Feedback from Pos Malaysia

Dear Mischa,

We refer to your feedback received through Pos Malaysia Facebook on 16 January 2013 and would like to take this opportunity to thank you for bringing this matter to our attention.

First and foremost, please accept our apologies for the inconvenience and anxiety this matter may have caused you.

For your information, our investigation revealed that the Call Center agent did send a message to PPL Kuala Lumpur on 14 January 2013 at 1.30 pm to hold your parcel as requested by your goodself. We noted that you have made an attempt to collect the parcel on the same day but item was not available yet. For your information, the parcel was received by the centre only after 6.00 pm after the courier has completed his run for that day. Our sincere apology again for the inconveniences as our Call Centre agent should have communicated to you to collect the parcel on the next day.

Under normal circumstances, any messages sent through our system would normally be scanned by the PPL staff at the end of the day so that any actions taken will be communicated to the respective parties accordingly and also to assist in delivery planning on the following day. Unfortunately, the PPL Kuala Lumpur staff in charge has overlooked the message resulting in the parcel to be sent for delivery on 15 January 2013.

The same has been conveyed and explained to you through our telephone conversation on 17 January 2013.

For your information, we have brought up this matter to the PPL Kuala Lumpur Manager. The staff in charge has also been counseled and counter measures have been taken to improve the process to avoid the same issues from recurring.

On behalf of Pos Malaysia Berhad, we would like to apologize for any inconvenience caused with regard to this matter. You may contact our Customer Service Centre through PosLine at 1-300-300-300 from 8.30 a.m. to 8.00 p.m. on Monday to Friday and from 8.30 a.m. to 5.00 p.m. on Saturday (except on 1st Saturday of the month and Public Holidays) for assistance. Alternatively, we can also be contacted via email at care@pos.com.my

Thank you and warm regards.

Fauziah Mat Nuri
Customer Care