Remember the malicious revenge of rookie post station. Those who like to use rookie post station for a month and a half, but failed to communicate many times.
Writing this article is a joke. Why? Because I am a person who likes to use rookie station (hereinafter referred to as rookie"). Cainiao Post Station should get along well with me and be mutually beneficial. However, Cainiao Post Station has a simple friction with me. I maintain active communication throughout the process, and Cainiao has gone deep into malicious revenge step by step. How much revenge is it? The number of the people around me has also been blacklisted. The duration of defending rights is January and a half months. I have a good reason for the whole matter, whether subjective or objective. However, even so, this is a complete failure to defend rights. Come on, let's follow me to have an in-depth understanding of the express delivery service industry!
On April 15, 2020, on an ordinary day, I went to a rookie to pick it up. For me who has been using Taobao for more than 10 years and has at least 50 express delivery per month. It's a pleasure to receive express delivery. All my daily necessities like to be bought online. After ordering the rookie app, I picked it up with one click. But the new female salesgirl has a fierce service attitude this year. Did I pick it up? She said you didn't pick it up!! I said I ordered it. Take a look. She said she didn't do it! Sign up your mobile phone number!! After I signed up for my mobile phone number, she gave me the express delivery. What about this suffocating attitude? Don't take the initiative to ask, just say that the serviceee did not order this service. Everyone can blow it up, right? However, I didn't. I think it's forget it. Maybe the rookie is not proficient, in a bad mood, and not many times. But this suffocating process happened seven pick-ups in half a month, and it was the same every conversation. The difference is that the 7th rookie rolled one of my fresh express at my feet. This kind of irresponsible malicious damage to express delivery must be complained. However, this web complaint is the beginning of malicious retaliation from rookies...
After the complaint, during the holiday. I received a call from the official rookie complaint commissioner. The commissioner came up and said if you didn't want to use the post station. I asked who you were. He said that rookie complained to the mediator, don't you want to use rookie? I said rookies have a bad attitude five times a month, do you know? ( When complaining, my men mercilessly. In fact, I threw away my express 7 times.) He said he knew, didn't you want to use rookies. I said that since you know, I use rookies, rookies should have a normal service attitude. He said he didn't want to use rookie! I said that rookies have admitted their behavior. As superiors, you should actively solve this problem, and my requirements are very simple. I just hope that rookies will return to normal. He reluctantly said I knew.
Then, revenge began! My express delivery has been abnormal since May 1. My multiple express logistics shows that I didn't communicate but was replaced by someone to communicate with me either to change the time or to ask for a delay. ( Look at the key points of the circle)
And who is this person who communicates in place of me? After several couriers inquired, they were rookie female clerks. I told the courier that I never asked for an delay or change of time. I hope it will be normal. The courier helped me convey my normal needs like a rookie. Within 3 days after the first complaint begins. I didn't pick it up. Why? I don't think it's easy for the service industry. Complaints will definitely affect rookies to adjust their time. But I received a malicious retaliation and impersonated my message to communicate with the courier, causing my courier to stay in rookie. What about the result of the courier communicating on my behalf? A new wave of malicious retaliation begins!
My express delivery showed that it had passed through the rookie, and the logistics showed that the rookie stayed for 2 days and picked it out and returned it to the courier. But the reality is that my piece is in a rookie. The rookie blacklisted my number and didn't enter the warehouse. My express delivery is stuck in the rookie.
Whatever my express delivery is? Even if it's fresh. There is no notice. I made four responses: First, I went to the rookie to pick it up. By the way, I asked the rookie: Why don't there be a pickup code for these pieces? The rookie said: It's all done by the courier! You complained about the courier!! I said: It's none of the courier's business. The courier said you did it. The rookie bowed his head and remained silent. I said: It's wrong not to put it into the warehouse with you. The rookie said: I'm not right. I said to the steps: We meet each other. If you do a good job, I will give a good comment. If you do it normally, you can make sense. The rookie refused to communicate and said: I don't want your praise!!! I said: Then why do you still receive it? Don't take it if you don't want to make money. The rookie lost his reason and stopped talking.
The second aspect: I made up for a few bad reviews that I had not given a bad service attitude before.
The third aspect: I called the official rookie to restore my normal warehousing rights and interests, and the official rookie recovered.
Fourth aspect: I asked the courier to continue to help me communicate that the rookie post station is back to normal.
I think warehousing is a very small thing, and it is not easy for the service industry. Therefore, there are only a small number of step-by-step complaints or bad reviews, and every time a complaint or bad review, the rookie is given a 3-day opportunity to adjust. If you don't pick up the goods or contact them, you will further receive the fake pick-up code sent to me by the rookie. I think it's funny, but others think you're even more funny.
This is also my first time to defend my rights, but I am very clear about my way of defending my rights: the main thing is that requires multi-faceted communication. All responsibilities should be pursued, but I will not give up, will not be impatient, let alone punish myself with other people's mistakes. Understand in many aspects, solve it slowly, and calm down.
Then I found the WeChat account of the rookie boss. I said that you had watched it for so many days and never been going. The rookie maliciously retaliated against me. The rookie boss knew it for a long time, but the rookie boss Chen did not come forward to deal with it. The rookie boss contacted me (my recording): If you give bad reviews to rookie, you can't put it in the warehouse! I said: Who are you? He said: Former rookie boss, you can't put it in the warehouse if you give bad reviews to rookies! I said: Do you know the process of things? He said: If you give bad reviews to rookies, you can't put them in the warehouse! I explained the situation and said: After giving a bad review, I can't receive the express delivery? The express delivery is in a rookie, but it doesn't send the pickup code or delivery? I agree to rookie service on Taobao. Why don't you put it into the warehouse? If you don't go into the warehouse, you still receive express delivery. Where is my express delivery guarantee? What kind of service is it if you are afraid that bad reviews will not be put into the warehouse? For the first time, I heard that halfway through a road, I didn't say or explain it, and I said I wouldn't go. Just complain to the courier. If I really don't make sense, can you argue with the bad reviews later? But did I give it? Each complaint or bad review gives you a rest time. I'll compare my heart. Have you compared it? The only time I called and said that bad reviews for rookies were not included in the warehouse. Have you asked me the truth? He said: If you don't give a bad review, I will serve normally. I said: Of course, normal service will not give bad reviews.
After the rookie Boss Chen promised, I thought it would be over. Giving a pickup code from beginning to end is a small piece of trouble. However, the rookie boss promised that it was normal. On the contrary, on the day the boss called, my family's number was blacklisted together!! After the official rookie adjustment, I could receive the pickup code on May 4. The rookie still maliciously refused to accept it and returned it to the courier. My family's number was directly returned to the courier without reaching the rookie station (actually, many of my own express delivery did not arrive at the rookie station, and they were detained for a few days to return, which is the main way for rookie to avoid official punishment).
I complained to the official rookie website or telephone number 9519666, expressing that I have received malicious rejections for more than 20 days, the service has been bad for 35 days, and at least 35 parcels have been rejected. The official rookie immediately complained about the rookie, saying that it was a very bad behavior to refuse to accept parcels. Every time there is a problem with the package, you must complain to the official. The official will strengthen supervision and even review the qualifications of the store. Then the official communication with rookies began.
I don't mind repeating the malicious revenge of the rookie for a month and a half, but the official rookie interacted closely with me, but the rookie did not have any contact with me. I asked the official rookie: 1. Rookie restores normal service and pick-up code to ensure normal removal. 2. The rookie apologized and assured the complainant's related losses to avoid the recurrence of such problems. 3. Ask the official rookie to re-education to avoid such problems happening again. 4. You can no longer be maliciously retaliated. You don't want rookies to drill loopholes in the way of express delivery or save it without warehousing, etc. 5. The rookie should explain to the courier that my mail is normal. The official told me: I'm very sorry. 1. The official compensation for me for 10 yuan rookie coupons was issued to my account. 2. Increase the supervision and assessment of rookies. 3. Communicate with the rookie and contact me, and then the rookie expressed my mail to the courier as normal.
The fact is that the coupon has not been received, and I don't know about the regulatory assessment. The rookie didn't contact me, and the courier didn't know it was normal. The rookie is still revenge for drilling the loophole, and I still can't get one.
With the chaos of rookie post station, the chaos of courier guys also began to stand out. Put it elsewhere without notice or set my problem to be problem, threatening me to return it. Maybe some people think that the courier will be like this, but as I expected, I read them to help me communicate with the post station before, and indulged on all kinds of chaos of the guys. However, in fact, the courier guys and rookies are squeezing consumers' receipt rights and interests. If you ask to put them in the post station, the guys will not put them. So on May 25, I complained to the State Post Office for all the problematic express delivery. Behind consumers is the state, which protects the rights and interests of the recipient.
1. " Article 2 of the Interim Regulations on Express Delivery: These Regulations shall apply to engaging in express business operations, receiving express delivery services and exercising supervision and administration of express delivery industry within the territory of the People's Republic of China.
2. " Article 25 of the Interim Regulations on Express Delivery: Enterprises engaged in express delivery business shall deliver the express mail to the agreed receiving address, the recipient or the recipient designated by the recipient, and inform the recipient or the recipient to accept it in person. The recipient or consignee has the right to accept it in person.
3. " Article 28 of the Interim Regulations on Express Delivery: Enterprises engaged in express delivery business shall implement the information management of express delivery throughout the whole process, publish contact information, ensure smooth communication with users, and provide users with business consultation, express inquiry and other services. If the user is not satisfied with the quality of express delivery service, he may complain to the enterprise engaged in express delivery business. The enterprise engaged in express delivery business shall deal with it and inform the user within 7 days from the date of receiving the complaint.
Because the courier company and rookie are partners. I won't withdraw the complaint until I pick it up normally. Subsequently, the couriers and the person in charge of all the courier companies communicated on their behalf to make my post station normal. The official rookie did not make the rookie normal, and the rookie was normal under the pressure of the partners. Although I haven't got a lot of my guarantees, I still want to do it. It shows the attitude that rookies are willing to cooperate.
However, if the tree wants to be quiet, it can't be counted as an accident. There are still abnormal. Because it returned to normal, some couriers did not follow up in time, and rookies did not take the initiative to say normal to any couriers. Yuantong's express delivery is abnormal. On May 25, the courier directly set it up as a problem and handed it over to the person in charge of Yuantong District. The person in charge of Yuantong District knew the person in charge of the rookie area. The person in charge of the rookie area greeted the owner of the rookie in front of the person in charge of the Yuantong area and said that he was put into the warehouse. In fact, the rookie boss was not in the warehouse. It's unknown whether this greeting is true. But from the beginning, my complaint and bad review information were leaked. The official rookie communicated with the rookie, but rookie never contacted me. The gradual deepening of rookie's malicious revenge is definitely quite closely related to the head of the rookie area and even the superior.
I gave this question back to 9519666 again. I asked to find a responsible, patient, timely and rightful person to deal with it. The customer service helped me set up expeditation and leadership processing. Not long after the feedback, my round pass was normal, but I received a reply from the official rookie commissioner of 0571 that afternoon: I'm sorry! Cainiao Post Station has its own right to blacklist! I said: Rookie maliciously refused to accept, so how can rookie and your official make profits? What is the profit model like? The commissioner said: We charge a courier fee, and the service provider is a courier. I'm sorry!
This time, I didn't ask me about it over and over again, and I didn't say it was solved. I have added objections to this form of no punishment. I hope I can get an apology guarantee to compensate for the investigation and punishment of rookies. No contact has been received yet. But I still won't give up.
Let's take a look at the definition of rookie network:
Cainiao Network Technology Co., Ltd. was established on May 28, 2013. It is a "backbone of China's intelligent logistics" composed of Alibaba Group, Yintai Group, Fosun Group, Fuchun Holdings, SF Group, Santong Yida (Shentong, Yuantong, Zhongtong, Yunda) Home Express, Huitong, and relevant financial institutions. Net" (CSN) project, Jack Ma as chairman and Zhang Yong as CEO.
The company is committed to building a data-driven, socially coordinated logistics and supply chain platform, that is, establishing an open, shared and socialized logistics infrastructure platform on the basis of the existing logistics format. It has opened up the whole network logistics links covering cross-border, express delivery, warehouse distribution, rural and terminal distribution.
Take a look at the definition of Cainiao Post Station:
Cainiao Post Station is a comprehensive logistics service platform for consumers, which is committed to improving the last 100-meter diversified terminal service. Collection service: Consumers shop on Taobao and Tmall. When placing an order, they can choose Cainiao Post Station to collect on behalf of others. They can enjoy 5 days of free storage at Cainiao Post Station, convenient self-pick-up, loss must-compensation, privacy protection and other special services. Sending service: Consumers can submit delivery orders through multiple entrances such as Alipay APP or rookie wrapping APP or Taobao Tmall return, and send packages through the post station site. At the same time, they can enjoy various services such as free handwriting of express waybills, online payment, door-to-door pick-up, etc.
Cainiao Post Station belongs to Cainiao Network. Rookie is aimed at consumers, but it can freely communicate logistics on behalf of consumers. They can choose to serve consumers through blacklisting and can be asked not to give complaints and bad reviews. What's the significance of the service of Cainiao Post Station? And there is no effective form of restriction! This definition of express delivery service has existed for at least 7 years.
How to correct it? I call for:
1. Increase the franchise fee of express service sites and strengthen the assessment and supervision of service sites.
2. Smart Express Box and Express Service Site authorization must be obvious and approved by consumers.
3. Couriers must know whether to authorize smart express boxes and express service sites. If there is no authorization, they must contact consumers in advance to deliver according to the specified requirements.
4. When a courier delivers it to a smart express box or express service site, it must be displayed at the logistics point and cannot be changed.
5. Smart express boxes or express service sites need to refuse unauthorized express delivery as soon as possible, and clearly remind couriers.
6. Weaken the power of the express service site, which is only responsible for receiving and sending. Instead of expressing the willingness of consumers to pick up and send parcels to the courier, the site should not have a national online blacklist.
7. Enterprises in intelligent express boxes and express delivery service sites take the initiative to assume social responsibility and actively solve complaints about poor reviews and feedback consumers to complain about poor reviews until the problem is solved and increases satisfaction.
8. Increase effective legal channels for enterprises to complain about smart express boxes and express service sites.
The concept of intelligent express box or express service site has been implemented for at least 7 years. Due to the development of the entire e-commerce industry, the efficiency of express delivery has been improved, and the efficiency and profitability of intelligent express boxes, express service sites and express companies have been greatly improved. In this thriving scene, strict rules are needed. Although smart express boxes and express service stations advocate that they are integrated logistics and logistics informatization, every consumer cannot be separated from promoting the vigorous development of this industry. The rights and interests of consumers should be protected. Only by ecological optimization in the intelligent express box and express service site industry can each party go healthier and longer!
I'm still on the road of defending my rights. Maybe you know the unsecure form of logistics services. Maybe you have also been hurt by this industry. Maybe you agree with me. I hope each of us can take action and retweet comments and like it~ Let the logistics world return to the hands of most of us rational people~ Love everyone who takes action~
Summarize the suggestions provided by enthusiastic friends (you are really excellent):
1. Complaint to the official rookie;
2. Complaints to the local 12315 Market Supervision Bureau and receive return visits;
3. Complaints to the State Postal Administration and receive return visits;
4. Complaint to 12315 Yuhang Market Supervision Bureau, targeting Zhejiang Cainiao Supply Chain Company;
5. File a complaint to the court to protect rights and interests, etc...
Seeing some questions raised by the commentators, first of all, thank you for your attention, and then I will sort it out and answer it roughly:
I. What is the current situation of rights protection?
Answer: The rookie did not apologize or compensate.
II. Why not complain about the Commerce, Industry and Postal Administration?
Answer: The local industrial, commercial and postal administrations have different regulations on whether Cainiao Post Station is within its jurisdiction. The local industry and commerce have filed and communicated and solved it. The Postal Administration is not under its jurisdiction.
III. Why not complain about logistics or appeal to sellers?
Answer:
1. The answerer originally thought it was a small problem that could be easily solved, and out of trust in Alibaba's supervision. I hope to continue to use rookie. At first, I felt that if the courier placed the express delivery on time and in the specified way, it was meaningless to complain that the courier was fined. It's better to complain about rookies directly. The courier guy helped me communicate and feedback with rookie and the district leaders. After the logistics district leaders learned about the situation with me, they communicated with rookie, which had no effect for a long time in the early stage.
2. Later, the respondent began to realize the contractual relationship between logistics and rookie. In addition, the courier did not deliver the goods on time and in the specified way, so he went to the Postal Administration to complain. The rookie gradually solved the problem of entering and leaving the warehouse in the following week.
3. Each of our buyers signed an agreement in the option to use Cainiao Station. That is to say, rookies should ensure logistics services - solve the last kilometer. The buyer determines that rookies are warehousing to ensure the warehousing, and even deliver goods to their homes. However, in fact, in the agreement, rookie did not guarantee the above, but only guaranteed reasonable service.
4. Therefore, the supervision of rookies is very poor and useless. It is not surprising that bad reviews complain that they are anonymous and exposed information, and even malicious retaliation.
IV. The rookies encountered by the reviewers are very good.
Answer:
1. The answerer is the kind of person who likes to chat. I am willing to wait for a while when others eat or pick it down. Every time I pick it up, I will say thank you seriously. So I have a good relationship with many rookie service personnel. The local rookie's last pick-up little sister will help me pile up the package every time so that I can take them. She heard that the rookie had an accident and had a conflict with a person. She was shocked to hear that I and told other courier guys how it could be me. He also took the initiative to add me on WeChat to find out the situation, and then communicate with the boss. Although there is no result, I thank her~
2. The address of the answer changed due to work reasons. There are also 7-8 rookies I met. Generally speaking, the feeling of rookie service is mixed.
OK: It can be delivered to your door. It's also very good to tie it up as seriously as a local rookie's last pick-up girl. Take the initiative to contact us to remind you to pick it up, etc.
Bad: Find one by yourself and throw it to you in person. For 5 days, I ask you if you can't find the express delivery. I can find it by yourself. According to the characteristics of the item, I found it. The piece that was supposed to be transshipped without permission and refused to bear the freight to let the buyer pay the freight (resolved), malicious retaliation, etc.
3. When these problems occur, who suffers the most? Who needs to push for the solution over and over again? Only buyers. Before this experience, rookies increased the convenience of picking up by the answerer, and the answerer felt that no matter how bad the service was, it would not be much worse. However, after encountering it, I found that rookies had already had a lot of unresolved problems, like respondents, complaining about failure many times. The quality of buyers depends more on the quality of the service personnel themselves.
V. Are you not afraid of retaliation?
Answer: Where can rookies retaliate? They have retaliated like this. Isn't it offending a large circle to restore my normal entry and exit? I have all left evidence. As for anything else, it's ridiculous. I still want to see if I have any fun.
VI. Commentators feel that it is rare to see faultless parties cheated.
Answer: For this kind of commentator, just go to the place to build walls. Making walls is definitely a good hand hahaha~
VII. Answer the suggestions of the Lord.
Answer: Go to the Postal Administration to complain about rookies/logistics, and go to the industry and commerce to complain about rookies. Follow the Weibo search of the State Post Office - rookie, commenting.
VIII. To the commentators who speak for rookies.
Answer: Rookie does not have any valid legal contract with the buyer. Rookie can have its own blacklist. But whoever gives rookies the right to deal with the buyer's express delivery without permission, and all kinds of transfer delays in revenge will not be solved. Which law does you show you allow the express delivery service industry to do so? Which provision stipulates that the guarantee of express delivery rights enjoyed by buyers has become determined by rookies? If you don't agree, you can see which logistics dares not ask you to drop your express delivery, delay or stay your express without permission, or wantonly modify/swallow your express information, and treat your family's express delivery like this. Whoever does this is against the law!
Buyers use rookies and help each other. Rookies should not harm buyers' rights. If the buyer does not need rookie and rookie legal unwillingness, rookie should be notified in time, and the logistics should not pass through rookie.
Look at the heat brought by these calls answered by the respondents. Is it "blackened out" by the eyes of some people? Open your eyes and see clearly that it is the real buyer's feelings brought by the popularity of rookies themselves!! The respondent also describes his own experience and defends the respondent's rights!
Everyone stands behind him - it's the country!!!
One point of view that I am an honest person (if you want to see it):
1. An enterprise must understand its own service group. Rookies choose to serve couriers, and give up the feeling that most receiving buyers is a decision-making error;
2. I saw that the girl on the road was pulling a cart, and the strong man struggled to hold all kinds of boxes and bags. The pregnant mother took all the children and everyone in their arms to rest and walked. She pushed the children's car with her left hand and the express in the right hand. She could only let Dingdian's parents walk by themselves, and took the male rookie express cabinets around her to pick up all kinds of express delivery ~ I just wanted to cook. Are birds really convenient for our lives? Ordinary people consume time and energy, especially busy, old, weak, sick and disabled, etc. What should I do? Rookies have no meaning at all. If the buyer becomes weaker, it will be particularly troublesome or even ineffective. In this way, can you still say that rookies really facilitate life and improve logistics methods? It's not as convenient as the logistics phone call/text message to deliver to your doorstep, and agree to put them on the doorstep, the company, doorman, express delivery cabinet and so on.
3. Rookies involve address privacy, do business serving couriers (safe havens), take the buyer's logistics rights and interests (this is awesome), express delivery is not timely and self-reachable, and there is no effective safeguards (there is no supervision, and you can still be blacklisted to refuse. What's the use of using rookie is inconvenient and unsafe? Compared with complaints, it's much more worry-free.
4. Enterprises do not intend to maintain security, force binding and forced sales, and try to change the rules. Then buyers can only trouble the government to solve it. Praise the efficiency of the government!! In addition, I hope that the government will introduce relevant policies and regulations to regulate the market.
5. Rookies/couriers who don't do things well must have a lot of unreasonable unreasonableness that can't solve things. Why? Brainwash you once and use him for a long time. As for you, brainwashing once, it's inconvenient to take it yourself for a long time. It will also be further bullied (if there is no rules, the jungle will be forced) ~ Why do respondents seriously reply to such unreasonable comments instead of waking up? Because we are all people who have been damaged by logistics rights and interests, we should help each other. There is only one simple solution. Resolutely get back your logistics rights and interests, and nothing else is bullshit. I won't reply in the future. The comments in the article are very clear, and it's a waste of saliva.
6. From the experience of the respondent, rookies are quite familiar with handling this kind of complaint: I have "reasonable" and "strategable" with you to express you. What does this mean?
7. The commentators who don't give up their voices are the cutest!!!! ☺An honest people like you every time they see you! All kinds of likes! I like it very much! ~
8. In addition, pay tribute to the character of the well-served courier/rookie! Love and kindness are high-level emotions. I hope not to waver! There is no need to waver! Do things well and have no regrets~
9. The article is very long (I have tried my best to pick up the weight and be brief), and the popularity is very high, and the respondents didn't expect it. But the respondents are very clear that this is the real feeling of every rookie who has experienced it. Don't give up the voice, firmly complain and get back logistics rights and interests, and be a hard-core big copper bean. It's most useful not to affect your mood!
10. I really can't see scolding me~
I'm an honest man. Don't fool me! ~
61 comments
Such a rookie also asked for correction. Didn't it ask for prohibition and stop? The emergence of rookies is the result of hegemony and monopoly, so don't think that they will have good results. Cainiao post stations should not appear.
For so many years, the chaos brought by rookies has not been regulated.
At present, the express delivery industry is extremely non-standard, and various problems are emerging one after another. The better solution is to reduce online shopping.
Now I should try to buy online as much as possible and reduce the number of trips to Cainiao Post Station. Don't say it. It really saves me money.