315 rights protection ｜ The same city express actually shows that it will take 4 days to deliver？ EMS： ＂Next Day Arrival＂ is for reference only.
Source: The Paper.
Recently, Mr. Lin, a consumer from Guangzhou, broke the news to the complaint platform for the concept of quality (https://tousu.thepaper.cn), saying that he had handled the passport renewal business in the government affairs center and chose the EMS express mail pick-up service of China Post. However, after the passport was sent, he found that the express delivery in the same city showed that it would take up to 4 days to arrive, which affected his plan to go abroad. "The postage is 18 yuan, and it is an express. It actually takes 4 days in the same city. This is too slow."
In view of the above situation, China post express logistics related personnel responded to The Paper, saying that in most cases, "express" express delivery can be delivered the next day. If there is no next day delivery, a staff member will contact the recipient. As for the promise of "next-day delivery" of express delivery in the freight aging query, the staff said that "next-day delivery" is a reference aging, not a promise aging, which is subject to the actual logistics information.
Consumers broke the news:
According to Mr. Lin, when he approached going abroad, he found that his passport was valid for less than 6 months, which did not meet the entry requirements of the country of entry. "I thought that my passport would expire before I could change it, but I didn’t expect it to be used for less than 6 months." Therefore, on March 7th, he went to Huadu District Government Affairs Service Center in Guangzhou to handle the passport renewal business, and chose the mailing service. "At that time, I asked the staff if I could send SF Express, because I was in a hurry to use it. He said that I couldn’t choose. It was all sent by postal EMS, and it usually arrived the next day."
Mr. Lin said that he has been paying attention to the passport information. On March 11, he showed that the passport was already in the courier, but he did not find the courier information. On March 12th, the courier information was found through EMS China Express Logistics, which showed that the parcel was collected at 15: 50 on March 12th, but the courier was expected to arrive before 20: 00 on March 15th, which made Mr. Lin very puzzled.
As Mr. Lin is going abroad on March 14th, he wants to collect his passport, but the government affairs center told him that his passport had been collected by postal EMS and could not be retrieved.
"I think it’s China Post EMS Express, and it takes four days for a city express to arrive? But also the express fee from 18 yuan. It’s neither double eleven nor special weather. Why is it so slow? This is too unreasonable. " Mr. Lin said that he contacted the postal express customer service many times and was told that the display time would prevail, and he did not give the reason for the slow speed.
Company response:
The Paper saw from the "Freight Time-limited Query" in the EMS China Express Logistics applet that its service feature is "to provide a promise service that will be delivered today and delivered the next day within the specified service scope and time".
Why did the promise of "next day delivery" become a four-day delivery? On March 13th, in view of the above situation, The Paper contacted China Post Express Logistics. After inquiring about the order, the staff said that in most cases, the "express" courier can arrive the next day. If there is no next day, a staff member will contact the recipient.
Regarding the promise of "the next day’s arrival" in the query of freight limitation, the staff said that "the next day’s arrival" is a reference limitation, not a promise limitation, and the limitation may be postponed on the original basis due to force majeure factors such as abnormal weather, natural disasters and traffic control. In response to Mr. Lin’s situation, the staff said that the actual logistics information shall prevail.