I am a recently retired Postmaster of 33 years. Do not call the 800 number if at all possible. These are contractors and normally don't have a clue, besides also your wasting hours trying to reach a live person unless you just love going through auto attendants and love the top-ten Post Office on-hold music played. Yeah, I didn't think so.
Instead, open up a complaint online at the USPS website regarding the missed or late scans. Most complaints will be channeled to the serving Post Office of the customer filing it. It is the local PM's responsibility to take it from there. Each time an online complaint is filed it travels down to the local PO and also to DC, Area and District offices. The MPO, Manager Postal Operations, is responsible for say 50-100 local Post Offices. So you see you do several things by following the USPS channels by filing a complaint online. Much better than calling and having someone take notes that get lost on a desk. Here you create a record of the issue; your local PM gets a butt chewing by the MPO, your local PM has to take time out of his or her schedule to contact you as a resolution is required; And the number of complaints filed along with whether a resolution was completed directly effects EVERYONE in this chain end-of-year-bonus, which is usually pennies anyway. The guys and gals at the top hate it when the lowlifes in the field negatively affect their wallets. EVERYONE in the field is required to complete scans honestly and on time. If not, it isn't pretty. Yes, after retirement I even had to file against friends in the PO at local PO's. Didn't care. They were failing to do their good paying jobs and it was costing me frustration, time and money as an eBay seller. Give the local office a couple times to correct the issue(s). If not, go up the food chain. Be professional but be clear in your understanding of what and who is failing in your scans then allow them to fix it. If the failure persists, contact Consumer Affairs at the District and DC levels. These people really don't like being bothered and will assure you of a positive trickle down effect to your local PO. It's all about holding people accountable in any business. There is nothing wrong with it. Don't circumvent their procedures and follow them to achieve the results you expect. Do not accept consistent failure. As a PM I always tried to remember that I served my customers.
