NZ Post Customers Services

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lousietoby95

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#141225 5-Mar-2014 12:54

Hi,

I sent a phone by express post to Canada ! The post said me it's gonna arrive in 4 days !
I send it on the 20 january and we are the 5th March ! They didn't find the first adress,
I gave a second one and they ask to pay 150 canadian dollars fees ! Now it's back in New Zealand from 2 weeks !

I tried everything to have it back, I called them a thousand times, every day ! They always forgot to process my application ! I always have to call them back to ask to do it now ! They always appolagize but don't do anything to be better !

Now after more than one month , they finally say that it's at the post office and I'll have to pay a minimum of 50 NZ dollars ! I just can't believe it !

I sent my Iphone to Amerca to repair it because it's an american model and there is no Official Apple Store in NZ. My 1-year warranty is over since the 3rd of March now, because of the post, I have to buy a new one !

Does anybody knows if the post insurance may concider this kind of problem ?

Thx

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Geek @ Coastguard NZ
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#999429 5-Mar-2014 13:37

I sent a box with $5000 worth of equipment in it to the US a few weeks ago (no express) - most painless experience Ive had with NZPost ;)

The box arrived about 4 days later with the recipient :)

You can try arguing it out with them, but make sure youve got paperwork/emails to show what happened.

Are you sure you were sending your phone to the right address ?

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Geektastic

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#999430 5-Mar-2014 13:38

All too common I am afraid - sometimes it works well but this is more common. One local business round here actually has a sign up saying 'All care but no responsibility'!

You could try writing to the Chief Exec Brian Roche personally, telling him how poorly his company performs.

lousietoby95

2 posts

Wannabe Geek

#999454 5-Mar-2014 13:55

Thank you for the tips ! Yes it was two right adresses :/

nigelj

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#999537 5-Mar-2014 14:53

Geektastic: All too common I am afraid - sometimes it works well but this is more common.

OP's post reminds me of an incident with an Amazon parcel earlier this year. For a postal service NZ Post really struggle with addresses.

My case I had a parcel arrive via i-Parcel which then hit the NZ Post ParcelPost network (with a custom printed NZ Post tracking code - one with the big matrix barcodes with the address encoded in it), after a week stuck as 'Accepted' I was advised that the reason I hadn't got it was because the address was unreadable/invalid. The only thing missing from the address provided to Amazon was an RD number (funny enough I'd provided the postcode which is a 1:1 relationship to the RD number), after going through their processes to fix it, I observed under their 'Fixed Address' sticker, that the valid address was not only readable but valid - including the matrix barcode.

NZ Post didn't respond to my query about what made it invalid and what feedback I needed to forward to Amazon/iParcel...

So yeah, I really sympathize with OP, I've used the express courier services a few times now (on the receiving end in Australia and as the sender here), my experiences all good, except, (and this could be the stumbling block for OP) due to the fact that everything has to be handwritten on the form, the address details may become unreadable - at least that's the impression I always got when filling out the form, especially with the horrible in postshop pens.

Beware of any of the insurance exclusions - there are a alot! http://www.nzpost.co.nz/home/sending-internationally/compensation-prohibited-items#limitations-exclusions

Buzz Bumble

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#999677 5-Mar-2014 18:50

lousietoby95: I sent my Iphone to Amerca to repair it because it's an american model and there is no Official Apple Store in NZ.

True, there's no official Apple Store here, but there are quite a few official and unofficial iPhone repair shops here ... but, depending on what's wrong with it, Apple has a tendency to replace the iPhone or iPod (with the same model) rather than actually fix it and send your one back to you.

Geektastic

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#999866 5-Mar-2014 22:02

nigelj:
Geektastic: All too common I am afraid - sometimes it works well but this is more common.

OP's post reminds me of an incident with an Amazon parcel earlier this year. For a postal service NZ Post really struggle with addresses.

My case I had a parcel arrive via i-Parcel which then hit the NZ Post ParcelPost network (with a custom printed NZ Post tracking code - one with the big matrix barcodes with the address encoded in it), after a week stuck as 'Accepted' I was advised that the reason I hadn't got it was because the address was unreadable/invalid. The only thing missing from the address provided to Amazon was an RD number (funny enough I'd provided the postcode which is a 1:1 relationship to the RD number), after going through their processes to fix it, I observed under their 'Fixed Address' sticker, that the valid address was not only readable but valid - including the matrix barcode.

NZ Post didn't respond to my query about what made it invalid and what feedback I needed to forward to Amazon/iParcel...

So yeah, I really sympathize with OP, I've used the express courier services a few times now (on the receiving end in Australia and as the sender here), my experiences all good, except, (and this could be the stumbling block for OP) due to the fact that everything has to be handwritten on the form, the address details may become unreadable - at least that's the impression I always got when filling out the form, especially with the horrible in postshop pens.

Beware of any of the insurance exclusions - there are a a lot!

It took me ages to get them to amend their electronic address system: they had two listings for 123 Whiteacres Road - one in our village (correct) and one in a location over 20km away (address does not exist!)

Since some companies use that to print automatic shipping labels for parcels, we used to get stuff going on a tiki tour because the first address that came up was the wrong one that doesn't exist!

Eventually, after MANY months, I managed to get NZ Post to delete the incorrect one. I even had to resort to sending them annotated maps...!!

Elpie

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#999915 6-Mar-2014 01:00

lousietoby95: Hi,

I sent a phone by express post to Canada ! The post said me it's gonna arrive in 4 days !
I send it on the 20 january and we are the 5th March ! They didn't find the first adress,
I gave a second one and they ask to pay 150 canadian dollars fees ! Now it's back in New Zealand from 2 weeks !

This has nothing to do with NZ Post. All items valued over CAD$60 are charged duty and taxes plus a brokerage fee. This is charged by Canada and Canada Post arranges the collection of these charges. These have to be paid by the recipient before the parcel is delivered to them. If they weren't expecting your phone or they didn't want to have to pay the customs import charges then they would refuse payment and the item would be sent back to New Zealand. It sounds very much like this is what happened with your phone. If they had accepted it and then repaired it and sent it back then they have to pay fees again to export it. You could have also found yourself having to pay import fees to New Zealand.

I don't think you will get anywhere if you try to claim against NZ Post because it was your responsibility to send the phone to the right place and to know what fees needed to be paid.

If Apple told you to send your phone there then you should complain to Apple. I've never heard of Apple asking for returns to be sent to Canada or the US though. There are repairers in NZ and the nearest official Apple store is in Australia, not North America. Apple also has a worldwide warranty and doesn't usually expect people to send their devices half way across the world.

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#999961 6-Mar-2014 09:05

Elpie:
lousietoby95: Hi,

I sent a phone by express post to Canada ! The post said me it's gonna arrive in 4 days !
I send it on the 20 january and we are the 5th March ! They didn't find the first adress,
I gave a second one and they ask to pay 150 canadian dollars fees ! Now it's back in New Zealand from 2 weeks !

This has nothing to do with NZ Post. All items valued over CAD$60 are charged duty and taxes plus a brokerage fee. This is charged by Canada and Canada Post arranges the collection of these charges. These have to be paid by the recipient before the parcel is delivered to them. If they weren't expecting your phone or they didn't want to have to pay the customs import charges then they would refuse payment and the item would be sent back to New Zealand. It sounds very much like this is what happened with your phone. If they had accepted it and then repaired it and sent it back then they have to pay fees again to export it. You could have also found yourself having to pay import fees to New Zealand.

I don't think you will get anywhere if you try to claim against NZ Post because it was your responsibility to send the phone to the right place and to know what fees needed to be paid.

If Apple told you to send your phone there then you should complain to Apple. I've never heard of Apple asking for returns to be sent to Canada or the US though. There are repairers in NZ and the nearest official Apple store is in Australia, not North America. Apple also has a worldwide warranty and doesn't usually expect people to send their devices half way across the world.

While this is all true, one of the options for reason for sending goods on the declaration is "Returned Goods" which would not incur customs charges (provided some evidence such as an RMA number was included on the outside of the box). It's certainly not NZ Post's responsibility to ensure you correctly declare goods you're sending.

OP; the $50 charge when it was returned was because if goods are rejected/returned by the foreign carrier, you agreed when you filled in the customs declaration that you would be liable for postage charges on the return leg of the carriage as well - and you were even warned that the cost of which may exceed the original postage in the first place.

Kopkiwi

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#1000047 6-Mar-2014 11:39

Lets just call a spade a spade. NZ Post are an absolute joke and it wouldn't be the worst thing in the world if they went belly up and closed their doors.

trig42

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#1000077 6-Mar-2014 12:08

Kopkiwi: Lets just call a spade a spade. NZ Post are an absolute joke and it wouldn't be the worst thing in the world if they went belly up and closed their doors.

Really?
What do you suggest is put in it's place so that people can have things sent to them?

I find NZ Post pretty good for the most part. I do hate the queues in their stores (but this probably shows that they are still useful - people queue up to use them every day).

Kyanar

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#1000079 6-Mar-2014 12:11

Kopkiwi: Lets just call a spade a spade. NZ Post are an absolute joke and it wouldn't be the worst thing in the world if they went belly up and closed their doors.

So NZ Post are a joke because OP can't fill out a customs declaration correctly and didn't read the conditions of carriage? Yeah, no.

andrewNZ

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#1000087 6-Mar-2014 12:30

Kopkiwi: Lets just call a spade a spade. NZ Post are an absolute joke and it wouldn't be the worst thing in the world if they went belly up and closed their doors.

That's very harsh IMO. Every other company in the country that you think does a better job, is probably either faking it or lying about it. At least NZ Post is honest and up front.

For the most part, NZ Post has no part in this aside from having to deal with a confused angry customer. They took the parcel and past it on to Canada Post (and paid them), after that it's out of their hands.

I'm not sure you realise the impact NZ Post has on the postal industry as a whole in NZ. As it stands now, If NZ Post closed up shop, there would be no postal service in this country at all. Every other postal company uses NZ Post's network to at least some extent. Most rely on it 100%.

Geektastic

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#1000094 6-Mar-2014 12:36

I have to admit to only using FedEx when I send things overseas now.

jeffnz

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#1000110 6-Mar-2014 12:57

Geektastic: All too common I am afraid - sometimes it works well but this is more common. One local business round here actually has a sign up saying 'All care but no responsibility'!

You could try writing to the Chief Exec Brian Roche personally, telling him how poorly his company performs.

and you base your comments on what exactly, as has been said it seems it sisn't entirely NZ Posts fault so saying this is all to common would suggest you have access to other information that you are basing this on.

The sign means nothing as you can't contract out of the CGA and is most likely a hangup from the last century, no different to what you would find in most countries I would guess.

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Kyanar

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#1000169 6-Mar-2014 14:18

jeffnz:
Geektastic: All too common I am afraid - sometimes it works well but this is more common. One local business round here actually has a sign up saying 'All care but no responsibility'!

You could try writing to the Chief Exec Brian Roche personally, telling him how poorly his company performs.

and you base your comments on what exactly, as has been said it seems it sisn't entirely NZ Posts fault so saying this is all to common would suggest you have access to other information that you are basing this on.

The sign means nothing as you can't contract out of the CGA and is most likely a hangup from the last century, no different to what you would find in most countries I would guess.

This is normal for Geektastic. He spends 99% of his time on Geekzone complaining about how horrible NZ is compared to the UK, much like a certain other person spends 99% of their time complaining how horrible NZ is compared to South Africa. Frankly I don't understand why people who clearly hate living here continue to do so.

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