1 reviews | Active since Dec 2014
Atrocious customer service
<p>I got a notification this morning alerting that my parcel was sent out for delivery. At 08:51 I called Ram on their 0861 number and told them that I need an ETA as I will be off site at a meeting. They told me that it isn't a problem as they will leave a note for the driver to call 1 HOUR before delivery and even confirmed that they had left the note. </p> <p> </p> <p>Around 12:30pm when I track the parcel online it shows non delivery at 11:59am. I call RAM and they said I was not there to pick up. OBVIOUSLY I wasn't there! I received no call whatsoever. They say they'll get in touch with the driver to arrange something and they'll call me back. After 30 mins I hear nothing and call the Durban Ram number to which I get told no note was left. They tell me again that they'll get someone to call me back to make an arrangement.</p> <p> </p> <p>3 HOURS LATER they finally call and I'm told that the driver is moving around in New Germany and can't meet with me?! What nonsense is that? If the delivery address for my parcel is in New Germany and the driver is in New Germany there is absolutely NOTHING stopping the driver from doing a delivery. I then ask to collect at their offices and they don't allow that for "security purposes". How is it that Ram finds it safer to deliver outside of their offices than at their offices? What possible threat would I pose at their office which wouldn't be greater at a location I had given? This makes absolutely no sense.</p> <p> </p> <p>I asked to speak to a supervisor/ manager and she is not at her desk but will call me back in 5 minutes. after half an hour and still no call I call AGAIN. Suddenly now the driver is in Claremont which is literally next door to New Germany. I can almost guarantee that had the driver came back to deliver my parcel there wouldn't have been an interruption on his delivery schedule, that's how close the 2 areas are to each other. I am now told the only option is for delivery tomorrow and I will be called when delivery will happen - the same nonsense I was told today!</p> <p> </p> <p>Ram is by far the most *********** courier service I have dealt with- others have always accomodated by calling beforehand, and even arranging a meet either at their offices or at an agreed meeting point between me and the driver with no problems. It is a pity that Vodacom has chosen Ram as the courier service- I will definitely be relaying this complaint to them as well.</p>
Good Day,
I thank you for bringing this matter to my attention.
I do apologize for the none delivery and none assistance you received from our Durban Hub in order to have your parcel delivered.
This matter has been escalated to their Regional Manager and your parcel will be delivered to you today without fail.
Regards
Aldo Liebenberg
Good Day,
I thank you for bringing this matter to my attention.
I do apologize for the none delivery and none assistance you received from our Durban Hub in order to have your parcel delivered.
This matter has been escalated to their Regional Manager and your parcel will be delivered to you today without fail.
Regards
Aldo Liebenberg
Good morning
We attempted his delivery and as per the staff there this client works on site.
His site is based in KwaMashu and his delivery address is in New Germany, he wanted the courier to wait at his address for him to come from KwaMashu. I advised the client that the courier will not be able to wait as he has a lot of deliveries still to do.
The client then wanted to go New Germany and meet the courier “anywhere” I told him that the courier is not able to meet at any unauthorised meeting points and asked him when he will be available at the given address for us to deliver, he stated that he is always out on site so I gave him the option to meet us at the Pinetown meeting point, he then wanted to come to our office to collect I told him that we do not allow collections at the office as it is a security risk and that he would not be able to collect due to the fact that the parcel was in New Germany and not at our office.
He requested to speak to the supervisor Lakita who wasn’t at her desk at the time so I took down his details and forwarded it to her, as she was about to call him he called back and spoke to Shanice and arranged his delivery for today and requested to be called this morning with and ETD.
Delivery will be done before 9:30 the client has been advised accordingly.
Parcel has been delivered to the client this morning.
Regards
Aldo Liebenberg
Good morning
We attempted his delivery and as per the staff there this client works on site.
His site is based in KwaMashu and his delivery address is in New Germany, he wanted the courier to wait at his address for him to come from KwaMashu. I advised the client that the courier will not be able to wait as he has a lot of deliveries still to do.
The client then wanted to go New Germany and meet the courier “anywhere” I told him that the courier is not able to meet at any unauthorised meeting points and asked him when he will be available at the given address for us to deliver, he stated that he is always out on site so I gave him the option to meet us at the Pinetown meeting point, he then wanted to come to our office to collect I told him that we do not allow collections at the office as it is a security risk and that he would not be able to collect due to the fact that the parcel was in New Germany and not at our office.
He requested to speak to the supervisor Lakita who wasn’t at her desk at the time so I took down his details and forwarded it to her, as she was about to call him he called back and spoke to Shanice and arranged his delivery for today and requested to be called this morning with and ETD.
Delivery will be done before 9:30 the client has been advised accordingly.
Parcel has been delivered to the client this morning.
Regards
Aldo Liebenberg
To address a few issues:
1. At NO point did I say that the courier had to wait for me! I simply queried as to why I was not called an hour prior to delivery as agreed AND confirmed by the person whom I dealt with at 08:51am. What you should be addressing here is why this message was not passed on to the driver/ Durban agent. Secondly the agent I spoke to on the Durban number told me that they don't call people prior to delivery (which is false because this a known service that is provided - granted you guys don't fulfill it based on the hellopeter reviews, and secondly why would the agent even suggest that then if it was not something that is done by RAM). This happened during the 12:30pm call.
2. The 3pm call was when I was told that the driver was "Moving around in New Germany" (which means from 11:59 to 15:00 he was in New Germany this whole time). Again, at no point did I say he must wait. I said if he's "moving around in New Germany then I can drive there now. Lady said not possible to come to head office, I suggest meeting him "anywhere"- was told it's a security issue and they don't allow it. She did mention that tomorrow they'd be another car that would be able to meet at Sanlam Centre (so it's a security concern on one hand but totally fine as long as it's tomorrow? Please explain that to me?). And I'm told there's no collection at the hub.
So again what should be addressed in the response by Ram is the logic behind the security issues which I fail to understand - there are services that you guys aren't offering that other couriers are with no problem (arranging meeting location, hub pick up, attempt at re-delivery etc)
All this could have easily been resolved had the same thing that was done today also been done yesterday. I was notified that the parcel would arrive within the hour which gave me enough time to get to New Germany, then I was further notified that the driver would be with me within 15 minutes. Why was it so difficult to do this yesterday?
I will increase my rating to 2 stars purely because it is evident that Ram is capable of providing good service, but you won't get higher because the questions were not answered and they don't go the extra mile when the error is made on their part- it's merely "oh well, get it tomorrow and there's nothing you can do about it."
To address a few issues:
1. At NO point did I say that the courier had to wait for me! I simply queried as to why I was not called an hour prior to delivery as agreed AND confirmed by the person whom I dealt with at 08:51am. What you should be addressing here is why this message was not passed on to the driver/ Durban agent. Secondly the agent I spoke to on the Durban number told me that they don't call people prior to delivery (which is false because this a known service that is provided - granted you guys don't fulfill it based on the hellopeter reviews, and secondly why would the agent even suggest that then if it was not something that is done by RAM). This happened during the 12:30pm call.
2. The 3pm call was when I was told that the driver was "Moving around in New Germany" (which means from 11:59 to 15:00 he was in New Germany this whole time). Again, at no point did I say he must wait. I said if he's "moving around in New Germany then I can drive there now. Lady said not possible to come to head office, I suggest meeting him "anywhere"- was told it's a security issue and they don't allow it. She did mention that tomorrow they'd be another car that would be able to meet at Sanlam Centre (so it's a security concern on one hand but totally fine as long as it's tomorrow? Please explain that to me?). And I'm told there's no collection at the hub.
So again what should be addressed in the response by Ram is the logic behind the security issues which I fail to understand - there are services that you guys aren't offering that other couriers are with no problem (arranging meeting location, hub pick up, attempt at re-delivery etc)
All this could have easily been resolved had the same thing that was done today also been done yesterday. I was notified that the parcel would arrive within the hour which gave me enough time to get to New Germany, then I was further notified that the driver would be with me within 15 minutes. Why was it so difficult to do this yesterday?
I will increase my rating to 2 stars purely because it is evident that Ram is capable of providing good service, but you won't get higher because the questions were not answered and they don't go the extra mile when the error is made on their part- it's merely "oh well, get it tomorrow and there's nothing you can do about it."
I do apologize for this happening.
Please note that Ram unfortunately do not allow the clients to collect due to the contents held at our Hubs, due to this the security risk is high and therefore do not allow client to collect the parcel.
I do agree that Our Durban hub should have contacted you prior to the delivery being made as per your request and this matter will be dealt with.
Regarding the agent advising that we do not contact our client, they will also be dealt with accordingly.
Once again I do apologize for this happening.
Regards
Aldo
I do apologize for this happening.
Please note that Ram unfortunately do not allow the clients to collect due to the contents held at our Hubs, due to this the security risk is high and therefore do not allow client to collect the parcel.
I do agree that Our Durban hub should have contacted you prior to the delivery being made as per your request and this matter will be dealt with.
Regarding the agent advising that we do not contact our client, they will also be dealt with accordingly.
Once again I do apologize for this happening.
Regards
Aldo