After years, upset with courier services, I thought of sending important papers to my parents in Noida using our Indian post office. The process was easy. One morning, I reached my post office, and since it was very early, the post office was literally empty. I was asked for the speed post counter, and I was directed to a counter that was led by a lady wearing a nice crisp sari. I went to the counter and handed her the envelope. She told me the amount and then printed a confirmation receipt with an EMS number, a timestamp and some other details, such as: B. who sent them and who should receive them. I asked her about the expected delivery time. She said within 2 days. I thanked her and thought the job was done.
The mail was not delivered for the next 4
days and I panicked. I was not sure what to do? Is it just the delay or would
they have lost my letter? Can you trace the letter if it is lost? I was not
sure what is the difference between speed mail and registered mail, later I got
the impression that it can not be lost. Wanted to know if the speed post is
also registered, as they demand more. While all these questions kicked in my
mind, I made a Google on Indian Post and it led me to a working website that
seemed fairly updated.
Speed tracking
Right in the main menu it was called 'Speedpost Tracking'. I quickly took out the EMS receipt and entered the number. there in the tracking query form. In a second it came with the details that the post was delivered 2 days back. Now I was sure "I lost it". My parents already told me, "What made you send it by mail, you could have cured it."
Indian postal services
The site fascinated me, so I just clicked a few links. And read a bit about all the services they offer, the mission, the vision, the right to information, etc. There was a place where I could file the complaint with the Indian Post office, where I duly registered my complaint, but had no hope for compensation. And then I ended up on a page that gave me the phone numbers. and e-mails from Speedpost managers at all post offices offering this service.
Speed post manager
I quickly wrote an email to Speedpost Manager in Bangalore and Noida. They responded immediately and said that the mail was delivered two days ago. I wrote back and said that it was not delivered. They said they would look and come back to me. That evening, the mail was delivered to my parents. I received an e-mail saying the same thing. The postmaster also wrote that he spoke to Mr. Goyal (my father) and he confirmed that he had received the post. I was relieved and thanked both managers, who appreciated their quick response. I inquired with my dad and he said he received the letter around 8pm, which is definitely way beyond normal post-timing.
Customer service
The best part of the story came a day later when I was called by Noida Speedpost Manager to apologize for the delay and to ask for feedback on the service. That was an absolute surprise for me. I'm sure he could read a smile with some awe in my voice. After all, we are not used to this customer service. And this customer service was definitely better than any "call center" capable service. Where the person working on your call has no idea what she's talking about. And can only read what the system displays before them. Here, the participants knew their business. They did not ask me ten thousand questions before answering "We come back to you", "Have a nice day".
Summary
In summary, there was a delay in the overall service. Since they should deliver the letter within 2-3 days. But at the same time the customer service was amazing. Now it could be because I have a complaint logged, where it was understandable and transparency helps. Maybe mine was one of the few complaints they received through their website. But I'm optimistic. Maybe our post wakes up in the New World and is ready to face the competition. With the reach they have, they can be tough competitors for the rest of the industry.
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