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

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

At a time when mankind did not yet know the Internet, people used mail services quite often. How nice it was to receive a postcard, a letter or a parcel from friends or relatives, and many people remember the mysterious ritual of going to the post office from childhood. Times are changing, and people receive “live” letters less and less. On the other hand, it became possible to shop not only at home, but also abroad, which significantly increased the number of parcels sent and received. The relatively recently formed company EMS, reviews of which are often negative, specializes in express delivery of correspondence. What is this organization? What services does it provide? Are the criticisms against her justified? Let's try to understand everything in order.

What is EMS shipping

The Russian Post State Company is known to everyone. 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 Union. After the announcement of the Universal Postal Unionthe launch of EMS (Express Mail Service), the question arose of who would coordinate its provision in Russia. The decision was quite logical.

This is how the branch of the Russian Post enterprise already mentioned above appeared. EMC specializes in express delivery. The prices for the services rendered by the subsidiary are higher, but the stated delivery times for the items differ downwards. In just a few years of work, the staff has exceeded the mark of 2,000 people, 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 the courier services that it also provides. Shipments can be received both at home and at terminals. Of course, forwarded correspondence can be tracked on the company's website. Additional features provided by EMS include customs consulting.

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

Express Delivery - Quality 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 work of the company than those who are less fortunate. Yes, and reading a positive response, it is difficult to understand something specific. Basically, it all comes down to general phrases that everything is great and there are no complaints.

Another thing is when a client is dissatisfied with the quality of services rendered to him. In the case of EMS, reviews that give a negative rating usually come down to a few typical comments, including:

• impoliteness, lack of punctuality of the courier;
• delivery delays;
• unwillingness of the company's employees to deal with the problem.

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

If we talk about delivery times, we must admit that there are problems.

The bulk of packages not received on time were sent during the so-called peak periods. So, during the Christmas and New Year holidays, even punctual European forwarding companies declare that the delivery time for correspondence increases during this period. True, this is also not an excuse for a massive disruption in the delivery of mail. There is only one way out - to track every step of the parcel and in case of a delay, even the slightest, call EMS.

Reviews regarding the unwillingness of employees to meet the needs of the company's customers are the most alarming. So, if the parcel is stuck on one of the marks for longer than the specified time, a call to EMC does nothing. The answer sounds something like this: “Yes, we see, but in order to start doing something, you need a written statement about the loss. Without the initiative of the client, the search for missing parcels is notare underway. It sounds strange: there is a database and delivery times, is it not in the interests of the company to know what is happening with correspondence?

I would like to believe that with time such situations will arise less and less, and they will be resolved peacefully. In truth, there are many polite, and even very, couriers, responsive operators and parcels delivered on time.