Some of our customers direct mail pieces were crushed in the belted mail transport equipment so badly that the foiling inside the folded mailers was shredded off and stuck to the other side of the mailer. Normally this can’t happen unless it’s 260 degrees. We’re in just as much awe and disbelief as you are.
We believe it is the OCR equipment sorting and re-sorting the pieces down to carrier route level. We noticed all kinds of scuffs, wheel skid marks and damage across the pieces. All of this is probably from over-sorting or at least over-abuse of the pieces.
I get it, they have lots of mail to process quickly. On the other hand, they are being paid big dollars to deliver a marketing message to our customers. They should do what they can to protect those pieces if they want customers to pay for this service.
I have been working with the US Postal Service for 24 years and I have a lot of friends employed there. I just wish they were held accountable to quality as much as we are.
Our customer is extremely upset! Their promotion is ruined and the profits that were to be generated from this promotion to pay wages and create jobs is lost for February. Do you think there is anyone at the postal service that can help them out? On some occasions it can be like working with the Government and all its levels of bureaucracy. That’s why I am venting. The USPS hurt one of our clients (inadvertently, I assume) and the client wants me to “fix it” somehow.
In a true capitalist society I would threaten to take our mail to another postal service unless they step up their quality but that’s just not an option with the USPS, is it? When you mail as much as we do you have greater odds of being involved when the USPS does something wrong. That doesn’t make it hurt any less.
We are working through several options to help our customer turn this around and save the month. The plan we’ve put together should accomplish that.
At the end of the day when something like this happens it just creates a huge loss of confidence in the process for good direct mail clients.