[Misc] Anyone know anyone senior at TNT (a long shot, I realise)

Jim in the West said:

We've been having a nightmare with a passport delivery from TNT. It's been promised FOUR times, but not turned up. Between the family, we've spent many, many hours on the phone to both TNT and the passport office over the past week. We're supposed to fly on Monday, and it's looking like we won't all be going! If anyone knows anyone at TNT, I'd be very grateful for some info or help......

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Jim in the West said:

Thanks for the responses folks - much appreciated. Until about 30 mins ago I would have rated TNT as the worst company I have ever dealt with. They have a special number you have to ring for passport deliveries, but I think it must be operated by just one person - between us, on at least 6 occasions we were on hold for an hour before the line just went dead! That's six hours of wasted time - added to around four or five other occasions where, after about 45 mins, we actually managed to get through. But when you do get through they literally have no idea how to help - they don't seem to have any access to any system to tell you where the delivery is! And if you try any other Customer Service function within TNT, they say they can't deal with passport issues!

Anyway, about half an hour ago I managed to get in contact with someone reasonably senior (via a LinkedIn message). Even though he's on holiday, he has promised to sort it. I'm still not 100% relaxing, but my view of TNT has altered!

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studio150 said:

Looking at the online reviews of TNT you are not alone and they come across just as a shambles of a company. Why the Passport Office are using them I have no idea as clearly they are failing both you and thousands of others.
The main problem with courier companies is that you are not the customer so they have little interest in resolving issues, providing they can keep their customer happy.

Hopefully this can be sorted out as promised and all of you can depart on the holiday. Clearly you will need the holiday to get over the stress caused by TNT,

When you are back I would contact my MP and ask them why the Passport Office are using taxpayers money to use TNT when clearly they are not up to the standards that everyone would expect and deserve,

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studio150 said:

Looking at the online reviews of TNT you are not alone and they come across just as a shambles of a company. Why the Passport Office are using them I have no idea as clearly they are failing both you and thousands of others.
The main problem with courier companies is that you are not the customer so they have little interest in resolving issues, providing they can keep their customer happy.

Hopefully this can be sorted out as promised and all of you can depart on the holiday. Clearly you will need the holiday to get over the stress caused by TNT,

When you are back I would contact my MP and ask them why the Passport Office are using taxpayers money to use TNT when clearly they are not up to the standards that everyone would expect and deserve,

Click to expand...

studio150 said:

The main problem with courier companies is that you are not the customer so they have little interest in resolving issues, providing they can keep their customer happy.

Click to expand...

studio150 said:

Looking at the online reviews of TNT you are not alone and they come across just as a shambles of a company. Why the Passport Office are using them I have no idea as clearly they are failing both you and thousands of others.
The main problem with courier companies is that you are not the customer so they have little interest in resolving issues, providing they can keep their customer happy.

Hopefully this can be sorted out as promised and all of you can depart on the holiday. Clearly you will need the holiday to get over the stress caused by TNT,

When you are back I would contact my MP and ask them why the Passport Office are using taxpayers money to use TNT when clearly they are not up to the standards that everyone would expect and deserve,

Click to expand...

Jim in the West said:

Thanks for the responses folks - much appreciated. Until about 30 mins ago I would have rated TNT as the worst company I have ever dealt with. They have a special number you have to ring for passport deliveries, but I think it must be operated by just one person - between us, on at least 6 occasions we were on hold for an hour before the line just went dead! That's six hours of wasted time - added to around four or five other occasions where, after about 45 mins, we actually managed to get through. But when you do get through they literally have no idea how to help - they don't seem to have any access to any system to tell you where the delivery is! And if you try any other Customer Service function within TNT, they say they can't deal with passport issues!

Anyway, about half an hour ago I managed to get in contact with someone reasonably senior (via a LinkedIn message). Even though he's on holiday, he has promised to sort it. I'm still not 100% relaxing, but my view of TNT has altered!

Click to expand...

Jim in the West said:

Good News! The passport turned up at about 7pm yesterday. So all worked out in the end.

However, it is literally beyond stupid how many hours has been wasted on this, and how much stress it has caused*, when a simple act (ie, the delivery driver calling my daughter's mobile when he got to the bock of flats) was all that was needed for perfect service. On four separate occasions, on different days, someone from TNT drove to the block of flats and then gave up because they couldn't access the building - notwithstanding the fact (and we checked with TNT) that her mobile number was included with the delivery details. And notwithstanding the fact that there is a concierge (24/7) at the development (there are three blocks together - the central one has a concierge service that operates for all three).

In the end, out of sheer desperation, I managed to track someone down via LinkedIn....as it happens, he was nothing to do with the part of the business that was trying to make the delivery. Plus, he was on holiday. Plus it was a Saturday afternoon. Plus, he had no idea who I was. But he responded, got an understanding of the issue, emailed seven different people within the relevant part of TNT, and one of them then contacted me. As a result, the driver was tracked down in East London, asked to return to the flats, given DETAILED instructions to call my daughter on her mobile when he got there, and HEY PRESTO - a successful delivery.


*Of course, in the grand scheme of things it's not the most pressing issue - our family holiday would have been delayed, we would have lost some money on a few things (although hopefully flights could have been re-arranged at little cost). The hassle would have been painful. But it wasn't life or death.

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Westdene Seagull said:

www.ceoemail.com ( and pick the UK list ). Most big companies are listed and you'll amazed how accurate the details are.

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