A few weeks ago I received shipment notification and Purolator tracking number for an item I'd ordered online. After 3-4 business days there was still no status information on the shipment. The only information available using Purolator's online tracking tool was "there was a problem with your request, please phone...."
When I phoned Purolator I didn't learn very much more. All they could tell me was that the item had not yet reached the border (it was shipping from the U.S. to Canada). Purolator told me to wait a few more days. Okay, fine. It was only standard shipping, and I hadn't been expecting to receive a tracking number to begin with. But here's the rub. When I returned home the very same day I'd phoned Purolator, lo and behold, my shipment had arrived.
On a whim, a week after having received the shipment, I decided to check the tracking number with Purolator's online tracking tool, and the information still hadn't changed, "there was a problem with your request, please phone...."
Providing tracking numbers that can be checked by customers online is a great convenience. There's no point to it, however, if the online tracking information is never updated.
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