SingPost Users Struggle with Removal of Self-Service Automated Machines (SAM)
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Published: August 25, 2024, 23:32:49 SGT
Transition to New system Causes Confusion
Users of Singapore Post (SingPost) are experiencing difficulties following the removal of Self-service Automated machines (SAM) kiosks from some locations, including a branch in Toa Payoh. The older machines, which included built-in weighing scales, have been replaced with newer POPDrop kiosks, leaving some customers unsure how to determine postage costs.
One regular SingPost user, who identified herself as an agent and SAM user, expressed frustration at the Toa Payoh branch. “I don’t know what to do with it… now there’s no weighing machine,” she said, adding she was unable to figure out postage costs for her mail. “It’s not that I prefer the SAM, but I must know what to do with the machine.”
Impact on International Mail Users
the change is particularly affecting those who frequently send international mail.Dr. Lewis Winkler, a 60-year-old lecturer, relied on the SAM kiosks to easily print stamps. He found the machines convenient and avoided waiting in lines.
On a recent visit to the Toa Payoh branch, Dr. Winkler discovered the SAM kiosks were gone. He was forced to queue at the SingPost Center in Paya Lebar, waiting approximately 10 minutes behind six other customers to purchase stamps. A staff member at Paya Lebar eventually demonstrated how to use the POPDrop kiosk.
“I did not use the popdrop machine to send my letters this time but will be able to use it for them in the future, for which I am glad,” Dr. Winkler said, noting that a weighing function on the kiosks would be beneficial.
SingPost’s Response and alternative Options
SingPost stated it is monitoring user feedback during the transition and has reported receiving “occasional” complaints.the company suggests customers utilize the SingPost website or the SingPost mobile app to access services like bill payment and stamp purchases.
However, some users have found these digital alternatives challenging. Ms. Helen L. described the website as “not very user-pleasant,” criticizing its focus on SingPost’s viewpoint rather than the customer’s needs.
What This Means for SingPost Users
The removal of SAM kiosks and the introduction of POPDrop kiosks represent a shift in SingPost’s self-service options. While SingPost aims to streamline services, the transition is causing initial difficulties for some customers, particularly those accustomed to the weighing function of the older machines. The availability of alternative options through the website and mobile app is intended to mitigate these issues, but usability concerns remain.
