Not much Fun with Fastway

I recently signed my company up with Fastway Couriers to use their online portal. After using another well known courier company's very easy-to-use online system for the past year, the experience so far with Fastway leaves much to be desired. The Service Consultant, Jacky Buys assigned to us firstly jumbled up the quote, giving me an invoice for one amount and then asking me to pay a different amount. Eventually after some confusion, she realised she had made a mistake on the invoice. No apology was given. I hesitantly paid over the money on 20 Nov. Five days later, I hadn't heard a thing from Fastway so I emailed the Service Consultant again. Shortly after, got a call from Arnold to say he wanted to come see me the following day at 15H30 for training. He never arrived at the time agreed. Only 2 days later on 27/11, Jacky responds to my email to tell me Arnold will contact me. Arnold eventually arrives on the 27th for training on what I think is a VERY unuser friendly system. The next day I create my first manifest to have a package sent to a customer. One has to click quite a few times to print the labels and documents required and once that is done, one has to manually try and find the drivers in your area to collect the package, then phone them to collect. It is not a simple system. Here is where the next lot of fun starts. After eventually finding the driver search page, I search under “Greenside” and find three drivers who supposedly handle the area. First on the list is Emmanual who tells me he doesn’t do Greenside area at all, so I call Eddy (second on list) who tells me he is not doing Greenside either!?! By this stage I am so furious I don’t bother calling the 3rd driver on the list and proceed to contact Jacky who doesn’t answer so I send her the following message via whatsapp. “Hi Jacky - please call me asap. i need a parcel uplifted. Called Eddy who is listed for greenside - he says he is not in greenside today. Called Emmanuel who is also listed - he told me Greenside is not his area!?! Then called ***. Got no answer. Tried a second time. eventually had someone pickup phone only to give me another number to call. ***. No answer from this number! This is a joke.” I then tried using the automatic whatsapp help system provided by Fastway. This is another joke that does not work. Arnold eventually responds to my whatsapp to him to tell me Fastway has dispatched a driver to us. The driver arrives to collect the package which then took 4 business days to get to Cape Town. To this day the Service Consultant Jacky has yet to respond. On 3 Dec a customer who happens to be my sister-in-law places an order with me. I go onto Fastway online portal and create a new manifest. Try calling the drivers again and again, none are available, so I call Fastway and they send a driver to collect the package. After 5 days my sister asks me where her order is so I do a track parcel search which shows package was collected. I call fastway and the operator tells me he needs to find out and call me back. Still waiting for him to call back. I called again yesterday 9/12, tell the same story to someone else who tells me he will go and find out and call me back. Still waiting. So I call Fastway again for the 3rd time today and speak to a lady called Nox. She actually calls me back to say they do not know where the package is and they are checking the camera’s and advises me to send a new package to my customer. I agree and start to create a new manifest. I am unable to find where to print the document for the driver to sign, so I try calling Arnold to help. No answer and it is now an hour later and he has yet to return my call. I call Fastway, after being put through to a 3rd person, she tells me I need to speak to Arnold. OMG. I have now given up and made use of the other courier guys to deliver the package. Fastway you are the most pathetic company I have dealt with in a long time. Fastway is now sitting with R3450.00 of our money as well as a package worth R1160.00 which they have no idea where it is.