Pos Malaysia Parcel Tracking and Online feedback both broken

May 10th, 2009 | by Sean |

A couple of customers of Lolyco.com have been asking this weekend when their orders will be delivered to Australia. When an order is shipped from Lolyco.com, an email is sent to the customer with a link to Pos Malaysia’s Parcel Tracking System and the Parcel Tracking Reference. First things first, Pos Malaysia have been 100% reliable for deliveries from Lolyco.com – we have no complaints there at all.

POS Malaysia - Reference Number does not exist

POS Malaysia - Reference Number does not exist

The customers who have contacted us recently have used the link to Pos Malaysia’s Tracking System, entered their Tracking Reference and got a message that says:

Your Reference Number does not exist!.

At which point, a customer might naturally conclude that we haven’t really posted their parcel. One of these orders was placed 10 days ago (6 working days + 1 public holiday). Time enough, one would imagine, to record a tracking reference.

We’re caught between a rock and a hard place with Pos Malaysia. Their nearest competitors charge around 5 times what Pos Malaysia charges for its cheapest delivery service. At one time we offered this competing service as a shipping option on the basis that it gave good quality tracking information. Not one single customer chose it.

We’re left with the final ironic option of telephoning Pos Malaysia to make an enquiry about their online parcel tracking system. We did try to use their feedback option, offered on the page that tells our customers that their tracking reference doesn’t exist, and got this reply by email:

Subject: Delivery Status Notification (Failure)

From: postmaster@pos.com.my

This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

       corpcomm@pos.com.my

So now you know. If the tracking system isn’t working, you can try the customer feedback system. That also doesn’t work!

Lolyco.com also maintains a couple of osCommerce shipping modules for integrating e-Commerce businesses with Pos Malaysia’s website. Pos Malaysia occasionally does something unnecessary and incompetent that breaks those too.

I went through a phase, a year or two ago, of emailing Pos Malaysia every few weeks offering to come to their office and fix their tracking system for free. I got no reply. I guess the upshot of this issue is this:

  1. The tracking system is broken.
  2. You can’t report that it’s broken because the reporting system is broken too.
  3. They have no ability / desire to fix it.

I haven’t got anything more to say right now, unless someone knows how to spell the noise I would make if I went into the kitchen and boiled my head in a big pot.

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  1. 14 Responses to “Pos Malaysia Parcel Tracking and Online feedback both broken”

  2. By Mun on Oct 20, 2009 | Reply

    Hi Sean,

    I get a kick out of reading your comment….and thank you for the shipping modules. Thus far, I managed to get the Pos Laju module to work. First attempt to get Pos Malaysia and Citylink modules didn’t work. Will try again when I have the time. I’ll also try the Malaysian states module too.

    Cheers,
    Mun

  3. By Sean on Oct 20, 2009 | Reply

    Wow – great looking site! The best of luck with it.

  4. By Mun on Oct 22, 2009 | Reply

    Thank you. Am a newbie at this and learning through the school of hardknocks. May need to tap into your expertise somewhere down the road.

  5. By B manimaran on Jan 11, 2010 | Reply

    To whom it may concern,

    hi, I m still waiting for my parcel, which i suppose to receive by last year end.The parcel label is [... long message, deleted]

  6. By Sean on Jan 11, 2010 | Reply

    Hello, this is a US parcel inbound to Malaysia, right? Take it up with Pos Malaysia. Their website is http://www.pos.com.my – but I would phone 1300 300 300 if I were you – they can be quite helpful on the phone. Good luck.

  7. By peggyjoo on Jan 12, 2010 | Reply

    hi everyone there. i do agree with sean. i m awaiting a parcel from the u.s so when i call pos malaysia to enquire about my parcel the staff whom i spoken to was in fact very helpful. yes, just call 1300 300 300. good luck

  8. By Rax on Feb 19, 2011 | Reply

    pos malaysia website really not helpful at all.. I’m Shock.. I send 2 parcel, 1 of it already delivered and another 1 never arrive to the destination.. both send to the same address on the same day+hour+minute.. so I try tracking it via pos malaysia website.. man.. parcel that already deliver=status unknown.. the other parcel.. status=INVALID PARCEL NUMBER… wow… how come…

  9. By Sean on Feb 19, 2011 | Reply

    Their website is abysmal, but if you can talk to one of their staff on the telephone, they’re very helpful. Try 1-300-300-300, they can usually put your mind to rest fairly swiftly.

  10. By SITI on Mar 4, 2011 | Reply

    I agree that it’s IMPOSSIBLE to track a mail from Pos Malaysia’s website. But, I’ve found an alternative website that can track it- http://www.track-trace.com/post. This website can track mails from 100 countries :)

  11. By Sean on Mar 4, 2011 | Reply

    Are you sure they offer something that Pos does not? I would assume that they’re just proxying the data from Pos’ tracking system. As far as I know there’s no other way to get the data.

  12. By jamvee on Jun 29, 2011 | Reply

    Pos Malaysia online tracking system is totally SUCK!!! Cant trust at all always stated ‘Your Reference Number does not exist!’ call their office also didnt work seem like only “Spirit” is working! No body wanted to pick up or answer the phone.

  13. By micheal on Jul 26, 2011 | Reply

    Hello pos malaysia need to train the staffs for ha ndling customer.The Bangi branch, my god from the counter till the parcel handling staffs
    not knowing their core job.Wasted my time.Really day light robbery.rates not expalined.I suggest ouy source.

  14. By Sean on Jul 28, 2011 | Reply

    You have to love the WWW. If the provider of the service you’ve paid for doesn’t meet our expectations, There’ll be at least one page on the first page of search results where we can vent our frustrations!

    On the other hand while Lolyco was trading, Pos never lost a single (Pos Daftar / Pos Laju) parcel for us (their UK partner did lose one) – so they’re obviously doing something right in their core business. It’s odd that they should get one thing spot-on yet fail so horribly at IT and customer communication.

    I’m looking forward to the day when I can go to an online shipping agency and submit my parcel to an automated reverse auction – that should get prices down and stimulate some new entries to the market.

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