Dark Age Messengers
Maybe I'm missing something, of I've been taken in by those TV ads of guys walking across stepping stones made out of frogmens' skulls, but I expect the big couriers to be somewhat snappier and higher-tech these days. Not based on today's experience:
- Call their hotline to get a guy in either Mexico or the Philippines (based on accent, and he wasn't saying) who scolded me for giving the second line of the address first, and then refused to accept the package as documents when I told him it was a book (it's actually a pile of edited pages, so I guess it could be either.) Stoopid that I am, I didn't realise the huge difference (commercial invoice in triplicate and duties for one, nothing for the other) and should have said "documents" when he asked me. So that session was a bust.
- My colleague, the recipient and courier account holder tried the other end, and we got somewhere, though both of us still had to give the details twice, including something called a "control number" (I've just been watching Terry Gilliams's Brazil so I'm on the lookout for things like this) to "smoothen things out".
- Of course when the guy came there were no documents, no smoothing things out, so we had to do everything by hand. All nine sections. Good luck to whoever has to decipher my atrocious handwriting. We'll be lucky if the package makes it before Christmas.
So, questions:
What happened to those handheld computers that couriers were using a few years ago to do all this? Wouldn't it be easier? Just type out the details or input them from Central Service -- the guy with the van already has my address, presumably, unless he just drove around knocking on everyone's doors, and as the recipient is the one being billed, presumably all they need is his account number for all those details to pop into the appropriate fields.
And then don't get me started on the whole "give-me-your-details-over-the-phone-and-can-you-spell-your-name-again-is-it-German-no-it's-not-it's-English-like-Shakespeare" (not that I have anything against German names) thing. Why can't we do this any better?
Off the top of my head, type "Fedex" or "UPS" into Skype and you're instantly connected to customer service where you can type your details in so they won't be misheard, and you don't have to sit on the line listening to "Rhinestone Cowboy" on a loop (actually it was worse; I think it was "Honey" by Bobby Goldsboro).
I'd be up for a USB dongle that the guy carries, and the customer slips into their computer (who doesn't have one sitting around these days?) and a little courier program pops up so the user can fill in the details from their laptop or desktop. He just plugs it into his handheld device and the data zips across and self-checks. Courier guys could carry round free branded ones and hand them out as promotional items and so customers can fill out the fields in advance.
Or if that's too complicated, going to the website and opening up a chat box with a customer representative. (I've just checked Fedex's customer support page and it involves filling out 14 different fields. And don't try to sidestep any:
Yeah, I'm going to fill all those in.
Maybe these courier firms are smarter in other parts of the world, but I didn't come away feeling impressed. I'm sure their package tracking systems are second to none -- i.e. once the atoms are in the system. But it seems that the burden is still being passed to the customer, when it could be so much less painful for both parties if it was electronic.
The problem some international companies have when they try to export technology used in other loctions to Asia which eliminate human intervention from the loop is resistance from local employees. Most foreign managers patronisgly put the restance down to luddism or worries about job security, this is naive.
My own experince with international couriers in Manila has been disappointing to say the least. Random imposition of "import duties" and "documentation correction fees" are the prevailing scams. Complain to local management and you get a lot of evasion. This implies some management are in on the scam.
Do not assign the blame to organsisation as a whole, problems arise because of country level problems.
Posted by: Expat in Makati city | February 24, 2008 at 02:50 PM
The problem some international companies have when they try to export technology used in other loctions to Asia which eliminate human intervention from the loop is resistance from local employees. Most foreign managers patronisgly put the restance down to luddism or worries about job security, this is naive.
My own experince with international couriers in Manila has been disappointing to say the least. Random imposition of "import duties" and "documentation correction fees" are the prevailing scams. Complain to local management and you get a lot of evasion. This implies some management are in on the scam.
Do not assign the blame to organsisation as a whole, problems arise because of country level problems.
Posted by: Expat in Makati city | February 24, 2008 at 02:50 PM