Friday, September 21, 2007

Irresponsible Courier Company

I received this complaint letter from Ms Jessie Loh:

On behalf of my company, I used a courier company, Skynet Worlwide (M) Sdn Bhd, to send five laptops (two new Toshiba and three repaired laptops) from my branch in Prangin Mall, Penang to another branch in Sungai Petani, Kedah (consignment number: 201 23474 5165 (date: 10/8/2007). Sadly, when parcel arrived at its intended location we found out that a new Toshiba laptop was not in the parcel.

To verify, I played back the CCTV at my Prangin Mall branch. It clearly recorded that five laptops were put into the box. After inspection, a Skynet’s employee sealed the box. When the parcel arrived at the Skynet’s office in Penang, it was weighted at 44kg and was recorded in their consignment note. When the parcel arrived at our Sungai Petani’s branch, the weight registered for the consignment was 39kg. Clearly something had been taken out from our parcel while it was being delivered from the Skynet’s office in Penang to our branch in Sungai Petani.

Subsequently, I complained to the Branch Manager of Skynet’s Penang, Mr Looi Han Why. A few days later, he told me that the company has offered me a RM200 compensation for the missing new laptop. Not satisfied with the offer, Mr Looi passed me the contact details of their Customer Management Manager Ms Shirley. I called Shirley and ask her to reconsider the compensation.

She said that the matter should be in the police hand and their company is not responsible for the theft, even if the theft is from their company. She reaffirmed the company’s decision to compensate me RM200 only for a laptop which is valued at RM 4099 market price. Then, I received an email reply when I asked about the compensation, Mr Looi replied that the company is only willing to RM100 as compensation for the lost laptop.

After the incident, I spotted gross negligence of the company. They did not advise us to insure our package and there is no security seal to ensure that the parcel will not be tempered with before arriving at its destination. It is unfortunate that Skynet, which is supposed to be a trusted logistics partner to many small medium enterprises like mine, is acting in such irresponsible manner. The company should practice all necessary security measures to safeguard and protect clients’ items and parcels at all times.

Due to a lack of protection for corporate consumers like my company, I felt that it is necessary to take up this complaint through the media to ensure that service providers adhere to serious corporate governance and good customer service.

Ms Jessie Loh
General Manager
DSnet Computer Technology (M) Sdn Bhd
Tel: 04-6590288


koolgeek said...

You can start by a police report (although it will require many more know-who and $$$ to get something done).

Anonymous said...

Once bitten twice shy.
Shld stop using their services.