Pos Malaysia most "Reliable" Courier Company in Malaysia

I have been having the most "Wonderful" experience with Pos Malaysia Sdn Bhd for the past week. It all started more then a month ago when i decided to purchase an item online from ebay. Being an international postage delays are normal, and i have patiently been monitoring the updates of my parcel.

Heres is the exact update from the tracking system for the parcel

Package history

• Sep-25-17 - tem being handed over to the local courier, tracking ended.MYS
• Sep-21-17 - Item in transitTransit processing center,Singapore
• Sep-20-17 - Flight landed to transit destination.Changi International Airport, Singapore
• Sep-16-17 - Flight dispatched，transit destination: Singapore Flight #:HX9701Chek Lap Kok International Airport, Hong Kong
• Sep-12-17 - Item being handed over to the airline.Chek Lap Kok International Airport, Hong Kong
• Sep-11-17 - Item in transit.Flyt Express's sorting centre, Hong Kong
• Sep-10-17 - Item dispatched.Flyt Express's sorting centre, Guangzhou
• Sep-07-17 - Item in transitFlyt Express's sorting centre, Guangzhou
• Sep-07-17 - Item receivedFlyt Express's sorting centre, Guangzhou

As you can see, the last entry on the top was that the package was handed over to the local courier on 25th September 2017. and heres where things get interesting. I checked the Pos Malaysia website and indeed on the 26th, the tracking showed my item to be there.

But do take note, and make no mistake.... this screen shot was taken TODAY ( 12th October 2017 ) which means the status has not changed for 17 days now.

Naturally, I made a complaint report on the Pos Malaysia "Contact US" form on 2nd October, asking them to update on why the parcel was not moving.. but i did not get a reply. So i called the careline number and they said there was No such parcel in the system. NO SUCH PARCEL IN THE SYSTEM. i asked her politely how could it not be in the system if the website says its there. The customer service rep said that the web was wrong and the tracking ID was not in the system. Anyway.. writing every thing in paragraph form will make it long and confusing so lets go chronological.

Chronology of events 

1) 26th September - Tracking number available in Pos Malaysia Website. (didn't check on 25th)

2) 2nd Oct - Logged complain on Feedback form

3) 5th Oct Morning - Called Customer service rep . Customer service Rep Denied Item/ Tracking ID was in system.. Said the Pos Malaysia Tracking Web was wrong.

4) 5th Oct Afternoon - Posted on Twitter issue & on Facebook

5) 5th Oct later afternoon - Received email in reply to Feedbackform submission on 2nd Oct. Email stated Item was in system and in Paslaju Parcel hub. Complain created with complain ID

6) 6th Oct - Started receiving response on Twitter - Item was in system and complaint Id.

7) 6th Oct - Tweet War began, with Pos Malaysia twitter requesting me personal details on Twitter - No contact address/e-mail/phone number provided. Assumption : required to reply on twitter ?

8) 6th Oct Afternoon - Received reply on Facebook- Item not in system .

Lets stop here for a minute and process the responses

Web : Item is in Poslaju Parcel Hub
Customer service : Item not in system
Twitter : Pos Laju Parcel Hub
Facebook : Not in system
Email response : Poslaju Parcel hub

Either 5 people/systems/departments are giving / getting different answers or incompetent monkeys are answering. Now .. back to our scheduled chronology

9) 6th Oct Afternoon - I start sending out emails

10) 6th Oct Afternoon - Received a misscall from Pos Malaysia.. Called back and someone asked me for information regarding package. she said it was possible the item was wrongly scanned and the pos officer handling scanned the wrong barcode ( the international tracking barcode) into the system. I provided them the courier and shipping location with intention for the to resolve issues between Pos Malaysia and International Courier.

11) 6th Oct Afternoon - during same call i asked when i could get an update. CS agent said after 3 working days .... it was only one ... I argued that i had complained for more then 3 working days but CS agent said the time follows the time complain was keyed into system which was 5th Oct.

12) Saturday, Sunday , Monday, Tuesday - I did not call - Total : 3 working days for resolution..

13) 11th Oct Morning - Called customer service . Customer service response, someone will call me at 5pm with an update

14) 11th Oct 6PM - No one called.. still waiting update .  Called CS. CS says no update.. nothing they can do. Requested to speak to Lead supervisor. Lead supervisor could not provide any update. I provided lead supervisor 2 options
option a) give me contact information of person incharge of solving the issue
option b) call me twice a day
Lead supervisor Firuz said he will update me on status everday. starting 12th Oct . To call me at 2.30pm with status update

15)  12th Oct 3.30PM - Guess who didnt call me? So i call CS, and spend about 30 minutes (across 2 calls) waiting for CS rep to pickup my call. Finally someone picks up and tells me there is supervisor meeting and Firus cannot answer now. Also said there is a new update in the system. Asking what is the item being shipped to assist them in solving the issue. I insisted i want to talk to the person who promised he was going to call me at 2.30am

16) After being on old, Finally Firz answers the phone and explains that information of what item is being shipped is necessary to locate it. I asked him, how does this help locate the item? will the team be unwrapping every box? This was not only a violation of privacy but also unprofessional as a courier service. plus the dimensions and weight of the item could be retrieved if they contacted the international courier i provided already (refer 10). I told him, if what the item was would help the search i need a definite timeline of how long it wwill take to locate my parcel.. i day ? 2 days? 3 days? He said he could not give me any information. I replied.. once i receive an acceptable timeline of when my parcel will be located, i will provide them the details of the item being shipped.

17) 12th Oct 5PM - Firuz called me baack.. said item will be shipped 1 day after item is found. I replied this is something i already know. but i want to know how long it will take to be found? How many "unknown" parcels are in Parceel Hub? He replied more then 20. I told him... if i told him the item and it was 20 parceels, would it take one week to check 20 parcels? he said NO. so i said then you can take 1 day to find my package. he said no. So i asked how much iss more then 20 ? 200? 2000?  how many more parcel deliveries has Pos Malaysia screwed up ? I maintained my answer. until i receive a timeline, i will not provide "what is the item" .. hung up phone

18) 12th Oct 5.30PM - received another from Firuz.. he said the team cannot update anything at the moment. I said again.. my statement stands. 3 days resolution -> did not happen, Call me at 5pm did not happen, call mee everyday at 2.30 didi not happen. and now, only after i call, someone tells me they need more information . If i did not call i would not even know this question. Being cooperative is one thing but the trust iss no longer there to solve the problem. I need a timeline before i give additional information that only serves the purposes of  "making pos malaysia staff jobs easier"


I have no idea why Pos Malaysia think its appropriate to ask for personal/confidential information on twitter.
I also had no idea that pos malaysia has an SOP of opening parcels.
And by the reluctance of the giving me a timeline indicates that there is a HUGE number of parcels that are "missing" .. whether intentional or not.. or due to incompetent staff i am not sure.

Moving forward, i will be pushing for refund for item plus damages due to lateness and repurchase via legal means.