The ghastly saga continues...
Further repeated attempts to use the website having failed, I tried the
Customer Services telephone line again. I lost track of the time it
took, and the number of key presses, to reach the stage where I could
actually begin the process of requesting a redelivery. It included
again, of course, the lo-o-ong information about how convenient it would
be for me to go the Sorting Office. So (as everyone is saying nowadays),
I start making the actual request - none of your speaking to a human
bean of course, all done by robot on their side and key pressing on
mine, with the occasional spelling out of difficult bits like surname
and post code.
Finally get to the end of it all - and am told that they can't process
my request so I must hold the line and speak to a real, live person. So
(everyone does it over and over, too) I hold ... and I hold ... and I
hold. From time to time the robot tells me how much they value their
custom, but never admits to having far too few staff to deal with the
workload. Eventually I could wait no longer and gave up.
Went back on the website and used the Contact Us form to spell out a
lengthy and very angry complaint. A couple of days later they replied.
Apparently the online process is designed to be "easy and convenient for
customers" - it wasn't, it didn't work. But apparently, they check my
details against the details they hold of my Credit or Debit Card and
perhaps my bank records my address in a different way. (Whoa there! I
never put my card details on the website so they're going to some
outside agency to check up on me.) However, I could go to my local Post
Office and get a form filled in there - she neglected to point out how
this might be more convenient than going to the Sorting Office. But she
did remember to assure me that all their staff are highly trained and
she's so pleased I brought this matter to their attention.
Bah! In fact, triple bah! with bars on.
And while we're on the subject, why can I have an Amazon parcel
delivered to my local PO for free, zilch, zero, nothing but have to pay
70p if I want Royal Mail to re-deliver something there?
(I still haven't got my parcel.)
Jenny M Benson