Tbh, I don’t really know why I’m writing this, but if it saves at least someone from wasting their time and money, then it will already was not for nothing.
I didn`t good at Finnish language, so I guess there is no one to blame except myself, but the info about customer support being non-free could be more obvious.
I ordered a package and was waiting for it in a locker at a nearby store. I received a delivery notification, went to pick it up, but the locker wouldn’t open and was essentially locked. There must be some kind of problem. I was there at 5:55 PM and saw that the support information said they were open until 6 PM. I thought, okay, it’s worth a try, so I called and waited on hold for half an hour. Obviously, there was no answer, so I thought, okay, I’ll call tomorrow. The next morning, I called right away at 8 AM, and they answered right away. After all the back-and-forth, I was left with the information that they’d text me when they had something.
Seven hours later, nothing had arrived, so I figured I’d call again to confirm. You know how it goes: someone made a mistake and your request got lost. So, I hung on hold for two and a half hours without a response. To say the wait was exhausting is an understatement. The package that closed was a my new 2K OLED monitor I ordered for my birthday, so I was honestly exhausted.
I went back to the lockers and found out they had a separate number for problems with it. There was no information about this on the Posti website. The chatbot actually says call support. I would never have thought to look for a DIFFERENT support number on the Posti lockers.
They told me the locker was actually broken and they’d send someone to check it tomorrow. And that kind of calmed me down, but then I logged into my Telia account and suddenly I felt that couple of drinks would be nice.
In summary:
The support team doesn’t answer calls for hours, unless you call when EVERYONE is at work. (like 8-12)
Waiting on the phone is VERY expensive and why the hell is that :c
The mailboxes have phone numbers for any problems with them.
https://i.redd.it/x48ibh6zfsvg1.png
Posted by xwarhamsterx
8 Comments
On posti’s site it literally says
> Open from Monday to Friday 8–18.
> lnc / mpc, queuing is subject to charge.
> 0100 5577
Edit: It also mentions this in the app
All companies are legally required to disclose how much calling their phone lines will cost you, including if there’s a cost for waiting. Of course, on the call this is often disclosed in Finnish (or sometimes Swedish) and it’s somewhat common to be able to select the language first and then get told all of this.
Now. That said. There’s a way for you to distinguish “free” numbers (as in, you pay according to your phone plan, so if you have “unlimited” minutes, then these calls would fall under that as well). And that is anything that is not a premium rate service number or business number:
[https://www.traficom.fi/en/telephone-and-broadband/numbers-issued-traficom/what-are-service-numbers](https://www.traficom.fi/en/telephone-and-broadband/numbers-issued-traficom/what-are-service-numbers)
[https://www.traficom.fi/en/telephone-and-broadband/numbers-issued-traficom/business-numbers](https://www.traficom.fi/en/telephone-and-broadband/numbers-issued-traficom/business-numbers)
Note that some exceptions exist, e.g.:
>The 0800 and 116 numbers are reserved for freephone services.
Your mistake was staying on the line for so long, that’s where the majority of the charge came from and is disclosed on the Posti website in English as well: [https://www.posti.fi/en/customer-service](https://www.posti.fi/en/customer-service).
And it’s literally mentioned just before the number itself. So…
How long did you actually spend on the phone with them? Posti’s site clearly states that the number isn’t free, but the normal price for matkapuhelinmaksu (mpm/mpc) is 0.18€/minute, so you would’ve had to been on the phone for four hours to get charged 43 euros.
I waited on the phone for 30 minutes this morning. I’m scared to check the bill now 🙈
Should be illegal to charge for calling customer service, especially during waiting. Why tf do I have to pay to get my things right that Posti has screwed up?
Did you phone the number found on posti’s website or dig it up from a search engine? There are loads of scammers getting paid phone numbers up on search engine results and they just redirect the call to the actual number, taking your money in the process.
If that will make you feel better – I tried to call Animal Hospital yesterday. They kept transferring me from one person to another. Eventually, I had to wait for a call from a vet (they called me when I was at work and couldn’t answer, I tried calling back but I got told it was a wrong number to call). This all was pretty fast, took less than 5 mins, and I lost a little over 20€. 🙃
Oh, and I didn’t get the answer I needed.
Well now you know.