Meltdown at Tallents House: things can only get better

I suppose we ought to have some sympathy for Royal Mail Stamps and Collectibles. They spend what must have been a huge sum of money (you can't upgrade a computer system without spending money) and despite postponing the implementation by several months the system is causing their customers – and therefore their staff – considerable difficulties.

This is what they wrote to ordinary collectors in January:

As you may recall, we wrote to you recently about forthcoming changes to the Royal Mail Stamps and Collectibles computer system. Before implementing the proposed changes we undertook rigorous testing, which identified the need for further improvements and led us to delay the upgrade. We took this decision in order to avoid any adverse effects on your stamps and collectibles orders and to safeguard the security of your information.

Safeguarding the security of your information means that they no longer keep your credit card details on the own database – which is a good safeguard if their system is ever hacked. Instead, when you make a payment you are asked to key in your card number, expiry date, and security code. This is a reasonable system, though I know of no other organisation that operates in this way.

The problem is it takes time. Telephone calls take longer. That means that other callers are kept waiting for longer, and when they do get through the customers naturally complain about the delay and have a general gripe about the organisation. The staff have been dealing with this very patiently, professionally and politely, but of course this moaning also takes time and makes the calls longer, leading to more delays for the people who still haven't got through. Several people have reported holding on listening to the music for over 50 minutes. How useful speaker-phones are, allowing you to make a brew or do the crossword whilst waiting!

Apparently it doesn't only affect collectors as small businesses and corner shops which order direct for resale are also experiencing delays in answering calls. My newsagent can't keep his phone tied up to Edinburgh as it prevents him from taking credit card payments and receiving incoming calls: 10 minutes is about as long as he can give them, so he is running out of stamps – part of his stock which he would normally receive the day after ordering them. No wonder that customers are buying their stamps (and cards) from supermarkets instead.

As promised, the new Despatch Note provides clearer information, but it doesn't explain why certain items are not included. For one of my orders, the item ordered was out of stock and not being replenished, but this was not mentioned.  At the very least you would expect a purchasing system to put an 'O/S' entry on the Despatch Note, or mark that line 'to follow'. [I'm told that this was an exception; most stamps are either 'in stock', 'to be replenished', or 'not yet issued'. ]

On the other hand you may not have received a Despatch Note because you are still waiting for stamps which are on standing order. I know of two people who have received their Royal Mail 500 stamps and the miniature sheet, but who are still waiting for the 1d Red booklet, generic sheet and PSB issued the next day!

In response to my questions regarding their system Fraser Chisholm, Royal Mail Head of Customer Marketing, wrote:

First and foremost can I apologise to our customers for the service received from Royal Mail Stamps and Collectibles at the moment.  This is certainly not the level of service we seek to give our customers.

We are currently moving to a new computer system which has given us challenges as we implement new more financially compliant procedures and measures to safeguard our customers personal data.  We are working hard to put this right, we are giving our agents additional training and moving staff from across the Royal Mail business to answer our customer enquiries. 

Things are improving and I ask customers to bear with us at this time of transition. 

In response to my point about items missing from the Despatch Notes, he wrote:

We are continuing to work on this issue, as we do see it a the correct way to communicate.  However there are other priorities at the moment and we will deal with this issue at the appropriate time.

I'm sure all will be well before much longer.  I hope so for the sake of the staff who seem to be as frustrated as many of the customers are.  In the meantime, if you need to contact Tallents House about items missing from your orders I suggest you email philatelic.enquiries@royalmail.com – it will save you from listening to all that music, and save the staff from listening to your justified moans – you could even ask them to phone you when they have a free moment.

UPDATE 13 April
I know this won't be any consolation to collector-customers of Royal Mail as we registered dealers have a separate email address to use, but... 
2 orders placed 6 April, delivered 9th and 12th;
simple supplementary order placed 11 April delivered 13th;
I hope collectors will report when they see service returned to acceptable levels as well.

UPDATE 1 JULY: readers - especially Barclays Bank customers - will be interested in the latest:
http://blog.norphil.co.uk/2016/07/update-for-stamp-collectors-buying-from.html

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