I am historically a very big fan of our US Postal Service. It’s easy to take for granted how excellent it is until you live someplace else.
Joe sent a 10-pound box of Important Goods from Boston to Perth, using this fancy Global Express Guaranteed service that I’d never heard of. My guaranteed delivery date was March 19, but this was itself perplexing — surely the US Postal Service does not operate in Australia, so how can they possibly feel so confident as to extend a guarantee?
I checked the PO Box on March 19 and of course there was no slip telling me that a package had arrived. Typical. The online tracker says that there was an attempted delivery that morning. How the fuck do you attempt delivery to a PO Box? You either deliver it or you don’t.
A little bit of digging reveals that this service is actually provided by FedEx! That explains the guarantee, at least.
Wait for it. Think it through.
Just like in the US, FedEx can’t deliver to Australian PO boxes. So now my package is in postal limbo somewhere in Perth.
If you’re wondering how someone is supposed to know that a package — dropped off at a US post office, for a USPS service — can’t be delivered to a PO box, then you’re in good company. It turns out that it’s buried in this 2,400-page document (take my word for it):
I wanted to pose that very question to the helpful blokes at the US Postal Service, and indeed I learned a great deal from a short conversation with a woman and her supervisor:
- They don’t know that you can’t send Global Express Guaranteed packages to Australian PO boxes
- They don’t know that USPS partners with FedEx to provide this service
- They don’t know who I should contact to resolve this issue
- They may not have been 100% certain that Australia is, in fact, a real country
Next.
Last month, FedEx Australia provided me with the best customer service experience of my entire life: I called them, waited on hold for five minutes, and hung up. Ten minutes later, they called me back to find out what I wanted. And when they couldn’t answer my question, they said they’d ring the US, find out, and call me back again. This shouldn’t be exceptional, but try to imagine service like that! It made my head spin. That’s where I next pinned my hopes.
Once again they were very helpful, and provided a further intriguing piece of data: while FedEx does, indeed, take the package from the United States, across the ocean, into Australia, through customs, and to (near) its final destination, it doesn’t actually deliver the package. Australia Post does.
Why, then, can they not deliver to PO boxes? And where the fuck is my package? They suggest I contact Australia Post.
Australia Post, not being not the streamlined and efficient 24-hour global company that is FedEx, was of course not reachable until the next morning.
At that point, they informed me that it had been waiting for me in the post office this entire time, but someone forgot / mis-filed / deliberately destroyed the slip that tells me to come claim it.
I have some suggestions for the USPS / FedEx / Australia Post global package juggernaut:
- “Attempted Delivery Abroad” communicates virtually zero accurate information about the actual state of the package. I argue, in fact, that it communicates negative information, because there wasn’t anything attempted about it. How about “Delivered to PO Box” or if it requires a signature, “At destination post office / Awaiting pickup“
- You obviously can deliver to Australian PO boxes, so fix your goddamn service guide.
- If you really can’t deliver to a PO box — for which there would be no good reason — train your staff and fix your computers not to accept packages addressed to them.
- Australia Post, please hire staff who can successfully navigate the ten meters from the counter to the PO box without losing a slip of paper or forgetting which hole it belongs in.
Sometimes it seems like I have to do fucking everything, you goddamn retards.