bjay08:
Hello specuit
Why isnt my item available for pick up today, i really need to have it today...

bjay08:
I am travelling today, i told the person on your whatsapp, cant i just pick anywhere else convenient for you? At the hub? You people should be considerate now. I even mentioned it yesterday or the day before to the the person handling your whatsapp.

Specuit:


Good afternoon Bjay08.
I am sorry but there is nothing we can do today but something can be done early tomorrow morning. You can tell us your doorstep location and if there is chance of Domestic Courier today, we will inform you between 4pm-5pm today. This is the best we can do.

Regards.
~KU

Specuit:


Good afternoon Bjay08.
I am sorry but there is nothing we can do today but something can be done early tomorrow morning. You can tell us your doorstep location and if there is chance of Domestic Courier today, we will inform you between 4pm-5pm today. This is the best we can do.

Regards.
~KU

bjay08:
Bizbloke can you atleast tell someone to send me a picture of my items, since no delivery can be made i need to atleast reassure the person i ordered for.
Specuit cannot grow if you dont atleast correct all this deficiences in your system even the person with a complaint about a missing phone,look at the response given, someone not in your team was the one helping your own customer out....not good, just to send me a picture of my items the person on whatsapp said you have closed....oga o. Would you use this service if it were you? All business owners need to ask themselves this honest question.

Johnpaul2k2:

Hi Paul.

1. You were informed that the package wasn't in Nigeria.

2. We waited for the next freight; still no package was found with those tracking details provided by you (of course, my team knew it wouldn't be among because physical "package only" confirmations are sent and updated on here but everyone thought "Perhaps it'd come with a different tracking details".

3. My team spent 2 weeks tracking your package, going as far back as packages not claimed since early '18. Zilch.

4. You were informed that your package wasn't physically delivered to us and you were advised to contact your seller and/or the post office.

5. You began typing abusive words over and over again.

6. You came over to Nairaland, same thing - and here we are.

We've checked for your package and we don't have it. If it was physically delivered, we'd have it.

I had to map out most part of my Tuesday to hold a physical meeting with Specuit (USA) mostly because of your package - I knew what the outcome of the meeting would be but I had to be there so that I don't say I was there when I wasn't.

As you've been advised numerous times, contact your seller and if you've done so, reach out to USPS. We've done our job, your seller has done his/her job; let USPS do their job.

Since you don't believe those who work with me - that they've investigated and reverse-tracked your package - you should do the reaching out. No matter how long you spend on the phone with them, do post the call log once you're done and when it's relayed to me, I'll personally cover the communication cost.

But note that we don't have your phone. You can keep up with the expletives, we won't get down uncivilly with you. We will treat you with respect as a human being.

_______
To address other issues:
Companies grow and they hire people to deal with "excess capacity" spilled over from a stage they were once in.

If a company processes 100 orders per day and it grows to 150 orders per week, the right thing to do is to hire people, trust them and then get out of their ways so they can carry out the responsibilities they are being paid to carry out; the wrong thing is to hire people, not trust them, micromanage them and "keep peeping into their workspaces" to know what they're on about - and also, take over their responsibilities.

I do get how that's default for some people but it's not in my nature. I can do everything at Specuit (I've worked in all teams: Hello, Sales & Business Development, Finance & Specuit Express) but you won't even dare patronize us if that was the case because the service will be as suck-y as anything.

You have refused to accept this reality - which is fine for you but not fine for us.

You always want me to pick up the phone and dial your number whenever there's delay or if you provide a tracking number that doesn't match - again and again, I've had to explain this to you: that if it works so for some other people, it's because they really want to do this "one-man thing" and I don't want to.

I don't want to. I can't. I won't.

I've worked the longest hours you can ever imagine that a human can - and one can never grow things that way. That's definitely the black man's way of doing things and that really sucks!

People have to come in. If for others, people don't have to come in and it works well for their efficiency and health, amen. That's not how Specuit will grow and that's not how she's grown over the years.

You've refused to accept this reality and I'm sorry, I can't client-face anymore. I created this thread but the team at Specuit has taken over. If you can't trust them, the team players herein, I truly can't say anything to change your mind.

Several times within the last 10 months, you've incessantly insulted the team players who attended to you, made disparaging remarks about them. I've, on my part, cautioned and advised them to remain courteous and calm to you - because while I can't tell you what to do as regards the words you use, I can tell those working with me and for Specuit to refrain from going vulgar and that's not because every human doesn't have the capacity to bounce back if pushed to the wall - and you've done so numerous times with your words.

But simply because it's wise to remain professional and what's the need for arguments, for exchanging words - does it really solve anything, provide a solution to the challenge/problem? You've disregarded them and treated them like "I'm paying you so why not lie down so I can use you as rag?" - and for no justifiable reason!

You mention a possible N110,000 loss (that's really sad) and I can pull out reports worth anywhere from N500,000-N750,000 of phones with wrong tracking details you've provided.

And we've kept them - at different intervals - for days & weeks for you; advised that you contact your sellers which you always failed to do until much later. Oft, we work with the sellers' details to retrieve your package and dispatch to you because your tracking number is all shades of not correct and if we worked with just that, you'd not have some of the phones delivered to you. Surprisingly - and because it's truly convenient for you in order to paint this to your satisfaction - you've omitted that.

For few other clients, we've kept packages for months - as much as 6 months. You can do a one-on-one with one of the clients: Otunbaworldwide.

And that's not because N5,000 we currently charge for a unit of phone is way more than the total cost of those units of phones. I mean, we could claim we didn't see those phones, sell them and make major profits. But that's abnormal, it's illegal, it's putting money above what counts. We'd rather take N5,000 than that.

I trust everyone who works at Specuit, either in Nigeria or any of our international offices and if I ever make the wrong decision and hire someone who's not trustworthy (I'm yet to do that), I'd fire him/her before you or any client hears about it. Not just fire him/her for the misconduct but ensure s(he) spends time in jail to understand the consequences of his/her actions.

I'm not here to tell you what to do or how to talk but I sincerely hope you do find your phone and recoup your money. Unfortunately - and because I've approved 100s of thousands of naira in refund for packages we never physically received just to make happy - I won't be able to authorize a refund if per chance, you don't find your phone at USPS.

But I really do hope you find it. That'll be awesome!

Cheers!

bjay08:
Its easy to say this now bizbloke, you wont say what was said on whatsapp, you conveniently left out the bit where i told the person handling your whatsapp a day before or two days before on how urgent it was for me to pick up today because i was going to travel today, i dont know if there is a disconnect between the communication unit on whatsapp and those that execute. If i had been told pick up wont be possible today only courier delivery will be possible. i would have gone for courier delivery and not pick up. Its the communication thats not good.

Even when i discovered i might not be getting my stuff today at 11am, i suggested to pick up at your hub, or any where convenient at all, i didnt even suggest courier delivery. I didnt even get a response, and the person kept reading the messages, no reply. I mean, what would anyone think? Am not a troublesome person, it takes a lot for me to lose my cool, i work in a high pressure environment too. I dont give the silent treatment like what i experienced on whatsapp today especially to clients.

Even the banks create alternative methods for checking balances rather than visiting the bank, makes life easy for everyone.

While i appreciate the discount, i get this is a start up maybe thats why the hiccups, but try and see things from the view of the customer too and not act like you are perfect and i would not prevent anyone from going home to their families just because of pictures, someone in charge of holding on to the parcels could have just taken it. Since it wasnt even available for delivery

One thing you must know, communication is key. Thats all that is lacking in both my first and second orders with specuit.
Sorry i intruded in the missing phone issue..its not 'mass hysteria' Its just the communication part again.

Dont bother posting the pictures here, on this thread, too late for that.
Read my whatsapp communique again. From tuesday.

BizBloke:


Hi Paul.

1. You were informed that the package wasn't in Nigeria.

2. We waited for the next freight; still no package was found with those tracking details provided by you (of course, my team knew it wouldn't be among because physical "package only" confirmations are sent and updated on here but everyone thought "Perhaps it'd come with a different tracking details".

3. My team spent 2 weeks tracking your package, going as far back as packages not claimed since early '18. Zilch.

4. You were informed that your package wasn't physically delivered to us and you were advised to contact your seller and/or the post office.

5. You began typing abusive words over and over again.

6. You came over to Nairaland, same thing - and here we are.

We've checked for your package and we don't have it. If it was physically delivered, we'd have it.

I had to map out most part of my Tuesday to hold a physical meeting with Specuit (USA) mostly because of your package - I knew what the outcome of the meeting would be but I had to be there so that I don't say I was there when I wasn't.

As you've been advised numerous times, contact your seller and if you've done so, reach out to USPS. We've done our job, your seller has done his/her job; let USPS do their job.

Since you don't believe those who work with me - that they've investigated and reverse-tracked your package - you should do the reaching out. No matter how long you spend on the phone with them, do post the call log once you're done and when it's relayed to me, I'll personally cover the communication cost.

But note that we don't have your phone. You can keep up with the expletives, we won't get down uncivilly with you. We will treat you with respect as a human being.

_______
To address other issues:
Companies grow and they hire people to deal with "excess capacity" spilled over from a stage they were once in.

If a company processes 100 orders per day and it grows to 150 orders per week, the right thing to do is to hire people, trust them and then get out of their ways so they can carry out the responsibilities they are being paid to carry out; the wrong thing is to hire people, not trust them, micromanage them and "keep peeping into their workspaces" to know what they're on about - and also, take over their responsibilities.

I do get how that's default for some people but it's not in my nature. I can do everything at Specuit (I've worked in all teams: Hello, Sales & Business Development, Finance & Specuit Express) but you won't even dare patronize us if that was the case because the service will be as suck-y as anything.

You have refused to accept this reality - which is fine for you but not fine for us.

You always want me to pick up the phone and dial your number whenever there's delay or if you provide a tracking number that doesn't match - again and again, I've had to explain this to you: that if it works so for some other people, it's because they really want to do this "one-man thing" and I don't want to.

I don't want to. I can't. I won't.

I've worked the longest hours you can ever imagine that a human can - and one can never grow things that way. That's definitely the black man's way of doing things and that really sucks!

People have to come in. If for others, people don't have to come in and it works well for their efficiency and health, amen. That's not how Specuit will grow and that's not how she's grown over the years.

You've refused to accept this reality and I'm sorry, I can't client-face anymore. I created this thread but the team at Specuit has taken over. If you can't trust them, the team players herein, I truly can't say anything to change your mind.

Several times within the last 10 months, you've incessantly insulted the team players who attended to you, made disparaging remarks about them. I've, on my part, cautioned and advised them to remain courteous and calm to you - because while I can't tell you what to do as regards the words you use, I can tell those working with me and for Specuit to refrain from going vulgar and that's not because every human doesn't have the capacity to bounce back if pushed to the wall - and you've done so numerous times with your words.

But simply because it's wise to remain professional and what's the need for arguments, for exchanging words - does it really solve anything, provide a solution to the challenge/problem? You've disregarded them and treated them like "I'm paying you so why not lie down so I can use you as rag?" - and for no justifiable reason!

You mention a possible N110,000 loss (that's really sad) and I can pull out reports worth anywhere from N500,000-N750,000 of phones with wrong tracking details you've provided.

And we've kept them - at different intervals - for days & weeks for you; advised that you contact your sellers which you always failed to do until much later. Oft, we work with the sellers' details to retrieve your package and dispatch to you because your tracking number is all shades of not correct and if we worked with just that, you'd not have some of the phones delivered to you. Surprisingly - and because it's truly convenient for you in order to paint this to your satisfaction - you've omitted that.

For few other clients, we've kept packages for months - as much as 6 months. You can do a one-on-one with one of the clients: Otunbaworldwide.

And that's not because N5,000 we currently charge for a unit of phone is way more than the total cost of those units of phones. I mean, we could claim we didn't see those phones, sell them and make major profits. But that's abnormal, it's illegal, it's putting money above what counts. We'd rather take N5,000 than that.

I trust everyone who works at Specuit, either in Nigeria or any of our international offices and if I ever make the wrong decision and hire someone who's not trustworthy (I'm yet to do that), I'd fire him/her before you or any client hears about it. Not just fire him/her for the misconduct but ensure s(he) spends time in jail to understand the consequences of his/her actions.

I'm not here to tell you what to do or how to talk but I sincerely hope you do find your phone and recoup your money. Unfortunately - and because I've approved 100s of thousands of naira in refund for packages we never physically received just to make happy - I won't be able to authorize a refund if per chance, you don't find your phone at USPS.

But I really do hope you find it. That'll be awesome!

Cheers!

lionlee216:
@ Johnpaul2k2 this issue has been going on for a while and I guess you guys should reach compromise on how to resolves things and let everybody be happy.

Let me give you a hint. Next time you buy or ebay, when making payment, you can write a message to seller saying "hey, this item is for my friend/cousin/brother. Kindly pack it very well" that way if something happens, you will defend yourself ssying the client didnt receive it or just come up with something. An Advice? With whats going on, go back to eBay, go and file a dispute that you didn't receive the item. The seller might be forced to file a claim at the post office. You cant file or call the post office. You are neither the seller nor the buyer OR you forget about the whole issues and move on with life..

@Bizbloke I know y'all are doing great job but you need to watch out for some things. People on here have been complaining including me about people handling your communication. If two or more people are complaining, then something is indeed wrong. Pls look into that. I noticed when you were handling this alone, you hardly see people complaining though I understand thst you need help.

It doesn't make sense for him to be calling post office from nigeria when call is free from here. Also legally, he doesn't have the right to call because he's neither the seller nor buyer. I believe a call of less than 10 mins from here with sort things out and even save you the money for recharge card you want to give out to him.

You need a door tag, ID and sign to collect your stuffs from the post office. Your ID has to been state ID OR DL cos it has to also show your address as well to match the address on the package. You should be more worried about items being collected at the post office because someone knows everything to be able to pull a stunt. You really should be more worried if truly that happened.

A customer is angry. Yes i get it but it's your duty to calm him down and I believe you are trying your best.

I already started this business myself and it's still at initial stage and i believe I have done something to prevent all these mess and it's simple? Professional Advice? Get enrolled in "informed delivery" with usps. That way you know all packages coming to your house each day and you have the power to control the package even those with signature required. It so many options like "hold at the post office, deliver on the porch, deliver to back door, deliver to my neighbour, deliver without signature " install a cctv camera to prevent theft. All these I did.

Just an advice. I hope you guys resolve yoir issues

Gracias

bjay08:
No problem bizbloke, you trust your communication team, they did excellent right? I wasnt even told specuit express can deliver earlier yesterday if i needed it soon as possible, i only got the silent treatment, its just because the pick up arena is very close to where i stay. The person could have just said if you prefer pickup, that would be on friday, however specuit express can deliver on thursday by mid noon day Thats all!
Fine and good, they did excellent right? Wont drag this any further.

Is it possible i can pick up or courier delivery before or by latest noon today. I wont postpone my trip again because of it. Either one thats possible let me know. If its courier delivery i will pay. If its pick up i will be there. Just must be before noon or by latest noon.

Thanks.

BizBloke:
JohnPaul2k2,
1. You take the USA too seriously and think the citizenry isn't capable of theft; you take developed nations more seriously than they should be taken and you take humans in developed nations way too seriously. You know I used to believe that until something terrible happened so I'll leave it for experience to reveal that to you; it'll be better that way, you don't need to believe what I pen(ned) here.

No point regaling you with tales of take-away bowls sent as phones, rocks sent as phones, empty casing sent as phones and lots of others. We've seen it all here but this industry is ours for taking.

_______
2. You see the part about freighting units of phones back to the USA via FEDEX? You wanted to spend way more money to do that. You'd have used our Return Service.

_______
3. About courier, I'll also leave it for experience to reveal that to you.

Until Specuit Express is present in all states in Nigeria (excluding trouble-zoned states) asides her presence within Lagos, Isheri, Sagamu & Ikorodu, we prefer using a company slush with funds so that if a client's package goes missing, we can settle out of court or go to court to retrieve that money for a client - and if you, the client, fail to send an explicit notice taking away responsibility from us while using transport company, sorry but we can't help you.

We're not interested in the recurrent revenue & profits from that. Despite knowing lots of drivers in ANIDS, YSG & GUO, we don't use them because it could be an atom of infidelity in a driver and N1m+ gets washed down the drain. Who are you going to hold responsible - drivers who earn paltry sums or companies that will approach you with phrases of deniability?

We love speed but if it becomes a threat to safety, safety replaces it as first. And this is one of the complex structures here that ensures that safety remains so if speed is too much of a disaster - because while you're thinking of a unit of phone or 5 units of phones, we're thinking beyond that to thousands of units of phones plying same route.

_______
4. In any case you don't understand how it happens here, permit me to explain: we don't lose clients' packages; the margin of error for that here's too slim and that informs the choices of travel we use here: from Planes -> Ships -> Trains -> Ferries -> Vehicles -> Bikes, etc.

You can request for our Safety Record for the past 3 years (you'd be amazed) - and when we lose an item (an item actually delivered to us), we try to reverse-track to find it and if we don't, we settle it either by replacement or a refund. That's what it means to run a company: we win major, we lose minor; we win most, we lose few.

_______
5. And most importantly, your issue isn't with the "no refund" because I mentioned so too and you didn't launch into same diatribes you launched into against the team player. The issue is with being attended to by another and being told that.

After advising you on what to do and telling you what's been done, you insisted that it's "childless talk", "nonsense" and so many other things; you failed to contact your seller for so long until I authorized that your mails not be replied so that you'd do the needful because you were asked again and again.

FYI please, if you don't respect anyone who works with me despite same team player according you respect as a human, I don't have any respect for you and it doesn't matter how much you bring to the table of Specuit.

I'll let the team take over from here.

Cheers!