Pollyana

A representative of a certain shipping company well known in this neck of the woods has sent me a pm regarding the problems I had with my shipping.......which arrived on Feb 18th 2004!!!!! Better late than never I guess, and the speed of the response matches the speed of their ships.....

I know there are others who have had even greater problems with the same company, with equally greater physical damage to their belongings. I have suggested to this guy that it may be a better public relations move if he were to break his silence and post on the forum, as he has become a member, so I am starting this in the hope that he will respond, and address the problems that others may have experienced.

I don't want this to become a slanging match, and please no libellous comments. I will post some links to previous threads, and everyone is free to search and find others - there are a few good reports among the bad, I believe.

What a trip down memory lane this search turned out to be......!!
http://britishexpats.com/forum/showthread.php?t=207012
http://britishexpats.com/forum/showthread.php?t=253033
http://britishexpats.com/forum/showthread.php?t=246624

moneypenny20

Blimey Pol, that's come out of the blue Do you reckon he left it a couple of years for you to cool down

wmoore

This should be interesting .......

Hutch

Said company have such a bad rep on these forums that I'd sooner stick my worldly goods in an inflatable dinghy and entrust it to wind and tide than use their services

Pollyana

well, I can't be accused of not being fair, as I'm giving him a chance to redeem his company's reputation here.......and I have sent him a link to this thread.

wmoore

Bloody stirrer

Pollyana

its been that sort of week

Rachel & Paul

Remind me never to cross you Polly!!
LOL
Paul

John Payne

Regular users of internet forums will know that adverse publicity is not uncommon, and that companies very seldom reply to that adverse publicity for fear that a less than useful ‘slanging’ match often ensues. It is for that reason that Anglo Pacific has not responded to posts on this site before now.

I have been following posts on this forum for a little while now, as Anglo Pacific appears to have received, amongst the good and bad, some pretty poor feedback from Britishexpats Members. I was hoping to open dialogue with Pollyana, a Moderator on the site and a person not happy with us, using the PM facility to help me get a better understanding of the depth of the issue and how best to deal with it. Pollyana feels this topic is better aired publicly rather than in private, hence this thread inviting me to comment in public.

My name is John Payne, and I am the Group Sales Manager for Anglo Pacific and one of those responsible for the growth of our company. I believe firmly in customer service, and it is in my interest to find out what our customers experience is like to help us shape the way we think in the future. Therefore, I would like to invite anybody who has had a problem with Anglo Pacific, which has not been resolved to your satisfaction, to contact me by private email. My email address is [email protected]

I will not promise that I can turn back the clock and provide total satisfaction for everyone, but I will review your case if you would like me to!

Now I would like to tell you something about Anglo Pacific, and at the same time try to put in to perspective our record of successfully moving people around the world. This is in no way intended to read as a sales pitch, but a few facts and figures might show us in a different light.

Anglo has been trading since 1978, and has become one of the largest international removal organisations in the UK. Every year we move literally thousands of consignments overseas (around 20,000 per annum), and believe it or not most of them successfully. You will find it easier to find negative threads about us than most of our competitors for the simple reason we ship more. If for example we ship three times as much as our neighbour, but receive double the number of negative feedback comments then the reality is we are doing a better job!

Our claims record is exceptional, and our measurement of customer satisfaction has been developed over the past twelve months to new levels with the introduction of improved customer feedback. In fact we probably do more to react to customer feedback than any other company in our field.

The loss ratio for our industry is an average of 4% (4% of customers claim for missing or damaged goods). Our record for the past three consecutive years is below 2%, an indication of how well we perform.

Having said all of the above, I recognise that we do not get it right all of the time, and it is our response to problems and mistakes that is vital. We have procedures for dealing with customer complaints, and they have recently been tested and approved during an audit by Ernst & Young. We do more now than ever before to get things right, but being a realist I also know we will never satisfy everybody every time.

I hope this posting is received as evidence of our integrity and good intention, and is not misconstrued in any way!

sme

Well done Mr John Payne for sticking your head over the wall.

Hopefully people can engage in some kind of dialoge with you and the company you work for.

Good luck

mandtooz

here here, i agree, clean slate and all that!

although there are some very upset people on here!

goodluck with all you want to achieve!

Fionast

It is refreahing to hear a company admiting that they don't/can't get it right all the time after all we are all human. It is how the problems are dealt with that make all the difference so well done for taking up the challenge to post on here and I wish you luck on turning dissatisfied customers into satisfied customers.

For all of us hoping to be shipping our stuff in the not to distant future, it would be intersting to hear examples of how things have been resolved when there have been/is problems and maybe the timescales involved in reaching a happy resolution.

Cheers
Fiona

sunshine9599

good on ya Mr Payne

most people using this forum do look for advice and would take any negative things posted as gospel...

But we do need to remember there is two sides to every story, and it is true that if you get good service your are unlikely to promote it unless asked however if its bad service you will tell the world and his dog.....

i respect your honesty

good luck

Pollyana

Thanks for posting John; I don't want this to become a slanging match, so lets hope for the best. I know there are some people on here that will welcome an open dialogue with you, and hopefully some issues will be resolved. My main aim in bringing this into the open, rather than corresponding by pm, was that I wanted others to have the chance to talk with you as well........

fraser

Being the cynic that I am, what has he got to lose by posting on here as his companys reputation is in tatters and it's his job to put that right as a salesman.

He's come on here to sweet talk people, it's all pr.