THE WORST CUSTOMER SERVICE

I've just had THE MOST infuriating experience with this service.

1. Your telephone system is losing you customers. Not only does the hold music have the potential to make human ears bleed, but your customer service reps barely provide any help before they a) just hang up on you, b) pass you onto an equally unhelpful person without explaining why or c) insist that your parcel is "on the way" (but cannot provide any proof). 2. Simply telling me it's "on its way" is unacceptable - let me explain with a true-life scenario: You have an online tracking service. When I put my waybill number in to track my parcel, it says the parcel has been out for delivery (aka: "on its way") every single day for 6 consecutive days. (???but why) It left the warehouse, went out for delivery - somehow failed to deliver - and then went back to the warehouse. (It's not like I'm away from home!?) Every day. For 6 straight days. No explanation. No further information. 3. Then I call your customer service line. I calmly explain the situation and the person on the other end is audibly embarrassed about it all. (Gerald, I think was his name?) BUT he still can't explain what the problem is or why the parcel wasn't delivered. (Do your drivers just take the parcels out on road trips??) He assured me that my parcel will be "on its way" again tomorrow and he would personally make sure my parcel arrived by 12pm the following day. 4. 12pm comes and goes. No parcel. I call again and after 4 attempts, finally, get through. I speak to Julie. And what does Julie do? Puts my waybill number into your online tracking service and lo and behold, it says my parcel is "on its way". (?!?!?!) I asked what happened and she doesn't know. The only information she has is the EXACT SAME information I have by typing in my waybill number myself. I ask if she can help fix the problem and she said she can't get hold of the driver (???). I start to question her existence. What is the point of a customer helpline if THEY CAN'T HELP THE CUSTOMER. She will try make sure my parcel arrives at the next shift. 5. I ask for poor Julie's direct line so I can phone her when the next shift starts. She tells me the only thing she can do at this point is HOPE. (??? I too HOPE your company delivers on the one reason for its existence, Julie). I hang up. 6. When the next shift starts (around 2pm) I call again on Julie's direct line. I can't get through after 10 minutes. I call the usual customer service line. I'm on hold for 3 minutes. I hang up. I try again, someone picks up and then just hangs up. (Whyyyyy) I try Julie's line again. Finally. She tells me my parcel is "on its way" (you've BEEN saying that) and before I can say anything she passes the call on to someone else, without any explanation. I'm put on hold again for 4 minutes. I hang up. I curl into a helpless ball and wish everyone on the board of directors gets forced to listen to your hold music for eternity when they die.

I just give up. I mean, the parcel has to arrive at some point, right? Please. Please make it stop. Good customer service is not difficult. Bad customer service is not necessary.