3 days passed and I didn’t get any call from Pos Malaysia or Pos Ekspres or Pos Laju or any of its related organizations. So yesterday I called 1 300 300 300 again to check on the status of my report. The operator told me the mails were at Pos Laju Petaling Jaya. She gave me the address and phone number and told me the office closes at 7pm. Good, I could go there directly after work.
Made a call to Pos Laju Petaling Jaya to ask for their exact location. The guy said I could get there via Jalan 222. “Just take the turning next to Petronas, dirive on and you will see the office.” Sounds easy, eh? However as I reached Jalan 222, I saw a signboard saying “Pos Laju”, but the arrow pointed to the junction next to BHP, not Petronas. Wait a minute, did the guy say BHP or Petronas? Perhaps I heard him wrongly. The signboard was big and clear, it must be right.
So I took the turning next to BHP. Continued driving while looking left and right for Pos Laju. Down the road was a housing area. Then I reached a roundabout. Then I saw SMK Sri Aman. What? No Pos Laju? I doubted the office would be further in front as all I could see were houses left and right. Arghhh.. Lost!
Made a u-turn. Reentered the roundabout. Went back to the main road. As I entered Jalan 222 once again, I saw this in front of me...
...yippie yeay! I will follow you.. lalalalala..
And I did follow the van. Seriously. Sedikit cuak when it took some shortcuts.. lalu lorong kecik tepi kedai.. lintas pam minyak Petronas.. but I still followed it dengan harapan the van was going back to the office. Kalau van tu sebenarnya baru keluar nak hantar barang.. jawabnya I pun ikut laa pegi hantar barang jugak.. huhuhu..
Fortunately the van took me here. Phew!
Entered the office. That was when the drama started. Before going there, I wrote the serial numbers of all 5 mails on a piece of paper. When I showed the paper to the guy at the counter, he asked me to put the paper in a basket and wait. Then out came a girl and she picked up the paper. The first word that came out of her mouth was “Banyaknya!” in a displeasing manner.
What? You are complaining right in front of the customer that you have too many mails to look for? Gosh, you should be thankful about it, because it means you have more business!
My mails we brought out and I asked the staffs what was the problem that they couldn’t send the mails over? They said it was because the content wasn’t a document and it was overweight. I told them about Kak Jaja’s envelope that reached her safe and sound, so why were the other 5 mails treated differently? They didn’t have an answer to that.
Me: So berapa ringgit saya kena tambah nak hantar semua ni?
Pos Laju girl: Kena pakai Pos Laju. Satu RM 6.
Me: Jadi tambah RM 3 lah?
Pos Laju girl: Tak boleh. Kena buat baru. Yang lama tak kira.
Me: Mana boleh. You tak perform servis pun. Kenalah refund.
Pos Laju girl: Kat sini tak boleh bagi refund.
Me: Habis kat mana? *Tempreture sudah naik*
Pos Laju girl: Isi borang. Dalam 2-3 minggu baru dapat refund.
Me: Bagi borang.
Started filling the form, which was troublesome because it asked for a lot of info. I asked the girl if I had to fill one for each mail as the form asked for recipient’s address and I obviously had 5 different recipients. She answered by giving me more forms. As I was filling in the second form, the guy saw what I was doing and told me never mind, I could just fill in one form and put all the serial numbers there.
Pos Laju girl: Ada bawa slip penghantaran?
Me: Tak bawak. Kenapa?
Pos Laju girl: Kalau tak ada slip tu tak boleh claim.
Me: Kenapa pulak? Kan dah ada bar code kat sampul2 ni. Ikut je la nombor siri kat sini.
Pos Laju girl: Kami perlu bukti awak yang hantar sampul2 ni.
Me: Eh tadi kan awak dah ambil IC saya. Sekarang saya dah ada pun kat sini. Sah laa saya hantar. Apa lagi bukti awak nak? *Time ni tempreture sudah naik sangat tinggi*
Pos Laju girl: Nak kena tengok bar kod kuning kat slip penghantaran.
Me: *Tunjuk kat bar code berderet on every envelope* Ambik je lah salah satu bar kod ni!
Pos Laju girl: Tak boleh. Kena ada slip tu jugak.
Me: Panggil you punya boss *Seriously rasa nak terbakar sudah*
Pos Laju girl: Boss tak duduk kat sini.
Me: *Are you kidding me?!* Panggil you punya boss!
She went inside. And one by one all the counter staffs went inside too. There was only me at the front desk. God knows what they discussed in there. A long while later the girl came out.
Pos Laju girl: Orang kat dalam cakap mesti kena ada slip tu jugak baru boleh claim.
Me: Fine, anggap je lah slip tu dah hilang. So macam mana sekarang?
Pos Laju girl: Memang dah hilang ke?
Me: Tak lah. Tapi saya tak mahu laa datang banyak kali semata-mata untuk benda ni. So anggap dah hilang. Macam mana?
Pos Laju girl: Nak kena ada bukti awak yang hantar.
Me: *Waved the envelope to her* Bukan bukti ke ni?
Pos Laju girl: Ye, tapi kalau takde slip tu memang tak boleh claim.
Tersangat sakit hati already. It was no longer about me trying to claim for RM3 per envelope. Trust me, I couldn’t care less. RM3 x 5 = RM15 = Cheaper than the cost of a cup of Starbucks. And you know how often I drink Starbucks. It wasn’t about the money. It was about being treated fairly as a customer. If they could accept my IC as a proof that I was the sender and gave me back the envelopes, why couldn’t they process my claims?
Me: Pos Laju sekarang dah tak bagus ye.
Pos Laju girl: Pos Ekspres memang tak boleh hantar selain dokumen.
Me: Ye, saya tahu. Sekarang saya nak claim.
Pos Laju girl: Nak kena ada slip tu juga.
Me: *Fed up* Pos Laju sekarang memang dah tak bagus.
Pos Laju girl: Kena ada slip sebagai bukti you yang hantar.
Balik2 bukti. Seriously I was super tired and sakit hati hearing that the slip was the only bukti they could accept as proof of delivery. Sedangkan atas slip tu there’s nothing but a bar code number, which was exactly the same as the number on the envelope!
Me: Takpe, saya akan buat aduan dekat Pos Laju Head Office.
Pos Laju girl: Tapi kalau takde slip tak boleh claim.
Me: *Dengan nada paling sinis* Takpelah dik. Awak dah ‘banyak’ membantu. Terima kasih lah ye.
Grabbed all the envelopes and the complaint forms and drove home. On the way back Jalan 222 was bumper-to-bumper. Lagi bikin gua stress. Stopped by my favorite laundry shop. It’s operated by an elderly Chinese couple. Picked up my clothes and paid using a RM50 note. The uncle counted the balance, arranged the money nicely and handed them to me with both hands. “Thank you harrr...” he said with a smile. Just like that, my anger was washed away. Thank you uncle, for your excellent customer service. No wonder why a certain race, despite being given all the perks and privileges by the government, still struggle in doing business.. hmm..
Got home and repacked the fridge magnets. At first I wanted to just put each Pos Ekspres envelope into a normal envelope, but then I realized it is actually bigger than the normal one. So I had to cut all 5 envelopes open and use the cutouts as linings.
Back into my hands.
Time to swim again you fishes!
Going to mail them using registered mail today. Set your stopwatch. Let’s see how fast (or slow) they will reach the recipients (or back to me) this time around.
P.S.: I’m a Gemini. I’m a lover, not a fighter. But don’t make light of me, because I will knock you out!
All five white plain envelopes have been safely mailed to the intended recipients. I used registered mail which cost RM2.30 each. To Kak Lieya, Kak Lelord, Ninie, Messy Mummy and Erin, do let me know once you receive the fishes. I’m really eager to know if the good old Pos Malaysia is still better at this than its much younger sibling company.
By the way, please don’t feel like you all yang menyusahkan I. No, no, no! I was the one who wanted to give the fishes to all of you. And I was the one who decided to send them using Pos Ekspres. You all tak salah apa2 okay, so please don’t feel guilty about it. Just wait for your fish to reach your doorstep and put it on the best spot on your fridge :-)
Proof of delivery, yet again.
Hope all works well this time!