Royal Mail - [automated] If you're calling about industrial action, please press 1. Otherwise, please hold. Hi, I'm Sarah, welcome to Royal Mail. The quickest and easiest way to get information about Royal Mail product and services is to visit our website at www.royalmail.com. Online help and the latest information is available to you 24 hours a day, and you can ask me a question using 'ask Sarah' on the customer services page. Please listen carefully, as some of our options have changed. If you require general information about any of our products, including international mail, or you need us to help you set up a service, such as a redirection if you are moving home, or a redelivery of an item we are holding for you, please press 1. If you would like to obtain a postcode or to check the status of a recorded, signed-for or special delivery item, please press 2. If you need to talk to us about a problem you're having with your mail, or with one of our services, press 3.
[Mktg presses 3.]
Royal Mail - If you would like to tell us about an issue or problem you're having with your mail or with one of our services please press 1.
[Mktg presses 1.]
Royal Mail - If you're experiencing problems redirecting mail to your new address, renewing an existing redirection, or with our keep-safe service, please press 1. To check the status of a recorded signed for or special delivery item please press 2. To tell us about mail that has been damaged or not yet arrived, please press 3.
[Mktg presses 3.]
Royal Mail - It is important that all of our customers receive the high level of service they rightly expect from us, and we are sorry that we have let you down on this occasion. If an item you have posted with Royal Mail is lost, damaged or delayed and you have met all the conditions of posting, you may be eligible for compensation. Please listen carefully to the following message which explains what to do next. [Runs through compensation and claim procedure. Mktg hangs up, redials, repeats the same route and ends up having the compensation and claim procedure explained again. Mktg hangs up and redials.]
Royal Mail - If you're calling about industrial action, please press 1. Otherwise, please hold. Hi, I'm Sarah, welcome to Royal Mail. The quickest and easiest way to get information about Royal Mail product and services is to visit our website at www.royalmail.com. Online help and the latest information is available to you 24 hours a day, and you can ask me a question using 'ask Sarah' on the customer services page. Please listen carefully, as some of our options have changed. If you require general information about any of our products, including international mail, or you need us to help you set up a service, such as a redirection if you are moving home, or a redelivery of an item we are holding for you, please press 1. If you would like to obtain a postcode or to check the status of a recorded, signed-for or special delivery item, please press 2.
[Mktg presses 2.]
Royal Mail - To check the status of a recorded, signed-for, Royal Mail tracked or special-delivery item, please press 1 now.
[Mktg presses 1.]
Royal Mail - The quickest and easiest way to check the stats of your item is to visit the website at www.royalmail.com/trackandtrace. Online tracking and help is available online 24 hours a day. To check the status of a recorded signed-for item, press 1. For special delivery or a Royal Mail tracked item, press 2. For an international item, press 3.
[Mktg presses 1.]
Royal Mail - Welcome to Royal Mail's automated track and trace facility. You will need your receipt to hand. [Mktg does not have a number, as delivery was standard post. Hangs up and redials.]
Royal Mail - If you're calling about industrial action, please press 1.
[Mktg presses 1.]
Royal Mail - To find out where your nearest delivery office is, or if we've left you a card and you would like to arrange a redelivery, please press 1. If you are moving home and would like to set up a redirection to make sure your post moves with you, or to renew an existing redirection, press 2. If you're going away on holiday and want to use our 'keep-safe' service and have us deliver your mail when you return, please press 3. For general information about Royal Mail services, including internal mail, press 4.
[Mktg presses 4.]
Royal Mail - If you have an enquiry about any of our international services, press 1 now. For information about other Royal Mail services, please press 2.
[Mktg presses 2.]
Royal Mail - The quickest and easiest way to get information about Royal Mail product and services is to visit our website. If you need information about restricted items or packaging, or you need a price for sending an international or inland item, you can get all of this and much more online at www.royalmail.com. You can also ask me a question using 'ask Sarah' on the customer services page. We do apologise that this line is extremely busy and it will take longer for us to answer your call. If you just need advice about the correct postage for the size of your letter or parcel, press 1. Alternatively, please hold the line. [Mktg holds]. I'm sorry, we have not been able to connect your call this time as all of our agents are currently busy helping other customers. If you have internet access you can now get most of your questions answered anytime, online, by using Sarah, our new virtual customer service advisor at www.royalmail.com . Alternatively, please try again later. Thank you for your call. [Line goes dead.]
Verdict - I called Royal Mail to find out why an item which had been confirmed as being in the post had not yet arrived. However, this proved impossible. I went through the automated options looking for the most relevant option, but I could not find it after following several routes through the automated menu. When I thought I was on hold to speak to an advisor, I was cut off as all Royal Mail agents were busy. I was extremely disappointed that the whole system seemed to be in place simply to direct people to the website.
Score - 0/10
A view from Staff
We'll Call You - Royal Mail
Mole is holding a dance party at our flat this weekend, but the CD we ordered from Amazon hasn't arrived, so we rang Royal Mail to find out where it might be.