getting an insurance claim for goods sent to you insured within the Czech republic

Hi R…,

That claim for the speakers did not go through. It would have been better for me, if you had told me not to bother coming, as its more than one hour process to put the claim in and i came twice to your office. Czech post should not accept things, allow them to carry insurance, that they can’t deliver in the same state as they get them. The system you have in place just means that people are going to add packing to items broken, so as to get a refund.. the problem is on Czech post..

Do you have somewhere on the web where i can read the terms of the insurance policy for items sent?

letter to DHL

Hi DHL,
I’m mostly shipping goods through Czech post, i have noticed many things within the Czech website and their postal booklet that are not true. Mostly these are to do with weights being able to be shipped and what is actually tracked outside of the Czech republic. The thing is that by not showing the truth about some of their services, consumers are not compelled to look for other services, when they might be better and save a lot of confusion. I have started a blog, about some of the negative issue with Czech post, i wondered if DHL would be interested to help me go against Czech post, get the EU to do an investigation on some of these issues.

So as to bring about better service and more competition. regards, jam

Response to EU letter

Hi

Thanks for the response.

The booklet that Czech post distribute at all outlets does not give the true indication of weights that can be posted, 90 percent of regular consumers are going to use this booklet, thinking that they can send more weight than they can gives Czech post a competitive edge, it needs to be investigated, as to why they do not show the correct information. Its not difficult to change!! Please investigate further…

As Czech post don’t have any competition in many aspects of their business, such as heavy economy shipped items, its important that the EU investigate the issue of tracking, as this loop hole can create problems for many people, both buyer and seller, much waisted time. Czech post have no incentive to fix the problems… so you have to investigate..

The company does not even take a regular credit card…at even the head post office in Prague. To not investigate makes your office corrupt. To tell me that your not going to investigate these issues, is the reason why people don’t bother to complain, please do your job.

regards, Jam

from EU
…

Thank you for your e-mails of 23 December 2011 and 18 January 2012 concerning Czech Post. In your first email, you complain about a postal booklet that allows consumers to see the cost of sending items abroad. You claim that the Czech Post is misleading consumers by claiming that all countries accept packages of 30kg, without specifying on their web page which countries accept only lower weight. In your second email of 18 January 2012, you also raised concems that the Czech Post does not update international shipping details with the result that the delivery of a package does not show on the Czech Post website once the tracking numbers are entered.

As to your first email, we have done a search on the Czech Post website] and found out the following. The general section on the conditions of posting a parcel indicates that the maximum Weight of a package may be up to 30kg, with a special reference made to further consult the Postal Conditions of the Czech Post- Foreign Conditions (Poätovní podmínky Öeske’ poäly, s.p. – Zahraniöní podmínky), (please see the following link
http://www.ceskaposta.cz/cz/sluzby/balikyfzahranici/standardni-balik-do-zahranici-

id249/)_ The special conditions of the Czech Post for foreign posting are immediately available on the right hand side of the same page in a pdf document (please see the following link: http://Wwwceskaposta.cz/assets/nastroie/zahranicni~nodminkv.odf ). These
conditions, in Article 247, include a clear reference for a maximum weight of a package to South Korea to be 20kg. As a result, it seems that consumers can out the relevant infomation, namely the correct maximum weight of packages per country, by consulting
the Czech Post web page.

As to your second area of concern- an incomplete information on delivery of packages via tracking system this seems to be a feature of the technical system that the Czech Post uses for its track and trace system. Such investment expenditures remain Within the ultimate powers of the company concerned and cannot in themselves be considered to be in breach of European Union competition rules. If anything, any deficiencies in the technical system

1 Infomation taken on 23 January 2012.

Commission européenne, B-1049 Bruxelles I Europese Commissie, B-1049 Brussel – Belgium. Telephone: (32-2) 299 11 11.

used by Czech Post may be exploited by its competitors who could offer a better service in that area.

For the avoidance of doubt, it should be stated that we regard your information as market information and not as a formal complaint that has to comply with certain legal requirements as set out in Article 5 of Commission Regulation 773/2004: Market
information, such as the one you have given us, is often not in itself sufficient to give rise to an investigation.

Your message will therefore not lead to any immediate within the Commission. This initial View does not prejudge any later position of the Commission, and information from various sources may form a pattem which might lead the Commission to initiate a
full scale investigation at a later stage.

We appreciate ïhat you have chosen to inform us of this issue and We have taken note of your concerns. Your information has been put on ñle and will be taken into consideration should we at a later stage decide to open an investigation.

Yours sincerely,

Hi Czech Post,
CC EU competition Authority, Czech postal ombudsman

Thanks for your response, i think it would be fair what you are saying if economy goods sent out from countries like the UK, Germany and France would not update economy tracking, and also indicate that they do on their website, as is situation with Czech post.

Czech Post best “please” update information on tracking for economy post on website, so as to indicate that goods sent via economy post do not update tracking outside the boarders of Czech. By not doing this your putting people that are selling things through paypal at risk of loosing huge amounts. Sellers need to understand this, so they can choose other services that do update this information with tracking.

Can Czech post please update tracking information on their website about economy shipping of items.

regards, jam

Dear Mr. Young,

based on the received complaint an examination of the facts was conducted by the Czech Post.

The Track&Trace application on Czech Post’s website displays information about the status of international consignments at two levels:

– statuses originated in the territory of the Czech Republic (Czech Post being fully liable for such statuses),

– statuses originated abroad (Czech Post being dependant on the information about statuses provided by the foreign postal operator, and therefore not being liable for such statuses).

In accordance with the terms and conditions of the service, the Czech Post displayed all statuses originated in the territory of the Czech Republic.

The non-conformance occurred at the moment when the consignment left the territory of the Czech Republic and the foreign postal operated failed to deliver updated information about delivery of the consignment.

The Czech Post could therefore not display information about delivery of the consignment on its website because it had not received such information.

Similarly, the bank, which follows the updated status of consignments as displayed in the Track&Trace application, could not react otherwise than send the payment back to the recipient of the goods.

Following the evaluation of the existing situation the Czech Post decided to take necessary steps to remedy the situation by improving the communication with other postal unions to an extent that would make the Track&Trace beneficial for all involved parties.

Please note that the planned increase in the intensity of communication mainly depends on the willingness and possibilities of foreign operators.

Nevertheless, we strongly believe that future negotiations will be successful and users of the Track&Trace service will be provided with complete and satisfactory information.

This is general complaint about Czech post: This complaint is being sent to Czech post, Czech post management, Czech postal ombudsman, and the EU competition regulations Authority

I’d like to know when Czech post might start to update international shipping so that when the package arrives it shows up on the Czech website, when the tracking numbers are entered. Currently in order for me to get confirmation of a delivery, i have to contact Mr Chroma, and he has to follow up. An email from Czech post saying that the item is delivered, is not good enough for paypal or a credit card company. Paypal or a credit card company need your official website to show the information updated (the item must say its delivered), before i can get funds back that have been paid back.

This is what happend to me recently.

-i sent goods to Australia, buyer paid through paypal.

-buyer started a dispute through paypal, even though he knew that the goods would take 3 months to post

-because czech post tracking is only updated when the goods leave the country, paypal paid the buyer back (tracking needs to be updated every 20 days for the buyer not to be paid)

-i have sent goods, yet the buyer also has been paid what he paid for the goods, curent loss= 120 dollars. This is not a good situation.

-in order to combat this problem, i have had Czech post send a notice to the Australian post-office asking that the goods not be delivered.

-in normal circumstances this would mean the same shipping time back to me here in Czech.

Currently the system you have in place is very bad for sellers using any international payments system. Can Czech post please change the system, so it complies with other countries tracking systems. It further complicated the issue, as you advertise on your website this information.

“On this page you can check the status of any trackable item that you sent through the post. Find out whether it has already been delivered to or refused by the addressee, or whether it is ready for collection at the post office of delivery.”

“The following services can be tracked: Commercial Parcel (Domestic or International), Mail Order Parcel, Insured Parcel, Insured Letter, Standard Parcel (Domestic or International), EMS (all kinds).”

Under the definition of paypal and credit card companies, Czech post is not providing tracking information. Czech post is providing only information of when the item leaves the country.

I hope you can update the system, so it fits with all western european tracking systems and update your website to indicate the truth about your current tracking system. So that paypal and the credit card companies understand your system.

regards, jam

I start to make my complaints about Czech postal system public. As i see not one thing i ever said has created any change to the way Czech post does business here.

czech postal tracking complaint

Reply

Forward

Jamison Young

Hi Czech Post,
CC EU competition Authority, Czech postal ombudsman

Thanks for your response, i think it would be fair what you are saying if economy goods sent out from countries like the UK, Germany and France would not update economy tracking, and also indicate that they do on their website, as is situation with Czech post.

Czech Post best “please” update information on tracking for economy post on website, so as to indicate that goods sent via economy post do not update tracking outside the boarders of Czech. By not doing this your putting people that are selling things through paypal at risk of loosing huge amounts. Sellers need to understand this, so they can choose other services that do update this information with tracking.

Can Czech post please update tracking information on their website about economy shipping of items.

regards, jam

Dear Mr. Young,

based on the received complaint an examination of the facts was conducted by the Czech Post.

The Track&Trace application on Czech Post’s website displays information about the status of international consignments at two levels:

– statuses originated in the territory of the Czech Republic (Czech Post being fully liable for such statuses),

– statuses originated abroad (Czech Post being dependant on the information about statuses provided by the foreign postal operator, and therefore not being liable for such statuses).

In accordance with the terms and conditions of the service, the Czech Post displayed all statuses originated in the territory of the Czech Republic.

The non-conformance occurred at the moment when the consignment left the territory of the Czech Republic and the foreign postal operated failed to deliver updated information about delivery of the consignment.

The Czech Post could therefore not display information about delivery of the consignment on its website because it had not received such information.

Similarly, the bank, which follows the updated status of consignments as displayed in the Track&Trace application, could not react otherwise than send the payment back to the recipient of the goods.

Following the evaluation of the existing situation the Czech Post decided to take necessary steps to remedy the situation by improving the communication with other postal unions to an extent that would make the Track&Trace beneficial for all involved parties.

Please note that the planned increase in the intensity of communication mainly depends on the willingness and possibilities of foreign operators.

Nevertheless, we strongly believe that future negotiations will be successful and users of the Track&Trace service will be provided with complete and satisfactory information.

This is general complaint about Czech post: This complaint is being sent to Czech post, Czech post management, Czech postal ombudsman, and the EU competition regulations Authority

I’d like to know when Czech post might start to update international shipping so that when the package arrives it shows up on the Czech website, when the tracking numbers are entered. Currently in order for me to get confirmation of a delivery, i have to contact Mr Chroma, and he has to follow up. An email from Czech post saying that the item is delivered, is not good enough for paypal or a credit card company. Paypal or a credit card company need your official website to show the information updated (the item must say its delivered), before i can get funds back that have been paid back.

This is what happend to me recently.

-i sent goods to Australia, buyer paid through paypal.

-buyer started a dispute through paypal, even though he knew that the goods would take 3 months to post

-because czech post tracking is only updated when the goods leave the country, paypal paid the buyer back (tracking needs to be updated every 20 days for the buyer not to be paid)

-i have sent goods, yet the buyer also has been paid what he paid for the goods, curent loss= 120 dollars. This is not a good situation.

-in order to combat this problem, i have had Czech post send a notice to the Australian post-office asking that the goods not be delivered.

-in normal circumstances this would mean the same shipping time back to me here in Czech.

Currently the system you have in place is very bad for sellers using any international payments system. Can Czech post please change the system, so it complies with other countries tracking systems. It further complicated the issue, as you advertise on your website this information.

“On this page you can check the status of any trackable item that you sent through the post. Find out whether it has already been delivered to or refused by the addressee, or whether it is ready for collection at the post office of delivery.”

“The following services can be tracked: Commercial Parcel (Domestic or International), Mail Order Parcel, Insured Parcel, Insured Letter, Standard Parcel (Domestic or International), EMS (all kinds).”

Under the definition of paypal and credit card companies, Czech post is not providing tracking information. Czech post is providing only information of when the item leaves the country.

I hope you can update the system, so it fits with all western european tracking systems and update your website to indicate the truth about your current tracking system. So that paypal and the credit card companies understand your system.

regards, jam

I start to make my complaints about Czech postal system public. As i see not one thing i ever said has created any change to the way Czech post does business here.

czech postal tracking complaint