Awful support conversations

I'm thinking to collect awful support conversations. Do people like reading these for amusement? Should we start a collection? Please let me know - comment below. Personally I find it astonishing just how bad support can be - it never fails to amaze me (again)...

We had this one a while ago. I have a few lulus from Lulu too, if I get time to compile some.

Now my latest, slightly edited to protect those involved:

Subject
Pukerua Bay address wrong
=============================================
Customer 26/03/2009 04:29 PM
Greetings

Your online Address and Postcode Finder system is rejecting my online
vehicle registration address change.
10 Somewhere Place
Pukerua Bay
.works just fine: 5026

10 Somewhere Place
Pukerua Bay
Porirua
..is rejected

If I don't live in Porirua please let me know asap as I currently pay them
rates.

Rob England
10 Somewhere Place
Pukerua Bay
Porirua
============================================
Response (Carolyn [she provides her surname too which I think is very bad practice - never know what nutters you will get - some are actually even more loony than me]) 27/03/2009 10:08 AM
Good morning,

Thank you for your inquiry regarding postcodes and addressing standards.

New Zealand Post uses suburb names approved by local authorities and Geographic Board, or in cases where these are not defined, reflects common usage.

Our postcodes are in place for postal purposes only, therefore it is important to use your correctly allocated postcode for correct and efficient mail sorting and delivery.

How you choose to describe your property for other purposes is up to you. As long as an address contains the correct street name, town/city and postcode, New Zealand Post will accept alternative commonly used suburb names such as yours however it is recommended that the new Postcode used.

According to our National Database, your address shows as follows:

10 Somewhere Place
Pukerua Bay 5026

I trust this answers your concerns.

Should you have any further questions please do not hesitate to respond to this email.

Thank you for contacting New Zealand Post Online Customer Service Centre.

Kind Regards,

Carolyn
New Zealand Post Customer Service
=============================================
Customer 27/03/2009 11:58 AM
No you have missed my point entirely.

The suburb is identical in each case. I have no idea what you are talking about with an "alternative". The problem is if one specifies (correctly) that Pukerua Bay is in Porirua city, in which case the system rejects it. Not only does it reject it but it does not offer Somewhere Place anywhere as an alternative - it insists I must live in Somewhere Terrace in Tawa. Please try it.

It is broken. You are preventing ALL residents of Pukerua Bay from conducting online transactions with Land Transport because their system includes a city field. Please read and address my question this time

=============================================

Response (Carolyn ) 27/03/2009 01:08 PM
Good afternoon,

Thank you for your response.

Pukerua Bay is under the Porirua City Council jurisdiction, however we go by ‘local usage’ which in this case has been recorded unanimously as simply being ‘Pukerua Bay’ hence why we have dropped the ‘Porirua’ town/city name.

When Somewhere Place is typed in to the postcode finder, it generates the following:

Somewhere Place
Pukerua Bay 5026

I trust this clarifies any concerns you may have had.

==============================================

Customer 27/03/2009 02:13 PM
No it doesn't address my problem.

Nobody can change their address online at Land Transport NZ or any other government agency or organization that uses NZ Post to validate the address. Are you listening?

Why is adding Porirua making it invalid? And why does it not suggest Somewhere Place Pukerua Bay without the Porirua? Why does it suggest Somewhere Terrace Tawa and NOT my street? IT IS BROKEN!!!!!!!!!!

If you don't address the problem I'm going to the Dominion [local paper]

==============================================

Response (Carolyn) 27/03/2009 02:59 PM
Good afternoon,

Thank you for your response.

I have forwarded this onto our Addressing Team to follow up with you directly.

They will contact you as soon as possible.

Thank you for contacting New Zealand Post Online Customer Service Centre.

Kind Regards,

Carolyn
New Zealand Post Customer Service

==============================================
email 31/3/2009 9:14 am

Hi Rob,

After investigation, I have found there is a bug within our system that is causing this problem.

The Addressing Team is now aware of this and is in the process of fixing it.

Thank you for raising this to our attention.

Regards,

Alex

Retail and Distribution Support