Meeting with Aramex
I had to pick up a shipment today from aramex. i got into this habit of picking up my shipment directly from Ardiya, as i ensure i get everything at the soonest. So since i had written about the difficulties i had on 248am blog, i decided to meet Murad Bdair, the Customer Account Manager for Shop and Ship.
I was then greeted, by a polite personality, Murad. He was very approachable and open for debate and discussion. Before the meeting, i told him, that i might be the 20th or 30th person from the blogger world, who might have met him, after Murad posted the invitation to meet him to solve the Shop and Ship problems. I got a shocking REPLY.
He is like “RAYMOND, you are the only one, who physically came to meet me, no one called, and he just got 2 emails, to which he replied and got no response back!!!!.”
Now this is bad, really bad. Come on guys/gals, you people critize about a service and then when the company wants to solve things, you guys stand back…Â Â i was actually shocked when he said that.
Leaving that behind, we started to discuss about various points. the discussion was both positive and highly brainstorming. Murad told me that they get roughly 800 packages per day to sort out, and with the amount of difficulties they tend to face, but dont complain about.
For those who were complaining about Wireless KNET, Aramex has started this service since wednesday 23rd Jan. They have been planning this for the last 3 months and i know getting things done here with KNET and the banks is a huge process by itself.
95% of my Ideas were already in the pipeline with them and, they are expecting all of them to be implemented within 6 months from now. Murad agreed about the part that “no one answers the calls”, So now they have plans to dedicate a call center to be different from the shop and ship staff. Currently this is happening because, while the s&s staff is serving customers who come to Ardiya to pick up their shippments, they cant ignore the client in hand to answer a call. So they decided a work around, by having a dedicated Call Center only for managing calls. The stats he gave me were unbelievable, it seems they get roughly 700 – 1200 calls per day.
 The Website and other online facilities, will be planned too.. things tend to get delayed because, all ideas and new facilities must reflect all Aramex Branches in the middle east and Each Middleeastern country have their own issues and problems.
I recommend you’ll meet Murad , if you have queries and questions about Aramex. I dont think you will grumble about shop & Ship after you listen to Aramex’s Side of the story.
Murad Bdair
Mobile: 7221330
Email : Murad.Bdair@aramex.com
Murad, it was nice meeting you. Do work out the timelines that you discussed. i feel once these loopholes are overcome. your services will be foolproof and customers are going to be happy.
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Too bad some bloggers are criticizing company’s just to get page hits … We deal with Aramex and they have very good customer service …
i forgot to add if you call Aramex look for one Ms Jameela . Very polite lady .
Rayboy what Murad was asking for was ridiculous. Why do customers have to drive up all the way to Aramex in ardiya to repeat what they said on the blog but in front of him? Complaints are always anonymous so that the customer feels more comfortable. This is why when you fill out a feedback/complaint card in the restaurant you don’t have to leave your information.
I left my comment on Mark’s blog .. which I figured he would read.
If he is expecting people to drive to Ardiya and sit down with him .. We have better things to do with our time than leave work and go tell another company how to improve.
Grey : yeah, same here. I will check on the person.
Mark: See you have a point about the restaurant procedure. But tell me onething , lets say you left your contact details on the Complain note. and the restaurant manager decides to call you to discuss over it, saying your ideas are good, but you need to listen to the restaurant’s side of the story. Would you say “No way?”. The part which aramex offered to sit and listen to us, was a good move in getting our problems solved.
I know companies, ISPs etc, who wont even bother to even offer an option to write down complains
K : To what i look at, I dont think Aramex would want people to tell them how to run business, i dont think any company would want that. But using a company’s Service and Since we paying them for it, we expect improvements more and more facilities. its “human” need to improvise. But for aramex to being quiet all the time and no improvements seen. it could mean 2 things, either Aramex is not bothered or interested “OR” they have some time plan or some issues in not getting things done sooner.
There is 2 parts to every story. We have our story( of issues with aramex) , and they have theirs!. Now unless we know both sides, a complete plan cannot happen. you know that better as you are into IT too.
Now i sat with Murad and heard Aramex’s Story, Complete Story!!!… Now coz of legal issues which would crop up with Aramex and their suppliers and contacts. I dont think its right from my part to mention it openly to the world to know. But If you personally go there. Or atleast call Murad over the phone. i think you will know what im talking about.
mark and K, well you claim you dont have time.. but u spend most of your time blogging… do you see any inconsistency ?? i do
Dear All,
Our initial invitation was meant to open up communication channels through all means: email, telephone and meetings both in and outside of ARAMEX. Anonymity may be safe vouched at the customer’s discretion.
K TheKuwaiti is on the right track; communicating your comments and concerns helps us understand your expectations as well as illuminating our own standards.
Upon visiting our office, RayBoy was able to express all his concerns and have them addressed on the spot. Furthermore, he became privy to some of the latest improvements which we have introduced to enhance the customer service experience at ARAMEX. These include, but are not limited to, the use of wireless K-Net machines which would facilitate the payment process upon delivery, as well as the creation of a contact center specializing in handling SHOP&SHIP telephone queries.
Once again, the invitation is open to all to contact me by any means, anytime or to set up a meetings anywhere. Sometimes, it helps to vent your frustrations to a live person rather than through a computer or telephone line. The main message we want to convey is that we are hear to listen and to solve any problem within our capacity as we recognize that this is our chance to grow. After all, your opinions and thoughts are our main source of strength.
Murad Bdair
Its bad enough that customers have to come to Ardia each and every time they have a shipment, which btw is on door-to door terms. “Door to door” is just that, door of the origin to my door, not YOUR door Aramex! But becos of your lame ass operation, your drivers cant make it in the evening when customers are realistically available at home.
Whats worse is you expect people to go to customs directly and sort out your job, becos of again, another lame ass excuse that ‘customers are able to chase the customs officially better’. The 800 packages that you recieve and dont complain about, you dont do that for FREE mate, You charge a premium price for it that covers all this scope of work, so puh-leys spare us the boo-hoo.
And not to mention “your staff cant tend to phone calls cos they are too busy attending to customers who collect thier shipments” what a load of BS. They wouldnt have to do all that if you could deliver it right!!! you should have done it right in the first place. Y cant u hire more people to run the sad operation you already have or more competent staff to eliminate the problem itself.
You should be grateful for the feedback you get period! It don’t matter what the medium is… why do u have to meet people upfront to correct your flawed business operation. Your legal issues with customs is just that, its YOUR problem. As a commercial organisation dont expect sympathy for not being able to handle the challenges of the business.
Your Customer service is seriously flawed, and its about time you spent your ‘800 packages a day premium turnover’ over some serious improvement or else Adios Amigo there are better options in the market these days.
Thank you Susan for sharing your concerns with us. While I agree with some aspects point out, there are other matters which might require some clarification as there are clear misconceptions regarding the services rendered:
– We never expect, encourage or coerce our clients to come and collect their shipments from our Ardia office. Upon subscribing to the service, the customer is given the option to either have their shipments delivered or held for collection. Customer’s preferring speed choose to collect their shipments from our office as they become available the day following customs clearance.
– ARAMEX does not and has not ever made a promise, either in writing or otherwise, that the SHOP&SHIP service is a “door to door” service. Such terminology is reserved for our International Express product. SHOP&SHIP offers a complimentary delivery service to, once again, customers who wish for their packages to delivery.
– ARAMEX, like other courier companies in Kuwait, does not maintain a 24 hour operations facility. Deliveries are made during our regular business hours. Customers may, at any time, change their delivery address to that which is convenient for them. For instance, we have many customers who opt to have their packages delivered to their work address as, naturally, that is where they are during the business day.
– Clearance form customs is a service which is governed by the local rules and regulations of Kuwait. ARAMEX does in fact provide clearance services at an extra charge. However, we are unable to legally obtain certain approvals and legalizations on behalf of the customer. This may require the customer to provide us with certain documentation in order for us to clear the shipment. Once again, the choice is given to the customer as to whether they wish for ARAMEX to clear on their behalf or no.
РARAMEX is not in the habit of complaining about the shipping, sorting or handling of their packages, whether it be 800 or 8000. In no official communiqu̩ has ARAMEX let it be known that we are unable to handle the quantity of shipments we receive.
– We have always expressed our gratitude to our customers for the feedback they provide, both positive and negative. Our intentions are, as stated earlier, to provide the most efficient communication channels available. From our belief in offering convenience to our customers, we have not and shall not disregard any comment about ARAMEX regardless of the medium of choice.
Best regards,
Murad Bdair
Grin, well, I for one am glad that at least one company in Kuwait seems to care what customers think and even ask for Input.
Positive or negative.
In regards to people not taking up the offer.
It is always easier just to complain and bitch.
Discussing the point is the hard part.
And come on guys, doing something hard?
In Kuwait?
Now, shoot me
P.S.: Will bookmark the company for the time coming when we might need it
rayboy:
I agree that there are two sides to every story and that certain things can not be accomplished due to external ‘forces’. However, You mentioned in the post that we didn’t do anything after Aramex offered to listen .. and I disagree .. we did plenty.
I still don’t see the purpose of visiting them personally to understand their shortcomings. If the matters discussed could not be brought up in a public forum, they are more than welcome to email the readers/bloggers.
purple:
I don’t see any inconsistencies .. I have plenty of time doing things which are priorities. Driving to Ardiya in the middle of the day to tell them something they have already read is not particularly important.
Murad:
Thank you for your comments .. If you want the people reading the blogs to have the same experience as rayboy then you should post up the replies to the comments on Mark’s blog.
A majority of the commenters expressed the same discontent with certain aspects (calls, prices, customs) .. and it would be easier (for yourself and the readers) to answer them in one spot.
If a person feels that they have further questions or aren’t satisfied with the answers .. then, they can come visit you.
Murad, as i discussed with you the other day. Majority of the customers dont know what Aramex upto. Everyone here, who discussed their problems with the service, do have a valid point. End of the day, if they are not comfortable with the fact of meeting you. A supplier must respect that.
If replying comments would help. I think, it will still provide an avenue to sort out problems.
I felt the debate was quite healthy. Murad, we are looking forward for the new things to come.
Hi,
Interesting post. I didn’t know he posted an open invitation for all. He did call me however few months back reacting to my post and he really was so much gentle and professional, explaining the matter from their end. He did also invite me for a meeting, but I tend to get lazy on physical meeting. I admit, I should take the time and set with him. But another reason I didn’t is I said all I have over the phone. Out of courtesy, still I should’ve. Maybe I will sometime, but I just hate driving to Ardiya.
And I totally agree with you, all complainers of Aramex should take this opportunity, and it’s very smart and brave from Mr. Murad to have such open letter.
Thanks for the post.
Lord help me I just opened and Aramex account I hear nothing but bad things bout them .. :/
I feel that optimization is a process and it does not come easy… Transportation & Logistics is a complex business and only few have mastered it.. but again it has been mastered..!!!
having overall good experience with Aramex, my recent experience had been bad in which they could not track my item even after 10 days it was received in the Aramex US facility.
Club the shipments, Insure them, get them cleared… thats all I ask for.
My best wishes with Aramex, you are doing good and you can do better…!!! We expect more coz you can meet them…
did anybody say anything about the Kuwait Postal service..!!! does it exist ???
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I used aramex London, and will never do it again, DHL charge more than twice as aramex, this is who I used to use, as a matter of fact, I was told to use aramex by my cairo clients. I never even heard of them before. Anyway 3 weeks later the shipment arrives missing the most crucial part if the consignment. As you would expect it, aramex denied losing the one item, and now I am having to prove to my cairo clients of the package contents.
Very typical of an arab company, I didnt even know they were arab owned until I looked into the poor customer service, then it became clear.
Aramex, never use again, never use again, oh, I could sit here and write a million times, but I have to go a take a nap. Maybe I will write it again tomorrow.