At a time when humanity did not yet know the Internet, people used mail services quite often. It was nice to receive a postcard, letter or parcel from friends or relatives, and many remember the mysterious ritual of going to the post office from childhood. Times are changing, and people get less and less “living” letters. On the other hand, it became possible to make purchases not only at home, but also abroad, which significantly increased the number of parcels sent and received. Relatively recently formed company EMS, reviews of which often have a negative connotation, specializes in express delivery of correspondence. What kind of organization is this? What services does it provide? Are criticisms of her justified? Let's try to figure everything out in order.
What is EMS delivery?
The state-owned company Russian Post is known to all. Formally, it was formed in the early 2000s, but in fact this process can be safely called the reorganization of the structure that worked during the Soviet Union. After the Universal Postal Union announced the launch of the EMS (Express Mail Service) service, the question arose of who would coordinate its provision in Russia. The decision was quite logical.
Thus, a branch of the Russian Post enterprise mentioned above appeared. EMC specializes in express delivery. The prices for the services provided by the subsidiary are higher, but the stated terms for sending the items differ in a smaller direction. In just a few years, the staff has exceeded the 2000 mark, and the infrastructure in the regions is highly developed.
The company delivers to anywhere in the country, and within the same city you can use the courier services that it also provides. Departures can be received both at home and in terminals. Of course, forwarded correspondence can be tracked on the company's website. Among the additional opportunities provided by EMS, we can highlight customs advice.
No less joyful is the fact that you can get an answer to a question of interest at any time of the day. And the proposal to evaluate the work of EMS couriers , reviews of which are often not the most flattering, is also very helpful.
Express delivery - customer service quality
Of course, it is difficult to argue with the fact that people who are satisfied with the quality of service are much less likely to publish reviews of the company than those who are less fortunate. Yes, and reading a positive response, it is difficult to understand something specific. Basically, it comes down to general phrases that everything is cool and no complaints.
Another thing is when the client was dissatisfied with the quality of the services rendered to him. In the case of EMS, reviews giving a negative rating, as a rule, boil down to a few typical comments, including:
- impoliteness, punctuality of the courier;
- non-observance of delivery dates;
- unwillingness of company employees to deal with the problem.
The first is quite subjective, and the human factor cannot be discounted. There are problems with the staff in any large company, where one negligent employee can seriously damage the reputation of the entire company.
If we talk about the delivery time, here we must admit that there really are problems.
The bulk of the parcels that were not received on time was sent in the so-called peak periods of the load. So, on Christmas and New Year holidays even punctual European shipping companies declare that the delivery time of correspondence during this period is increased. True, this is also not an excuse for a massive disruption in the delivery time of mail. There is only one way out - to track every step of the parcel and, in the event of a delay, even the smallest one, call EMS.
Reviews regarding the unwillingness of employees to meet the company's customers are most alarming. So, if the parcel is stuck at one of the marks longer than the specified time, a call to EMC does not give anything. The answer is something like this: “Yes, we see, but in order to start doing something, you need a written statement about the loss. Without the initiative of the client, searches for missing parcels are not conducted. ” It sounds strange: there is a database and delivery times, is it really not in the company's interests to know what is happening with the correspondence?
I would like to believe that over time there will be less and less such situations, and they will be resolved peacefully. In truth, there are a lot of polite, and even very, couriers, responsive operators and parcels delivered on time.