EMS: reviews are different, but there is hope for a brighter future

At a time when humanity did not yet know the Internet, people used the mail services often enough. How nice it was to receive a postcard, letter or a parcel from friends or relatives, and the mysterious ritual of going to the post office is remembered from the very childhood. Times change, and "live" letters people get less and less. On the other hand, it became possible to make purchases not only at home, but also abroad, which significantly increased the number of sent and received parcels. A relatively recently formed company, EMS, which often has a negative connotation, specializes in express delivery of correspondence. What is this organization? What services does it provide? Are the criticisms justified in her address? Let's try to sort things out in order.

What is EMS shipping

State-owned company "Russian Post" is known to all. Formally, it was formed in the early 2000s, but in fact this process can be safely called the reorganization of the structure that worked during the Soviet era. After the World Postal Union announced the launch of EMS (Express Mail Service) service, the question arose who will coordinate its rendering in Russia. The decision was quite logical.

So there was a branch of the enterprise "Mail of Russia" already mentioned above. EMC specializes in express delivery. The prices for the services rendered by the subsidiary are higher, but the stated terms of shipment forwarding differ in a smaller direction. In just a few years of work, the staff has passed the 2000 mark, and the infrastructure in the regions is very developed.

The company delivers to anywhere in the country, and within the same city you can use courier services, which it also provides. Departures can be received at home or in terminals. Of course, forwarded correspondence can be tracked on the company's website. Among the additional opportunities provided by EMS, one can highlight advice on customs issues.

No less joyful is the fact that you can get an answer to an interesting question at any time of the day. Yes, and an offer to evaluate the work of couriers EMS, reviews of which are often not the most flattering, is also very handy.

Express delivery - quality of customer service

Of course, it's hard to argue with the fact that people who are satisfied with the quality of service are much less likely to publish reviews about the company's work than those who are less fortunate. Yes, and reading a positive response, it is difficult to understand something specific. Basically, it all boils down to general phrases that everything is cool and there are no complaints.

Another thing is when the customer was dissatisfied with the quality of services rendered to him. In the case of EMS, reviews giving a negative evaluation tend to boil down to a few typical remarks, among which:

• Impoliteness, unpunctuality of the courier;
• Non-observance of delivery deadlines;
• Unwillingness of the company's employees to deal with the problem.

The first is subjective enough, and the human factor can not be written off. There are problems with personnel in any large company, where one negligent employee can seriously damage the reputation of the whole company.

If we talk about the delivery time, we must admit there are indeed problems. The bulk of parcels, not received on time, went to the so-called peak periods of the load. So, on Christmas and New Year's holidays, even punctual European companies-forwarders state that the delivery time of correspondence during this period is increasing. However, this, too, is not an excuse for a massive disruption in the delivery of mail. The only way out is to track every step of the parcel and in case of delay, even the most insignificant, to call in EMS.

Comments regarding the unwillingness of employees to meet the clients of the company are most alarming. So, if the parcel is stuck at one of the markers longer than the specified time, the call to EMC does not give anything. The answer is something like: "Yes, we see, but to start doing something, you need a written statement about the loss. Without customer initiative, there is no search for missing parcels. " It sounds strange: there is a database and delivery times, is it not in the interest of the company to know what is happening with the correspondence?

I want to believe that in time such situations will appear less and less, and they will be resolved peacefully. In truth, there are a lot of courteous, and even very, couriers, responsive operators and parcels delivered within the stated deadlines.