Wednesday, July 28, 2010

Very Poor Customer Service from Air21

I sent this email to Air21 following the 3-day delay of the document I shipped to my mother. I am based in Laguna and the document was shipped to Tarlac. Laguna to Tarlac delivery took 6 days - about the same transfer time from Bangkok to Manila!

CONTACT FORM>
Name : Michelle Idmilao
Company Name :
Address :
City : Binan
State/Province : Laguna
Country :
Zip : 4024
Phone Number : 0915-8462533
Fax Number :
Comment : Re: 301002577389

Can you please explain why the document I sent via Air21 from Laguna to Tarlac has not been delivered? Your branch advised of 1-2 days delivery but it has been 5 days (6th day tomorrow! I sent the document via air21, and not via Philpost, knowing that it will arrive earlier, despite the higher rate. So how does your service differ with Philpost when it's been taking the same time to deliver? The document is important and I expected Air21 to deliver it no later than Apr 24.

Secondly, your online tracking says "delivery attempted". Do not tell me that there was nobody to accept the document. The address is residential and commercial at the same time. Operation hours is 6 am- 9 pm. How can that be possible???

I have experienced this same problem with your company several times. Delivery attempted and failed when in fact receivers were at the address waiting for the packages. It seems that your personnel are so fond of "delivery attempted" status. How can your management be so sure that delivery was indeed attempted??

To the manager, please give attention to this concern ASAP. Air21 has been the better courier and it seems that this is becoming less and less true. Thanks.

Michelle Idmilao


So how did Air21 Customer Service, Ms. Cruz replied to my complaint?? Here is her INEFFICIENT, TEMPLATE-BASED, IMPERSONAL, and IMPROPER RESPONSE:


Dear Ms. Idmilao,

This is in response to your inquiry regarding the status of your shipment under tracking number 301002577389.

Please be advised that based on our tracking system, your shipment was already delivered yesterday July 27, 2010 at 12:20 pm and it was received by Micael Idmilao.

For further inquiries, please call Air21 hotline at (02) 854 2100.

Thank you for writing to Air21

Sincerely,

Rischelle Wendy L. Cruz
Airfreight2100 Inc.
DP-Trace Representative

9F Marvin Plaza Bldg., 2153 Chino Roces Ave. cor.
9A Rufino St., Makati City
Philippines 1200

Visit:
www.dos1.com.ph


Of course, this was not the response I expected!! It was obviously a template used to respond to me. Is this how Air 21 responds to customer complaints?? Needless to say, their employees must be retrained (CS who responds to email and include the ones who deliver the documents/packages themselves!!)

So I emailed back saying...


Ms. Cruz,

Does your tracking system also tell you when the document was received by your branch from the shipper? And is this all you can tell me in response to my complaint email?

Yes I am aware that it has ONLY been delivered yesterday, Jul 27 when it should have been delivered NO LATER THAN JUL 24. The document was needed on July 25. It is now deemed USELESS as the document has a deadline for submission.

I did not ask for an update on when the delivery was successfully done. As you can see in my email, I asked for an explanation from your HIGHER MANAGEMENT why the document took 6 LONG DAYS to be delivered from Laguna to Tarlac - ONLY LAGUNA TO TARLAC.

Please have your manager call me at my number below if you cannot handle my concern.

Regards,
Michelle

EStore Unlimited
http://mich0113.multiply.com

0915-8462533
0923-2806675

At the time of writing this blog, I have yet to receive a response to my 2nd email.

I have been using Air21 since I put up an online shop in 2003 (to send and receive products and documents). I have had this same problem of delivery delays a number of times and I just didn't dwell on it. It's very disappointing having to experience this same problem AGAIN!!

15 comments:

  1. naku, ano ba yan sis.. oo nga naman ang tanga talaga ng reply nya!

    anyway, i was at Air21 MOA yesterday and the guy there was just impossible. he told me to get in line, all i wanted was to have a waybill so i could have it filled out already by the time he attends to me. i know how to respect lines naman. but yung turing nya saken as if sisingit ako. Gusto ko lang ng waybill para may ginagawa ako habang nag-aantay. ayaw nya talaga akong bigyan kasi di raw ganun, maliit din raw yung counter, di raw kme magkasha lahat. eh tanga pala sha eh, as if naman ipagsiksikan ko yung sarili ko sa harap nya, andami space para magsulat sa likod. i pointed it out to him, that it would be more efficient if he'd give us our waybill already para mas mabilis kasi malapit narin cut-off. but still ayaw nya mamigay ng waybill, as if GOLD yun at nakawin ko pa noh!

    ReplyDelete
  2. Hay naku Sis, I am still pissed about what happened. This made me google Air21 and look how much negative blogs I found about their service!

    I am now looking into transferring my business to another courier....

    http://fabfinds.multiply.com/journal/item/14/FABFINDS_SWITCH_TO_XEND_EXPRESS

    http://pattybee.multiply.com/journal/item/147

    http://getitonline.multiply.com/journal/item/3258/For_Provincial_Shipments_via_Air21.

    http://ward88.multiply.com/journal/item/55/POOR_SERVICE_ANG_AIR_21_SA_CAVITE

    http://parconline.multiply.com/journal/item/126/Air21s_incompetence_strikes_yet_again.

    http://pattybee.multiply.com/journal/item/147

    http://neszreyes.multiply.com/journal/item/147/DAMN_AIR_21

    I bet there are more Air21 Horror Stories out there! Let's spread this blog.

    ReplyDelete
  3. Air21 sent another email today...

    Dear Ms. Idmilao,

    This is in response to your inquiry regarding the status of your shipment under tracking number 301002577389.

    Please be advised that we already ask the assistance of our Trace Department to further check the status of your shipment and assist you. Rest assured that one of our Trace Representative will get in touch with you for the
    feedback.

    For further inquiries, please call Air21 hotline at (02) 854 2100.

    Thank you for writing to Air21.




    Sincerely,

    Rischelle Wendy L. Cruz
    Airfreight2100 Inc.
    DP-Trace Representative

    9F Marvin Plaza Bldg., 2153 Chino Roces Ave. cor.
    VA Rufino St., Makati City
    Philippines 1200

    Another template-based response?? No apologies whatsoever.

    ReplyDelete
  4. Air21 Trace Rep Ryan Calicatan called me today. He mentioned that delivery from Laguna to Paranaque takes 1-2 days, Paranaque to Tarlac takes another 2 days so it roughly takes 4 days to deliver a single package from Laguna to Pura, Tarlac. So if delivered earlier, that's just a strike of luck, i suppose.

    I stressed out some points:

    1. I was specifically informed by Mail & More SM City Sta. Rosa that delivery will take 1-2 days. I specifically asked for the transit period because I wanted to make sure that the document arrives by Jul 24. Misinformation and obvious incompetence in the part of that branch.

    2. The tracking system indicates "delivery attempted" on 07/26/2010 at 9:35 AM. I do not believe that delivery was indeed attempted. If it was, it must have been at a wrong address. Why did I say this? It is because the right address has a retail store that operates from 6am-9pm (sometimes even later until 10 pm) where 3 people man the store. The store is never left unattended. If Air21 indeed attempted delivery, it should have already been received and signed for. But again, received only on Jul 26 - still LATE.

    3. Can't Air21 delivery personnel call or text the receiver when they face problems with delivery - problems such as no one to receive, closed establishment, wrong address, whatsoever? So that they would not have to schedule another attempt?

    4. How can management be so sure that delivery personnel indeed attempt delivery as indicated in the tracking system? I had this package delivered to me (although in the name of my partner) from Manila with airway bill# 301002522626. The 1st & 2nd attempt (both done on the same day) was unsuccessful because no one was home. So I chat with Mail and More CS rep on Yahoo Messenger as when the next attempt could be. It was informed it could be the next day. So I made sure I was home all day the next day. No one arrived but the tracking system indicated "delivery attempted"!

    So I waited the following day, making sure AGAIN to stay home the whole day and listening to a vehicle stop by the gate. AGAIN, no one came but Air21's tracking system showed "delivery attempted"!
    I just couldn't believe it! How can they possibly attempt delivery without me knowing?!

    5. Customer service via email is poor. My email was regarding a complaint and somebody responds to me thanking me for my inquiry! Not to mention, gives me information that I did not ask and do not need! Response was impersonal (template-based), inappropriate (wrong answer), and incomplete (so as a CS rep, what can you do for an unsatisfied customer?. It only left me wondering "did she even understand what I wrote?" "so what is she gonna do with the issue?"

    6. I have been using Air21 for 7 years. Is this the way Air21 reward loyal customers?

    7. What can Air21 do now? The document is useless. The service is downgrading while the rates just recently increased!

    ReplyDelete
  5. Air21 Trace Rep Ryan Calicatan called me today. He mentioned that delivery from Laguna to Paranaque takes 1-2 days, Paranaque to Tarlac takes another 2 days so it roughly takes 4 days to deliver a single package from Laguna to Pura, Tarlac. So if delivered earlier, that's just a strike of luck, i suppose.

    I stressed out some points:

    1. I was specifically informed by Mail & More SM City Sta. Rosa that delivery will take 1-2 days. I specifically asked for the transit period because I wanted to make sure that the document arrives by Jul 24. Misinformation and obvious incompetence in the part of that branch.

    2. The tracking system indicates "delivery attempted" on 07/26/2010 at 9:35 AM. I do not believe that delivery was indeed attempted. If it was, it must have been at a wrong address. Why did I say this? It is because the right address has a retail store that operates from 6am-9pm (sometimes even later until 10 pm) where 3 people man the store. The store is never left unattended. If Air21 indeed attempted delivery, it should have already been received and signed for. But again, received only on Jul 26 - still LATE.

    3. Can't Air21 delivery personnel call or text the receiver when they face problems with delivery - problems such as no one to receive, closed establishment, wrong address, whatsoever? So that they would not have to schedule another attempt?

    4. How can management be so sure that delivery personnel indeed attempt delivery as indicated in the tracking system? I had this package delivered to me (although in the name of my partner) from Manila with airway bill# 301002522626. The 1st & 2nd attempt (both done on the same day) was unsuccessful because no one was home. So I chat with Mail and More CS rep on Yahoo Messenger as when the next attempt could be. It was informed it could be the next day. So I made sure I was home all day the next day. No one arrived but the tracking system indicated "delivery attempted"!

    So I waited the following day, making sure AGAIN to stay home the whole day and listening to a vehicle stop by the gate. AGAIN, no one came but Air21's tracking system showed "delivery attempted"!
    I just couldn't believe it! How can they possibly attempt delivery without me knowing?!

    ReplyDelete
  6. 5. Customer service via email is poor. My email was regarding a complaint and somebody responds to me thanking me for my inquiry! Not to mention, gives me information that I did not ask and do not need! Response was impersonal (template-based), inappropriate (wrong answer), and incomplete (so as a CS rep, what can you do for an unsatisfied customer?. It only left me wondering "did she even understand what I wrote?" "so what is she gonna do with the issue?"
    6. I have been using Air21 for 7 years. Is this the way Air21 reward loyal customers?
    7. What can Air21 do now? The document is useless. The service is downgrading while the rates just recently increased!
    The Trace Rep cordially told me they will have the SM Sta Rosa branch looked into. He said they should have referred to the Service Reference Guide which should have showed them the correct delivery period. Well - the staff who attended to me did not check a guide or a book whatsoever when I asked her.

    I suggested that Air21 check that branch (and hopefully all other branches) by "mystery shopping". They should not call and ask the staff if they remember me and if they remember telling me such, instead, have someone pretend to ship a package and ask for delivery period/s. The rep advised that they do follow a procedure but did not go into details how that procedure goes. I just hope that the procedure is something smart and effective.

    Well, not all my points were addressed well during the call but I hope he noted my concerns. He advised that I will receive a letter as to how the concern has been handled by Air21.

    Let's wait and see, then. My document is now useless but this blog will never be. I will keep on writing about this until it is resolved.

    From now on, I will blog about the service from the companies I choose to bring my business to whether poor or commendable. But I do hope that I would not have to write another "horror story"!

    You sure are all invited to post your comments, thoughts, personal experiences, reactions, etc. The companies I write about are of course also welcome to post comments! As customers, we would like our concerns noticed.

    ReplyDelete
  7. If I may add fuel to the fire.

    My shipment of a figurine packed with packing peanuts filled to the brim in a corrugated cardboard box, which in turn was packed in bubble wrap, then wrapped in plastic arrived to my buyer in pieces. I'm just wondering, what to they do with the shipment? I can't believe an ordinary accidental drop would cause this extent of damage to an extensively packed item. I've shipped a bottle of perfume thru MC Express with less "shockproofing" than this and it arrived in the same shape.

    ReplyDelete
  8. I also heard the same experience as you had.. That is really disappointing.. and as a result, they've lost a customer and generated bad word of mouth. Good customer service is really very important..
    Small Business Answering service

    ReplyDelete
  9. same thing happened to me, send the package on monday night but its already friday and still no package arrived.

    ********* see the template below: *************

    From: ext Rischelle Wendy Cruz-Capiendo [mailto:rwlcruz@dos1.com.ph]
    Sent: Sat 10/29/2011 12:38 AM
    To: Tome, Renato (EXT-Other - PH)
    Subject: Re: Complaints


    Dear Renato,

    This is in response to your inquiry regarding the status of your shipment under tracking number 301003000682.

    Please be advised that we already ask the assistance of our Trace Department to further check the status of your shipment and assist you. Rest assured that one of our Trace Representative will get in touch with you for the feedback.

    For further inquiries, please call Air21 hotline at (02) 854 2100.

    Thank you for writing to Air21.



    Sincerely,

    Rischelle Wendy Cruz - Capiendo
    Airfreight2100 Inc.
    DP-Trace Representative

    4F Contact Services
    CARGOHAUS Bldg.
    Brgy. Vitalez, NAIA Complex
    ParaƱaque City
    Philippines 1700

    ReplyDelete
  10. Subject: Complaints
    Date: Fri, 28 Oct 2011 07:25:07 +0300
    From: Tome, Renato
    To:



    to all concerned:

    i avail your service second time now, but this time im too much dissappointed to think its very delayed to deliver the item.
    I sent the package monday night Oct.24 but the receipt is dated on Oct.25 due to missed the cut-off time and it is acceptable.
    I received the SMS advising the package will be delivered on Oct.27 which is in the tracking has arrived on Oct.26 Cebu.
    Now my wife is waiting since yesterday Oct.27 until NOW !
    I was surprised about the tracking information stated "Incomplete address". !!! how come it is incomplete address? it is a school address and it is the same address
    when i first time avail of your service (double check that in your database).
    So where's your initiative contacting the consignee's mobile number asking for help? !!!

    Tracking number: 301003000682
    the item is only a gift, but it not special anymore if it arrives late.

    ReplyDelete
  11. Poor Service tlga Air21 ,
    I bought 2 Dress Online, ung Sender is from Gatbuca Calumpit Bulacan
    since wala syang meet up & Trusted Online Store kuna din sya,
    no choice ako kunde pa Deliver , Saturday sinend nya saken yung
    Tracking Number , I check the status of my Package via online ,
    On delivery Chuchu na daw .. pero kahit anong isipin ko
    Saturday, sabihin ng Off ng Sunday ang Store nila, Monday, Tuesday
    waLa paren .. The fact na ang Location ko is from
    Pampanga lang .. OMG ! nkakaka Stress !
    bakit di nalang sila magsara ! Ughh !

    ReplyDelete
  12. Very poor customer service!
    Unprofessional, parang nasa palengke kung makipagusap sa mga customer. They need trainings on customer service 101.

    ReplyDelete
  13. i am now experiencing the same problem with ms. Idmilao. The service is very disappointing, what adds more to disappointment is how they answer you back. I already told them that the package was already delivered to their hub, and the customer service replied, the shipment is already in their hub. kakatawa lang.. inulit lang ang sinabi ko..

    ReplyDelete
  14. My experience with Air21 is they are so highly incompetent. For all intent and purpose, they don't a customer service, since you get no info tracking your package on their online site.I entered my tracking number on my waybill, and their reply... track number unfounded. I email them to find out the delay on them delivering my package. They answered... this is air21 mailroom, we can't accept your mail because you have multiple recipients. You need to contact your post master. I sent a text message to them at 2948, and they respond.... the subscriber you have reached is not available..... daytime and night,. same response. Calll them at their hotline number+63455992801..... their answering service response, the subscriber you are trying to reach is unavailble you need to contact our hotline hahahaa. Note, I only conducted business with Air21 and I am the only recipient of this package, a CRBA for my infant child from the US Embassy, that is already2 days delayed. I come to the conclusion that you can't deal wit Air21, so I just reported my problem with them to the US Consulate.

    ReplyDelete
  15. Don't stress yourself with these Air21 customer service incompetent fools, and for future get you a rekiable courier service. They are the ones losing valuable customers. US Embassy is one of their bigggest customers and they treat their custoners like crap.That's why I am complaining to the US Embassy about their poor customers service.

    ReplyDelete