Archive for October 19th, 2020

Service of Fixing a Glitch: Here’s to the USPS in Manhattan!

Monday, October 19th, 2020

Photo: usps.com

I moved my office home in June. I let the United States Postal Service [USPS] know the new address and promptly received a confirmation. I sent myself a letter to check that all was well and forgot about it.

I suddenly realized that I’d  never received that letter.

So I sent myself another letter at my former office with my home return address. I got it back only because it was sent to my return address. The yellow self-stick post office label said “Return to Sender Attempted–Not Known Unable to Forward.” The sticker made no sense but worse, it meant that the USPS wasn’t forwarding my first class mail.

Photo: hprgraphics.net

I brought that envelope and USPS change of address confirmation to the Grand Central post office. A customer service clerk told me that my former office address was a “Drop House,” which, she explained, means that the USPS drops off the mail at the building and that building distributes the mail.

Turns out that this wasn’t quite accurate. Clarification in a moment.

I went to the office building immediately and the doorman said that nobody  distributes mail for the USPS.

So I wrote to the District Manager, Postmaster New York District who forwarded my dilemma to a super problem solver, Michelle Linton in the district consumer affairs department. She called me, explained what the “drop house” concept meant in my case and sent a test letter which I’ve yet to receive. The “drop house” referred to our office, the section of the 11th floor where seven businesses shared space. The postal delivery staff dropped off one package of mail to 11-South and one of us distributed the mail. None of us are there anymore; the office is closed.

Linton and I stayed in touch. She sent  a second letter, this time with a tracking number, which she again called me to share.

Saturday I received the letter I’d sent myself on October 8th and was thrilled. Linton had unclogged the glitch in the system. The address on the yellow forwarding sticker was correct. [I’d put a friend’s return address on the letter this time.]

I haven’t yet received Linton’s first letter or the one with the tracking number, which is troublesome [what else might I be missing?], but I have every confidence that if I never get it she will iron things out.

Can you share examples of other customer service or consumer affairs staffers who are dedicated to solving glitches in their systems and have helped you out?

Photo: medium.com

 

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