QUESTION: The Kailua post office recently changed the “will call” mail pickup to only 15 minutes a day from 8:45 to 9 a.m. during the week and one hour on Sunday. This means anyone who misses a delivery of a package or registered mail has almost no way to pick it up. The alternative is to stand in a usually lengthy line. I also took a “Click N Ship” package to place in the drop box inside the post office, but the box would not open, probably because it was full. I tried the buzzer by the door, but no one answered. So, I was forced to stand in the long line just to drop off a package. What is the reason for the abom- inable customer service at the Kailua post office?
ANSWER: Postal officials apologized, blaming “continuing financial issues and an ever-tightening operating budget” for the reduced will-call window hours at some post offices.
That said, “As a result of an ongoing review of Kailua’s operations, the will-call windows will soon be expanded during their busy afternoon hours,” said U.S. Postal Service spokesman Duke Gonzales.
Specific times and an im- plementation date have not yet been determined. When the change is made, new signs will be displayed.
“Every post office constantly reviews and adjusts its operations in order to balance our resources and our mission to serve our customers,” Gonzales said.
In the case of the Kailua post office, Gonzales explained that the will-call window previously was open 8:30 to 9 a.m., Monday to Saturday. In April the period was reduced to 8:45 to 9 a.m. However, a few months later the Sunday will-call hours, 10 to 11 a.m., were added.
The net result was a weekly reduction in will-call hours of 45 minutes.
Gonzales said that regardless of the posted hours, postal managers have the authority to open their will-call windows as needed.
He said Kailua post office managers report they regularly do so, especially during the heavy late-afternoon package pickup rush.
PICKUP/DROP-OFF OPTIONS
Gonzales said there are “simple” ways for customers to skip going to any post of- fice to pick up or drop off a package:
>> If you receive a package pickup notice in the mail, go online at USPS.com, establish a free My USPS.com account and request a redelivery.
This can be done as long as no signature or payment is required for delivery.
>> Contact your carrier or the delivery supervisor at your post office to sign a release form authorizing the carrier to always deliver packages to a designated spot at your home.
Regarding the closed drop-off box: As you noted, when the box is filled, its door will not open, Gonzales acknowledged.
Employees regularly check and empty the drop box to prevent this from occurring, he said, but customers occasionally drop off large quantities of packages, filling up the box before employees can check.
As with the package delivery issue, postal officials encourage you to consider “a simple alternative” to bypass a trip to the post office.
After you pay for and print out your “Click N Ship” online mailing label at usps.com, you can request a free pickup of the package by your carrier from a desig- nated location at your home the next business day.
“Such alternative service options enable us to meet the varied needs of our customers in a fast-changing world,” Gonzales said.
MAHALO
To a family that found and returned my purse at the Pearl Highlands Sam’s Club. I usually keep my bag on my shoulder but put it down to get out a pen. I was so engrossed in keeping tabs on the cost of items for a holi- day basket that I forgot it. When I realized I didn’t have it, I frantically started retrac- ing my steps. As I turned a corner, a family of three asked if the bag they were holding was mine. They saved me a lot of heartache and the money collected for the basket. I thanked them profusely but, in the excitement, didn’t get their names. — Grateful in Aiea
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Write to “Kokua Line” at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; call 529-4773; fax 529-4750; or email kokualine@staradvertiser.com.
