Postnet net 'n "nightmare".

Dear Postnet,

I would like to lodge a form of complaint against Anastasia, manager of Postnet situated at Hillcrest Boulevard in Pretoria, Gauteng.

My experience in the store today:

I spent a great deal of time selecting files to print, transferring files to a storage disc, printing files, double checking printing, counting number of prints. I opened up Microsoft Word on the computer that I was assigned to and started jotting down the number of prints electronically, as I did not have a piece of paper with me to write on and had every intention of assisting the agents, sales team and staff in this process, as they were experiencing high volumes of business coming in. One of the agents must have noticed me counting and not actively using the computer and suggested that I log off if I am not using the computer, as the amount of time spent on the computer is currently resulting in charges. I was confused what charges he was referring to whereby he explained to me about internet usage. I responded by stating that I was not using the internet, nor had I used the internet at all for that matter, or requested to do so. I suggested that he come and check to confirm, if he like. The manager, Anastasia, overheard the conversation and concluded that the computer be switched off. Before communicating it to me directly and before I could realize, the agent had logged off from his side which meant that I lost all the information that I tracked regarding counting of number of prints. I complained and another agent came to assist, he misunderstood my complaint initially until I was able to further explain and demonstrate the process that was interrupted - his attention is called for elsewhere in the shop and he gets up to leave without saying a word, whilst I am still explaining the situation.

I got up from where I was working and asked one of the agents behind the counter for a manager. She referred me to Anastasia. My response was: "How am I supposed to complain to the manager about the manager?" The manager asked what I wanted to complain about, to which I responded by requesting improved communication between agents and clients. I explained the situation to her and described why I was upset - about lost time and lack of communication, thus resulting in my experience of bad service delivery. I explained that I was unaware of the fact that the time for internet usage was running, as I did not request to use the internet and that I would have liked for her to supply that information and her wishes to switch of the computer to resolve the matter, before simply acting on it and ignoring me in the process, as I put it: "What if I was still actively using the computer - which I was - or lost information - which I did.?"

I perceived Anastasia's attitude towards me as arrogant, rude and sarcastic with reference to her responses towards my complaints, taking tone of voice, facial expressions and body language toward the situation into account which made her initial apology seem insincere. I chose to choose my battles and finish my transaction to leave the place of discomfort. I proceeded to supply the number of copies printed to the agent who was then assisting me with the payment process along with details and specifications. One of these provided was "2 colour double-sided A4 pages and 1 colour single-sided A4 page" - again Anastasia overheard and interrupted by claiming that it was "5 colour A4 pages" to which I responded with my initial description. Here is where Anastasia's absolute impatience and intolerance was perceived. Anastasia reacted by stating that I do not have to pay - implying, in my experience, that she was demanding I leave the store. My responses included utterances such as: "Why are you like this?", "Is this how you treat customers in this store?", "This is by far the worst service I have ever gotten from Postnet", etc." Anastasia's responses included: "You sarcasm sucks", "You want me to communicate and when I do, you have a problem with it.", etc. I responded again: "I am not sarcastic, I am very open about my dissatisfaction regarding service delivery." Anastasia responded: "Look how you are talking to me." I then responded: "How am I talking to you? I am celarly upset, but I am most definitely calm and collected in my approach to the situation and my behaviour towards you - do you see me badmouthing, yelling and going off on you? No." I demanded to pay and leave. Anastasia kept telling the agent who assisted me not to take payment. I asked the agent assisting me what the amount was which she rep**** to and I asked her if she had taken into account student discount (as I was wearing a clearly visible university name badge) - to this Anastasia commented: "Great, now she has another thing to complain about." I had had it. I added that I was going to leave my prints and take up the matter further and that this particular Postnet would never see me again. Anastasia repsonded with "okay, you do that", "bye".

I wasted my time, got no prints the weekend before my examination, was ignored, rudely addressed and humiliated, wrongfully accused, etc. I am very upset by this occurrence and would like to request for the situation to be followed up on. In the meantime, Postnet at Hillcrest Boulevard has lost a loyal client of 5 years because of today's unacceptable incident which will be advocated for due to the nature of the situation. Additionally, a negative association with all Postnets countrywide now exist due to said encounter with Anastasia.

I would like to repeat that I am very upset by this.