Just Sayin’ – How to be Resourceful – Seeking Resolution with Postal Issues


Just Sayin'


I’m starting a new series where I’ll be sharing about thoughts on things that perplex me, or injustices I come across that I found resolution for with tips I used or recommend to resolve annoying issues.


I’m sure we’ve all had our share of complaining to customer service centers over something or other through the years. I know I certainly have had my share of voicing my opinions when there’s a problem with a public or consumer service when we come across errors. And I’m sure we all know how frustrating the process can be trying to relay our issues to some rep who usually has no authority on helping and merely passes us or our message on to someone else after having to press several digits on the phone before even finding a human.


But today I’m going to share a little exchange that went on between myself and Canada Postal Service, to let you all know that there is always a way to get to the bottom of things but you have to learn to be resourceful and persistent spending some time Googling up sites where you can find the appropriate channels to direct your concerns to.


speak up and be counted



I don’t take lightly to my mail being put in the wrong box constantly, left on the mailroom floor, or parcel notices left in my mailbox stating they’ve tried to contact me for pickup when they haven’t and left with having to go to the post office to pick up my parcel when nobody had ever tried to contact me. And after my wonderful mailman left for another walk after a few years of great service, the nightmare began.


I live in a building complex where we have a mailroom to pick up our mail. The protocol is, if there is a parcel to be delivered, and if the mailman is kind and generous like my former one, he will bring it up to our door, but at the very least, he will buzz up to inform us they have a package for us, asking us to come down and get it. If we are not home and there is no answer, there is a parcel box with several locked compartments in our mailroom where the postman is to leave a key in our letter mailbox informing us there is a box to pick up. Now this sounds like a fairly smooth practice, until my wonderful mailman changed his route and we were given a temporary mailman who didn’t follow protocol.

As a writer who works at home, I don’t get out much, therefore I order many things: books, apparel, office supplies, online and have them delivered. I would say on average, I’ll have at least one parcel delivered per week. And I don’t have the time to keep running to the post office to pick up my parcels which I paid to have delivered to my home.

Enter, the new mailman. I’d go down to pick up my mail and listen to a cacophony of jibbering from other tenants about how many mail items were put in the wrong mail slot. I’d see numerous pieces of mail sitting on a bench from tenants who picked up their mail and found items that didn’t belong to their unit, mine included. And then I received mail pick up notices for parcels I was expecting, ticked off in the box that said ‘no answer’ when I was certainly home and no attempt was made to contact me, and consequently, my parcels were taken to the pick up facility. I was livid!

Nobody knocked on my door, nor buzzed me up asking me to pick up my parcels, and I was never left a key in my mailbox to pick it up from the parcel box in the mailroom. I was also concerned that I wouldn’t receive my new passport which I was expecting because it was coming as ‘registered mail’ from the government, meaning I had to sign for it. This prompted me to take action.

I Googled up Canada Post, looking for somewhere I could contact a higher up and discuss the new shabby state of our mail system in our building. After pressing several numbers and waiting for a rep, I relayed my complaint and was told that there was nothing they could do, except create a ‘service tag’. After grilling the rep, asking him if he could check who does that route now to inform them of proper protocol for their job or at least pass me on to a supervisor, I was told my message will be passed along. I was fuming!

I wasn’t about to wait till the twelfth of never until anybody bothered replying to my issue, and I continued to search around Canada Post sites to see if I could find any contacts to any higher up supervisory positioned person who could rectify the ongoing problem. All sites led back to the ‘contact us’ same ‘create a service ticket’ for issues. And after what I went through with the first rep, I wasn’t into the runaround again. I was told he’d pass the message, and I MADE SURE to get a case number I.D.

Still fuming and searching, unsatisfied that my complaint would quite possibly linger in the ethers of unanswered cyber grievances, I came across a site for the Ombudsman for Canada Post where I clicked on and filled out forms with my complaint and made mention of the previous case I.D. number I was given with not much else. And then I’d wait for their response.

While waiting, two days later, I went to clean out my mailbox and inside I found a notice telling me I had a registered letter to pick up. And not even two feet away from where I was standing in the mailroom, I noticed on the floor was another ‘pick up’ receipt addressed to my husband. THESE WERE OUR PASSPORTS THAT WERE SUPPOSED TO BE DELIVERED AND SIGNED FOR AT OUR DOOR. I immediately went upstairs in a rage and wrote a lengthy note to the mailman, telling him how to do his job, how to deliver mail and packages, and to STOP TAKING MY PARCELS BACK TO THE DEPOT without trying to contact me, or at the very least, instructing him to at least leave me a damned parcel box key. I taped it to the opposite side of my mail box where he must insert my mail from and would have to see it.

Ironically the next day I was to receive a parcel, as I get email notifications informing me when ‘it’s on its way’, and lo and behold I actually found a parcel box key in my box, and picked up my package barely one foot across from my mail slot. That same day I received a mail response from the Ombudsman’s reply after almost two weeks of hearing nothing back. There was a lot of mumbo jumbo, auto response stuff on it and quite frankly, it pissed me off more and I decided I surrender. I thought I was chasing my tail with trying to get someone else to help, considering it’s a government issue.

Three days later, I get a phone call from my lobby. The man introduces himself as a supervisor from Canada Post sent to investigate the problems I’d written about to the Ombudsman. At first I was a bit nervous and thought what are they doing at my door? But he asked to come up and talk to me and I buzzed him up.

The supervisor was holding copies of notes and summaries I’d sent to Canada Post complain center and summaries from the Ombudsman. He went over all of my concerns and asked if I had kept the evidence packaging from the registered letter (passports) I had to SIGN FOR and pick up at the depot, the notices that were left without trying to contact me with our passports, one in my mailbox and one on the floor. Ironically, I still had those envelopes from the new passports I picked up and clear as day it stated ‘registered mail’ which I must sign for. He assured me that what I’d endured is not how Canada Post operates, and although it’s up to the postman if he wants to be nice and bring up our packages, at the very least the mailman is to buzz up to us to ask us to come down to pick up a package, not write down ‘no answer’ without making any attempts, to contact us, adding that registered mail requires a signature and must be brought up to our condo to sign for. I was told the mailman would be reprimanded and assured there would be no more mix-ups and protocol would be taking effect immediately.


Moral of the story?


[bctt tweet=” If we all just sit back and take the sloppy services we’re given change is never going to happen . . . ” username=”pokercubster”]


  • Don’t just sit back and accept injustice because it’s a hassle to try and contact the right resources and it’s time-consuming and aggravating. If we all just sit back and take the sloppy services we’re given, change is never going to happen by not speaking up. We shouldn’t be complacent.
  • Google is our best friend to get to the heart of the matters regarding contact numbers and addresses to relay injustices and getting them rectified. Don’t become a victim of having to take what’s being served by people who aren’t doing their jobs properly.
  • Customer service in many fields needs to be informed of misconducts and if you feel you aren’t getting the proper resolution from first attempts, keep going until you reach the appropriate channels. There’s always a higher boss, in this case as in many other civil and governmental issues you can always contact an Ombudsman.

THURSDAY GRIPE – Annoying Phone Calls


What is it with me and technology? I have to wonder if I am hard wired to attract snafus with telephones and computers. Even though I question my magnetic tendencies I am not taking ownership to this theory without blaming incompetence in service with so many companies today.

My theory is that with greed in today’s business world, their standards for employees have become so minimal because employees aren’t paid enough, thus leaving them with an “I don’t care” attitude or else they are put in their positions without proper information of their products. This I am finding not only in the service related industries but also in retail stores. I have been noticing an increase in the lack of quality control on many fronts but I am going to share a five hour time suck out of my daily WRITING life that transpired between yesterday and today.

As you can well imagine, a telephone ringing in the wee hours of the night and very early hours of the morning and constantly through the day, averaging about eight to ten times a day, from an unknown number of which when answered there is no reply and when you try and dial it back, there is no connection, is very ANNOYING.

This little escapade has been going on for well over a week now and besides the annoyance and loss of sleep and work interruption, those midnight calls can be very frightening, especially when there is someone very ill in my extended family.

Yesterday, after hoping these calls would end and to no avail, I had to call my phone provider to deal with the madness. I had held off for the exact reasons that I entailed: Anytime I have to call Bell or Rogers with a problem, it becomes an at least two hour deal before I press a million buttons, wait on hold, get a service agent, get transferred again (because it’s always the wrong department), get asked again by every transfer for my life story and personal information, occasionally get disconnected and have to start the whole process over again.

So, yesterday I called Bell to simply ask for the annoying number to be blocked from my phone. About forty minutes into the protocol procedure an agent finally told me I didn’t have that option on my package but she would add it and take off another which I didn’t need in compensation and within twenty four hours the function would be in service for me to add a blocked number. After an hour and a half, I thanked her and hung up.

This morning I went to block the number, only the feature to do so was invalid. While I had only momentarily left my writing and coffee to punch in the blocked number at 930am, I once again lost half the day.

I called Bell back, punched in the prompts, gave all my info to a recording, again got misdirected and forty five minutes later I finally got connected to an agent, a rude agent. When I asked why the function wasn’t working, I was told that was not a blocking function and he would rectify it so the function worked. So when I hung up I retried to block the number but it still would not allow me to use it. I called Bell again with the one nerve I had left in me as I watched the next hour pass by. This time I called tech support who told me I didn’t have that function listed on my account! He TRANSFERRED me to another agent who once again asked for my life story and at that point, she was the lucky winner to receive the brunt of my anger. She apologized again and told me that the function the last agent activated needed the other function with it that was formerly de-activated, hence it wouldn’t work. She then told me to hold while they looked at my account. AND THEN I GOT DISCONNECTED.

I started the call procedure all over again, got transferred three more times ( two and a half hours later) and then I blew up. I asked why there was such incompetence within a major phone company, why my time wasn’t valuable, what the hell is the big deal to activate a function without going through ten different agents for three hours.

FINALLY the last transfer was to the President’s office. I received lots of apologies and assurance there was nobody higher than him to speak with and he would rectify the matter right then. Although he placed me on hold several times and eventually he activated the service and for a tiny compensation of my time sucked, added a small monetary credit on my account.

After all was said and done and he asked me the number I wished to block, I was told that number COULD NOT BE BLOCKED! Apparently it was an outgoing number only. While I hung on the line (again) he google searched the number to find out that it was an automated call from SEARS which there were numerous complaints about. Again he apologized and suggested I call Sears and try and get my number off of their list. “ARE YOU KIDDING ME?” I retorted. Are you telling me that I now have to start this nonsense all over again with Sears to get rid of these calls? He apologized for the umpteenth time in a consoling manner. I thanked him for his time and asked him to look into the quality of his employees and to educate them on their products so I or nobody else would have to encounter this Bull#$8t in future.

It is now 1245pm and I am writing this as I JUST  got off the phone with Bell and thought I could constructively vent here as well as share with you the pitfalls of our COMMUNICATIONS service companies — more like an oxymoron — miscommunications. I have to imagine that many of you must have experienced similar situations, surely I CANNOT be the only one these things happen to? I cannot even think about wasting the rest of my day calling Sears today!

This is my billing for my time:

Hours of time on issue:  5

Hours of aggravations and time-suck: Priceless

Resolution:  Not Really