NZ Post online support is hopeless

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robbyp

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#67496 2-Sep-2010 19:10

I purcahsed some stamps last week, and they were delivered a few days later,. However they never sent me a tax invoice. I contacted them via their online support system on Friday, and instantly got an email back to say I would get a reply within 24 hours. Even their website says I would get a reply by 5pm the next working day. However it is now almost 7 days dater, and no reply, despite me emailing them again a few days ago.

Under NZ law, they are required to provide me with a tax invoice within 4 weeks, as the amount is $50 and over. Wondered if anyone else had had problems with their online support. I could try phoning, but that is wasting my time, would cost them more due to an 0800 call from my cellphone, and is something that can easily be solved via email. Why do these companies have online support, when they don't actually have the resources to staff it.

heavenlywild

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#375962 2-Sep-2010 20:18

That's poor form I agree. However, as you know, there is a number you can dial to talk to a person directly. Why wait 7 days for an e-mail reply when you can get the answer straight away by calling the toll free number? You have most likely wasted more time and given yourself more stress by not giving them a call. Just my two cents.

robbyp

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#375974 2-Sep-2010 20:50

heavenlywild: That's poor form I agree. However, as you know, there is a number you can dial to talk to a person directly. Why wait 7 days for an e-mail reply when you can get the answer straight away by calling the toll free number? You have most likely wasted more time and given yourself more stress by not giving them a call. Just my two cents.

I agree, but whenever I am free and have the time to call them, they are closed. I did try at 5pm but gave up after 10 minutes of waiting on hold, so sending them an email is a lot more convienent. I don't know what telecom charge them for someone calling by mobile, but my call probably took away all the profit away from the sale. No wonder they need to put their stamp prices up.

graemeh

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#376224 3-Sep-2010 12:46

I bought stuff from them online. The tax invoice turned up in the mail some time later. I don't remember how much later though, I suspect it is a very manual process.

robbyp

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#376334 3-Sep-2010 17:02

graemeh: I bought stuff from them online. The tax invoice turned up in the mail some time later. I don't remember how much later though, I suspect it is a very manual process.

Thanks, I actually got the invoice today by mail, seperately. I have also just had a reply to the support ticket 7 days later. No wonder they are losing money, their systems are very inefficient, if they only communciated the ordering process when the order was placed, that invocies would be mailed at a later date. I guess that is government owned monopolies for you.