StarTrack Delivery Issue

[wattaman]

I have been on the phone all morning to Star Track Express with the calls continually dropping out, and i have yet been able to speak with them. One call was in queue for over 21 minutes before terminating..

Now when you call them, they advise they are too busy and to call back in a few minutes..  I have spoken to telstra complaints who are also trying, but only have the same number as me..  

my delivery advises

24 Sep 2012	06:33	Toowoomba	Onboard with driver for delivery
24 Sep 2012	12:14	Toowoomba	Returned to StarTrack Location

i'm very interested to know why returned, when there has been no attempt for delivery..  of course when you call the depot it tells you to call the 13 number..  i feel like going to the depot and asking for my delivery..

Star Track have a history of dumping orders in toowoomba at the post office and not attempting delivery, it seem they haven't changed.. Its sad to see AAE go, at least i used to receive my deliveries..

[amm]

I am in Brisbane metro and still waiting for my iPhone5 delivery. Star Track didn't leave a card in the mail box even though it said so. Telstra support asking people to contact star track with consignment number rather than taking responsibility. Star Track is not taking any call the whole day today, the machine saying that they are experiencing high volumes of calls and just hanging up. The tracking system still showing the item in depot, not ready for delivery. Where is the phone??? Telstra promised delivery within 2 business days (nearly gone) when they accepted the pre-order.  Not impressed. Never again, never again!!!!

[amm]

I agree Star Track is hopeless and unreliable at all. 

[saturn17]

I think they took too many orders and didn't actually have the stock. Now they are making up stories in order to cover their back sides. None of us should be surprised. All of us should go to the Ombudsman AND find a new carrier.

[amm]

Finally got through to Star Track. Found out that they won't be able to deliver the phone today. The woman said she would arrange so that I can pick up from the depot near Brisbane airport and that would call me when ready to be picked up. 

I waited the whole day Friday being told by Star Track that they would ask the driver to turn back and deliver in the afternoon as he didn't leave a card in the letter box. She said if he didn't have time, would deliver on Saturday. 

I waited again on Saturday, sacrificing all my activities and staying at home waiting. Nothing happened. 

This is now Monday. I had a hope this morning and didn't even go out, not going to work!

I feel like I am on house arrrest.

[BeachDuc]

I've finally got mine!  Lot of, pointless, running around first though.

Unlike many, my tracking number said that there wasn't even an attempt at delivery.  My order went straight to Cooranbong Post Office on Friday (with me waiting at home for it).  The strangest thing is than Cooranbong isn't my closest Post Office, by a long stretch.

Given that StarTrack weren't answering their phones this morning, just asking us to call back (at east I wsn't on hold for hours) I drove all the way out to Coorangbong to pick up my parcel.  Unfortunately they didn't have my parcel or any idea about it.  Next I drove to the StarTrack depot.  They started giving me some rubbish about not being the courier for my package, it was a 'sister company' but "we've merged now anyway"!  They then told me that they don't have any driver that comes to my suburb (which is not true as I had deliveries from them before) so the delivery had gone straight to the central Post Office for delivery today, by them.

I then rushed home to try and avoid missing the delivery.  I beat the postman by a few minutes but it wouldn't have mattered as he just left it in the letter box anyway (he knows we don't mind things being left).

I agree with a comment earlier, StarTrack just need to update their system to give more truthful information.  What is the point in tracking a delivery if the information is all made up?

[oriphinz]

Hi all,

Looking for some help as i am at my wits end. I went to the post office today to collect my iphone after calling and being told by customer service that it was awaiting pickup at the post office.

When i got there they did not have the pacakage and checked their records and it was put down as being taken back by they courier who delivered it. The post office advised i call startrack

After waiting 56 min for someone at startrack to pickup i was told that it was being returned to sender, i asked why and they said call telstra and that they cannot tell me.

I call telstra again and this time they tell me that my phone has already been delived on the 21st!

So in a nutshell, 

Telstra: "It has been delivered"

Startrack: "We sent it back to testra"

I have tried calling startrack again but now i just get hung up on instead of being put in the queue.

Worst experiance i have ever had with a company let alone a telco. Also worred that i am going to be charged for the $1000 phone that someone has lost

Consignment Events HideDate Time Location Status

19 Sep 2012	18:15		Received Advanced Shipping Notice
19 Sep 2012	19:17	Sydney DFPC	Picked Up from Sender
20 Sep 2012	23:30	Sydney DFPC	Arrived at StarTrack Location for processing
21 Sep 2012	00:00		Freight Manifest Transmitted
21 Sep 2012	07:35	Sydney DFPC	Onboard with driver for delivery
21 Sep 2012	12:50	Narrabeen	Receiver not available Attempted Delivery Advice No 092815638
21 Sep 2012	12:56	Narrabeen	Delivered and ready for collection at Post Office: NARRABEEN P/O 1860 PITTWATER RD NARRABEEN 2101
21 Sep 2012	14:48	Australia Post	Delivered by NARRABEEN POST SHOP.

Article Events Expand AllArticle Date Time Location Status

+00093211461091551677	In Transit

[kspice]

Today is Monday Sept 24 and its now 5.00pm WA time.

I am still waiting for delivery of my iPhone 5 by Star Track.

It still appears on their system as it did 4 days ago - see below.

I finally got through and spoke to Star Track a few minutes ago, and they have no idea where my iPhone is, even though all of the delivery details are correct. The operator said she would escalate my problem to an investigator, and I should get a phone call tomorrow. Just a phone call - not a delivery!

What an unprofessional delivery company for Telstra to use. My mind boggles at what would possess Telstra to deal with such a company - just google "Star Track problems" and you'll see what I mean! Must have been the delivery cost - it certainly doesn't appear to be related to their ability to actually deliver!

So.....can someone at Telstra advise me where to go from here please.

20 Sep 2012	00:00		Freight Manifest Transmitted
20 Sep 2012	08:29		Received Advanced Shipping Notice
20 Sep 2012	09:11	Sydney DFPC	Picked Up from Sender

[Ben_F]

---

saturn17 wrote:

I think they took too many orders and didn't actually have the stock. Now they are making up stories in order to cover their back sides. None of us should be surprised. All of us should go to the Ombudsman AND find a new carrier.

---

This happened last time, and people were told that their wasn't enough stock. Heaps of complaints about "Why the hell did you take my order then?"

Until proven otherwise, I trust the words of those who have told me that every customer had a phone allocated to them.

B.

[Ben_F]

---

kspice wrote:

What an unprofessional delivery company for Telstra to use. My mind boggles at what would possess Telstra to deal with such a company - just google "Star Track problems" and you'll see what I mean! Must have been the delivery cost - it certainly doesn't appear to be related to their ability to actually deliver!

---

There are thousands of orders which have been delivered sucessfully... I've just googled DHL problems as well as Startrack problems and there looks to be about the same...............

B.

[kspice]

Thanks Ben, took your advice and rang Telstra, operator said to hold and she would have the 'team' look into it and to stay on the line. I did - for 35 minutes until the line transferred itself to Star Track. And still no answers from them either - they don't know where it is, don't know when it will be delivered, but because I have reported it missing they will investigate and report back to me - but they don't know when that will be - the problem caused by the large number of pre-orders and deliveries etc etc etc .......that tells me they were totally unprepared and left way out of their depth!

I stand by every word in my original post. Star Track is one very disorganised and unprofessional delivery company!

[Tatterz]

Thanks to everyone on here, I was able to get my phone today...but here is what happened first:

I had been following the Startrack website as everyone else probably is, and this morning at 8:30am it appeared that the phone was onboard with a driver. My room is right next to the front door. At 9:50am, I refreshed the tracking page and it said that there was no receiver to pick up the article...the time stamp was 9:30am!
I went to my front door, no card, so I went to my postbox and there it was. I immediately rang Startrack. Due the staff apparently experiencing a high level of calls, I was told to try again later, and disconnected. This happened 4 times but I was a bit angry to be honest so I kept trying. On the 5th time, I was able to get to the holding music...and 20mins later, they took my call. The lady had exactly the same information as I had in front of me on my computer screen, and said she can't do anything but to send a request to the depot for a possible redelivery today. I explained that I was right next to the front door and there was no knock, nor ringing of the doorbell, so therefore Startrack needs to fix it. Contact the driver to turn back. She told me that the drivers "don't have phones". HAHAHAHA! Seriously!?? She then started sternly using my full name when answering my questions...pathetic I say. Funnily enough, she said that the depot will ringing the driver (what, on his imaginary phone?), and then get back to me with an update (yeah right).
So I got onto crowdsupport and many people here suggested ringing Telstra. So I did, and the Telstra staff member immediately contacted Startrack. Guess what? My iphone had been sitting in the post office since 10am. How is it that when I got through to Startrack at 10:30am, they did not know this, but at 10:35am, Telstra was able to find out my phone's whereabouts? Ridiculous!
Anyway, the phone is in my hands (well, just synced and sitting next to the computer haha).

[Ekm]

This has not been solved.  After a very long wait at Telstra I was transferred to star track who disconnected me three times after being on hold 20 minutes.  Finally got through.  They informed me that Telstra recalled the order at 12:01pm Friday due to an invalid address so thephone was being transferred from Melbourne depot back to Sydney. Strangest part is that apparently startrack tried to deliver on Friday at 12:42 but said I wasn't home (I was) and then again at 8am on Monday, the online tracker said then that it was going back to Melbourne depot.  Why continue to deliver if it had been recalled.  They said it was telstras issue and to take it up with theM, I checked they had the correct address, and they did. I rang Telstra back, they did not know anything about it and told me to ring startrack!!! They had all my correct details, I do all my shopping online, my address is certainly valid. Still awaiting a call back, not holding mybreath it has already been 2 days!

[Tatterz]

Oh no!! I hope you get your phone asap I would definitely ring Telstra (if you haven't already). Terrible!