"The second batch of protective materials I sent arrived in Huhan, but the receiving hospital said that the box was empty! I am far away, and I can't figure out what is going on, can I please please contact Harmony Hospital to see what is going on. Wei Nan's voice was hoarse, he didn't know how many times he called today, but he couldn't find the whereabouts of that batch of supplies.

"Okay, don't worry, send me the tracking number and list, as well as the sender and receiver's information. Guo An'an has begun to make conjectures about various situations in his mind, but every conjecture cannot be established until he investigates it clearly.

Wei Nan sent the express logistics order number, and at the same time sent the list of materials to Guo Anan through WeChat, in this batch of materials, masks accounted for the vast majority, mainly N95 masks and disposable medical masks, which are urgently needed by the hospital.

Guo Anan first contacted the receiver of the hospital, and the other party was also speechless about the few empty boxes received.

"This batch of materials was received at more than nine o'clock this morning, and the words "donated materials" were written on the boxes, and they were donated at designated points. However, when we got the box, we found that it was empty, and the sealing tape had not been torn, and we thought that the donor had made a mistake. ”

The other party's voice is also very hoarse, and it is obvious that he has not been talking much recently.

"Don't worry, I've seen the list and photos at the time of delivery, and I can be sure that this batch of donated materials was normal when it was sent, and it should have been a mistake in the transportation process. We are also looking for a solution now, and my idea is that you first save the physical evidence, take photos, call the police, and I will continue to contact the logistics to try to get the things back. ”

The other party thanked him repeatedly, and then sent the phone number of the delivery brother to Guo An'an, and the hospital also officially sought police assistance to help find this batch of protective materials.

Guo Anan immediately called the delivery brother, and the phone was quickly connected, but when he heard that he was inquiring about the batch of donated materials sent to Harmony Hospital, he immediately said in a loud voice: "How do I know where these things have gone!" This is what things look like when they are delivered to the delivery point, I am only responsible for delivery, and I have no obligation to count the things inside. ”

The delivery brother has already received several calls this time, including Harmony Hospital and the sender, and the explanation alone is dry, not to mention that he has to drive to deliver the goods, which will be two big heads.

"Can you recall if there were any anomalies with these boxes when they arrived at the delivery point?"

"What's abnormal, it's just a few boxes!" The delivery brother paused slightly: "It's a bit abnormal to think about it this way, I did send a few batches of protective materials two days ago, and those boxes today are much lighter than those of the previous days, and I thought it was because there were fewer things to send so light." ”

This means that the contents of the box may have disappeared by the time they arrived at the delivery point. Before this, from logistics sorting to freight packing, these boxes have passed through the hands of many people, and no one can say the specific problems in that link.

But if you look for it one by one, it is not only a waste of time, but there is no way to ensure the authenticity of the other party's words. The best way is to let the customer service of the express company intervene, and if it doesn't work, you can complain directly, after all, this is a life-saving protective material.

Guo Anan found the official customer service number by checking the company name on the logistics list. This time, Wei Nan did not use the rookie last time, but chose a lesser-known logistics company: Black Cat Express. The other party's company profile is only a must-reach, and the online evaluation is relatively reliable, but what kind of thing is that there is a leak this time.

The customer service phone has now been replaced with intelligent voice, and Guo Anan has called many times before finally transferring to manual service.

Guo Anan explained the problem in detail and asked the logistics company to investigate, but the customer service politely rejected Guo Anan's proposal: "I'm sorry, ma'am, I have recorded all the situation you said and will transfer it to the relevant departments for processing." However, due to the epidemic prevention and control period, our logistics staff are very nervous, for the batch of goods you mentioned, we recommend that you pay according to the current market price, if you choose to insure at that time, we will pay according to the insured price. ”

"This batch of goods is for the medical staff of the hospital to save their lives, and it cannot be measured with money! What's more, these materials can't be bought with money now! We don't accept compensation, we only accept to get the goods back and send them to the hospital as they are!" Guo An'an was annoyed by the indifferent tone of the customer service.

"Yes, ma'am, I have written down your request. Do you have any other questions?"

If you can't get the goods back, I don't mind calling the Consumer Association or directly letting the police intervene!" Guo Anan knows how meaningful it is for companies to intervene in the Consumer Association.

"Ma'am, rest assured, we will follow it carefully. Within 24 hours, we will have someone to contact you to feedback the inquiry, causing you inconvenience, I hope you can understand. ”

Hanging up the customer service phone, Guo Anan always felt that there was a fire in his heart, but there was nowhere to vent.

She called the hospital again to find out about the alarm, and it was obvious that the police had received the alarm, but the specific result still had to wait for the notification.

Wei Nan has also called the police locally, because the logistics involves two provinces and many places, the police need to conduct a multi-party investigation of the handling personnel.

In the worrying waiting, Guo Anan received a reply from Black Cat Express: "The materials are in a normal state during the logistics and transportation, and the order number shows that they have been delivered to the designated place on time, and there is no abnormality." ”

Guo Anan did not accept this reply, and dialed the customer service number again, the other party's attitude was still polite and sincere, and said that he would do his best to solve the problem, but he could not give a specific solution, especially for the situation that the goods were dropped or unsealed during transportation, and Guo Anan felt that the other party was playing the ball sincerely.

However, in the end, under Guo Anan's strong request, the customer service gave the phone number of the logistics boss.

The attitude of the logistics boss is obviously much more sincere than the customer service, as soon as he received Guo An'an's call, he immediately apologized and promised Guo An'an: "If it is a problem in our transportation process, we should compensate, if it is really an internal employee who has done something, we should deal with it, and we will definitely compensate all the goods according to the order." ”

With the promise of the logistics boss, Guo Anan was a little relieved, but if these goods were not found for a day, those doctors in the hospital might face the risk of insufficient protective materials.

After Guo Anan added the logistics boss's WeChat, he gave Wei Nan the details to reflect in the past, Wei Nan was already anxious, hearing the news was like grabbing a life-saving straw, and kept expressing his gratitude to Guo Anan.

Although Wei Nan is also a member of the local newspaper, and has also considered making the loss of protective materials public, but because it is a local newspaper, its influence is limited, and some of the information they publish can only be seen by locals.

Guo Anan doesn't think so, now there is a shortage of protective materials, and there have been many times on various platforms where masks and other materials have been "requisitioned" or shown to sign for receipt but have not received express mail, if the materials designated to be donated to the hospital can be illegally misappropriated, then in the long run, there will be more people who will exploit this loophole and make it difficult for the country to make money.

Taking advantage of the fact that the lost time of the materials is still short, maybe there is still the possibility of recovery, Guo Anan is ready to strike while the iron is hot to make up for the current chaos and loopholes in logistics.

Open Weibo to search for "express loss", and sure enough, there are many messages complaining about the loss of express delivery for no reason, and many masks are collected from abroad and sent back to China, but they are missing halfway, and the logistics company only gives one answer, that is, it was "requisitioned". Others show the signature, but they don't even see the face of the courier......

These examples abound, Guo Anan tried to contact the person who posted the information, sent a private message to the past, but almost no one replied, and finally some of them replied, and directly stated: "You should donate these masks to the country." ”

Guo Anan wants to cry without tears, is the awareness of these people's rights protection only reflected in posting Weibo to vent their anger? Originally, I wanted to find more cases to reflect the express delivery chaos during the epidemic, but they were all just unverified vents.

"Well, let's write about the situation first. Guo An'an straightened out his thinking, and objectively described the three-party statements of the sender, recipient and logistics party in this incident, although the news did not give the final result in the end, but it can still arouse people's curiosity - "Where did these materials go?"

After Guo Anan finished writing, and considering the compensation issues involved in this situation, he consulted with the lawyer he had previously handed in for relevant handling opinions, and finally formed a manuscript and uploaded it to the background.

Huang Qingquan has a different opinion on this manuscript. "An An, I have carefully read this manuscript of yours, and it can indeed arouse people's attention to the loss of protective materials, but this manuscript is not suitable for public release. I suggest that you follow up on the police's handling of the case again, even if we do not pursue timeliness for the time being, we must show the spirit of tracing the roots. You are a little too nervous to solve the problem of shortage of protective materials now, I understand your feelings, but also learn to slow down appropriately and let the bullets fly for a while. ”

Guo Anan understood what Huang Qingquan meant, and when she thought that the doctors and nurses in the hospital were taking risks to treat patients and save lives, she was a little angry with the logistics company, but from the perspective of a professional reporter, she must maintain an objective and neutral attitude to look at the matter. In this report, it is obvious that Guo An'an's anger towards the logistics company can be felt, but objectively speaking, the logistics boss has given a sincere attitude to solve the problem.