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Jul 23

TNT Logo

Well if you would have read the last post, you would know that our Harry Potter was delayed by TNT Couriers Delivery agents without a reason. When i didn’t get my book on Sunday also, i had decided to write about my experience. I tracked the Airway Bill Number and was shocked to see it was released for delivery on Saturday morning itself. For once Indiatimes hadn’t goofed up, but TNT had. I felt sorry about telling that Indiatimes guy his shopping portal wasnt of much use.
So as i wrote the TNT blog post, i wrote in anger that it should not be used. Basically my sites often work as a bridge. Once Indiatimes was not replying to my emails about one of their cash back schemes, one blog post, 10k visits to that post in 1 day, and i had Indiatimes top shots calling me to clarify and apologize. This blog also gets around 10000 hits a day, so it reaches a lot of people.

Being a company of global repute, TNT Courier also contacted me to sort out the matter, Mr. Saikin Bose was instrumental in this. Don’t know how he discovered this blog, but like a responsible employee and human being, he contacted me and offered to help me. I exchanged a few emails with him and a few phone calls (with customer care) later i had the package in my hands in the evening.

So basically TNT’s customer service is top class, the person i got connected to on Sunday was a little rude about Sunday being a holiday and his office being closed, but today has been a good day. I was told the book would be sent to me in an hour, and surely after 1 hour and 15 minutes(cut them some slack !), i saw the delivery man. Did i mention i was waiting for the book desperately in my balcony, i nearly thought the India Today courier was a TNT courier earlier.

The net conclusion is that TNT is a world class company with a great CRM, their franchisee who had to deliver to me though is another story. On inquiring about my delivery, he told me that a ‘new boy’ must have come to deliver and not found my address, no apologies from him. Now i live in a very prominent part of New Delhi, getting to me shouldn’t be a problem for anyone who is in the express courier business. God knows how many Fedex and DHL receipts(and digital machines too sometimes) i sign weekly and how many home pickups i get done by them.

To hide his mess up, the franchise had written that the consignee had moved his residence. This status change was done at 14:25 today. I am tech savvy, i track my items on-line, i call customer care. But i feel sorry for people who are not tech savvy. Their consignments would have been returned saying that they didn’t live at the address given.

However i have been assured by the company that a thorough investigation will be done into the incident and loopholes shall be covered. For the moment though :

Thanks TNT for my Harry Potter and the Deathly Hallows. with employees like Mr. Bose, you cant be going in the wrong direction. Also people don’t worry about using TNT couriers, they are pretty good in what they do!

37 Responses to “Our Experience with TNT Courier’s customer care”

  1. Ravi Sharma Says:

    Hi

    Nice to see they worked hard to resolve your problem, i thought you told me they later wrote that you were not home when you were actually home ???

  2. WiseTechie Says:

    Hi Mr.Ravi

    Yes , actually i saw the status change after writing the post. Its nothing but another attempt to cover up their mess-up. I was at my home all the time, so basically its a lie. And did they realise after 2 days that my house was locked and that infact i hadnt shifted my address. LOL, its funny actually.

    I think some top officials from TNT may have called them and given them a scolding , to save their neck, they wrote that i wasn’t home when they tried to deliver. But i am 100% confident they never came to my house.

  3. Nikhil Says:

    Nice to hear that you finally received your book. It was actually me who informed Saikat about your post. I just stumbled upon your post the other day. This was my first visit to your blog, and I think I actually reached your blog because of the post about *how to use opera mini for accesing blocked sites* :D

    PS: One question: What does “our” book mean? :P

  4. WiseTechie Says:

    Thanks Nikhil, i guess you deserve a thanks too. And yeah that post is one of our MOST popular ones, so many people, mainly from UAE want to access Orkut
    ‘Our book’, as there is more than 1 person in line to read it :P

  5. Saikat Bose Says:

    Tx Ankit :)

    And it was Nikhil who had pointed out this blog to me when we met online in PG for a while :)

  6. vijaysagar Says:

    hi this is vijay sagar i got a courier from icici on 15-09-07
    way bill number is 734269294

    my contact number is 9886471157
    9886782257

  7. f.mohamed junaith ali Says:

    hi this is junaid i got a courier from rediff shopping on 13-11-07
    way bill number is 741279147.i have not received courier yet.please do needful at the earliest my contact number is 9843090155
    9843190155

  8. Kantharaju Says:

    Hi
    I am Kantharaju, I have booked one Pilot pen through Indiatimes shopping on 26th January 2008 and it has been despatched on 29th January 2008 through TNT Courier (DO875679265WW). But i didn’t received any courier till today. So please help me and take necessary action to send my pen early. My mobile No. is 9964245808

  9. pankaj shah Says:

    I have a question for: TNT Express

    My question is about:

    wrongly asccesed custom duty and exploitation of customer by compelling to pay abnormal
    extra ordinary highest handling charges

    We are retail and wholesale opticians
    We had appointed TNT couriers to collect a parcel containing reading glasses 28 pieces

    from china.
    The Airway No is GD 921 893 232 WW.
    The parcel was dispatched along with Proper Invoice.
    The total value of the parcel is $12 USD i.e approx INR 480.
    However for unknown and unspecified reasons it was accessed of value 6 times more than the

    original value i.e instead of Rs.480/= it was accessed as Rs. 2800 and duty was charged

    accordingly. Instead of Contacting Us for specifications regarding the Duty and assessment

    charges, TNT couriers had accepted the charges without even contacting us.It is TNT\’s

    Duty to have the assessment done strictly according to Invoice value and if not the client

    ( US ) should be informed for further instructions. The values incurred were totally

    unexpected very high.
    With the duty charged on 6 times the original amount, the octroi charges were levied on

    the higher amount too.
    More to add to their total atrocities they have charged a handling charges of Rs. 394.

    which is almost equal to the product value.
    On complaining for the wrongly charges and worst customer services, TNT Manager did not

    even try to resolve any of the problems and said nothing could be done.

    Here are the figures.

    Original Parcel value : Rs. 480
    Accessed value by customs ( without TNT informing us about the same ) : Rs. 2800
    Duty Charged :Rs. 412 ( It should have been Around Rs.82 )
    Octroi Charged: Rs. 177 ( iT should have been around Rs.32)
    Handling Charges: Rs. 394 ( No details provided on how such a high value was charged . The

    amount is almost equal to the total parcel value)
    Courier Charges : Approx. Rs. 2000

    Total charges that should have been occured on Original Value : Approx. Rs. 200 + Courier

    Charges
    Total charges that is charged on over assessment : Rs 1000 + Courier Charges
    i.e. More than 6 times the usual.
    As the reading glasses are necessary medical aid product and they are very very low priced

    .we do not know how TNT agreed on 6 times the assessment value without intimating us for

    the same and more over to that collecting abnormal extremely highest handling charges ?

  10. Kunal Says:

    Hi

    Shopped at IndiaTimes for a MP# player. They gave me a AWB no in three days time saying the product has been shipped.
    5 days into the shipped day, I still see no signs of the product, call the cc of TNT and quote the AWB no, [Online kept giving me Not found error], Turns out that the AWB no is not valid, since the product has not been shipped, The girl at TNT also says that this happens mostly to all IndiaTimes customers. I was shocked.

    IndiaTimes plays this 10 day guarantee delivery game. It does not ship the product, However it gives u a fake AWB no. call the cc of IndiaTimes to only being put on hold and losing money on my cell phone. The lady then tells me that iw ill receive a call in sometime regarding the issue.

    10 days into ordering the product, call customer care of Indiatimes again and this time get angry with the girl behind the phone. No use, they still continue to tell that i will receive the product soon. I demand money and they use the same reply.

    I’m still waiting for the product, this is the 11th day into having made the payment. I hope i get the product, Never to shop at IndiaTimes.

    Kunal

    PS: Heard a cue voice at the customer care of both TNT and IndiaPlaza :) TNT scores for more clear and sweeter voice ;)

  11. ABHISHEK DEVIKAR Says:

    respected sir,
    i have received a mail saying that i m the winner of volkswagen lottery & a car too which ll be sent through t n t couriers isit genuine sir? plz do reply.. they have asked for the delivery charges to be paid in advance…
    Awaiting for your reply
    Abhishek Devikar

  12. WiseTechie Says:

    This is a scam, do not reply or go further with the emails :

    http://www.hoax-slayer.com/volkswagen-lottery-scam.shtml

    http://www.sophos.com/pressoffice/news/articles/2006/01/vwlottery.html

  13. SUNIL VAIDYA Says:

    DEAR SIR;
    WITH ME THE EXPERINCE WITH TNT OFFICIALS IS REALLY ANNOYING AND IRRITATING..I M BASED IN NAGPUR..WORKING FOR A COMPANY HAVING HEADQUARTER IN SWEDEN..MOST OF MY COURRIER SOMETIMES PARTS COMES FROM SWEDEN.. I GET PHONE CALL FROM THE LOCAL TNT OFFICE SAYING YOUR COURRIER HAS COME PLEASE COME AND COLLECT THE SAME FROM OUR OFFICE AFTER PAYING THE CASH..OTHERWISE WE WILL SEND IT BACK..WHEN I REQUEST WHY YOU ARE NOT DELIVERING IT IN MY OFFICE? I GET A REPLY WE DONOT HAVE MANPOWER AND SOMETIMES INFORMED THAT THEIR PERSON IS NOT COMING TO MY AREA.. FUNNIEST PART IS THE DISTANCE OF THEIR OFFICE FROM MY OFFICE IS HARDLY 2KMS.
    IF I TELL THEM FOR COLLECTING THE COURRIER FROM MY OFFICE THEIR FIRST QUESTION IS WETHER I M PAYING THEM CASH OR NOT..?
    IF IT IS CASH THEN AND THEN THEY WILL COLLECT THE MATERIAL.. OR ELSE NO COMMENTS..
    THEY ARE LEAST CONCERNED ABOUT THE DESTINATION WHERE THE MATERIAL IS GOING? NEITHER THEY WILL ASK YOU WHAT KIND OF MATERIAL I M DISPATCHING? NEITHER THEY WILL ASK ANYTHING WHERE FROM I M CALLING? WHEN I ASKED FOR THE SENIOR PERSON A LADY WHO PICKS UP THE PHONE INFORMED THAT THEY DONOT HAVE OFFICER INCAHRGE IN THEIR OFFICE AND SHE IS THE INCHARGE..
    WHNE THEY BRING MY MATERIAL TO MY OFFICE THEY WILL NEVER EXPLAIN THE CHRGES THEY HAVE CALCULATED…WILL ASK FOR THE PAYMENT..SOMETIMES IN INTERNATIONAL CARGO WE REALLY DONOT THE CHARGES THEY HAVE ACCOUNTED..
    ITS REALLY ANMAZING…
    WITH THE COPY OF THIS MAIL I M INFORMING MY HQ NOT TO DEAL WITH THIS ORGANISATION HENCE FORTH…..
    SUNIL VAIDYA

  14. Sasmit Says:

    TNT service is pathetic, I have some goods shipped from Bombay on the 25th of October via their surface express, the package has been lying in their Nagpur warehouse for over 3 days now, the help desk just responds by saying “status has not been updated and someone will contact you” every time I call them.On repeated asking the reason given for the package sitting in the warehouse is” non-availability of vehicle” !!! I mean what kind of a courier service gives that for an excuse !! ..They should feel ashamed…comparing themselves with UPS DHL etc.. postal service does a better job…

  15. Sasmit Says:

    the e-mail id given for support on the TNT India website is invalid ….ah..wonderful !
    what kind of a service does this company offer ….the same company in US wouldn’t dare do something like this..but this is INDIA

  16. WiseTechie Says:

    If i were you i would have sent them a consumer court notice.

  17. E.KUMAR Says:

    I HAVE PALCED AN ORDER FROM INDIA TODAY.THEY TOLD ME THAT THE ORDER HAS BENN DESPATCHED VIDE DOCKET NO 141730656 DATE 28-11-2008. TILL DATE I AM NOT RECEIVED THE ORDER. KIDNLY LOOK INTO MATTER AND CONFIRM THE STATUS. AND ARRANGE TO DELIVER THE SAME AT TH EARLIEST

  18. Vinod Mange Says:

    To.
    Dear sir or Madem,

    I can not got my courier my courier Come from Chaina?
    My Traking No is – GD932552923WW.
    so if you have this parsal please give a fast for me?
    my Office Address is,

    M/S.Vishal impex.ltd.
    1,kalpvruksha building,
    R.H.B.Road, Opp.C.Y.Ratan building,
    Mulund-(west).Mumbai-400080.

    Pho-022-25670540 / Fax: 25670541.
    E’mail: vinodmange@vishalimpex.in

    we are waiting for your posetive reply.
    Thanking you & Regard,
    Vinod Mange.

  19. RIYASUDHIN.T.S Says:

    hi,
    I am Riyasudhin i have booked one rotating watch through rediff shopping
    on 9/07/09and it has despatched on 15/07/09 through TNT courier (co:no:
    832690595) but i didn’t recieved. So please contact my cell no:09995835931

    thank you

  20. S. Karthiyayini Says:

    I am karthiyayini i have booked one Laptop Motherboard. That motherboard despatched on30-07-09 throught TNT courier: Lock no : D0113354923WW. I didn’t received. So please contact this no: 0462-2573401

  21. dear tnt Says:

    am chary from india i have send some percel to agusrillia but addres the give tom is not correct i want to chnage it and put the currect one so plz adivce me on how to contact augsrtllia web site

  22. nitin rajyaguru Says:

    your barnch not in umbergaon-Gujarat (INDIA) so how can send my product from i purchase by ebay shope, they are all ready shipted please informe me as soon as posibal thanks !

  23. Sunny Patil Says:

    Hi Mayank,

    I have odered one pearl set with cadas on 3rd of Nov 09, I just want to know till when i will receive my order i have given my details with my two cell numbers…I am waiting for your reply.

  24. kamal kumar saxena Says:

    my order of sony digital camera w220 was picked from Circonia (Teknix)
    416,Daulat Bhavan,Kalbadevi Mumbai-2 on 10th oct 2009 but i have not receive till date.my address is kamal kumar saxena, 18 laxminarayan society mahavirnagar himatnagar (s k) 383001 gandhinagar (Gujarat). i have to know the status of my parcel.please do needful action and make to be trust in TNT. THANKS

  25. Rohit Jain Says:

    Hi ,
    my name is rohit jain , 5 days is over yet i ahve not got my courier . i got a message from HDFC bank . my bill no is D33747438
    and my contact no is 08108212561

    Thanks

  26. mani Says:

    dear Sir,

    Check this A/C no:
    Fenix import sl
    Spain
    Tnt A/c No: 759601
    Kind Attn: Margarita Menica

  27. Hosur Wire Products Says:

    A document was booked from China No.being CT168406599CN on 8th December and the same was received in Delhi on 11th. This was sent to Bangalore. Wa have been frantically contacting Bangalore Offie for the delivery, but they do not have an office in Hosur and they are depending upon a third party. they gave me the cell number of this party. His name is one Mr. Arun. On 14h around 3 p.m. he told us that he is having the document and asked for the location of our factory which we gave him. He in turn promised to deliver the consignment whtin one hour. Ever after 3 hours the document was not delivered and we contacted Mr. Arun. He told us that the document is not within him and he will deliver the same the next day and that he has already left for Bangalore. In fact he had to cross our factory to go to Bangalore. We then once again contacted the Bangalore Office who emphatically told that the document is with Mr. Arun and they will ask him to deliver the same. We pormised to wait in the office till the document is delivered as it was very very urgent. Nothing happened till 8.15 p.m. when we once again contacted Mr. Arun. He informed us that he has been detained by the cops and he wanted us to come and collect the document from Attibelw which aroiund 5 k,m. from our factory. As we were left with no other aternative we deputed a man to colect the document to our surpise we find him coming out of a Bar in Attible. You have drunkards and useless people and Jai Ho for your service.

  28. Rahul Says:

    Hi My packet is courier from china and the packet is lying in your mahipalpur office since 1 April and your agency is making excuses that they could not found the address at you would be surprised to know the building is on the main road and I had talk to your people on 3 April in morning and given my cell number to them and they told me they would send the packet in working hours by Saturday but when in the evening I checked it they say if you want to pick the packet you come and pick it we will be sending you by Monday and today I got call but this is really unprofessional and because of your stupidity I had not received my packet I had ask my buyer not to use this stupid agency again who don’t know about commitment and I would request other also not to use this agency for couriering. My Name is Rahul and my packet number is 453500812.

  29. Ali Says:

    From my experience with TNT, they are horrible. We run a business in Angola, and we do not accept any of our suppliers to send our documents with TNT. Sometimes, some suppliers do not listen to us and they mail them with TNT. This is always costs us alot of money because we never get our shipping documents on time and end up paying late fees. Their customer service telephone number in Angola does not even work. Or maybe they have disconnected it because they recieve alot of complaints. Another thing they do is that they lie to our suppliers in China. They promise our suppliers a delivary of four days. Their delivary is never less than 15 days. Sure people will argue that the infrastructure in Africa and the redtape puts them at a disadvantage. However, DHL and FEDEX in Angola do not have any problems with delivary. It is just TNT that gives everyone here a headache. They are just horrible. Again, i have to emphasise that this is from my experience only in Angola.

  30. nishant sharma Says:

    hi i am nishant sharma fro u.p., I have booked an order through star cj shopping and it has been despatched through TNT Courier (BO601241185WW). But i didn’t received any courier till today. So please help me and take necessary action to send MY COURIER. My mobile No. is 08126346512. PLZ CONTECT ME ITS URGENT.

  31. S. Malhotra Says:

    My experience with TNT has been horrible. My brother sent me a Rahki gift from England, which included some gifts for the rest of the family too. I got the package but most of the stuff was missing. There were onky some colouring pencils for my son and a cardigan, while two shirts and a ladies leather purse was missing. I contacted TNT and a coustomer service agent – Lalit Raj took the call. He assured me that action would be taken in this regard. He asked me write a formal complaint through an email. I did that and kept sending reminders but nothing has come out of it. That was more than three weeks ago…. so much for customer service. They did not even get back to me to tell me if anything was done about it.

  32. santosh Says:

    We had a shipment booked from Vijaywada tobangalore on 21/10/2010. The shipment reached B’Lore on 23/10/2010 as per the tracking system. We followed up to get the materials (2 packages) delivered from 23/10/2010 to 8/11/2010 several times. when we contacted the customer care 18004259999 11 times the call was disconnected after hearing the doclet number. we contacted bangalore office and again the poorest of response. then we spoke to Mr. Prashanth Kumar sahu who never reverted or responded after the first call and then Mr. Manuva then Mr. Rajshekhar, Then Mr. Arun after the first call none picked up the second call..
    Then finally we get the delivery on 9/11/2010 but for our surprise we have recieved only one package among the two. The guy who recievedd it dint see the packing slip the T N T person who delivered it just escaped away.
    Now we are in a confusion in what way to proceed??? We have wriiten 7 mails and made approximately 40 calls to get the half shipment delivered and with a delay of 20 days…

  33. Shivakumar Says:

    Wrongly assessed custom duty which is abnormally high ( by 200%)

    We are in a similar position as Mr. Pankaj Shah experience with TNT.

    Just yesterday we received a shipment from Taiwan, it is CCTV Camera. When we looked the duty amount it was more by 200%, TNT has paid with out our consenus
    we asked TNT to send us the Bill of Entry, when we looked at Bill of Entry there are many numbers over written again and again, we have sent a mail to CC for clarification

    Mr Shah did you get any refund for the extra amount paid by TNT ? what course of actions would you advise for us?

  34. ATUL KUMAR Says:

    hi my bro recieved an sms stating that he has won 250,000gbp through iccglobal events london.the email recived says that an official of tnt courier named mrtin ducker will give me d draft.but he wants us to deposit 25000 inr in a bank account provided by him.his contact numbers are .kindly explain is this a clear scam or any officiak of yours is really out there.

  35. WiseTechie Says:

    Atul – this is a 100% certified scam, stop all contact with these people and contact the police if you have already given them sensitive personal information.

  36. Pankaj Kumar Sinha Says:

    The service from TNT courier is pathetic, I have raised a request at 2:45 PM to collect one parcel from my place. They agreed to send someone at 5 PM. At 6 PM I called them up to inform that nobody has come till now at my place. One lady told me that someone will be reaching my place in next 30 min. The result was same no one has come to my place. Again someone told me that someone will be at my place in next 10 min. Till 8 Pm nobody has come to my place. Then I again contacted to customer care. One guy was sitting there, he told that today it is not possible now. Nobody can come to my place and that guy was talking to me in very rude manner ( I think he needs traning to interact with customers ).

    Then I requested that person to please make arranagement to collect that parcel on suday, though that was very important. But that guy told me that I have to pay 550 extra. I did not understand why I should pay that extra amount, since they have done the mistake. Since 5 Pm they were providing the wrong information.
    And at 8 Pm ( when I contacted them ) they said today parcel cannot be picked up.
    If they would have informed me in well advance, I could have arranged something else.

    The service is totally pathetic. I am requesting to all to not to approach TNT courier, it is completly wastage of time, money.

    Pankaj Sinha

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