This has been an extremely disappointing and incompetent customer service experience, with virtually no real assistance provided.
Today, the PostNord service MyPack Home Attended was removed from Webshipper. This service was used for approximately 90% of our shipments and is the only PostNord B2C service in Norway that allows parcels over 35 kg. It is also the only PostNord B2C service available for home deliveries above 5 kg.
As a result, our entire operation has been put on hold, as we are unable to ship goods to our customers.
We contacted customer service to explain that this appears to be a mistake. The Home product in Norway was not supposed to be removed, but replaced with two new services: PostNord Home and PostNord Home Groupage. However, instead of receiving assistance to correct what seems to be an implementation error, we were told to use B2B services or Home Small…neither of which are suitable for our shipments.
We also explained that we are in direct contact with PostNord, who wished to coordinate with Webshipper to resolve this properly. It was extremely difficult to get the representatives to understand this. They repeatedly insisted that everything had been implemented correctly and even suggested that the current situation is normal…
One representative in particular (Rasmus) was dismissive and continued to suggest irrelevant alternatives. The only person who genuinely attempted to assist us was Nikolaj. We appreciate his effort. 🤙🏽
We urgently need this resolved, as several hundred customers are currently waiting for their deliveries. Ticket number is 1018321…
If this issue is genuinely resolved, I will update this review. However, based on this experience, I am not optimistic and may be forced to cancel my Pro subscription.
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