New forward service from NZ Post: YouShop

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1059 posts

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#1195638 11-Dec-2014 16:48

nzpostbm: Unfortunately due to a surge of parcel activity at our US warehouse over the last week, there have unfortunately been delays in processing parcels.

Additional resources have now been added to the US warehouse team to assist in clearing the parcel backlog, and processing should return to normal tomorrow.

Many apologies to the YouShop customers that have experienced delays over the last week.

Why aren't parcels scanned when they arrive at the warehouse and an automated email sent to let us customers know the items are in your hands? Every other freight forwarding company in the chain does it with every movement of an item, my current parcel has been with you for six days at your warehouse according to UPS but no notification from YouShop it is actually there.

nzpostbm

42 posts

Geek
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NZ Post

#1195677 11-Dec-2014 17:04

@NzBeagle - Can you please wait one more working day. If no parcel notification is received, please contact NZ Post Customer Support.

@MichaelNZ - Unfortunately parcel volumes have far exceeded our forecasts which has impacted our normal service performance. We will be reviewing operational procedures and ensuring these issues don't re-occur.

@clevedon - If your parcel notification is not received overnight, please contact NZ Post Customer Support.

nzkiwiman

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#1196191 12-Dec-2014 12:09

I just had 7 parcels arrive at the YouShop Warehouse, I got notifications on 6 of them at the same time and paid for them
7th is still "in the system somewhere" but I am in no rush to pay for it so don't need the notification it has arrived yet anyway.

MichaelNZ

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Net Trust Ltd

#1196192 12-Dec-2014 12:19

nzpostbm:
@MichaelNZ - Unfortunately parcel volumes have far exceeded our forecasts which has impacted our normal service performance. We will be reviewing operational procedures and ensuring these issues don't re-occur.

We are now over a week (since confirmed delivery at your supplier's address in Portland) and this excuse is wearing a bit thin. By this time frame, you must be massively understaffed. The 'Christmas rush' was entirely foreseeable.

Every business in this industry knows they need to get more staff on for December.

"We're in a busy period".

This seems to be a popular excuse used by large companies these days to justify their lack of service. Vodafone's been using it consistently for months.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

Linuxluver

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#1196199 12-Dec-2014 12:27

My three parcels have now all been processed and paid for at "the warehouse". Two have been shipped out. The lag from external delivery to the warehouse and appearing in the YouShop warehouse was no more than 2-3 working days for me.

I have used comGateway.com in the past. They delivered about the same level of service. Parcel volume is hard to predict. One news story about 'a thing' can see a sudden surge no one could possibly anticipate.

Continued breathing has so far been an excellent solution for any impatience on my part. ;-)

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Kthulhu42

34 posts

Geek
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#1196227 12-Dec-2014 12:58

@MichaelNZ: You're talking to a customer service rep who doesn't make any company decisions. You're like an old man yelling at a checkout cashier because the price of his favourite biscuits went up.

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MichaelNZ

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#1196234 12-Dec-2014 13:03

Kthulhu42: @MichaelNZ: You're talking to a customer service rep who doesn't make any company decisions. You're like an old man yelling at a checkout cashier because the price of his favourite biscuits went up.

You sound like someone who is in the habit of blaiming the customer. You know what, if you can't handle sorting the issue out, you can forward it up the chain.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

NzBeagle

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#1196237 12-Dec-2014 13:05

Is the operation in Portland contracted out or actually NZ Post's own business?

It is quite annoying as I might need to pursue my item further with either NZ Post or Amazon sooner rather than later, but I'm waiting until tomorrow, hoping, breathing as per LinuxLuver's advice, before I do so. But as you said, BM might not be best for calling the shots, but feedback can be passed on.

MichaelNZ

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#1196238 12-Dec-2014 13:08

NzBeagle: Is the operation in Portland contracted out or actually NZ Post's own business?

It's contracted:

http://www.oiaglobal.com/en/

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

nzkiwiman

2585 posts

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#1196438 12-Dec-2014 16:52

At 1.30pm I received the notice that the parcels I paid for at 9.30pm have shipped.
So, aside from one missing parcel which I covered before, no issues for me at all even on this busy season

booyah

82 posts

Master Geek

#1196447 12-Dec-2014 17:20

My parcel arrived 2 days ago no sign of it in youshop yet

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andrewNZ

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#1196490 12-Dec-2014 18:18

MichaelNZ:
nzpostbm:
@MichaelNZ - Unfortunately parcel volumes have far exceeded our forecasts which has impacted our normal service performance. We will be reviewing operational procedures and ensuring these issues don't re-occur.

We are now over a week (since confirmed delivery at your supplier's address in Portland) and this excuse is wearing a bit thin. By this time frame, you must be massively understaffed. The 'Christmas rush' was entirely foreseeable.

Every business in this industry knows they need to get more staff on for December.

"We're in a busy period".

This seems to be a popular excuse used by large companies these days to justify their lack of service. Vodafone's been using it consistently for months.

As a former NZ Post employee, I can say that predicting volumes is difficult at best, and once you realise you were wrong it's VERY hard to get on top of the situation.
These problems snowball fast. If you get double your maximum expected volume for one day, it could take a week or more to clear the backlog.

It takes time (several weeks) to find and train staff and even then they take months to come up to speed. You simply can't expect existing staff to work 16 hour days to pick up the slack, especially at this time of year.
They also can't go to extremes overstaffing without increasing prices or losing massive amounts of money.

I understand your frustration, but the reality is there is nothing that can be done now except let the staff do their jobs and let the company learn for next time.

I really can't emphasize enough just how hard it is to predict volumes. All you have to go on is historical volumes, guesswork and witchcraft.

MichaelNZ

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#1196492 12-Dec-2014 18:21

andrewNZ:
I really can't emphasize enough just how hard it is to predict volumes. All you have to go on is historical volumes, guesswork and witchcraft.

Tell me more - is this white or black magick?

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

andrewNZ

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#1196508 12-Dec-2014 18:48

MichaelNZ:
andrewNZ:
I really can't emphasize enough just how hard it is to predict volumes. All you have to go on is historical volumes, guesswork and witchcraft.

Tell me more - is this white or black magick?

It's a mix, grey.

Here's how it works. (random values ahead)

Black friday last year, you had 1000 items per day for two weeks (a sizable increase in volume), and your service has increased in popularity five fold since then. That's a rough value of 5000 items per day.

Say a person processes 500 items per day, you'll need 10 people.

Your gut says it'll be bigger so you get all 15 people available to be safe. A 50% buffer is pretty respectable.

On day 2 you are massively behind, and when you tally up you discover that the previous days total was 10000.

You are now losing ground at a rate of 2500 items a day. By the end of the fortnight you'll have 25000 carryover that you have to process on top of normal volumes.

clevedon

1059 posts

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#1196586 12-Dec-2014 20:54

andrewNZ:
MichaelNZ:
andrewNZ:
I really can't emphasize enough just how hard it is to predict volumes. All you have to go on is historical volumes, guesswork and witchcraft.

Tell me more - is this white or black magick?

It's a mix, grey.

Here's how it works. (random values ahead)

Black friday last year, you had 1000 items per day for two weeks (a sizable increase in volume), and your service has increased in popularity five fold since then. That's a rough value of 5000 items per day.

Say a person processes 500 items per day, you'll need 10 people.

Your gut says it'll be bigger so you get all 15 people available to be safe. A 50% buffer is pretty respectable.

On day 2 you are massively behind, and when you tally up you discover that the previous days total was 10000.

You are now losing ground at a rate of 2500 items a day. By the end of the fortnight you'll have 25000 carryover that you have to process on top of normal volumes.

Nice story, but most of the bad feedback of YouShop currently is there is not so much the delay in them actually shipping items they have in hand, but acknowledging they actually have them in the first place. Why aren't parcels scanned when they are off loaded at the YouShop warehouse, signed for and received and customer notified - like very other freighting company does. Yes it's a busy time of year and I'm not really phased by delays because of that, but for me it took them six days to say they had my parcel after they actually had it.

UPS, FedEx etc notify at every parcel movement, item gets to YouShop and the trail goes cold.

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