Customer Service Giving Me The Run Around!

[sholland]

Hello. As title.
I filled out the online request as I have done on previous occasions.
Soon received the standard reply with a reference number:
"Thanks for contacting us. We'll allocate your email to one of our Customer Service advisors who will investigate this further. We aim to get back in touch within the next 3 working days. "

2 days later, received this reply:
"Thank you for contacting Royal Mail. I am sorry to inform you that we are unable to view any of the details regarding your query contained in your e-mail. Therefore, if you could please forward details of your query to us once again by clicking on the following link, we will be happy to help with your enquiry. . http://www.royalmail.com/report-a-problem" onclick="window.open(this.href);return false;"

SO, I did as instructed, sent the rather lengthy original query off yet again, using the link supplied. (Form looked same as before)
TEN days have now passed, absolutely nothing more from them!!

I can only assume that the excuse of not being able to read the text on the document I submitted was FALSE, just hoping I would go away! How can it be "unable to view"??!

I DO NOT want to phone in my original request, which is now probably leading to a separate more serious issue of a complaint about my treatment. The online form has worked in the past, and I see NO REASON why it should not work now - unless a worker knows something different?
I just want help from customer services.
PLEASE, if anyone on this forum can help me, it may also help to restore my faith in a decent level of customer service that I expect from a reputable organisation. I
Thanks, sholland

[fishtank]

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

Probably your best bet for specific advice.

[sholland]

Thanks for reply, but Twitter, Facebook etc are sites that I refuse to sign up to!
I use old fashioned e-mail (or paper) for correspondence.
I took a look at the link though, but could see nothing telling me how to resolve my particular problem.
Regards, sholland

[not me]

Thanks for reply, but Twitter, Facebook etc are sites that I refuse to sign up to!
I use old fashioned e-mail (or paper) for correspondence.
I took a look at the link though, but could see nothing telling me how to resolve my particular problem.
Regards, sholland

well what do you expect those on the forum to do?
The majority work in the mail centre/delivery side
you have been given a viable option.
if you choose not to do it then theres little we can do.

[sholland]

Thank you for replying. However I already stated my twitter/facebook feelings, which I thought were quite clear.
I do not expect any forum member to "DO" anything. I must admit, I was hoping that by the very nature of the title of my post, someone connected with customer services may have responded. Seems no such members are reading this, at the moment.
I work in customer services myself. (My specific complaint concerns PERSONAL mail). Admittedly, the multi-billion dollar outfit is based in USA. But, I would never expect a customer to have to resort to twitter to resolve a problem. But, is this the level Royal Mail has dropped to? I think not, as I DO have some faith in this organisation and employees! 99% of you do a fantastic job, all weathers. (Maybe 100%, I don't know!) THANK YOU!
I think my next steps might be:
1)Re-submit my complaint on line, for third time.
2) If still ignored, send a "stiff letter" (I have cardboard!) and hope for a response.
If all else fails, I see there is a complaints procedure I can follow. This, I hope will not be needed!
I am not knocking what I consider to be one of THE BEST Mail services in the World!
I just would like to resolve my problem that Customer Services cannot (or will not) see!
Thanks again,
sholland

[Patrick Clifton]

Glitches can happen.

O2 had a very big glitch the other week.
A few banks had a very public glitch hit their systems a few weeks back. I believe that still hasnt been fully sorted yet.

By your own admission, you have submitted an enquiry using the same system previously with no problem. Perhaps you should not be so quick to dismiss the possibilty that your message got lost in cyberspace.

[sholland]

Thank you for reply. Benefit of doubt, yes, I will try again.
Just that it seemed strange that everything else apart from content was readable. THEN, my next request has not got through either. 66% failure seems excessive.
However, I WILL try again, and hopefully get a reply. If not, watch this space!
Good job I am a patient and somewhat understanding individual.
best wishes,
sholland

[TrueBlueTerrier]

Sholland - in your next complaint I would slip in somehwere highly visbile the fact that as your complaint has not been handled to your staisfaction you reserve the right to go the "Postal Review Panel" http://www.royalmailgroup.com/our-custo ... view-panel" onclick="window.open(this.href);return false;

Although they are part of RMG, they are independent and work outside of Customer Services. That should concentrate the minds of those who handle your complaint.

[sholland]

Thanks TrueBlueTerrier, I think I will.
Just got back from work, so will see about completing the online form tonight.
Best wishes (and thanks to all moderators for this valuable forum)
sholland