PUDO's locker service, migration nightmare & comms platforms (My honest opinion)

Currently PUDO is having MAJOR PROBLEMS migrating to their new system. Now, I don't think it is fair to give a bad review based on one incident only. However it is not just the migration to the new system, but unfortunately there are some other negative issues that I have personally experienced that casts a dark shadow over what could be a super fantastic service.

Let's be fair and look at both PUDO's positive and negative points. On the positive side these PUDO locker are an amazing idea! This is a very convenient, affordable and reliable locker service. I especially love the fact that both my clients and I can deposit/collect a parcel after business hours! In partnership with The Courier Guy the fleet service also delivers a good and professional service. The lockers are found in nearly every town and they are adding more lockers to more locations as time goes by and this in turn also expands my small business as I can reach more customers at more locations.

Now, I still don't know exactly who is responsible for what but I think that PUDO own's the lockers and The Courier Guy is responsible for the collection and deposit of parcels. This brings me to the points of frustration.

PUDO's failure to secure a proper migration to their new system has caused a very bitter taste to say the least. They should have planned this migration better! One expected of them to first of all give their users/clients a heads up or a warning and that they are migrating and that they might experience some trouble... I did receive an email (right on month end 30 August). Forgive me if I am wrong but I could not find anything posted on their FB page! The biggest frustration to users is that this happened at the end of the month, a period that is most crucial for businesses who re**** on this service to be fully operational over their most busiest period. PUDO fails miserably to keep their users up to date on the problem. Their Face Book page could be used better to inform their users on a more regular basis. Even if there are no progress made at least post a new update! The worst thing they could do is stick to the old message that was posted a day or two ago! As I am typing this review they are sticking to the same story they posted 5 days ago! No further update posted! They do have a WhatsApp platform which is mostly operated by a Bot what does not understand your question. You do have an option to speak to a agent - however to eventually be connected to an agent takes forever! And I am not talking about only now with the migration issue but talking to an agent in general takes too long to be connected to one. Here's an example: I've asked to speak to an Agent (time 09:15) I received a message "Please wait while we transfer you..." (time 09:16) at 14:01, more than 4 hours later, I received a general bot reply that referred me to the Website for further assistance! I found that extremely unhelpful and frustrating as both the PUDO App as well as the PUDO Website do not work as it should. I got nowhere! and could not give my customers a proper answer as to when they can expect to receive their paid for orders! I have experienced quite a few times where I have asked the agent a question, got a brief answer and then I am being asked 'How did your chat go? Good or Bad'... Are we done? I am still talking to you!!??? Now to crown it al I received an e-mail from PUDO/The Courier Guy asking me 'How likely am I to refer them to friends or colleague" O my! Do they really expect an honest answer? I have to say that each time I got nowhere with PUDO's service, the kind, helpful and real HUMANS I could speak to at The Courier Guy kiosk saved the day. They tracked my parcel which I could not do on the PUDO app, website or via the WhatsApp platform. They also seem to be able to actually speak to someone at PUDO with regards to the migration problem, however I think they also got the very vague answer as the rest of of us. I just wonder how much of PUDO's 'bad service' is reflecting on The Courier Guy... are they really two different companies or one? My advice to new users would be to wait a bit before you start using PUDO's services - You could use The Courier Guy at a slightly more expensive price. From past experience PUDO is a affordable, great option. I will not give up on PUDO... yet. To existing users - For now if you can Use The Courier Guy or any other courier company and increase your charge to the client if need be. Please give them time to sort this migration problem out. To PUDO - Come on guys! Your locker idea is a great idea! Don't lose it now! Keep your clients informed! Look at making the WhatsApp service better by addressing the above issues. Ask for feedback. Don't under estimate your users. They can and will be happy to help you to improve your service. To Courier Guy - Well, just a big thank you. Wish you could consider helping PUDO out during this time by charging the same tariff as PUDO does - perhaps PUDO can fork out the difference to make up for this failure in service delivery.