#libanpost

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Postal Solutions LibanPost’s digital journey: Serving customers with an effective e-commerce strategy.

To surf the booming e-commerce wave, LibanPost chose to transform its traditional way of doing business.

Learn more about Postal Solutions LibanPost’s digital journey: Serving customers with an effective e-commerce strategy.

[rouba-abouzeid]

Reply to LibanPost

In reply to @LibanPost's tweet:

@abouzeid Hi Rouba, can you please tell us which kind of service are you talking about to see how we can help. Thank you!

And my previous complaint:

Emailed @LibanPost 4 days ago, no reply. Called yesterday for answers. Went early morning to get a number at #Hamra office. Waited for 3 hrs only to be told I couldn’t do what I needed to do while I was specifically informed of the opposite on the phone yesterday! A whole morning wasted! And in a crowded office in the middle of #Beirut, the capital, where overload is expected especially on a weekday, to open only 2 desks while people are waiting for hours is beyond comprehension! 

Hello @LibanPost,

Thank you for following up and further inquiring about the matter.

I emailed [email protected] four days ago enquiring about two issues: 

Lebanese Passport Renewal as well as 

Work Residency Renewal for a Madagascar expat working in Lebanon.  

Since I received no feedback by email (I checked both my inbox and spam), I called 01.629629 yesterday to inquire over the phone. A lady (I will not name her here) gladly answered my questions and confirmed to me I could renew the Work Residency but I had to go to a LibanPost office myself, because procedures that require General Security ( الامن العام ) must be done in person (no home-delivery). 

So I went to the nearest LibanPost branch, which happens to be in Hamra, early in the morning to get a number and wait for my turn.

I waited there for about 3 hours for my turn simply because the branch was over crowded and only two desks were operational. I must say, that by itself was shocking enough!

On a weekday, LibanPost should expect a high load of customers. Especially in Beirut (and Hamra, which is at the heart of the capital and where most business is done).

Someone at the management should have noticed the crowd and opened more of the six available desks. Two is simply not enough. 

It should also be noted that if there were enough seats for us to wait, we probably would not have been that irritated. But about 10 chairs (or less) is really not enough to cater to such a branch!

When I finally got to one of your employees, I was told that I could renew my Lebanese passport but I could not renew my housekeeper's work residency. I told them that I was assured I could do it, just yesterday over the phone. But the employee at the Hamra branch insisted I was to go to the General Security ( الامن العام ).

My first complaint is that my email should have been acknowledged in a timely manner. Because I am certain a clear and detailed written answer containing the required documents and procedures to renew a work visa could have prevented all that mess and waste of time. I would have simply made the trip to the General Security ( الامن العام ) directly and renewed both my passport and the work residency there instead of wasting an entire morning for nothing.

My second complaint is about that lack of management at the Hamra branch which left everyone there upset and angry. People have work and families to attend to and it is simply disrespectful to your customers not to provide a reasonable waiting time. If some of us have to take time off work, we should at least know we will not spend our entire morning at LibanPost! It is not reasonable. Only two operational desks is simply illogical especially when there are six desks available. We were told one had a defective computer. What about the others? We chose to go to LibanPost instead of the General Security because it would supposedly save time and make things easier. But I have been to the General Security before and I have never waited as long as I have waited today at LibanPost! Many of the others who were waiting with me said they would not use LibanPost again for General Security procedures and would rather go there directly. Some were even coming from other LibanPost branches, hoping this one would be smoother because the other branches were also too crowded!

Obviously, you have a high load of customers which is great news for you. More customers means more business. So why not accommodate that load with more employees? Especially when you have the space to do so (the empty desks were really exasperating and if only they were operational, the customers would not have felt that angry). 

I would highly recommend you also have some additional seats in the waiting area so that people can at least be comfortable while they wait. That would help ease tempers as well. 

Thank you again,

R.

[rouba-abouzeid]

Emailed @LibanPost 4 days ago, no reply. Called yesterday for answers. Went early morning to get a number at #Hamra office. Waited for 3 hrs only to be told I couldn't do what I needed to do while I was specifically informed of the opposite on the phone yesterday! A whole morning wasted! And in a crowded office in the middle of #Beirut, the capital, where overload is expected especially on a weekday, to open only 2 desks while people are waiting for hours is beyond comprehension!