Aramex global shopper

I got a call yesterday asking for my ID number, even though I had emailed it through Monday morning.

Status is: "Shipment Update - shipment received in vc cage" now.

I'm not that bothered with how long it takes. 2 weeks wait for a <R300 delivery service from the US is still great.

EDIT: Oh, I see my duty / VAT amounts amounts payable have been uploaded as invoices. Still can't pay it unfortunately.
 
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MagicDude4Eva said:
Just phoned them and they seem to have some big issue with overseas depot. Two invoices uploaded within the hour two days ago and still not updated. One parcel is held in customs, due to missing ID-number (despite ID-number loaded on their profile). If I find the time next week, I will see if I can meet with him up here in Jozi.
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Would be great if you could, here's to hoping that he can improve things... BidorBuy AGS mash-up!
MagicDude4Eva said:
...
Can someone confirm the following: None of the emails or tickets I submitted have ever resulted in an email response (other than the assigning of a reference number). Tickets get closed and on the website there is no history/resolution.
...
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I can confirm that none of the tickets I logged on the website received any response.
Also thought there was no ticket/support history, but its accessible from the landing page after you login, by clicking on the My Support tab underneath the large purple AGS banner.
I only received a response/actual action on my parcel after sending an email directly to jnb@ags..
 
Kwerty said:
I got a call yesterday asking for my ID number, even though I had emailed it through Monday morning.

Status is: "Shipment Update - shipment received in vc cage" now.

I'm not that bothered with how long it takes. 2 weeks wait for a <R300 delivery service from the US is still great.

EDIT: Oh, I see my duty / VAT amounts amounts payable have been uploaded as invoices. Still can't pay it unfortunately.
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For me nothing happened for 2 weeks after those customs fees were uploaded. Status said, "awaiting payment". Had to email them so the charges could be loaded onto my account so I could pay...
 
MagicDude4Eva said:
Can someone confirm the following: None of the emails or tickets I submitted have ever resulted in an email response (other than the assigning of a reference number). Tickets get closed and on the website there is no history/resolution. Do you guys get email feedback when tickets are attended to? I had a similar case with a supplier where they did not realise that their help-desk system had an outbound email issue and customers never got any help-desk email (but other mails).
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I can also confirm that there has never been any human interaction to emails sent via their webpage. Just an automated response that is never followed up on. I finally have to phone and wait for the switchboard to put me through, which just adds to the expense as I am in Cape Town using my cellphone.
 
MagicDude4Eva said:
Can someone confirm the following: None of the emails or tickets I submitted have ever resulted in an email response (other than the assigning of a reference number). Tickets get closed and on the website there is no history/resolution. Do you guys get email feedback when tickets are attended to? I had a similar case with a supplier where they did not realise that their help-desk system had an outbound email issue and customers never got any help-desk email (but other mails).
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Well I have never seen a reply on the requests, neither via email or via the website.

BUT.
I have once asked for the airway bill of one shipment, so that i could forward it to Amazon to claim back the VAT paid.
While I had to request it twice, on the 2nd request Vusi did email me the airway bills for the package. I changed the wording a bit on the 2nd request to make it clear why I need it. I made it the afternoon 4:21pm and got the airway bill email the next morning at 9:09am.

So I guess it depends, although that was 1 out of 6 requests made on my account that had an email reply. 2 of the other requests were to update the address fields that are locked, while those were just closed, they did update the address.
 
lived666 said:
well that's looking a tad ominous seeing as bidorbuys customer service isn't far off from AGS....:wtf:
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Now you are just trolling and just as mean as Trumpf on a good day.

Tinuva said:
Well I have never seen a reply on the requests, neither via email or via the website.

BUT.
I have once asked for the airway bill of one shipment, so that i could forward it to Amazon to claim back the VAT paid.
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Does this actually work and how do you do it? I always wondered if there is not a way to avoid the double-taxation.

FWIW: I have never received a response to emails I sent to jnb****. In all instances I have more success by phoning or sending emails to individuals. After a bit of a stink yesterday all my 4 parcels are going to be arriving in the next few days.
 
MagicDude4Eva said:
While he might not be able to resolve all problems, it should be relatively easy to sort out the Jozi problems. In an email from him yesterday he acknowledged the issues I highlighted in my blog post and that they are actively attempting to resolve issues. My reading is that the local labour force contributes much to the problem.

Can someone confirm the following: None of the emails or tickets I submitted have ever resulted in an email response (other than the assigning of a reference number). Tickets get closed and on the website there is no history/resolution. Do you guys get email feedback when tickets are attended to? I had a similar case with a supplier where they did not realise that their help-desk system had an outbound email issue and customers never got any help-desk email (but other mails).

I do agree that despite it's complexities, logistics is fairly simple with anticipated processes and exceptions. It just requires the will of workers to actually do the job and have a personal investment in the work they do. Then again, SA is not particularly famous for excellent customer service (compared to EU or US standards).

While PBC provides better service, their IT security is completely dismal (login credentials send in the clear, no SSL, emailing passwords etc) - at least this is something AGS got right ;-)
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I get no reply on the standard support email. not even once. However the lady, Olivia, whose contact you gave me, responds quite quickly and is very helpful.
 
Tinuva said:
Yup. There is a different address if you use Amazon UK. I compare items between the 2, to see from which one I can get it cheaper.

It does work though, as I have in fact received the VAT refunded, to the CC I used for the order.
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I just checked and across all my 6 orders (all from the US) I have $15 sales tax - quite strange as some orders did not attract sales tax and others did (and most orders were >$100 USD). Uh well, there goes my excitement to curb Januworry...
 
MagicDude4Eva said:
While he might not be able to resolve all problems, it should be relatively easy to sort out the Jozi problems. In an email from him yesterday he acknowledged the issues I highlighted in my blog post and that they are actively attempting to resolve issues. My reading is that the local labour force contributes much to the problem.

Can someone confirm the following: None of the emails or tickets I submitted have ever resulted in an email response (other than the assigning of a reference number). Tickets get closed and on the website there is no history/resolution. Do you guys get email feedback when tickets are attended to? I had a similar case with a supplier where they did not realise that their help-desk system had an outbound email issue and customers never got any help-desk email (but other mails).

I do agree that despite it's complexities, logistics is fairly simple with anticipated processes and exceptions. It just requires the will of workers to actually do the job and have a personal investment in the work they do. Then again, SA is not particularly famous for excellent customer service (compared to EU or US standards).

While PBC provides better service, their IT security is completely dismal (login credentials send in the clear, no SSL, emailing passwords etc) - at least this is something AGS got right ;-)
Click to expand...

Nope . no responses. I did get a reply on their Facebook page, just to confirm that they will look into it, but that is where it ended. I had a parcel delivered and signed for two days ago at the UK hub, and it still does not show in the "My Parcel" bin on the website.
 
MagicDude4Eva said:
Now you are just trolling and just as mean as Trumpf on a good day.
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I would prefer to chew on glass than to have to contact bidorbuy non customer service, but that is an entirely different thread....:erm:

back on topic - don't think I have ever had a response to a ticket on AGS
 
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lived666 said:
I would prefer to chew on glass than to have to contact bidorbuy non customer service, but that is an entirely different thread....:erm:
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Totally different thread, but I will tell you this, I have over 60 items listed on bidorbuy and I have never, ever, had bad customer service from them. AGS would greatly benefit from the bob customer service training.
 
DeeinSouthAfrica said:
Totally different thread, but I will tell you this, I have over 60 items listed on bidorbuy and I have never, ever, had bad customer service from them. AGS would greatly benefit from the bob customer service training.
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pffft 60 whole items....lol, ok
NOIT - the last place you want to send AGS for training is bidorbuy, rather DHL, I find DHL to be on the ball, they respond quickly to emails and problems and are quick.
anyhow not going to derail ths thread, lets stick to AGS
 
using aramex shopper for the first time,
previous package through SAPO took nearly 5 months to arrive.

Using the New York address, my order was shipped on Monday 23rd from somewhere in the state of
New York, got confirmation from aramex yesterday that the package arrived.

Saw the upload invoice, went ahead and done that,
will see how it goes from there..
 
So my package went from Joburg to Cape Town and back?


Johannesburg, South Africa 01/27/2017 08:46 AM Shipment Update - shipment sent to despatch floor
Cape Town, South Africa 01/26/2017 15:41 PM Credit Card Payment - Completed
Johannesburg, South Africa 01/25/2017 07:22 AM Shipment Update - shipment received in vc cage
JOHANNESBURG, South Africa 01/24/2017 17:46 PM Departed Operations facility – In Transit
Johannesburg, South Africa 01/23/2017 07:50 AM Customs Clearance - In Progress
Johannesburg, South Africa 01/19/2017 10:16 AM Held in Customs - Awaiting Customer Instructions
Johannesburg, South Africa 01/19/2017 10:10 AM Received at Operations Facility
Hong Kong, Hong Kong 01/18/2017 19:57 PM Departed Operations facility – In Transit
Cape Town, South Africa 01/18/2017 15:14 PM Credit Card Payment - Completed
Kowloon Office, Hong Kong 01/18/2017 10:46 AM Received at Origin Facility
Hong Kong, Hong Kong 01/12/2017 12:28 PM Record Created
Hong Kong, Hong Kong 01/12/2017 12:28 PM Shipment on Hold
 
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