Let me tell you a story I experience since last wednseday. I'm not quite sure to which genre this story belongs to. Is it a comedy? Or rather a horror story? Or a drama?
Anyways it all begins in August 2007, when one of my flatmates moves out and fills in this form to forward his mail to his mom's address. By mistake he writes my name on it as well because he beliefs he has to indicate someone who will be living in this place afterwards. Then, 3 months (!) pass by and nothing happens.
Now last wednesday my ex-flatmates mom calls me and tells me that she always gets my mail and she can't give it back to the postman because he refuses to take it cause this is my new address in their system (and I don't get any mail since around 2 weeks). We agree that she'll send it in a new envelope to my address and I'll pay the post office here a visit. I did that on thursday and the lady there after some blablabla writes down my name, address and my ex-flatmates name on a blank sheet and tells me she will proceed that as a customer complaint.
Today, one hour ago I get another call from my ex-flatmates mom and she tells me that it has been sent back once again to her. Ok, already a bit pissed off I decide to go to the post office here again. And now the real story starts:
I explain the employee on the counter the situation and first thing she answers me: "that is not our mistake" - yeah, well sure but who cares, I don't give a damn about that, I was actually there to make it change and not to blame anyone. Ok, then I tell here that she needs to change that in the system: "oooh, we can't do that, that can be done only by those upstairs" (who are of course not there on a saturday). ok, then she says something that the postman has to get this info. I tell her that it must be a mistake in the system because my name is still on the mailbox. And that it was quite strange because suddenly my name on the mailbox was crossed and I had to put a new "name tag". "Ooooh, but postmen are not allowed to do that, I must have been someone else" - yeah sure, someone else, coincidentally scratches my ex-flatmates name (the one who moved out) and mine with the same blue pen and didn't cross the names of my other two flatmates - probably this mysterious "someone" was one of my current flatmates... anyways, what could we do. fill in a form, of course - that's what you always do in such situations. it took her ages to fill it in because she didn't have a clue about that form neither did her colleague from the next counter. And in the end she finally says "Ok, let's hope it's gonna work like that!" - Excuse me? Hope? Noooo, now it has to work otherwise it will definitely be your mistake :)
Now key question for students like me who study marketing and always hear stuff about alignement of words and action: Does this experience support the following, very nice statement Swiss Post has on their website?
Anyways it all begins in August 2007, when one of my flatmates moves out and fills in this form to forward his mail to his mom's address. By mistake he writes my name on it as well because he beliefs he has to indicate someone who will be living in this place afterwards. Then, 3 months (!) pass by and nothing happens.
Now last wednesday my ex-flatmates mom calls me and tells me that she always gets my mail and she can't give it back to the postman because he refuses to take it cause this is my new address in their system (and I don't get any mail since around 2 weeks). We agree that she'll send it in a new envelope to my address and I'll pay the post office here a visit. I did that on thursday and the lady there after some blablabla writes down my name, address and my ex-flatmates name on a blank sheet and tells me she will proceed that as a customer complaint.
Today, one hour ago I get another call from my ex-flatmates mom and she tells me that it has been sent back once again to her. Ok, already a bit pissed off I decide to go to the post office here again. And now the real story starts:
I explain the employee on the counter the situation and first thing she answers me: "that is not our mistake" - yeah, well sure but who cares, I don't give a damn about that, I was actually there to make it change and not to blame anyone. Ok, then I tell here that she needs to change that in the system: "oooh, we can't do that, that can be done only by those upstairs" (who are of course not there on a saturday). ok, then she says something that the postman has to get this info. I tell her that it must be a mistake in the system because my name is still on the mailbox. And that it was quite strange because suddenly my name on the mailbox was crossed and I had to put a new "name tag". "Ooooh, but postmen are not allowed to do that, I must have been someone else" - yeah sure, someone else, coincidentally scratches my ex-flatmates name (the one who moved out) and mine with the same blue pen and didn't cross the names of my other two flatmates - probably this mysterious "someone" was one of my current flatmates... anyways, what could we do. fill in a form, of course - that's what you always do in such situations. it took her ages to fill it in because she didn't have a clue about that form neither did her colleague from the next counter. And in the end she finally says "Ok, let's hope it's gonna work like that!" - Excuse me? Hope? Noooo, now it has to work otherwise it will definitely be your mistake :)
Now key question for students like me who study marketing and always hear stuff about alignement of words and action: Does this experience support the following, very nice statement Swiss Post has on their website?
We think and act in a customer-oriented manner
Customers are at the heart of our every thought and action. Our company recognizes their needs at an early stage and acts correspondingly.
Hopefully not to be continued!
Hopefully not to be continued!
2 Responses:
Gosh, sounds a bit familiar...
There was a guy who was living in my WG once and though he moved they never sent them his post to his current address. And the funniest was: on every envelope, there was his current address written, afterwards scratched and our address written... he was passing by every 2weeks to get his post cause he had given up explaining Swiss Post about it...
Upps, sorry, it wasnt supposed to be a pesimistic reply.. ;)
hopplaschorsch
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