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Shun Feng Customer Complaints "False Tracking Record"

2014/3/2 21:22:00 113

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> a href= "www.91se91.com/news/index_c.asp" > express tracking service < /a > was originally a service established by express company to improve user experience, but it often appeared to cause users to jam.

In December 2011, "Beijing Commercial Daily" used the "three secrets of express delivery service: no sign to finish". It reported and reflected several phenomena of adding users to the express tracking service.

For example, the tracking records of the courier company show that the "pick up" has been collected, but there is no follow-up information. Users can hardly query the instant status of the express mail; the user clearly does not receive the express mail, but the tracking record shows "sign in"; and there is still a record of "the company is carrying out the scanning of difficult parts" on the track, so that the user can not understand what is wrong with the whole thing and worry about it all the time.

for this reason, Xu Yong, chief consultant of China Express consultancy network, said that these problems were caused by the irregular operation of the courier company.

Express tracking information should reflect the express state truly. Courier companies should express the courier process realistically and do not mislead consumers.

in order to standardize the courier tracking information inquiry service provided by the express service organization, in March 13, 2013, the State Post Office issued the People's Republic of China post industry standard (Yz/T0131-20) "express tracking query information service specification" (hereinafter referred to as the "specification"), which was implemented in September 1st. The specification has standardized all aspects of information such as express delivery, arrival of express processing sites, departure from express processing places, pportation, delivery, sign and so on.

It has been more than two years since the media called for the report of the express industry standard tracking record. It has been several months since the formal implementation of the specification. However, in an interview, the reporter found that the above reported irregularities in the express tracking service were not only widespread but also appeared "new records" in P.

"agreed" customer /p >

At 20:55 pm on January 18th, Ms. Lin, who lives in Beijing, bought a pair of sports "Taobao href=" http://www.91se91.com/ "target=" _blank "shoes" /a "on Taobao" on P.

Due to plan to return to her hometown for a new year, worry about pre delivery courier delayed delivery, and after consultation with the seller, Ms. Lin chose SF EXPRESS with relatively good reputation.

According to her experience, she will be able to receive the goods within 72 hours at the latest.

however, until January 22nd evening, Ms. Lin still did not receive the courier's telephone number.

She was in a hurry, so she searched the Internet to track the records. What surprised her was that in January 21st 22:48:06 and 12:49:42 in January 22nd both showed "changing the delivery time with the customer".

Ms. Lin is somewhat angry. When the mobile phone starts 24 hours, she will wait for the delivery master to contact. The phone is not waiting, but she is waiting for an appointment.

She told reporters that during the next day, she had to contact the SF 400 service telephone and Beijing regional service phone which was always busy and could not be called, and was told that "there will be a courier to contact you soon", but did not wait for the promise to contact.

Ms. Lin asked the customer service staff in Beijing for the contact information of the courier, but was refused.

two, "with nothing", "agreed to change the delivery time with customers", so that Miss Lin lost confidence in Shun Feng.

She also made a complaint on the "Shun Feng online customer service system".

According to the system, "artificial service online time: Monday to Sunday: 09:00-21:00, online customer service can provide you with all kinds of business troubleshooting". However, according to Ms. Lin's recollection, she checked the time specially. At that time, the time was at 20:52, but the "manual service" showed that it was no longer in the service time range. Ms. Lin had to complain on the "online message" - "waybill number: 903490627244", indicating that the two time I agreed to change the delivery time was purely non-existent.

Please arrange the dispatch as soon as possible! "!!!" because she was angry, she even played 5 exclamation points.

By P, Ms. Lin contacted the Beijing post office on the initiative, and finally received the parcel at noon on January 24th. However, Ms Lin expressed her outrage that she was apologizing for the delayed delivery, but avoided recognizing the existence of the "false track record".

"I understand that pre Holiday Express is very tense and the couriers are very tired.

If I can't deliver it in time, I can settle it with me, and I'll go to myself.

But why, in the absence of any contact with me, showed the two time 'changing the delivery time with the customer'? What was the express track record of SF? "She said, in communication with SF 400 service phone, Beijing district service phone, delivery station, and express staff, the question that her" why in the case of no contact with me, there was a track record of "changing the delivery time with the customers", the passenger service personnel of the Beijing contact telephone said "this will not"; the 400 customer service personnel, delivery station connection personnel and express staff were avoided.

"P", which made her laugh at the fact that after signing the parcel, the "Shun Feng online customer service system" replied to her at 14:14 on January 24th. "Hello! I'm sorry to inconvenience you! This area feedback has been sent to the recipient for an evening delivery. Please be patient and thank you."

Ms. Lin said that the reply time was more than 12 hours in the "24 hours" promised by the SF website.

< a > href= > www.91se91.com/news/index_c.asp > > explosion > /a > trouble > /strong > /p >

it is understood that domestic express tracking services first appeared in foreign express companies. In order to achieve the full information of express information, the courier company was equipped with a wireless handheld terminal for the courier. This device similar to PDA (palm computer) is commonly known as "Ba gun".

It has been reported that SF is the first courier company to introduce this technology in China. The sending staff through the barcode to scan the express barcode, send the waybill information directly to the background server through the 3G module, and at the same time achieve the functions of querying related business information.

In this process, if the goods flow is normal, information such as pickup, pfer, arrival, dispatch and other information can quickly achieve accurate tracking and recording function through the scanning of "gun".

However, if the abnormal part (on the outgoing library, fails to complete the express delivery within the specified time due to customer or other reasons, the express mail from other colleagues), the reason and the dynamic will be selected by the dispatched member.

According to one of SF EXPRESS's Shifu teachers, there are more than 100 items to be sent on the "guns" of Shun Feng, and the dispatched staff can choose according to the actual situation.

What is the reason why Ms. P reflects the problem of "false records"? As everyone knows, holidays are both a heaven of income and a hell of labor for the couriers.

"no more than XX days."

In the two weekdays before the Spring Festival holiday, the "global finance" reporter called the couriers of several courier companies on weekdays, and heard the same answer.

"Our company will always accept it."

Tell reporters like this.

but the reporter also noticed that he had been exhausted from his master's work. He had been slow to manipulate the pieces at ordinary times, and even worried that he was in the wrong way.

"Too busy."

He explained.

> on the "Baidu encyclopedia", there is a phrase "express storehouse". With the rapid development of online shopping, whether it is the promotion day or holidays of the electricity suppliers, the courier companies will have the problem of goods warehousing in logistics warehouses, slow delivery of couriers, and sharp increase in consumer complaints.

whether there is a pressure on the dispatch of members of the dispatched staff on the basis of SF, which causes the dispatched staff to suffer economic losses because of fear of failing to meet the requirements in case of backlog of goods, thus falsely claiming to agree to change the delivery time with the customer?

He said that their earnings were assessed on the basis of the piece, and that the cost of a successful delivery would not be falsified because of concerns about the company's performance.

As for why the problems encountered by Ms. Lin appear, the teacher thinks that it may be the personal habits of the dispatched staff.

, on this case, the reporter called the "whole network supervision service hotline" on SF EXPRESS's official website to inquire.

The customer service staff, who claimed to be Mr. Ding, did not reply to this question, but asked reporters to provide Ms. Lin's telephone number to verify the situation.

According to Ms. Lin, a Mr. Kim phone was contacted with her family, who apologized for the delay in delivery. But for the reason why there was no track record with the customer when the customer had agreed to change the delivery time, Mr. Kim said, "maybe the courier was in the wrong connection and contacted someone else."

for this explanation, Ms. Lin said that the possibility is very small.

Even though there might have been a courier contacting the wrong person, she called the SF telephone service several times, but until she took the initiative to contact the delivery station, the final problem was solved. Is it true that during the period, the express operator has been in contact with the wrong person?

"this indicates that the track record management of this link is the blind spot of the express company.

SF EXPRESS is a fast growing, well respected company in the domestic express company. If there are problems, they are not actively looking for solutions, but are looking for various reasons to prevarication. This consumption experience is very unfriendly.

Ms. Lin said.

regulatory blind area /p >

according to the reporter, at present, the management of courier's standardized operation by courier companies usually adopts the way of withholding money according to circumstances after receiving the deposit and complaining.

But consumer complaints are not clear whether the company has dealt with it.

According to a miss who complained to a courier in November 2013, not only did not deliver the product in time, instead, she recalled to her customers that the customer service staff at that time indicated that they would deal with the relevant business personnel, and how to deal with it, "there is no need to sue you."

And the courier who has been complained so far has not apologized to Miss Lee for "blasting the mouth".

in addition, because some consumers are worried that the courier knows his home address, and is worried about the malicious retaliation of the other party after the complaint, he usually gets angry as soon as the goods can arrive without damage, though he may be very angry about the delayed delivery and the false tracking record.

August 2011, the State Post Office issued the "guide for express business operation", which stipulates that courier enterprises should provide at least 2 free deliveries for express delivery.

The express delivery to the delivery point before 15 o'clock every day should be completed on the first day, and the express delivery to the delivery point after 15 o'clock every day should be completed before the 12 day of the next day.

(fifth chapters and twenty-eighth articles); before sending, the receiver should contact the addressee by telephone, confirm the customer address and make an appointment for delivery time.

(fifth chapters and twenty-ninth articles).

"express tracking enquiry information service specification" stipulates that the arrangement of delivery information should include information about the receiving officer, including name and telephone number.

Now, the tracking records of some express companies show the names and telephone numbers of the dispatched staff so that the recipients can contact them according to their own circumstances, thereby reducing the probability of unsuccessful delivery.

However, on the SF EXPRESS tracking record provided by Ms. Lin, only the last successful delivery showed the contact telephone number of the dispatched member. There was no contact between the two previous members who were sending the item.

Ms. Lin asked the customer service staff in Beijing area for a dispatch member's contact number and was refused.

The direct communication between customers and dispatched workers is also a cause of rising consumer dissatisfaction.

in addition, although the State Post Office issued the "specification" for the operation and service of the express industry, however, the "specification" is not legally binding. When consumers encounter problems, they have no other effective means to complain to the express company.

Xu Yong said in an interview with global finance reporter: the reasons for the chaos in the express industry are not enough regulation, but the legal effect is low. The deep-seated reason is that the express products are too single, and more products with different time limits should be introduced. After the delivery time is free, the "steamed bread" and "bread" have their own standards, instead of mixing the "steamed bread" and "bread" as they are now, leading to no supervision.

Xu Yong believes that the current postal law is flawed, resulting in the loss of the express and so on. It is very difficult for consumers to get compensation and the cost of litigation is high.

The postal law should be amended as soon as possible so that consumers can have laws to follow.

Except for P, the express service quality margin system should be set up as soon as possible in the tourism industry. The express company will pay the quality margin to the supervision department. When the consumers complain and check the real time, the regulatory authorities can compensate the consumers ahead of time, and the problem can not be solved, and then appeal to the law.

"only in this way can the express industry realize the pformation from price competition to service competition, in order to limit the occurrence of all kinds of service chaos in the courier company."

Xu Yong said.