the latest, after I complained and refused to sign for it (But took it anyway), I note he is very prompt and makes a point of doing it all by the book now.

In some areas (I have lived in different parts of the country) Post Haste were great, in others, not so great.

 NZ Couriers, Castle Parcels, NOW Couriers and Sub60 are all the same company.


Well judging by the amount of complaints about PostHaste here, I would say that he has a point! :)



This is hardly a representative non-biased sample on which you can reach a conclusion that they are a bad company. 

People normally only post bad experiences. So, it is not a random selection of all customers. 

For example, I had a problem with a gadget I bought and googled it and it appeared there were a number of people complaining of the same problem.  It was stated by some people that there was a design fault with the product and the company responded by saying the actual numbers with this fault was a fraction of a percentage point of total sold. 

So, there was no design issue. But you would get that impression by reading internet compaint forum postings like this one. 

Secondly, you may get one bad employee but this does not mean the rest are the same.  You get bad employees in every occupation but you do not say the whole organisation is bad because of the one poor performer. 

Sure, post your experiences but don't say it is the company as a whole based on a non-representative sampling of complainants. 

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  Reply # 1017762 3-Apr-2014 11:23 Send private message

Geektastic: Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.



HN are generally pretty hopeless although I've had some good experiences in after sales.   eg, we lost an attachement from our vacuum cleaner and the salesperson just ripped the bit off the store model and gave it to us. 



xpd

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  Reply # 1017770 3-Apr-2014 11:33 Send private message

richms: Because nz businesses are full of managers who have had no management training and are just promoted from internally for some stupid reason.


Or are family members. 

A certain company you and I both worked for comes to mind.... the helpdesk manager was the directors father. Who had no clue. Hence why I jumped.





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  Reply # 1017792 3-Apr-2014 12:00 Send private message

trig42:
Geektastic: Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.


Harveys and Noels always come out low in those (one year DSE was the worst, didn't see them in there this year).

I take all of those survey results with a grain of salt. I cannot explain why they are always rated low - if they were that bad, they would go out of business wouldn't they?

Of all the people I know that have bought things from either Harveys or Noels, I know that way way less than 50% of those people have told me about bad service they have got from them. I think it is usually a case of pick on the tall poppy (like Microsoft, Telecom, Vodafone...)


Over the years I have purchased a lot of kit from both Harvey Normans and Noel leeming, I can honestly say that I have never had a bad experience with either of them.  I can't say the same for LV Martin.




Mike

 Interesting. You're afraid of insects and women. Ladybugs must render you catatonic.

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  Reply # 1017797 3-Apr-2014 12:07 Send private message

KiwiNZ:
trig42:
Geektastic: Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.


Harveys and Noels always come out low in those (one year DSE was the worst, didn't see them in there this year).

I take all of those survey results with a grain of salt. I cannot explain why they are always rated low - if they were that bad, they would go out of business wouldn't they?

Of all the people I know that have bought things from either Harveys or Noels, I know that way way less than 50% of those people have told me about bad service they have got from them. I think it is usually a case of pick on the tall poppy (like Microsoft, Telecom, Vodafone...)


Over the years I have purchased a lot of kit from both Harvey Normans and Noel leeming, I can honestly say that I have never had a bad experience with either of them.  I can't say the same for LV Martin.


noel leeming do not recognize the CGA. 

I had my ipod fail after 2 years, and my F&P fridge fail.   

With the F&P case, I spoke and argued many times with the store.  Then I lodged a disputes tribunal claim and got a phone call from the NL manager.   He said I should have talked to him and paid up right away as he knew they would lose in court. 

The ipod -- i had to argue a long time with them about that one before they agreed to a special 'one-off' just for me. 


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  Reply # 1017802 3-Apr-2014 12:13 Send private message

surfisup1000:
KiwiNZ:
trig42:
Geektastic: Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.


Harveys and Noels always come out low in those (one year DSE was the worst, didn't see them in there this year).

I take all of those survey results with a grain of salt. I cannot explain why they are always rated low - if they were that bad, they would go out of business wouldn't they?

Of all the people I know that have bought things from either Harveys or Noels, I know that way way less than 50% of those people have told me about bad service they have got from them. I think it is usually a case of pick on the tall poppy (like Microsoft, Telecom, Vodafone...)


Over the years I have purchased a lot of kit from both Harvey Normans and Noel leeming, I can honestly say that I have never had a bad experience with either of them.  I can't say the same for LV Martin.


noel leeming do not recognize the CGA. 

I had my ipod fail after 2 years, and my F&P fridge fail.   

With the F&P case, I spoke and argued many times with the store.  Then I lodged a disputes tribunal claim and got a phone call from the NL manager.   He said I should have talked to him and paid up right away as he knew they would lose in court. 

The ipod -- i had to argue a long time with them about that one before they agreed to a special 'one-off' just for me. 



They have no choice the CGA is not optional




Mike

 Interesting. You're afraid of insects and women. Ladybugs must render you catatonic.

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  Reply # 1017811 3-Apr-2014 12:41 Send private message

Geektastic: Customer service is not the greatest asset of many NZ businesses.

I had Fair Go on in the background whilst making supper last night and they reported a Consumer survey results on the subject relating to electrical retailers.

Harvey Norman & Noel Leeming were rated at about 48% for customer service. If I was running either of those, I would be horrified.

Even the best was only 81%.

I can't work out whether it because we accept low standards as normal or because management cannot manage well enough to drive those numbers to more than 90% which is where they ought to be. Or both.


and nz retailers wonder why so many buy online from overseas companies.

i've had better customer service from amazon than 99% of nz companies.

my post haste experience has been generally very good.


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  Reply # 1017815 3-Apr-2014 12:49 Send private message

If you have a problem with a courier put the problem back on the sender to resolve. If it's not arrived then they should be chasing it up, not you. If still no luck then start a charge back. I have had a company pace me another unit when their useless company couldn't find one and I said that I either had the drive in my hand by 5:30, or a refund or I was starting a charge back for them not delivering.




Richard rich.ms

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