Royal Mail has put out a joint statement with Capgemini, who manage the Royal Mail website, to apologise for the difficulties some Royal Mail customers are experiencing with a number of the applications on the website.
The good news is that for about 30,000 SmartStamp and Online Postage there are no problems. Around 600 customers tried to top up their account a second time as they though it had failed and have paid twice. As the records of those impacted customers are reviewed, they will be contacted as a matter of urgency and their accounts will be credited in full along with an additional payment of £25 as a gesture of goodwill.
Other customers have also paid for postage which has then not printed out, where this or other problems are occurring, Royal Mail are fixing on an individual basis.
Royal Mail say that the decision has been taken to maintain the SmartStamp and Online Postage applications as it is such a busy time of year for so many customers and that Capgemini is working hard to return the website to normal. I imagine if they could just take the services offline it would be easier to find and fix the problem, but that would let all of their customers down instead of a relatively few.
Reading between the lines of the press release Royal Mail know they have problems but it’s really down to Capgemnini to fix them, hence the joint statement signed by Royal Mail CEO, Moya Greene, along with Paul Hermelin, CEO of Capgemini.
It must be an incredibly frustrating time for Royal Mail staff not only having a problem, but having an IT contractor struggling to identify the cause of the issue so that they can fix it. Problems like this are bad at any time, but in the run up to Christmas they’re a catastrophe. Judging from our readers previous comments they don’t care where the fault lies – they just want a service that they can rely on.