Hi guys.
Long story short I need some advise on what to do now. Basically i needed a parcel sent from cape town to jhb. Moranor gave us a good price and uses fastway. Parcel got lost. Courier company said we need to submit a claim. We sent them all docs and the rest was history. 5 months and still no resolution. After trowing a fit eventually they paid R900 for a R2800 parcel as according to them they have standard insurance cover of R1000 only.
Hi Richard
Thank you for your reply, Finally someone has the decent to reply to me.
I do however have concerns with regards to your feedback, It would have been nice for you to investigate my claim before replying,
1) You state the rules and procedures and conditions, however you do not apologies for the terrible customer service I have received, My claim started 5 months ago when you lost my parcel, for 5 months I have spent numerous hours on the phone, time on emails, getting extremely frustrated due to no feedback and all you can say is that these are the conditions of using Fastway, okay so then as you mention below, you then won’t mind if I change my subject to “ Conditions of fastway – we lose your parcel you lose your money as well” that would then be a fact would it not be.
2) I can fully agree that every company has its conditions of trade, however was I as the client made aware of these conditions, I will answer that for you , NO , was I given the option to take future Insurance, again NO.
3) Lastly unfortunately I don’t not have this on email, but telephonically we were assured that we will get full re-imbursement,
Money is not the main issue, be sympathetic to listen to my story, understand where I am coming from, then you will see my point of view and understand my frustration.
We purchased this item that you lost over E-Bay, It was supplied to a guy in Cape town, this is a rare part and I needed it for my car which could not be driven without the part, Apart from the invoice which we supplied to you for the actual part we incurred courier cost to get the part here in SA. You then lost my item which left me stranded as I had no transport and no money to buy another part, all I had was your assurance that I will be re-imbursed in full. I waited and waited and waited, 5 months of calling and emailing and following up, I had to chase up on your company, yes I agree it was with the insurance, but I am your client as you are there client, your responsibility is to me as your client, not to pass the buck and say it is our of your hands.
From: Richard Robinson [mailto:Richard.Robinson@fastway.co.za]
Hi Clifton
Reading between the lines, I can only assume that you were compensated for a missing parcel in terms of the Fastway conditions of carriage.
Fastway’s conditions of carriage are set out on the Fastway website as well as on each customer invoice. In terms thereof Fastway assumes a limited liability to a maximum of R1,000 per parcel (as per our insurers).
I know of no other courier company that offers automatic insurance of this nature for free. However the insurers take a while to process a claim as they have to ensure the claim is genuine. This is out of Fastway’s hands.
As a consignor of a parcel, it is general practice that if an article is sent that exceeds the insured amount that the sender take out goods-in-transit insurance.
So, while I understand your frustration, the basis upon which Fastway contracts to move freight is clear and it appears we have complied with the conditions of carriage.
Should you wish to contact the Fastway Global franchisor our direct report is Mr Mark Currie. His email address is mark.currie@fastway.org
As regards your defamatory subject line, I’ll assume you are venting. But I would advise you to be more circumspect.
Regards
Richard Robinson
Chief Executive
From: Clifton Harrilall [mailto:charrilall@tracker.co.zay: Confidential
Hi
So it seems I cannot get your CEO’s email address or contact him,
So I am now sending this email to all of you in the hope that one of you will have a little decency and courtesy to take a little time out of your busy day and help me.
For a big company like yours it should not be too much to ask that you deliver a little customer service. Considering the pathetic service I received for the last 5 months.
I have read many articles on different Media forums about your company and I doubt you want me to start adding them to my email.
It is very simple :
You charged me to courier a package, you lost the package, now give me the money for my package, I am sure this is easy to understand or does all your degrees make you dumber,
I have waited 5 months for any action to take place and after 5 months of waiting you re-imburse me less than 30% of the cost of the package, do you take me for a fool.
I want my money, or should I start embarrassing you guys to your overseas branches,
Don’t make the mistake of thinking I will let this go, I will fight till I get my full refund. Maybe it is not important to you, it is important to me.
So is anyone going to help me or should I start researching your overseas contact information’s,