POPstation is a 24hours ‘Simple Easy Collect’ service provided by Singpost to let us collect parcels easily. But the security wise in regards to this service, it’s a let-down.
Customers just need to bring down the delivery advice, scan the code on the advice, key in your contact no, a password sent to your handphone, key in and your parcel can be collected. Ask anyone around. Is this a safe way to safeguard our parcels? The handphone number can be a unregistered number and anyone can take your parcel away.
I had this experience the morning after the world cup finals. This postman knocked on my door that afternoon but I was working and not at home. He then left a delivery advice and left. The next afternoon, when I went down to POPstation to retrieve my parcel, after scanning the code, the screen shows ‘Article cannot be verified’. Meaning there is no such scan code. Calls made to the hotline says that the article has been collected that morning. Below is the email I sent over to Singpost to complain about the whole issue on the 21th July 2014.
To whom it may concern
I would like to lodge an official complaint regards to the service of POPstation and speedpost.
On the 14th July 2014 at 1652hrs, I received a delivery advice saying that your staff (id 586) was unable to reach me thus leaving the piece of advice asking me to collect my article the next day at POPstation Sengkang SRC.
On the 15th July 2014 at about 1430hrs, I reached POPstation@Sengkang SRC wanting to collect my article. Upon scanning the code, the screen on the computer says ‘Unable to verify article’or something like that. Upon seeing the message, I called up the hotline number 68456655. A lady on duty that afternoon answered my call. She asked for my article number as well as contact details. After giving all the necessary particulars and article numbers as well as the code number that was used to scan, she told me that someone has collected the article that very morning (15th July 2014 morning). I was shocked. The delivery advice was with me in my car the whole night after receiving it the day before, how can ‘someone else’ collected it away? The next answer the lady gave me was that she need to lodge an investigation and needed 1 to 3 working days to give me an answer. Fine with me, I left the place.
The next morning on the 16th July 2014, concerned with the update of my lost article, I called up again the hotline. This time a guy answered my call. He told me that Singpost is arranging an investigation with POPstation and needed to wait for their response and should have an answer by that evening. That evening I called up again at around 6pm. Answer given by presumably the same guy was to wait later that evening for an answer or the next day morning. No calls were given to me that evening.
The next morning on the 17th July 2014, I called up again since nobody can give me an update. This time round another lady answered my phone. This time round the reason of lost article given to me was that the scan code number was wrong. Instead of my 0068012SLCNA, it should be 0068013SLCNA. Oh ok. The next question I asked was if I can go down to retrieve my article since the reason given to me was that scan code was wrong. She said no. Have to WAIT again. That same evening I made another call. This time round I managed to get the customer service name. Akhil. After explaining the same thing all over again, he made a decision to call up the number, the person who keyed to open the locker of the POPstation. At last a more intelligent guy. Within 10mins he called up and said that the person, opened the locker, saw that it was not his article, put back the article back into a locker given to me F6/F7. Ok. At least this is an answer. He asked me to WAIT again for another day so that the relevant personnel can go down and open the locker and retrieve the article.
The next day 18th July 2014, I was anxiously waiting for news. But no calls was given to me.
Saturday, 19th July 2014, Akhil called me up in the afternoon saying that no article was found in the said F6/F7 locker and the guys need to see the CCTV. I was advised not to make any police report until advised.
Today 20th July 2014, after 8 days (6working and 2 non working days, there was still no answer from your side. I really lost hope on retrieving my article.
The questions I want to ask Singpost, Speedpost or the department of POPstation. Firstly, Why did the postman who knocked on my door managed to make such a mistake, giving me the wrong code as well as giving another person my code to open my POPstation locker? Did he watched the World Cup Finals on the 14th July 2014 and was still not awake?
Secondly, Why was the calling of the person who opened my locker made 4 days later when by right you SHOULD have the number in hand. Do you know that the more days passes by the more impossible to find the lost article? (Here I would like to compliment Akhil the customer service on the hotline, whose the only person who thought of calling up the person who opened the drawer and been giving me updates. The previous 2,3 customer supports staff only knows to tell me to WAIT and WAIT)
Thirdly, why can’t lockers be opened all together when your staff discovered that that number F6/F7 was given wrong to Akhil and needed CCTVs to determine which locker was the one deposited by the person who took my article? It’s another factor that wastes the time right.
As a listed company, Singpost, I’m quite disappointed that these things happened. I can well understand that the article might be lost on the way from other countries but to lose the article after receiving it and placing it into the POPstation locker, it’s totally unacceptable. I would need an answer from this before I make a police report on this matter.
Thanks and regards
On the 22th july 2014, the case was passed to ‘higher management’ Ms Astha, customer manager of Speedpost. She said she’ll be in charge of all the investigations and she will look at the CCTV to see if the person did return the parcel before any police report was made. That evening, she called back and mentioned that CCTV shows that the person did not put pack the parcel as said and she’ll be going down to his house the next day morning cause she has his address.
23th July 2014, Ms Astha called back and said that the person denied everything and did not take the parcel. The next thing she mentioned was she was not going to make any police report that day because she mentioned that it’s not fair to that client/customer if he did not take it and need to review the CCTV again. She mentioned that police report will be made the next day after reviewing the CCTV if she feels that the person is lying also. I feel it’s not fair to me because I’m also a customer of SingPost right? But there’s nothing much I could do also.
24th July 2014 there was totally no calls from her.
Today 25th July 2014 as I am writing this story, she still has not contacted me and no police report is made still. I’m wondering if Singpost wants to protect the person who has dishonesty took my parcel or wants to cover up the case whereby their speedpost postman’s negligence in handling the parcel. It’s not fair to us the real casualty of this whole case.
Customers just need to bring down the delivery advice, scan the code on the advice, key in your contact no, a password sent to your handphone, key in and your parcel can be collected. Ask anyone around. Is this a safe way to safeguard our parcels? The handphone number can be a unregistered number and anyone can take your parcel away.
I had this experience the morning after the world cup finals. This postman knocked on my door that afternoon but I was working and not at home. He then left a delivery advice and left. The next afternoon, when I went down to POPstation to retrieve my parcel, after scanning the code, the screen shows ‘Article cannot be verified’. Meaning there is no such scan code. Calls made to the hotline says that the article has been collected that morning. Below is the email I sent over to Singpost to complain about the whole issue on the 21th July 2014.
To whom it may concern
I would like to lodge an official complaint regards to the service of POPstation and speedpost.
On the 14th July 2014 at 1652hrs, I received a delivery advice saying that your staff (id 586) was unable to reach me thus leaving the piece of advice asking me to collect my article the next day at POPstation Sengkang SRC.
On the 15th July 2014 at about 1430hrs, I reached POPstation@Sengkang SRC wanting to collect my article. Upon scanning the code, the screen on the computer says ‘Unable to verify article’or something like that. Upon seeing the message, I called up the hotline number 68456655. A lady on duty that afternoon answered my call. She asked for my article number as well as contact details. After giving all the necessary particulars and article numbers as well as the code number that was used to scan, she told me that someone has collected the article that very morning (15th July 2014 morning). I was shocked. The delivery advice was with me in my car the whole night after receiving it the day before, how can ‘someone else’ collected it away? The next answer the lady gave me was that she need to lodge an investigation and needed 1 to 3 working days to give me an answer. Fine with me, I left the place.
The next morning on the 16th July 2014, concerned with the update of my lost article, I called up again the hotline. This time a guy answered my call. He told me that Singpost is arranging an investigation with POPstation and needed to wait for their response and should have an answer by that evening. That evening I called up again at around 6pm. Answer given by presumably the same guy was to wait later that evening for an answer or the next day morning. No calls were given to me that evening.
The next morning on the 17th July 2014, I called up again since nobody can give me an update. This time round another lady answered my phone. This time round the reason of lost article given to me was that the scan code number was wrong. Instead of my 0068012SLCNA, it should be 0068013SLCNA. Oh ok. The next question I asked was if I can go down to retrieve my article since the reason given to me was that scan code was wrong. She said no. Have to WAIT again. That same evening I made another call. This time round I managed to get the customer service name. Akhil. After explaining the same thing all over again, he made a decision to call up the number, the person who keyed to open the locker of the POPstation. At last a more intelligent guy. Within 10mins he called up and said that the person, opened the locker, saw that it was not his article, put back the article back into a locker given to me F6/F7. Ok. At least this is an answer. He asked me to WAIT again for another day so that the relevant personnel can go down and open the locker and retrieve the article.
The next day 18th July 2014, I was anxiously waiting for news. But no calls was given to me.
Saturday, 19th July 2014, Akhil called me up in the afternoon saying that no article was found in the said F6/F7 locker and the guys need to see the CCTV. I was advised not to make any police report until advised.
Today 20th July 2014, after 8 days (6working and 2 non working days, there was still no answer from your side. I really lost hope on retrieving my article.
The questions I want to ask Singpost, Speedpost or the department of POPstation. Firstly, Why did the postman who knocked on my door managed to make such a mistake, giving me the wrong code as well as giving another person my code to open my POPstation locker? Did he watched the World Cup Finals on the 14th July 2014 and was still not awake?
Secondly, Why was the calling of the person who opened my locker made 4 days later when by right you SHOULD have the number in hand. Do you know that the more days passes by the more impossible to find the lost article? (Here I would like to compliment Akhil the customer service on the hotline, whose the only person who thought of calling up the person who opened the drawer and been giving me updates. The previous 2,3 customer supports staff only knows to tell me to WAIT and WAIT)
Thirdly, why can’t lockers be opened all together when your staff discovered that that number F6/F7 was given wrong to Akhil and needed CCTVs to determine which locker was the one deposited by the person who took my article? It’s another factor that wastes the time right.
As a listed company, Singpost, I’m quite disappointed that these things happened. I can well understand that the article might be lost on the way from other countries but to lose the article after receiving it and placing it into the POPstation locker, it’s totally unacceptable. I would need an answer from this before I make a police report on this matter.
Thanks and regards
On the 22th july 2014, the case was passed to ‘higher management’ Ms Astha, customer manager of Speedpost. She said she’ll be in charge of all the investigations and she will look at the CCTV to see if the person did return the parcel before any police report was made. That evening, she called back and mentioned that CCTV shows that the person did not put pack the parcel as said and she’ll be going down to his house the next day morning cause she has his address.
23th July 2014, Ms Astha called back and said that the person denied everything and did not take the parcel. The next thing she mentioned was she was not going to make any police report that day because she mentioned that it’s not fair to that client/customer if he did not take it and need to review the CCTV again. She mentioned that police report will be made the next day after reviewing the CCTV if she feels that the person is lying also. I feel it’s not fair to me because I’m also a customer of SingPost right? But there’s nothing much I could do also.
24th July 2014 there was totally no calls from her.
Today 25th July 2014 as I am writing this story, she still has not contacted me and no police report is made still. I’m wondering if Singpost wants to protect the person who has dishonesty took my parcel or wants to cover up the case whereby their speedpost postman’s negligence in handling the parcel. It’s not fair to us the real casualty of this whole case.
