RonK wrote:To get through an IVR system, press the hash key half a dozen times. You'll be talking to a CSR in no time.
Thanks for the tip - must write that one down.
I must point out that I failed to communicate that my major frustration was with the phoning and dealing with Auspost. I had great difficulty with their telephony system which coupled with my problems using my unlearnt phone made for a large barrier getting through to someone who might help.
I've just had my at least 10 year old Nokia 5510 give up the ghost and have been given a touch screen phone. I was used to a full press button querty keyboard and this touch screen is for me a huge learning curve. A few of the staff were probably having an equally difficult day and were perhaps a little less than helpful I thought. I'll try to remember that hash key trick.
I hope your frame turns up...
I placed an order with Jenson
in late December for some MTB gear. I chose the USPS method for postage and was resigned to it taking a few weeks given the Christmas/New Years break. Sad to report nothing ever turned up. I contacted Jenson
about this when four weeks had passed and still no shipment had arrived. Their response was that the USPS will not call a parcel 'missing'or 'lost' until 60 days have passed. I was advised I would have to wait until then and see what happens.
Well it's been 60 days. Still nothing has turned up. I sent off another email to Jenson
and asked for my money back. Glad to say they are refunding my purchase in full. Needless to say I still won't be purchasing from them again. To be told you have to wait 2 months before they can look into refunding a purchase is ridiculous.
I've not had an issue with Wiggle
, Cell or Torpedo 7
so shall be sticking with them from hereon in.
Fingers crossed you have a good outcome Bella26. I feel sure that Jenson
wouldnt have had you have that experience if possible. I'm confident somethings gone wrong in the transportation system somewhere. Horrible for you to feel so helpless with no offer of a speedy solution. I appreciate your frustration.
I believe the 60 day thing is conditional of the postal systems involved.
Good luck with your situation and I hope your outcome has a positive solution.
find_bruce wrote:Sorry to hear that rifraf - esp as I was one of the people that discouraged you from UPS because of a bad customer experience, which is exactly what you have ended up with
All good Find_bruce. Jenson
have been most prompt with their replies to my emails thank goodness. I am partially to blame for the state of confusion (damn it) Going back through my numerous emails from Jenson
it turns out they sent me an apology email for a 24hr delay which actually included a different tracking number. I hadn't been clear on this as I thought I'd already received the tracking number. I hadnt got that it was a different one due to receiving about 3 Jenson
emails together with a tracking number message. The other two messages included mentioning both the rims and frame and not a splitting up of packages. I just took it as one shipment. All is not lost. No sign yet of the frame but I'm more than happy with my correspondence with Jenson
that its on the way. USPS tracking suggests it cleared customs a day after the rims. I'm confident at this stage that its a simple communication breakdown for which I have a part of the responsibility for. I'm not unhappy with your advice as I would by far by more enraged by an add on fee from UPS. Thanks for your thoughts.
Surly Ogre, Carry Freedom Y-frame Trailer, Extrawheel trailer.