admit it, most of us have to rely on the post office because they're half cheaper than the couriers. i am so tempted to ship the t-shirts
to my customers through any courier by now, but looking at the exhorbitant rate, i digress. it costs almost as much as the t-shirt itself.
back to the main point. i've been going to this Pos Malaysia website
day and night to calculate the shipping cost. according to the site, frantic parents can send to their son who's in oversea an expensive watch through the insured mail service. it doesn't say anything about registering, 'cos what puzzles me is, i can also insure my mail if it's registered by ticking on the option on the label, which is the understanding of the postal workers. my understanding is, the website has separate pages for registered mail and insured mail, they are two different things. don't believe me? look here: insured mail
v registered mail
yesterday i sent the t-shirt to my first international customer. the worker who attended to me was an elderly, and what he charged me was what a normal air mail would be plus the insured mail fee of RM 5. today i went again, he wasn't there, and everyone else was saying that in order to insure my mail, i had to register it as well. so i was quarreling with one of them until he showed up, and he said yesterday's mail was a mistake, since i was the very first (and i'm sure the very last) to request for insured mail. i told him about the website, and he told me that it needed to be registered only, there was no need to insure it at all. then i went to find some glue for the stamps, when i came back he asked me whether it was an item exceeding RM 100 and i said yes (although further calculating while driving home made me realize that it's RM 10 short), so he succumbed to me, while the other worker who treated me like shit was grunting under his breath. it was insured on top of the stamps and registration. so yes, all of them together. however, the site doesn't state that an item sent overseas has to have a minimum value, but whatever.
what dreads me is that i have many more t-shirts to send, and i have to go there because the workers at the other post office don't even know what insured mail is (i've been there and asked them, the disadvantage of a small town). i wouldn't even care how they wanted to post my mails if not for the website saying that my mails would be super ultra safe if they're insured. in fact i sent an e-mail to Pos Malaysia a week ago that is still unanswered, asking about the difference between insured mail and registered mail. i'm doing a business here, i want all my customers to receive the t-shirts, and the assurance that i get compensated if those tees ever get lost. since the worker insisted to register although i only insisted to insure, he did both and the shipping fee just now was much more than what my customer paid me (on our agreement after i calculated the rate based on the air mail plus the insured mail fee, since the insured mail page on the website doesn't mention anything about registrating the mail). i'm sure the other mails after this would exceed what my customers have paid me too.
shipping cost aside, i just want to know how the insured mail system works. the postal workers themselves were not clear on the services that they offer, 'cos i could tell that for them, insured mail was that option on the registered mail label, and nothing else. hey, i can admit i'm wrong if i'm wrong, but at least provide me a satisfactory answer? if there's no such thing as a separate insured mail, how come there's a page explaining about it, thus separating it from the registered mail? and the fact that it has its own tiny pink stamp with the word 'insured' that you have to stick on the mail, surely that's different than the insured registered mail (you know, the 'insured' box on the label)? were the workers right or was i so gullible to follow word-by-word of what the website was saying?
from this, i can write about a lot of other things that are not quite right with the customer service in Malaysia. not that i've ever been outside, i know that things are more or less the same too anywhere else, but this kind of thing irks customers like me who have done a research beforehand, so that we're clear about how the system works, only to be told that it works otherwise. the website explains one thing and the workers saying another. great. just what i need.
just a couple of my former experiences:
- a few years back, a Courts Mammoth salesman with a supposedly IT diploma told me that there's no such thing as connecting the computer to the hi-fi. i, however, found that it's easy to do with the right cable.
- a year back, i asked a TM officer about how did the hotspot work since i was promised free hotspot for two years but i didn't get my card, but she kept telling me that the only hotspot service available in Alor Star at that time was around Menara Alor Star, thus not answering my question. i still haven't gotten my hotspot card until now, and i only got another year left of free hotspot.
so was this postal case another such blunder or was i totally wrong to believe the website?
and don't get me started with some of the websites of the courier providers in Malaysia. i find that most of them don't have a working rate calculator, some even look like they're designed by clueless html noobs. i tried to send a message to one of them through a form provided but even that wasn't working!
the only good customer service i've experienced was when i complained to Sony Malaysia that their website didn't update the prices of the MD players. the officer (forgot her name, my hotmail account has since expired numerous times) e-mailed me just after a few days and they revamped the whole shopping section because of my complaint.
sorry if i'm all over the place, listing points is not my strength.
so what are your comments and experiences? i'm sure everyone has gone through this >.>