Pos Laju Malaysia Need To Buck Up Its Service
Pos Laju, our National Courier, guarantee next (working) day delivery within Pos Laju coverage areas. Do they live up to their promise? Next day delivery, but not being delivered, that was my experience. Technically, it is still next day delivery, right? Do it once, do it right seemed NOT to be their motto.
I have recently ordered a Photobook from Photobook Malaysia, and it was delivered via Pos Laju. The shipping confirmation email states:
“We are pleased to inform you that your order xxx has been shipped out. For your added convenience, you can track the delivery progress at http://www.poslaju.com.my/track-trace-v2/. Your tracking code number is xxx which you can enter into the E-Tracking section of the website. Note: Please allow at least 1-2 working days for the tracking code to be updated on the Pos Laju website.”
If it takes 1-2 days for Pos Laju to update tracking code on their website, how do they live up to their next day delivery promise? How does the tracking code works exactly – to be activated after delivery? Well, true enough, the tracking code wasn’t active when I immediately logged on to the website .. but, it did activate before delivery.
But anyway, here are the chronology of the events:
30 Jan 2017, 11:55 PM: Shipping confirmation email from Photobook Malaysia
On Pos Laju’s website:
| Date / Time | Process | Event |
|---|---|---|
| 02 Feb 2017, 10:23:53 AM | Consignment successfully delivered | Pos Laju Kepong |
| 01 Feb 2017, 02:08:57 PM | Item can be collected at | Pos Laju Kepong |
| 01 Feb 2017, 12:17:23 PM | Unsuccessful delivery. Please contact 1 300 300 300 Insufficient address | Pos Laju Kepong |
| 01 Feb 2017, 09:01:59 AM | Arrive at delivery facility at | Pos Laju Kepong |
| 01 Feb 2017, 08:43:22 AM | Item out for delivery | Pos Laju Kepong |
| 31 Jan 2017, 10:27:19 PM | Consignment dispatch out from Transit Office | Parcel Hub Shah Alam |
| 31 Jan 2017, 08:53:52 PM | Item processed | Parcel Hub Shah Alam |
| 31 Jan 2017, 08:29:37 PM | Item dispatched out | Pos Laju Shah Alam |
| 31 Jan 2017, 04:29:12 PM | Item picked up | Pos Laju Shah Alam |
Photobook’s office is at Shah Alam; the item was sent vis Pos Laju Shah Alam, to be delivered to my address at Kepong (Pos Laju Kepong).
On 1 Feb, Pos Laju made their first round, so they do keep to their 1 day delivery guarantee. But it was an unsuccessful delivery due to insufficient address … come on, there were no problems in the past (not the first time a Photobook being delivered to my place).
As I was actively tracking the delivery, I noticed the issue immediately. So, I called Posline 1-300-300-300 – waited 4-5 minutes, and finally I was attended to by an English-speaking staff. After quoting my tracking code, I was told the unsuccessful delivery due to no such addressee at the address. Hang on there .. I was confused as the system indicates insufficient address. But the staff confirmed that it is because of no such addressee. Hmm .. I asked to reconfirm address, and requested for a second delivery. But I was told that the second delivery will take additional 2 days, on 3 Feb 2017 .. laju, sungguh laju (fast, very fast indeed).
After the call, I was plagued by skepticism – that says a lot about the reputation of our Pos Malaysia’s service. As Pos Laju Kepong is only 15 mins away / 6km, I decided not to risk another (possible) fail delivery. Relying on Waze (just type “Pos Laju Kepong“), I made a trip on the very next day 1 Feb 2017.
At Pos Laju Kepong, even the staff who attended to me was baffled. I was told that in the system, it was keyed in as “insufficient address”. On the document itself, it was written as “no such addressee”.
When the staff reconfirmed my address, which was of course correct, duh .. the officer nonchalantly said in Malay “Maybe the postman went to the wrong address, that’s why no such addressee at the address.” No apologies, nothing, yada. Apa ni? (What’s this?) I made the trip due to your incompetency .. the least you could offer me is an apology, no?!
If you need to make a trip to Pos Laju Kepong, here is the address and driving direction to Perindutrian Desa Aman:
POS LAJU KEPONG
No 5 Jalan IDA 1A, Perindustrian Desa Aman, 52200 Kepong, Kuala Lumpur
Tel: 03-6263 2420
Other branches here.
OPERATION DAY (on their website):
Posting Hour & Window Collection Hour:
Monday – Friday: 8.00 am – 8.00 pm
Saturday: 8.00 am – 6.00 pm (First Saturday & Sunday: Closed)
Operating Hour (At Pos Laju Kepong):
Monday – Friday: 8.30 am – 8.00 pm
Not stated Sat’s operating hours
First Saturday, Sunday & Public Holiday: Closed
There are parking bays inside Pos Laju’s compound, although some customer parking bays were used by Pos Laju delivery van.
At Pos Laju Kepong, for posting and collection:
For collection, there is no queue ticketing system.
At the collection counter, either put your Notice, or write down your tracking code on a piece of paper, and put it in the basket. “Sorry note” here means “Notis Pemberitahuan” (or unsuccessful delivery note) … though in my case, I think Pos Laju should really give me a note to say they are sorry for their inefficiency.
Items will be kept for 7 days only. If the item bounced back to the sender due to unsuccessful delivery, customers are (usually) required to pay another shipping cost for re-delivery. Customers never win.
