U.S. Postal Service takes customer complaints in Chicago

September 22, 2006 (WLS) -- The U.S. Postal Service wants to know what it can do to improve its service in the Chicago area. It has asked for customer feedback -- following a rash of complaints about poor mail delivery in some of the city's neighborhoods and in one suburb.

ABC 7 first brought the delivery problems to the attention of the postal service in August. Postal officials say they now have a detailed plan to address major flaws in the system.

On Friday, postal workers wanted to hear how they can improve service in person. This was one of 10 meet and greets the post office held across the city for customers to talk one on one about their mail delivery problems.

"When you don't get mail for a week you notice it," said Marilyn Avent, Englewood Resident.

Since ABC7 first reported on the mail delivery problems in August, we have received dozens of complaints about delayed deliveries -- in some cases customers say they may go days without mail.

"It all depends on if he wants to come that day or not. Usually the mail comes at 7,8 or 9," Paris Liberty, Englewood Resident

But in recent days, a newly appointed carrier in the Englewood neighborhood has been delivering the mail by 1 p.m. In a Schaumberg neighborhood, residents complain of always having a different mail carrier.

"I have never seen the same person more than twice," said Michelle Weippert, Schaumberg resident.

"There's a lot of mail I don't ever receive that I know I am supposed to be getting," said Kim Lundquist, Schaumberg resident.

Besides meeting face-to-face with customers, the post office recently implemented a new plan to improve service.

"We have seen in our customer satisfaction numbers that have declined and we are very concerned about that," said Mark Reynolds, U.S.P.S, Chicago Distr. Spokesperson.

To improve service the post office is also giving managers new job duties. Mary Summerville now talks one on one with customers with complaints.

"I take the information and trouble shoot it to the best of my ability to find out what needs to be done who needs to be talked to," said Mary Summerville, U.S. Mail, Customer Service.

After 22 years of delivering the mail, Samuel Brinson is now responsible for staying in close contact with his fellow carriers -- reminding them about prompt and fast delivery and asking them what their concerns are.

The post office says just like any other business, the tight economy has forced less people to do more work.

Recently appointed district post master Kelvin Mack says ABC7's stories gave the post office a push.

"I thank your station and your efforts to look into this and support those individuals and I intend to resolve all of these problems," said Kelvin Mack, distribution manager post master, Chicago.

The U.S. Postal Service also says a restructuring of top managers and the re-routing of some mail carriers should also improve matters. The postal service plans to take more customer complaints and suggestions next week at area post offices.

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