Website info didn't tally with available option (Forum letter)

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http://www.straitstimes.com/premium/forum-letters/story/website-info-didnt-tally-available-option-20131203

I tried using SingPost's door-to-door delivery service, called ezy2ship, to send a 23kg parcel overseas via surface mail, as there were no time constraints and the parcel was too big for me to carry home on the flight.

At first, the ezy2ship website seemed easy to use. After filling in my details, the weight and dimensions of the package, and the type of delivery I wanted, the website calculated that the delivery charge would be $169.90.

But when I was directed to the payment page, I was allowed to use only a Singapore-issued credit card or Nets card, both of which I do not possess.

When I called the helpline, the SingPost staff could not understand that I wanted to sent a 23kg parcel via surface mail. They asked me to break up the package and send it in parts - which is not possible with the parcel. They kept insisting I had to send it via air mail and pay a postage fee of more than $500, even though the website stated that surface mail was an option.

Why does the information on the website not correspond to what the staff told me? And why did the staff insist that I had to use air mail when I specifically wanted surface mail?

Listening and understanding do not seem to be part of SingPost's staff training.

Priscilla Rodrigues (Ms)
Munich, Germany