SmartStamp update

[TrueBlueTerrier]

http://www.royalmail.com/customer-servi ... fficulties" onclick="window.open(this.href);return false;

Website Technical Difficulties
SmartStamp update

I would like to provide a further update about the technical difficulties some of our SmartStamp customers are continuing to experience.

We said on Thursday that we would contact those customers whose payment cards have been debited twice once we had reviewed customer records. We will be in contact and are working to credit their accounts in full over the weekend. We will also be making an additional payment of £25 as a gesture of goodwill.

As we said on Thursday, we know that other problems are occurring for users of the SmartStamp and Online Postage applications. For example, some customers have not been able to see the result of a top up to their pre-pay account. To help those customers, we have a dedicated helpline to deal with any individual issues and resolve them as quickly as possible. The helpline telephone number for SmartStamp and Online Postage customers is 0845 600 1334. This will be open between 9am and 2pm today and 9am and 1pm on Sunday 11th December.

For all other customers, our normal helpline should be used. The telephone number 08457 740 740. I would like to sincerely apologise to you for the disruption at this key time of the year for our customers. We do really appreciate the level of inconvenience this is causing many of our SmartStamp and Online Postage customers. Capgemini, who manage the website on Royal Mail’s behalf, are working hard to return the website to normal. All other applications on the Royal Mail website, apart from Pricefinder, are operating normally.

We will keep updating you about our progress as we strive to restore services to normal.

Gary Simpson
Chief Customer Officer
Royal Mail

[Lounge Lizard]

Not so smart now then.

[TanPurrs]

I have to admit i really love the smart stamp system when all is working as it should but i have been very disappointed with the implantation of a newer system right on small retailers bustiest time of the year :( Using smart stamp saves me so much time with printable posting labels and stamps,bulk printing and with print off posting certificates. Without that i have to print one at a time on the online system and one posting cert which takes so much more time. When this time of year arrives my order from my online shops go through the roof and i have to do all the orders myself therefore smart stamp is such a needed time saver if it's working.

May i ask why implantation an upgrade at this time?

And also please can the system of storing card information for topping be brought back? In the previous system it was great and quick with only needing to enter the sec code each time now... i have to enter all info every time i top up :(
It's all down to how quick small businesses can get the orders out all the little things really do help to save time

[Terryk]

It gets worse. Can't print with Smartstamp so go to the local post office today and Horizon is down so they can't do much either. Might mean the peak for postings is now Tuesday rather than today!

[fbsales]

Hi All

It would seem that a company (Capgemini) is the cause of the problem so say Royal Mail here:

http://www.royalmail.com/customer-servi ... fficulties" onclick="window.open(this.href);return false;

So why not tell Capgemini what you think of the mess that is now Smart stamp

http://www.uk.capgemini.com" onclick="window.open(this.href);return false;

Tom Barton
Head of Communications
TEL: 0870 238 2491

tom.barton@capgemini.com

http://www.linkedin.com/in/twabarton" onclick="window.open(this.href);return false;

http://www.twitter.com/tomsmiled" onclick="window.open(this.href);return false;

Mods please note:- All this info is from the Capgemini website

If enough of us Smart Stamp users contact Tom Barton we might see things done


Hope this helps

Dave