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Old 04-29-2015, 09:11 PM   #1 (permalink)
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Angry Extremely frustrated

Hi all.
I placed an order with a retailer that I very seldom use yesterday and since they have a new website that now offers courier shipping I thought I'd select it. It is obviously more expensive but the order is for a gift and I need it in the next week.

I emailed to enquire if my order had shipped and was told that it had indeed shipped and that they had changed it from FedEx to USPS postal service which is cheaper and that they would offer me a refund of the price difference. Firstly I didn't choose postal delivery, I chose FedEx for a reason so while I appreciate the cost saving, it's not what I wanted.

An even bigger problem though is that the address I gave is my residential address as I was expecting it to be delivered by courier. There is no home post delivery where I live and the parcel which they took upon themselves to change to postal delivery will never reach me.

I am incredibly angry and have politely emailed the retailer to inform them of the fact that it will not reach me but am awaiting their response.

What should I do and what can I reasonably expect the retailer to do in a situation like this?

The parcel which they decided to send via a shipping method that I never chose will now never get to me and I was hoping to have it as it was a gift for someone.
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Old 04-29-2015, 09:27 PM   #2 (permalink)
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Default Re: Extremely frustrated

Quote:
Originally Posted by thamesradar View Post
Hi all.
I placed an order with a retailer that I very seldom use yesterday and since they have a new website that now offers courier shipping I thought I'd select it. It is obviously more expensive but the order is for a gift and I need it in the next week.

I emailed to enquire if my order had shipped and was told that it had indeed shipped and that they had changed it from FedEx to USPS postal service which is cheaper and that they would offer me a refund of the price difference. Firstly I didn't choose postal delivery, I chose FedEx for a reason so while I appreciate the cost saving, it's not what I wanted.

An even bigger problem though is that the address I gave is my residential address as I was expecting it to be delivered by courier. There is no home post delivery where I live and the parcel which they took upon themselves to change to postal delivery will never reach me.

I am incredibly angry and have politely emailed the retailer to inform them of the fact that it will not reach me but am awaiting their response.

What should I do and what can I reasonably expect the retailer to do in a situation like this?

The parcel which they decided to send via a shipping method that I never chose will now never get to me and I was hoping to have it as it was a gift for someone.
Order another one and ask for FedEx specifically. The first one will end up getting mailed back to them if USPS doesn't deliver to your residential address
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Old 04-29-2015, 09:29 PM   #3 (permalink)
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Default Re: Extremely frustrated

Never use them again, vote with your wallet.

Generally if you hardly use or have never used an unheard of retailer, there's a reason, they generally suck.
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Old 04-29-2015, 09:32 PM   #4 (permalink)
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Default Re: Extremely frustrated

Typically in the case of a failed delivery, USPS will take the package back to the local office. Keep an eye on your tracking status and you should be able to tell if they took it back to their post office.

If your seller is at all respectable, he/she should be willing to help you sort out your shipping issue with USPS (by making sure this model gets to you, replacing it, or issuing a refund).

Most importantly, keep your tracking number on hand, and be ready to make some phone calls in case this doesn't work out. Relax a bit! None of this is your fault, so any claim you file should be in your favor.

Hope all goes well

Last edited by vg747; 04-29-2015 at 09:35 PM.
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Old 04-29-2015, 09:39 PM   #5 (permalink)
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Default Re: Extremely frustrated

I can't pay close on $400 just to reorder. I hardly ever use the retailer in question not because of any previous negative experiences but because they are on the other side of the globe to me and the retailers I usually use are closer. I've used this company a few times before but the last time was at least three years ago.

I live in South Africa where the postal service is absolutely dismal so if it's addressed incorrectly there is probably a 0.5% chance it will ever find its way to me or back to the retailer, hence my specifically selecting FedEx. The retailer is on the US West coast so business hours are over for the day there so I guess I'll only hear again tomorrow what (if anything) they intend to do to fix this mess.

Last edited by thamesradar; 04-29-2015 at 09:42 PM.
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Old 04-29-2015, 09:41 PM   #6 (permalink)
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Default Re: Extremely frustrated

I'm not sure about your retailer, but Amazon is using USPS for a majority of the next day deliveres to my home (including Sunday). They have been pretty reliable for me. This has been going on for almost a year now. I think the USPS is trying to compete with FedEx and UPS for the retail online shipping business.
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Old 04-29-2015, 09:47 PM   #7 (permalink)
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Default Re: Extremely frustrated

Possibly, but this is for an international parcel from the USA to South Africa. Even via courier (UPS/DHL/FedEx ) the fastest shipping time is 4 days. ANYTHING going via the SA Post Office (who ultimately handles it once it arrives in the country) is as good as gone if it's incorrectly addressed.
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Old 04-29-2015, 09:51 PM   #8 (permalink)
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Default Re: Extremely frustrated

What p***** me off is that the retailer took it on themselves to change the selection I'd made without asking me and has caused this unnecessary mess. I will put an update on here of how they handle it. I don't want to mention the name of the retailer because I do want to give them a fair chance to fix the mess they created.
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Old 04-29-2015, 10:00 PM   #9 (permalink)
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Default Re: Extremely frustrated

Oh I didn't realize you were outside the US. That's a little bit more difficult then, but most of the burden should then be on the seller to make it right. Did you get insurance?

In case your delivery fails and your seller does not fix the issue, you might eventually make your way to these links:

https://www.usps.com/help/claims.htm

International Inquiry and Claims Process

I'm curious to here what the retailer will say after you explain the situation.
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Old 04-29-2015, 10:01 PM   #10 (permalink)
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Default Re: Extremely frustrated

Wow South Africa ay, that parcel is as good as gone, probably end up on some postal workers mantelpiece :-(
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Old 04-29-2015, 10:07 PM   #11 (permalink)
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Default Re: Extremely frustrated

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Originally Posted by Ukrainian_Falcons View Post
Wow South Africa ay, that parcel is as good as gone, probably end up on some postal workers mantelpiece :-(
To put into perspective how bad our Post Office is here in South Africa, they went on strike in August 2014 causing a complete and total shutdown of the entire South African postal system and they only returned to work in January 2015. Six months of absolutely zero work at the South African post office. In the process of the strike, the esteemed postal workers piled heaps of parcels onto bonfires outside post offices, looted and set fire to postal depots and killed fellow post office workers who did not participate in the strike. So yup...I hold out no hope of ever seeing my order. They have a ' helpline' which is never answered and their tracking facility on their website hasn't worked in two years.
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Old 04-29-2015, 10:15 PM   #12 (permalink)
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Default Re: Extremely frustrated

The onus should indeed be on the seller. I'm just wondering what a reasonable expectation from my side would be in terms of them fixing it. What can I reasonably expect them to do? I would obviously like them to just do what I asked in the first place and send me the items I ordered via the shipping method I selected but that would mean them resending another set of items. Would that be a reasonable expectation? I can't just wait and see if it arrives as I know it will not get here if addressed wrong snd it was intended as a birthday gift for 8 May.
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Old 04-29-2015, 10:22 PM   #13 (permalink)
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Default Re: Extremely frustrated

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Originally Posted by thamesradar View Post
The onus should indeed be on the seller. I'm just wondering what a reasonable expectation from my side would be in terms of them fixing it. What can I reasonably expect them to do? I would obviously like them to just do what I asked in the first place and send me the items I ordered via the shipping method I selected but that would mean them resending another set of items. Would that be a reasonable expectation? I can't just wait and see if it arrives as I know it will not get here if addressed wrong snd it was intended as a birthday gift for 8 May.
It is reasonable for you to expect one of the following in the event that your model is not delivered

(1) the seller replaces/reships your model
(2) they issue a full refund

Basically a reasonable expectation would be that you take no loss from a financial/asset standpoint as this is in no way your fault.
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Old 04-29-2015, 10:28 PM   #14 (permalink)
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Default Re: Extremely frustrated

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To put into perspective how bad our Post Office is here in South Africa, they went on strike in August 2014 causing a complete and total shutdown of the entire South African postal system and they only returned to work in January 2015. Six months of absolutely zero work at the South African post office. In the process of the strike, the esteemed postal workers piled heaps of parcels onto bonfires outside post offices, looted and set fire to postal depots and killed fellow post office workers who did not participate in the strike. So yup...I hold out no hope of ever seeing my order. They have a ' helpline' which is never answered and their tracking facility on their website hasn't worked in two years.
Dam, that's extreme, they took "going postal" to a knew high

I reckon in that case, if your parcel is lost, the retailer should give you a full refund, you tell them that the reason you selected courier because of the facts above and that changing the method of shipping without consent led to the lose of this package which is 100% their fault because they didn't listen to instructions from the customer
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Old 04-29-2015, 10:51 PM   #15 (permalink)
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Default Re: Extremely frustrated

Thanks for that advice, I will wait to see what they say about it. I'd really just like them to ship my models via the method I selected so that I can get them. All three are sold out everywhere else and are very rare now and are ones I've been wanting in my Heathrow collection. I'm not out for a refund, I just want my models.

Cheers.
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Old 04-29-2015, 11:10 PM   #16 (permalink)
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Default Re: Extremely frustrated

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Originally Posted by thamesradar View Post
Thanks for that advice, I will wait to see what they say about it. I'd really just like them to ship my models via the method I selected so that I can get them. All three are sold out everywhere else and are very rare now and are ones I've been wanting in my Heathrow collection. I'm not out for a refund, I just want my models.

Cheers.
Totally understand, there's nothing more frustrating then getting a defective model or a having a package go missing when all you want is for it to just arrive safely and in mint condition.

Retailers think customers are pains in the butt, customer think retailers are a pain in the butt 10 fold when they constantly want to do the wrong thing almost on purpose
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Old 04-30-2015, 05:38 AM   #17 (permalink)
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The vendor has now contacted me briefly via email saying that they will 'try to trace my parcel with the USPS' once business hours begin today. I'm not a very satisfied customer right now!
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Old 04-30-2015, 06:00 AM   #18 (permalink)
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Default Re: Extremely frustrated

What models were they?
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Old 04-30-2015, 06:42 AM   #19 (permalink)
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They were some Aeroclassics models that are now sold out pretty much everywhere as well as few other diorama items.
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Old 04-30-2015, 02:11 PM   #20 (permalink)
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Default Re: Extremely frustrated

Quote:
Originally Posted by thamesradar View Post
.....I live in South Africa where the postal service is absolutely dismal so if it's addressed incorrectly there is probably a 0.5% chance it will ever find its way to me or back to the retailer....

....they went on strike in August 2014 causing a complete and total shutdown of the entire South African postal system...
This is precisely why I will not ship to South Africa, regardless of the courier.

I hope that the situation works itself out.

Last edited by N. Eberhard; 04-30-2015 at 02:14 PM.
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Old 04-30-2015, 03:05 PM   #21 (permalink)
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Default Re: Extremely frustrated

Nick, yeah the ONLY reliable way to ship goods to South Africa is by UPS/DHL/FedEx. I trust those three couriers and use them a lot, but certainly don't trust the Post Office. P'S I'm still waiting to hear from the retailer what they plan to do to fix the mess they created.
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Old 04-30-2015, 06:22 PM   #22 (permalink)
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Default Re: Extremely frustrated

How'd you pay for these models? Paypal?
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Old 04-30-2015, 07:42 PM   #23 (permalink)
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How'd you pay for these models? Paypal?
No, credit card. The vendor did send them in good faith, I'm not disputing that at all as I can see that the parcel has now left the USA thanks to the USPS tracking number. He just completely neglected to follow my instructions as selected (and paid for) on his website that said I needed the parcel sent FedEx and instead took it upon himself to change the shipping method to USPS which will never get to my residential address as we have no postal delivery. I'm still waiting for his response and it is almost the close of business in the US.

P'S the tracking number ceases to be of any relevance once the parcel enters South Africa as our useless post office issues a new local tracking number which is untrackable to the recipient. Dumb I know.

Last edited by thamesradar; 04-30-2015 at 07:44 PM.
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Old 04-30-2015, 07:54 PM   #24 (permalink)
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No, credit card. The vendor did send them in good faith, I'm not disputing that at all as I can see that the parcel has now left the USA thanks to the USPS tracking number. He just completely neglected to follow my instructions as selected (and paid for) on his website that said I needed the parcel sent FedEx and instead took it upon himself to change the shipping method to USPS which will never get to my residential address as we have no postal delivery. I'm still waiting for his response and it is almost the close of business in the US.

P'S the tracking number ceases to be of any relevance once the parcel enters South Africa as our useless post office issues a new local tracking number which is untrackable to the recipient. Dumb I know.
Hey, I get it. My local Post office can be very mediocre when it comes to USPS shipments. I mean, many of my packages have been lost that way, I live below the U.S. for gods sake, only they know how someone can manage to misplace a package like that.

Nevertheless, I have only faced one seller from ebay who decided to charge me 45 USD for shipment to Mexico but used a cheap service instead and never told me about it.

Now I am in a dispute with him through Ebay which has lasted more than a month and was recently placed on hold by Ebay because the tracking shows it entered the country.

I thought the money back guarantee stands for "Either you get it at your door, or you get your money back" instead of "Have your package sent to your country or get your money back"

Sheesh..
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Old 04-30-2015, 08:01 PM   #25 (permalink)
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Sounds like you're having a similar problem! This vendor is an established retailer with a substantial online store, so I am very surprised at what has happened. I don't want to divulge who the retailer is because I'm hoping they will do the right thing and send me my models via the method I actually asked for in the first place. If I don't get any satisfaction then I think it's only fair that I warn others of their practices.
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Old 04-30-2015, 08:40 PM   #26 (permalink)
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The most advanced nation in Africa, and you have a Third-World postal system. Must be on the to-do list. Hope you get your problem resolved.
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Old 05-01-2015, 05:43 PM   #27 (permalink)
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So two days after they said they'd contact me with a solution to the mess, the vendor still hasn't replied to any emails or even attempted to contact me.
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Old 05-01-2015, 05:59 PM   #28 (permalink)
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Default Re: Extremely frustrated

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So two days after they said they'd contact me with a solution to the mess, the vendor still hasn't replied to any emails or even attempted to contact me.
I think patience is your best course of action right now. The seller will want to wait and see if the models ever get back to him before sending you a refund. It's too early to know if they ever will. But you'll have to wait at least a couple of months.
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Old 05-01-2015, 06:24 PM   #29 (permalink)
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I think patience is your best course of action right now. The seller will want to wait and see if the models ever get back to him before sending you a refund. It's too early to know if they ever will. But you'll have to wait at least a couple of months.
Ironic, since the whole mess arose by the vendor choosing to ship my models via the Post Office instead of the much quicker FedEx method I payed for. I find it very interesting too that they haven't refunded me the difference between the method I payed for and the (much, much cheaper) method they unilaterally decided to use.
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Old 05-01-2015, 08:44 PM   #30 (permalink)
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Its quite unbelievable the postal system in SA would be like this. I had one experience with them when I ordered my IF200 SAA 747 model from a store in SA (it was completely sold out everywhere else) and wanted it shipped to a friend living there in Jo'burg even though she warned me it could go missing and missing it went. She had to go there to collect it and they told her they did not have it so I contacted the store again and they went and actually found it and shipped it directly to me and I finally got it. I don't remember how they shipped it as it was a number of years ago but I got it.

I think I now have even greater respect for the postal system in my country. On 2 occassions they reinforced my faith in them. The first time was when a large package from Nick went missing, I just never got it and put it down as a total loss while cursing the post office and assuming it got stolen. Then after 6 months, I got a letter from the airport customs informing me that if I did not clear my package which has been sitting with them for over 3 months, it would be auctioned off. I sent someone there with the letter quick time and they found it. The box had suffered water damage, was ripped open, one model missing, another missing its box and 1 wing while everything else was there. When they saw the state of the box and its contents the customs waived the duty applicable and let it go. Turns out the package arrived here on time and the initial customs notice I was to receive informing me of the duty payable went missing and chances are it went missing from my end as it was probably not stuffed properly in the letterbox and got blown away so it sat there at the airport for 6 months getting tossed and thrown around here and there and I none the wiser till it was labelled as an unclaimed package and going up for auction with one last notice sent to me which I received just in time.

The second time was last month when I received a FedEx package from Hong Kong with a large number of models inside. I received a FedEx notice that the package was stopped by customs and they can clear it for me if I wish so I used that option. It took 4 days to clear and I paid the customs duty and charges applicable and when I opened it, all the models were defective and had to be returned. I went back to Fedex and they recalled it as the same package that they cleared for me the day before and I told them the goods are defective so I would like to send it back so they tell me that I have to bring all the documentation I received when I got the package i.e. customs clearance papers, invoices etc, it will go to security and if approved, then they can book it for a return. Basically a whole lot of red tape. I questioned their 'Express' service and they said these are the local regulations. When I asked to just give me a shipping quote they said it would cost $125. I picked up the package, thanked them and walked out and round the corner to the EMS post office where they knew me from before, quickly checked the contents and handed me a customs form to fill out and quoted me $28 with a 5 day delivery period. I sealed it, labelled it, paid the charges and it reached Hong Kong in 5 days without incident. No red tape, no 20 questions, nothing. Here, I do the exact opposite, avoid these overpriced designer couriers and simply use our local EMS service.



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Old 05-01-2015, 10:45 PM   #31 (permalink)
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Everyone chill out.

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Old 05-01-2015, 10:51 PM   #32 (permalink)
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They're...
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Old 05-01-2015, 11:52 PM   #33 (permalink)
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Everyone chill out.

THERE WHAT !!!!!!!!

lol

If only that statement were true, maybe they'd be priced abit more appropriately.....
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Old 05-02-2015, 12:18 AM   #34 (permalink)
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They're...
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Old 05-02-2015, 01:41 AM   #35 (permalink)
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They're...
cyhupilot... i feel your pain
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Old 05-02-2015, 02:39 AM   #36 (permalink)
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their their its allrite
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Old 05-02-2015, 03:08 AM   #37 (permalink)
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their their its allrite


Best of luck, thamesradar.
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Old 05-02-2015, 04:42 AM   #38 (permalink)
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Their are to many grammer nazi's here too count. Your all a bunch to-faced jerks. You shouldn't publicly call out they're gramar. For all intensive purposes, your not supposebly opposed to gammer-bully.
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Old 05-02-2015, 05:22 AM   #39 (permalink)
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Well I finally managed to get hold of a different person at the vendor's store and they have promised to resend the order ( fortunately the models are in stock) via FedEx as originally paid for and selected. Thankfully they have at least one service - oriented person working there.
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Old 05-02-2015, 05:20 PM   #40 (permalink)
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Their are to many grammer nazi's here too count. Your all a bunch to-faced jerks. You shouldn't publicly call out they're gramar. For all intensive purposes, your not supposebly opposed to gammer-bully.
Its not jsut grammar thet gets the bullys wroked up. Its the mispellars to.
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Old 05-02-2015, 06:03 PM   #41 (permalink)
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Default Re: Extremely frustrated

I no wot you meen thats why they invetered spelchekker
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Old 05-02-2015, 08:05 PM   #42 (permalink)
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Default Re: Extremely frustrated

Quote:
Originally Posted by thamesradar View Post
Well I finally managed to get hold of a different person at the vendor's store and they have promised to resend the order ( fortunately the models are in stock) via FedEx as originally paid for and selected. Thankfully they have at least one service - oriented person working there.
Glad it got sorted out... Lucky for you the vendor wasn't (insert vendor's name)
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Old 05-02-2015, 08:38 PM   #43 (permalink)
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Default Re: Extremely frustrated

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Originally Posted by cyhupilot View Post
Glad it got sorted out... Lucky for you the vendor wasn't (insert vendor's name)
Check your Email re AC A340.
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Old 05-03-2015, 02:31 AM   #44 (permalink)
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Default Re: Extremely frustrated

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Originally Posted by Kitty Hawk 1903 View Post
Check your Email re AC A340.
I didn't get anything. No email or Pm?
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Old 05-04-2015, 04:38 PM   #45 (permalink)
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Default Re: Extremely frustrated

I agree what you say about the south african postal service -I live in south africa as
well.Very questionable service but forever striking for more (most undeserverd) pay !

I have certainly had issues with them as well.

This might help: Try phoning 0860111502 and give them your USPS tracking number
and ask them for the corresponding SA tracking number.
It might take up to 20 minutes before they answer !

Alternatively,go to a post office and ask them to get the SA tracking number for
you over the counter.

Also,try going to the nearest post office to your residence -it could have been sent to there.

If you live in the general Johannesburg area,another option is to go to the customs
area at the postal warehouse near JHB international airport.

From my OWN past experience sometimes these actions will work.
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Old 05-05-2015, 11:16 AM   #46 (permalink)
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Default Re: Extremely frustrated

Hi Leongrnfld-

Thanks for that info. Yes, I've been through the whole SA Post Office circus act before...but I appreciate your advice.

My favourite SA Post Office gem is the recorded after hours message you get if you call 0860111502...it goes:"Our office hours are 8-5pm Monday to Thursday, and 8-17:00 on Fridays" ...mind boggling stupidity.

Of course my second favourite gem from them was in December, four months into their last strike, when I tried to call my local post office three days in a row with no answer. When I went to the actual branch they were all there and 'working', though not in uniform. I asked why they don't answer the phone and was told they are too scared to because their fellow striking colleagues may try to call the branch to see if they are working and then come to the branch to attack them, so they were coming to work in casual clothes incase of an attack in which case they would be able to run away and blend in to the crowds. Apparently their esteemed colleagues did this to another branch in JHB and ended up lynching and setting fire to (and murdering) a postal worker who was at work.

Basket case country? You decide.

Last edited by thamesradar; 05-05-2015 at 11:23 AM.
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Old 05-05-2015, 03:00 PM   #47 (permalink)
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Default Re: Extremely frustrated

That strike almost destroyed the south african postal "service".
It seems like those moronic savages can get away with whatever they want.
south africa is a lost cause !
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