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Old 24-01-2013, 15:40   #121
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Re: I am sick of being Bullied by my Big Brother!

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Originally Posted by Lake-Effect View Post
How was it not an actual effort??

Your issue is that Purolator won't deliver to your door, and neither you nor your vendor knew that at the time.

Vince listened to your concerns, he apparently understood them, and he honestly informed you that they were not likely to add to-the-door delivery to your address. You seriously expect a company to change policy for ONE complaint? (Now if all of your neighbours used Purolator and they all complained... the company very well might give it more thought.)

Anyway, you know that they won't deliver to your door, and so you can specify a different carrier for future orders.
No, I seriously expect them to deliver the service they promise to those who ship to me. I suggest you actually read my posts, and if you really want to carry on defending them, then I also suggest we do it via PM. It seems a silly discussion to subject others to.
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Old 24-01-2013, 16:16   #122
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Re: I am sick of being Bullied by my Big Brother!

UPS and FedEx are ripoff artists whenever they can do it. Long experience not dealing with them here in Hawaii. They will only ship 2nd day air to the Islands which is 4 times the cost of priority mail. Priority mail delivery is typically 2-3 days from anywhere in the US. UPS 2nd day air is more like 4-5 day so they are half as fast and 4 times the cost. Don't mess with the Postal subsidies.

Canadian Post to the Islands isn't quite as good a deal as USPS Priority Mail but still way less than the guys in Brown and also faster delivery.

The real problem comes with Jerk businesses that will only ship with the Brown Guys. Needed a bronze piece that would easily fit in a USPS Flat Rate Box for $15.00 shipping cost. Since the piece, though small, was heavy, they were quoting almost the cost of the material to ship, something like $70. Must've called 10 metal suppliers and none would ship USPS despite explaining how their friendly Postman would drop off and pick up the boxes and they could do the postage online. Finally found a supplier who'd split the UPS cost. Just one of the joys of living at the end of the world. They call it the 'Paradise Tax.'
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Old 24-01-2013, 16:41   #123
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Re: I am sick of being Bullied by my Big Brother!

^ I would expect the company to front up and when asked to deliver to said address to reply" We can only offer to get your shipment part way the best we can do is."

I complaint was that they accepted the contract and then basically dump it someplace and tell people to sort it out. They can do this because no one complains. And yes I do expect corporations to listen to complaints and when they screw up, change policy. We buy their services, we do not owe them our business.
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Old 24-01-2013, 19:06   #124
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Re: I am sick of being Bullied by my Big Brother!

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^ I would expect the company to front up and when asked to deliver to said address to reply" We can only offer to get your shipment part way the best we can do is."

I complaint was that they accepted the contract and then basically dump it someplace and tell people to sort it out. They can do this because no one complains. And yes I do expect corporations to listen to complaints and when they screw up, change policy. We buy their services, we do not owe them our business.
Exactly! Well said.
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Old 25-01-2013, 08:12   #125
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Re: I am sick of being Bullied by my Big Brother!

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No, I seriously expect them to deliver the service they promise to those who ship to me. I suggest you actually read my posts, and if you really want to carry on defending them, then I also suggest we do it via PM. It seems a silly discussion to subject others to.
Hello Mike,

after investigating further into this situation, here is what I was able to find.

Your postal code is assigned to address on only two streets. Those two streets are non service points. They are non service points because they are classified as low population density.
The error that we made is that your postal code is active when calculating transit times and prices. We are currently working on deactivating the postal code. That way, when your sender verifies if we deliver to your location, it will no longer say we do.
Once again, I apologize for all the confusion and for the fact that we are not able to deliver right to your door.
I have also sent you and email with this information.

Regards,

Vincent
Social Media Coordinator
Customer Care Team

Purolator Inc.
E-mail: customer.care@purolator.com
Purolator - Home

Follow us on Twitter: http://bit.ly/XuqffI
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Old 25-01-2013, 08:23   #126
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Re: I am sick of being Bullied by my Big Brother!

That would be a reasonable explanation and remedy for that occurrence but what about where I paid for shipping to my door and I'm in an entirely different postal code and town than your agent/depot?
It seems to me that if you are going to stop this same situation from happening to your customers customers, that you will have to "deactivate" an awful lot of postal codes. Or at the very least, let people know that you do not/will not deliver outside a given radius of your nearest depot.
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Old 25-01-2013, 08:40   #127
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Re: I am sick of being Bullied by my Big Brother!

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That would be a reasonable explanation and remedy for that occurrence but what about where I paid for shipping to my door and I'm in an entirely different postal code and town than your agent/depot?
It seems to me that if you are going to stop this same situation from happening to your customers customers, that you will have to "deactivate" an awful lot of postal codes. Or at the very least, let people know that you do not/will not deliver outside a given radius of your nearest depot.
Hello Sir Rondo,

your situation is quite different. I would be happy to look into it. To do so, I will need more information from you. Could you send me an email with your tracking number, your address and the weight and size of the package? My email address is customer.care@purolator.com.
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Social Media Coordinator
Customer Care Team

Purolator Inc.
E-mail: customer.care@purolator.com
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Old 25-01-2013, 09:35   #128
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Re: I am sick of being Bullied by my Big Brother!

Hi Pury Man,

You had better do the same for me as well! In 2 towns. Mind you the delivery man in the one town you had service to would do a drive by. If no car in the drive way, you got an email telling you to pick up.

Come on your company takes the fee and then assumes that what ever service it offers will have to do. Since most private customers are low volume it is a good corporate tactic to limit the areas serviced by "home delivery". They are unlikely to squeal loudly.

So why you are deactivating most of Canada could you also deactivate the money grab as goods cross the border? Please and Thankyou!
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Old 25-01-2013, 09:40   #129
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Re: I am sick of being Bullied by my Big Brother!

Chrisgo-
"but I don't think USPS does pick ups,"
All you need is one Priority Mail item, and they will pick up any and all mail you have at the same time, all free.
UPS will indeed charge a fee--but that's actually negotiable with your volume. UPS rates are completely negotiable. And of course they'll pick up for free if you've got other outbound shipments. The big think with UPS and Fedex is that they want all of your shipping business, and every piece you send by another carrier, lowers your volume and raises your rates with them.
A big company, like West, can easily modify their order entry system so it pops up a flag when it gets an international order, and prompts the customer (or the operator) to ask questions, i.e. "Does such-and-so deliver to you? Is shipping by this-or-that carrier better for you?" before it calculates shipping.
Many just don't ask, because that's too complicated for them.

Peter-
"Priority mail delivery is typically 2-3 days from anywhere in the US. UPS 2nd day air is "
Yes and no, no, no. I have had USPS Priority Mail take 5 days on the East Coast when they estimated 2. The big difference is that USPS esimates probably delivery, while UPS and Fedex guarantee service terms. They don't always meet them--but they often do meet them as published. And UPS Ground normally is delivered overnight within about a 500 mile range, which the USPS simply never is.
Rates, xmas delays, weather...and plain stupidity apply to all of them including UPS. But their performance is, in the long run, very different, as are their services. Heaven help you if a Priority Mail envelope is misaddressed, it can take 2-3 WEEKS to get returned to you, with no tracking in between. At least with UPS, it comes back promptly and there's tracking at least once a day all the while.
Then there are a couple of real abortions where one of the carriers does the bulk hauling, and the USPS does the final delivery from a local PO. Cheaper than other means, twice the opportunity to get lost, useless tracking.

Vincent?
"The error we made is that..."
To err is human, to clean up the mess and make it good, is how corporations gain or lose life customers.
In past years, I've had a Fedex station manager personally tear apart a truck because "it has to be in there" and a UPS station manager detour on his way home with a missed package. All of them won't do that, and won't do it every time, but having made an error...the question is, why can't someone do something to make it right? (The answer is always because they're not sharp enough businessmen to understand the real profit value of that.)
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Old 25-01-2013, 15:33   #130
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Re: I am sick of being Bullied by my Big Brother!

Quote:
Originally Posted by PurolatorHelp View Post
Hello Mike,

after investigating further into this situation, here is what I was able to find.

Your postal code is assigned to address on only two streets. Those two streets are non service points. They are non service points because they are classified as low population density.
The error that we made is that your postal code is active when calculating transit times and prices. We are currently working on deactivating the postal code. That way, when your sender verifies if we deliver to your location, it will no longer say we do.
Once again, I apologize for all the confusion and for the fact that we are not able to deliver right to your door.
I have also sent you and email with this information.

Regards,

Vincent
Social Media Coordinator
Customer Care Team

Purolator Inc.
E-mail: customer.care@purolator.com
Purolator - Home

Follow us on Twitter: http://bit.ly/XuqffI
OK, thanks Vincent.

...

I'm struggling with how to respond here. I'm sure you've done your best (possible more than your best) to deal with my issue. For that, I am thankful to you as a person. But I do hope you (and everyone reading this message) understand that this action is the least that Purolator should do for someone in my position. And this was only accomplished after a semi-public shaming.

I have tried for years to at least achieve this minimal response. I have spent hours on the phone, and in person, talking with Purolator reps. Nothing ever happened. I post one semi-nasty rant online and BAM! I get Purolator's attention. I guess the message is clear...

So yes, I appreciate that your efforts on my behalf, but I remain unimpressed with your company.
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Old 25-01-2013, 18:17   #131
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Re: I am sick of being Bullied by my Big Brother!

Sorry Vincent, if I had that information, I would let you take a shot at it but it's really too late. It happened last summer. You may think that I'm a complainer, since I'm still talking about it but I'm just your average customer. Had I received exemplary service, I'd still be talking about that too btw.
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Old 28-01-2013, 18:13   #132
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Re: I am sick of being Bullied by my Big Brother!

Just for reference, the fee rate for UPS.

Not bad business if you can get it!


Rates for Customs Clearance into Canada

Entry Preparation Charges
Bond Fees

Entry Preparation Charges
UPS offers free+* routine customs clearance of UPS Worldwide Express Plus®, UPS Worldwide Express®, UPS Worldwide Express Freight™, UPS Worldwide Express Saver®, and UPS Worldwide Expedited®. Use the chart below to calculate the customs brokerage fee for your inbound shipments.

Note: Rates do not include applicable duties or taxes.

Entry Preparation Charges

Value for Duty
CAD

UPS Standard Service and All Other Couriers/Transportation Companies*

UPS Worldwide Express Plus, UPS Worldwide Express, UPS Worldwide Express Freight, UPS Worldwide Express Saver, and UPS Worldwide Expedited Services


$0.00 to $20.00

$ -

Free+


$20.01 to $40.00

$7.00

Free+


$40.01 to $100.00

$19.45

Free+


$100.01 to $200.00

$29.00

Free+1


$200.01 to $350.00

$47.00

Free+


$350.01 to $500.00

$52.75

Free+


$500.01 to $750.00

$59.95

Free+


$750.01 to $1,000.00

$67.10

Free+


$1,000.01 to $1,250.00

$74.25

Free+


$1,250.01 to $1,600.00

$78.95

Free+


$1,600.01 to $5,000.00

$83.30

Free+


Each additional $1,000

$6.45

Free+



Bond Fees
Customers are responsible for payment of duties and taxes. When funds are not provided in advance by the customer, and UPS must post a bond to allow UPS shipments to be released in advance of payment to the Canada Border Services Agency (CBSA), a fee of 2.7 percent (minimum $6.00 on Worldwide Standard®; minimum $10 on UPS Worldwide Express Plus®, UPS Worldwide Express®, UPS Worldwide Express Freight™, UPS Worldwide Express Saver® and UPS Worldwide Expedited®) of the amount advanced by UPS will be charged. To avoid bond fees, call 1-800-PICK-UPS and ask about our Prepayment or Electronic Funds Transfer (EFT) plans.

Additional Services

Service

Charge


Duty and Tax Amendment

$50.00


Import Permits (each)

$23.00 each


Other Government Departments (O.G.D.) Processing Fee**

$16.00 each


Outport Entry Fee (for non-UPS carried shipments only)

$10.00 each


Low-Value Shipment Amendment

$15.00


Each additional classification line after first 5 lines*

$4.50/line


Collect On Delivery (C.O.D.) Fee for collecting import charges on delivery to avoid C.O.D. Fees and expedite the customs clearance of your shipments, call 1-800-PICK-UPS and ask about setting up a UPS Customs Brokerage/Importer Account.

$4.25


Invoice Integrity Fee***

$5.00


Other services are available. Additional charges may apply. Call 1-800-PICK-UPS for details.

Note: Additional charges may apply for shipments requiring Governmental Department clearance.

* The first five classification lines are included in this fee; line charges only apply from the sixth line.

** This fee applies to all shipments requiring other government department clearance including, but not limited to, those subject to Canadian Food Inspection Agency and Natural Resources Canada import requirements.

*** This fee applies if the Amendment is submitted on or before the 10th of the month following the import date. If submitted after, the Duty and Tax Amendment applies instead.

**** This fee may apply when the included documents are missing critical information and a telephone call is required to obtain the correct information. Examples of missing information include poor descriptions, no country of origin, missing quantities, etc.

Free+ - When UPS Customs Brokerage handles your imports, there is no Entry Preparation Fee for routine customs clearance of UPS Worldwide Express Plus, UPS Worldwide Express, UPS Worldwide Express Freight, UPS Worldwide Express Saver, and UPS Worldwide Expedited shipments, including up to five classification lines. Charges may apply for more complex customs clearance procedures.

Rates, charges, and services are subject to change without notice.

View Customs Brokerage Rates
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