Senvoy will do their best
to provide excellent service, there are bound to be problems from time to
time. In many cases, the best way to resolve a problem is to talk to your
driver and develop a mutually acceptable solution. That said, please
remember that the basic elements of good service (delivery within a prescribed
time, pick-up and delivery M-F, etc.) are part of our contract and you'll want
to make sure that Orbis Cascade Alliance and Senvoy are aware of any problems
you are experiencing. The following are examples of possible courier
service problems that may be encountered:
- Courier stop is not made (missed pickup/delivery)
- Courier stop made at a time other than standard or
scheduled time
- Packages missing from a shipment
- Damaged items or packages
Late or Missed pickup or Mis-sorted delivery
|
For late or missed pickups or mis-sorted delivery, the
quickest way to get action is to contact the Senvoy office right away - they
should be able to provide information about a temporary schedule problem (such as
equipment or road problem), or might be able to get a driver to your dropsite
before the end of the day.
Senvoy Operations: 866-373-6869
Please also report the problem to Orbis Cascade Alliance at orbiscas@uoregon.edu.
Lost or Damaged item – Filing a claim
|
Lost? If you
think the item might be misplaced somewhere, or at the wrong library, try
sending a brief message to the e-mail list, for example:
sample email message
From: Linda Frederiksen
To: courier@lists.uoregon.edu
Subject: courier: Missing book
Please check your shelves or snags shelves for the following item and
return to me or the lending library, if found:
Title: A century of quiet accomplishment
Call number: E185.93 I15O36 1991
The book belongs at Boise State University, but has gone missing.
Thanks!
--
Linda Frederiksen
Access Services Librarian
Libraries
can make a claim for reimbursement for lost or damaged (and unrepairable)
items.
Who makes the claim
Claims may be made by dropsites
only, since dropsites have the business relationship and direct shipping
connection with the courier program. If a forwarding site has a damaged item,
the dropsite will submit the claim on behalf of the forwarding site. When
forwarding sites are involved, where the loss or damage may have occurred, for
example, at a library loading dock, or on a local courier shuttle, please
exercise caution in determining the responsible party.
How
1.
Reporting
deadline: Claim must reach Senvoy within 30 days of the incident. Receiving
library: notify and provide necessary information to owning library
within one week, to allow owning library to meet deadline.
2.
Send a
claim form.
3.
Senvoy
will respond within 45 days of receipt of claim.
Schedule and other concerns
|
SCHEDULE. Courier service is scheduled at
each dropsite for a 1-hour “window”, (for example, 10am – 11am.) When the
courier is arriving outside the 1-hour "window", (for example early,
at 9:30am or late, at 1:00pm) contact Senvoy as soon as practical. An
occasional pickup outside the 1-hour window may happen from time to time due to
substitute drivers unfamiliar with the order of the route, a local traffic
problem, etc. The objective, however, is consistency ... and predictability for
the library, especially as it relates to scheduling staff to prepare and
process the outgoing and incoming packages. On occasion, the Operations Manager
will work with the dropsite to establish a different pickup time to meet the
driver and library's work load.
·
If you
and the courier have agreed to a schedule change (a new 1-hour window)
be sure to notify Orbis Cascade Alliance
so that the official schedule and Web page can be changed.
·
To review
schedule and other concerns with the vendor, contact Senvoy.
·
For unresolved
problems, please contact the Orbis
Cascade Alliance.
Call Senvoy
Operations. Explain that you are part of the Orbis Cascade Alliance Courier
Service and describe your problem.
·
Senvoy Operations: 866-373-6869
Last June 7,
2005
