Our friend and former Small Business Management student (now graduate!) grazier Julie Brown of Ilfracombe, has launched her new business (above) just in time for Christmas.
Coola Cozzies is Julie’s way of earning valuable off-farm income during the drought but this is no charity … have a look at these wow designs (all created by Julie).
Julie describes them as “Cool, colourful, comfortable women’s and men’s board shorts and UPF50+ rashies, swim shirts and sun shirts.”
At 3:38pm today (Queensland time) we received these two emails … the first (left) apologises for Australia Post being unable to find Pip’s missing birthday present, which was logged in at the Longreach Post Office then not delivered in October; the second (right) arrived a split second later: “case closed”.
What happens now? We just resume normal life and wonder what the post office will lose next … and send all our Christmas presents by mail? — NOT! Contact us here, on FaceBook, Twitter or LinkedIn or by email if you have had a similar experience with your postal/”non-postal” service.
Here’s a few pars of what we received this morning — note the accent on NSW and Victoria … never mind those of us who live elsewhere:
For further information, please contact:
National Media Line
03 9106 6666
10 November 2014
Australia Post today officially opened its upgraded Sydney Parcel Facility, part of a $2 billion investment in capability across the country that will dramatically increase capacity in time for the Christmas rush.
The upgrade to the Chullora facility includes state-of-the-art equipment and technology that will double processing capacity, improve reliability, provide greater tracking and bolster employee safety.
A similar makeover at Australia Post’s Melbourne Parcel Facility at Sunshine West, will be unveiled later this week, meaning businesses and consumers will benefit from a doubling of capacity and significant capability uplift in Australia’s two biggest markets.
Australia Post Managing Director and Group Chief Executive Officer, Ahmed Fahour, said the world-class expansion of Sydney Parcel Facility was one of several key proof-points demonstrating Australia Post’s commitment to meeting the changing needs of customers.
… <blah blah blah>
“Each and every parcel that enters our network in New South Wales and Victoria will benefit from the extensive upgrade and investment we have made to our truly world-class parcel service in advance of the peak Christmas period.
“Last year we processed record parcel volumes over Christmas and we expect to do so again this year as more Australians shop online and rely on Australia Post to deliver their Christmas gifts. Residents, businesses and consumers can rest assured that we are ready and raring to go this Christmas,” added Mr Fahour.
Yep, he’s right … Christmas is coming and parcels will be at the forefront of our collective minds, won’t they?
Meanwhile we’ve received other mail concerning our disappearing parcel … here’s a new service which the owner says is trying to solve the problem of lost parcels … http://www.whereismyparcel.com … and one of our LinkedIn friends shared this news article from The Australian … if you can’t read it, it refers to the new parcel company Sendle.com which claims to be “post without the office”.
I can’t wait.
News from Australia Post yesterday … our parcel disappeared on October 21; it’s now November 9 and they have just launched an investigation. What if the parcel was “really important” … more than a (mere) birthday present? We are now hearing stories that many many parcels sent with Australia Post have gone missing. Is this a Titanic iceberg?
This morning Australia Post sent me this message:
Thanks for engaging with us on Social Media. I just wanted to let you know that this post will no longer be monitored for comments, so if you have any further questions or concerns, please send us a Private Message or post a new comment on the wall.
Later today they sent this message:
Thanks for getting in touch with us with these details.
Before we begin an investigation, I just need to confirm a few more details. If you could provide the following information we can advise further.
– Did you receive a parcel item awaiting collection card in your Post Office Box?
– Have you checked with your daughter the item was addressed correctly?
– Have you asked your daughter what name she placed on the item? Sometimes we may use nicknames or titles (Mum, dad etc)
– Description of the contents of the item
ANSWER: Birthday present
I look forward to hearing from you.
Want to see something very interesting/scary/depressing on this case, which received quite a lot of interest yesterday? Visit the Australia Post FaceBook page and scroll down until you see a pointer to “Posts to Page” … click on that and read hundreds of complaints almost identical to mine about lost articles with tracking numbers. I’d say Australia Post is seriously in melt-down. In the 1980s I worked in public relations for Australia Post and we’d hang our heads in shame (and run and hide) if we had this level of complaint. And we’d bust a gut to fix anything like this. Shame it can’t happen 30 years later …
Few things irritate me more than having to complain about poor service. If you have to complain about poor service, that business has lost you and you’re probably not going to go back. But what if that business has a near-monopoly on the service you need? Like postal services … such as Australia Post. That’s how it is where we live, in Longreach, Outback Australia. So when there was a problem last week with delivery of a birthday present — sent by tracked parcel post from Brisbane — we approached the postmaster to sort things out. At this point, Monday morning, October 27, the parcel basically has been declared lost and it looks like we’re going to miss out on the expensive birthday present sent from daughter … even though we have the tracking evidence (above) that the item was indeed sent, travelled and was logged into Longreach post office last Tuesday, October 21, “awaiting collection”. Oh-oh, but that’s only the start of it. The postmaster, standing there at the counter, is now suggesting that there are only two options: either we have collected it and lost it; or the parcel was wrongly addressed and has gone to someone else.
So I decide to escalate the matter to HQ. The good old last resort. The postmaster writes down a number for me to call with my complaint: 131318. Turns out that’s the central “customer service” number and there is no “option 1-4” for complaints so it’s impossible for me even to lodge a complaint. Haha, nice dead-end strategy, that. But hey, I find the complaint number on the Australia Post website (it’s 03 8847 9045 if you need it) and call.
Now I’m stumped … after 20 minutes listening to “on hold” music I give up, having heard “we apologise for the delay. we will take your call as soon as possible” about 20 times and “sorry, all our consultants are taking calls at the moment” about five times.
Would you help me out, please, by sharing this post as widely as possible and let’s see whether we can scare up some help from Australia Post using good old viral people power?
Our wine-tasting + shopping expedition to the Hunter Valley, New South Wales in 2011 took us to this cute little village named Wollombi … and the General Store … a mixed business with a post office inside to boot (below right). Wollombi also turns out to be the home of the boutique Australian publisher Exisle. I met the sales and marketing manager, Benny Thomas, later that year and discovered some of the titles they produce … feel free to visit and link.