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You've got mail… but it's lost in transit

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When Singapore Post customer Janan Loh ordered a pair of Bluetooth earphones online earlier this year, he waited eagerly for a few days for them to arrive from the United States.

That wait stretched into weeks and became such an exercise in frustration that he set up a Facebook group rallying others who had been similarly affected.

The 35-year-old chief operating officer at a social enterprise eventually got his $238 earphones when he told the company, Jaybird, that he had never received them, and it sent him another pair without additional payment. It was more than a month after his first order.

This time, the company sent the item through courier company FedEx. The first pair never showed up and all he got from calling SingPost’s customer care hotline was frustration, he said.

“When they called me, they would give excuses and ask me to wait a few more days. And they would throw me around to different representatives,” said Mr Loh, who noted the call centre was based overseas, and he could not get to someone in Singapore till several calls later.

  • Oddities by mail

  • Someone out there did not receive the underwear he was waiting for.

    Among the unusual things SingPost has received through its mail processing facility in Paya Lebar: A pair of green men’s briefs. Here are some other oddities that have gone to SingPost by mail:

    • Fresh flowers

    • Fresh spring onions with an address label

    • An inflated balloon

    • A dollar bill from the United States, with an address written on it.

    While the balloon, underwear, spring onions and flowers were sent as they had complete addresses, the US dollar bill was not because it did not have a full address.

Another customer, a financial consultant who wanted to be known only as Shirley, 25, had a similar experience with a $200 mobile phone she ordered directly from Chinese electronics company Xiaomi in January.

Two months went by and she did not have her phone. When she told the company, it sent another set, but she never got the first.

When an item to or from overseas cannot be found or is not delivered, what SingPost can do is “raise a request” and start an investigation, said Ms Lily Loo, SingPost head of group customer service.

Sometimes mail, whether from overseas or sent locally, does not reach recipients because the sender did not clearly indicate the address. In some cases, the packaging has been damaged when it arrives in Singapore, and the recipient’s address cannot be made out.

Such items are held for three months and when customers approach SingPost about missing mail, staff will first check to see if their package is among them.

Beyond this, however, the odds of tracking down a package are small.

SingPost said parcels from overseas, no matter the kind of postal service used and whether the parcel is registered or not, are handled as basic mail and cannot be tracked. “Technically, we can’t even declare something is ‘lost’ because we cannot be certain if the item is indeed in our system,” said Ms Loo.

Even though registered articles from overseas come with a tracking number, scanning the items to determine where they are may not be required at every stage, so it can be difficult to pinpoint the items’ exact location, Ms Loo added.

The same happens for items posted overseas from Singapore.

While SingPost does not track basic mail, the ratio of lost registered articles is one to 500,000.

SingPost receives 60,000 to 70,000 packages a day, an increase of 40 per cent from five years ago, said Mr Tan Tien Po, the firm’s senior vice-president for domestic mail. Of these, about 15 to 20 per cent are from overseas.

SingPost has also increased the number of postmen over the past two years by 15 per cent to about 700 to meet higher package delivery demands. Some are hired from Malaysia and China. Over the same period, bigger vehicles have also been bought, to increase the load of mail that can be carried.

Mr Tan said it also bought an additional package-sorting machine two years ago that sorts packages automatically to the different areas they are mailed to. It is also exploring various kinds of technology to improve deliveries to people’s doorsteps and give customers better updates.

On their part, senders should write complete addresses and provide their details should the packages be undelivered, he said. Packaging should also be appropriate so it does not tear.

During a visit to the SingPost mail processing facility in Paya Lebar last month, The Straits Times saw wedding cards without addresses, and packaging with rubber bands that cannot be put through sorting machines.

At a unit for items that could not be delivered because they had fallen out of their packaging or had incomplete addresses were a pair of Timberland boots, a pair of Adidas sneakers, a ring in a box, and various small items.

Letters to God and Santa Claus were also among them.

While SingPost did not reveal the number of complaints it gets, it said that it receives complaints, feedback and queries across its various services, from postal to courier services, and deals with an average of seven cases every 10 days.

Another common complaint was that customers could not understand the speech of customer care officers in India, and vice versa, but Ms Loo said there are stringent quality checks, and they do request customer care officers who can communicate effectively.

She added that SingPost works only with call centres that are ranked the highest.

In total, it delivers some three million items a day.

She said: “Things will go wrong. We are here to fix it. Service recovery is very important, and we make regular improvements.”


This article was first published on Nov 01, 2016.
Get a copy of The Straits Times or go to straitstimes.com for more stories.

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<p>When Singapore Post customer Janan Loh ordered a pair of Bluetooth earphones online earlier this year, he waited eagerly for a few days for them to arrive from the United States.</p>
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Tuesday, November 1, 2016 – 14:02
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Thai cabinet may allow businesses to operate 'close to normal'

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The government’s proposal that entertainment businesses could proceed during the national mourning period “as normal as possible while bearing in mind the appropriateness to situation” would be tabled at the Cabinet meeting today, Deputy Premier Tanasak Patimapragorn said yesterday.

Following a discussion over the issue with relevant sectors, Tanasak said all systems must proceed as normal but televised programmes and dramas must instill knowledge and information about HM King Bhumibol Adulyadej’s great merits and royal activities for their |audiences.

Thais have been grieving since HM King Bhumibol Adulyadej passed away on October 13.

With Thais now clad in black and white as a mark of respect, entertainment outlets have been forced to keep a low profile.

Government Spokesman Lt-General Sansern Kaewkamnerd said yesterday Prime Minister General Prayut Chan-o-cha understood that the economic sector needs to move ahead, so he has assigned Tanasak to discuss the issue with relevant sectors.

The government intends to allow all television stations to return to normal programming a month after the passing of the much-revered king.

“We believe all stations know how to gradually gear back to normal,” Sansern said.

Social pressure would automatically become active if any station hurt public feelings, he said.

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Tuesday, November 1, 2016 – 12:33
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China's built a combat drone and it could be the world's most powerful

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China has granted an export license for the CH-5 reconnaissance/combat drone, which is believed to be one of the most powerful unmanned combat aircraft in the world.

“Several foreign nations have expressed intentions to purchase the CH-5, and we are in talks with them,” said Shi Wen, chief designer of the Caihong, or Rainbow, series at the China Academy of Aerospace Aerodynamics in Beijing.

“I can’t tell you more details, except that the drone is ready for export,” he told China Daily in an exclusive interview on Monday, the day before the 11th China International Aviation and Aerospace Exhibition, commonly known as the Zhuhai Air Show, begins in Zhuhai, Guangdong province.

Compared with the United States’ General Atomics MQ-9 Reaper, a hunter-killer drone often deemed by Western analysts as the best of its kind, the CH-5 “can perform whatever operations the MQ-9 Reaper can, and is even better than the US vehicle when it comes to flight duration and operational efficiency,” Shi said.

“Another advantage is that the CH-5 is capable of making a joint strike together with its predecessors, the CH-3 and CH-4, because they can share the same data link and control system.

Therefore, it is very easy for current users of the CH-3 and CH-4 to introduce and integrate the CH-5 into their drone network.”

Moreover, the CH-5 is able to carry an airborne early warning system to act as a platform for regional surveillance, and battlefield command and control.

It also can carry electronic warfare instruments to collect electronic intelligence and to jam enemy communications or radars.

The CH-5 made its first flight in August last year, becoming the mightiest military drone in China in terms of operational endurance and payload capacity.

The drone is made of composite materials and has a wingspan of 21 meters.

Twice as big as its predecessors in the CH family, the drone can stay in the air for about 60 hours and operate at an altitude of up to 10 km, Shi said.

Its current maximum range is 6,500 km, and a future upgrade will enable it to fly as far as 10,000 km, he added.

The CH-5 is able to carry 1,000 kg of equipment and weapons. It will carry 16 air-to-surface missiles when displayed at the air show, but its largest capacity is 24 missiles in a single flight, engineers at the academy said.

Compared with the prototype for the test flight, the drone’s mass-production model has a more streamlined nose and an electro-optical instrument mounted under the nose.

Shi said designers plan to develop a CH-5 that will be capable of staying in the air for up to 120 hours, with a 20,000-km range.

The China Academy of Aerospace Aerodynamics, part of China Aerospace Science and Technology Corp, is China’s largest military drone exporter by number of products sold overseas.

Its CH-series drones have been sold to military users in more than 10 countries, he said.

Lan Wenbo, project manager of the CH-5, said his academy is willing to transfer technologies to users, an attraction that Western suppliers do not offer.

Other equipment from Shi’s academy is the CH-805 high-speed target drone, a flying wing that resembles the Northrop Grumman B-2 Spirit.

It has a tiny radar signature of 0.01 square meters, so it can be used for anti-stealth aircraft drills and reconnaissance tasks, according to academy materials.

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Tuesday, November 1, 2016 – 12:26
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Chinese boys who lack masculinity get help with new textbook

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The first textbook designed specifically for male pupils in primary schools in China has received positive feedback from parents, students and education professionals.

Earlier this month, the Shanghai Educational Publishing House unveiled the book, entitled Xiaoxiao Nanzihan or Little Man in English, aiming to help male students in the fourth and fifth grades understand sexual physiology, sexual psychology and enhance their self-protection.

The textbook, focusing on the mental health of male pupils, comes as nationwide discussions about what is called the “boys’ crisis” are rife.

A phenomenon that has long been observed, the boys’ crisis refers to the tendency of male students to lack masculinity, and be outperformed and overshadowed by girls at primary and secondary schools.

“So far we have received mainly positive comments from counterparts, school heads and parents, and many schools have shown interest in the book,” said Zhong Xiangyang, an official from the education bureau of Jing’an district, the body that initiated the textbook’s compilation.

“It has been used by some primary schools in Jing’an and a few outside the district and we will make efforts to promote it,” she added.

You Rui, the author of the book and also the principal of Zhabei No 3 Central Primary School, said it is the product of a pilot programme focusing on gender education at her school over the past decade.

“The gender education classes for male students at my school proved very popular,” she said.

With six chapters and full of colorful illustrations, the textbook introduces a wide range of basic knowledge including: “What is the difference between a boy and a girl?”; “Why am I a boy and not a girl?”; “What does a father mean to a son?”; “How can we get along with nature?”; and “Why do we need to have awareness about investment and money management?”

The book is expected to help boys more openly discuss questions they might otherwise not address in their daily lives, and the Shanghai Educational Publishing House said pupils who learn from the textbook will have a separate classroom from their female classmates.

“It’s quite necessary and positive to have gender education,” said Zhu Huafang, the mother of a third-grade boy.

Nowadays, both boys and girls are developing at an early age and they can be very curious, added Zhu, who works as a primary schoolteacher.

For example, her son sometimes poses questions such as: “what do female genitals look like?”, which Zhu said makes her feel awkward.

“I don’t know how to reply to him. Instead of having him search on the internet by himself-where improper answers are likely to pop up, why don’t we learn from the textbook?”

It’s not the first attempt the city has made to address the boys’ crisis.

In 2012, the first boys-only campus was created at Shanghai No 8 High School to help male students enhance their academic performance and cultivate masculinity.

Li Ruomeng, 19, a graduate of the all-boys class and now a freshman at a music institute in Germany, supports the idea of gender education at an early age.

“This kind of education should be there when someone’s standards and values start to take form, and I believe the new textbook will play a positive role,” he said.

Asked what he learned from the all-boys class, Li said athletics, survival training activities and etiquette education all helped him grow quickly.

In some classes, students would be exposed to different cultures and encouraged to learn how a gentleman should act.

“For example, now I know a gentleman should pull out a chair for the ladies before being seated at the dining table,” he added.

Jing’an district’s Zhong said her organisation is working with the Shanghai Educational Publishing House on a textbook specifically designed for girls which will be unveiled soon.

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Tuesday, November 1, 2016 – 12:07
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Prosecutors detain woman at centre of S Korea political crisis

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Seoul – The woman at the centre of the snowballing political scandal engulfing President Park Geun-Hye has been put under emergency detention after prosecutors said she was “unstable” and a flight risk.

Choi Soon-Sil, who faces allegations of fraud and meddling in state affairs over her decades-long friendship with Park, was grilled for hours Monday after she returned to the country and handed herself in following mass street protests.

“There is a possibility of Choi trying to destroy evidence as she is denying all the allegations,” a prosecution official told the Yonhap news agency, explaining the decision to hold her for 48 hours.

“She has fled overseas in the past, and she doesn’t have a permanent address in this country, making her a flight risk.

“She is also in an extremely unstable psychological state, and it’s possible an unexpected event could occur if she is released,” the official added.

Choi flew back to Seoul Sunday from Germany to submit to herself for questioning and was mobbed by hundreds of journalists and angry protesters waving placards demanding her arrest.

Dressed from head to toe in black, Choi lost her hat, sunglasses and one Prada shoe as she struggled through the scrum to the Seoul District Prosecutor’s Office on Monday.

“Please forgive me. I have committed a deadly sin,” Choi said after she made it inside the building, Yonhap reported.

Related: Choi begs for forgiveness

After a night in detention, she was escorted back to the prosecutors’ office early Tuesday wearing prison uniform for another round of questioning — which could last for days, Yonhap said.

Prosecutors have to decide whether to seek a warrant to formally arrest Choi before the emergency detention period expires.

Park and Choi have been close friends for 40 years. The precise nature of that friendship lies at the heart of the scandal which has triggered a media frenzy in South Korea, with lurid reports of religious cults and shamanistic rituals.

Suggestions that Choi vetted presidential speeches and was given access to classified documents have exposed Park to public anger and ridicule and, with just over a year left in office, pushed her approval ratings off a cliff.

On Tuesday, a man rammed an excavator into a key building belonging to South Korea’s prosecution service in Seoul.

The 45-year-old was detained and later told police interrogators that he had carried out the attack in a bid “to help Choi die as she said she committed a deadly sin”, according to Yonhap.

Choi has also been accused of using her relationship with the president to coerce corporate donations to two non-profit foundations, and then siphon off funds for personal use.

Park issued a public apology last week, acknowledging seeking limited advice from Choi on her speeches.

But it did little to assuage public outrage, with mass street protests erupting in Seoul and other cities to demand Park’s resignation.

The Hankyoreh newspaper reported Tuesday that Choi had been a frequent visitor to the presidential Blue House since Park took office in 2013 — something Park’s administration has staunchly denied.

Park on Sunday carried out a partial reshuffle of key aides accused of being linked to Choi.

She is also considering calls from her ruling Saenuri Party to form a neutral multi-party cabinet to restore public trust and national unity.

The main opposition Democratic Party of Korea has stopped short of demanding the president’s resignation.

But it is refusing to begin cross-party talks on how to end the crisis until the investigation into Choi has run its course.

Under South Korea’s constitutional law, an incumbent president is exempt from being submitted to prosecution for any criminal offence.

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Tuesday, November 1, 2016 – 11:58
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Use of drones by public agencies: Govt appoints official contractors

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SINGAPORE – Drones are set to take off at worksites along the Thomson-East Coast Line to monitor work progress, with the Land Transport Authority (LTA) expanding its use of drones.
This, and other projects by government agencies, will be supported by a master…

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More public agencies to tap on drones after 3 companies win contract

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The Land Transport Authority, for one, will expand its drone trials to 10 Thomson-East Coast Line work sites for up to a year.

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Grab a FREE taxi ride worth up to $15 for all users from 2 – 4 Nov 2016

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Don't fall for this Mini Cooper "giveaway" scam on Facebook

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SINGAPORE – Eurokars Habitat, which distributes Mini Coopers in Singapore, has warned that a Facebook “giveaway” of a Mini is a scam.

Posting on the official Mini Singapore Facebook page, it said that the contest page was not officially run by them.

“We are not affiliated with this contest in any way, and do not endorse any of its communications,” the Facebook update said.

“Please be sure not to submit your personal particulars if you are unsure of the authenticity of any of such communications on Facebook.”

The page has been reported to Facebook, and the contest post could not be seen as of Monday (Oct 31) evening.

Ms Nur Hafizah Zainuddin, 23, said she came across the page on Sunday night. Her sister had tagged her, and asked her to enter the contest for another chance to win the car.

Following instructions on the post, Ms Hafizah, an engineer, liked the post and typed in the colour of car her sister wanted in the comments section, then shared it.

The post also asked Facebook users to go a another website where they were asked to enter their phone number.

On the page, a message in small print stated that they would be charged $4.28 with GST per sms if they subscribe to “MobiPlus Singapore”, a service which sends the subscriber credits to purchase ringtones, wallpapers, games and apps.

Ms Hafizah did not enter her number, as she thought it suspicious.

This is not the first time such scams have been shared on Facebook. Such ploys aim to drive up the number of likes and shares on a page before selling it to another entity which will rebrand the page, warned hoax-slayer.net.

According to the site, another Mini Cooper giveaway was shared widely in July this year. Earlier, there were also similar scams promising to give away luxury cars such as Range Rovers and Mercedes-Benzes.

There are also spoofs of such scams with Facebook user Frank Geraghty promising to give away five fighter jets.

Read also: Woman loses $1.2m to love scam, cases on the rise


This article was first published on Oct 31, 2016.
Get a copy of The Straits Times or go to straitstimes.com for more stories.

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Tuesday, November 1, 2016 – 11:31
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Timofey Nastyukhin Dreams of ONE Championship Gold

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Timofey Nastyukhin has his sights firmly set on becoming a world champion. Specifically, the ONE Featherweight World Champion.

The Russian featherweight contender will meet Kotetsu “No Face” Boku at ONE: DEFENDING HONOR on Friday Night, 11 November, live at the Singapore Indoor Stadium. And he believes a victory will bring him one step closer to a title shot.

In Boku, he is fighting the former ONE Lightweight World Champion. The Tokyo, Japan, resident is a kickboxing specialist and freestyle fighter who holds a respectable 24-11-2 record. But ever since he dropped down to featherweight, he has re-created himself and has won three of his last four outings.

To the Russian, that makes this contest even more critical.

“In my opinion, every win is very important to get closer to the title,” the 26-year-old says. “I hope if I show decent performance and finish my opponent, then I will get a title shot.

“My opponent and I are both strikers, so I see this fight remaining on the feet in striking exchanges, and that will give fans an exciting, spectacular show.”

Nastyukhin already put on a spectacular show in his most recent fight, a highlight reel six-second knockout victory over Robert Lisita at ONE: KINGDOM OF CHAMPIONS this past May. 

The finish was so impressive, it gained international attention in the weeks and months following the bout. It even tied the record for fastest knockout in ONE Championship history.

As far as the response Nastyukhin heard personally, he said little has changed as he continues to take the memorable victory in stride. He sees it as just one more entry in his win column.

In fact, the fight that was the most memorable of the young Russian’s career was his promotional debut at ONE: WARRIOR’S WAY back in December 2014, when he took on Eduard “Landslide” Folayang. Coincidentally, Folayang battles the ONE Lightweight World Champion, Shinya Aoki, in the main event of DEFENDING HONOR.

“My fight with Folayang is memorable because it was my first fight in a world-class promotion and I was a big underdog in the fight,” Nastyukhin recalls. “After that win, MMA fans knew who I was. That fight was a big statement.”

Nastyukhin, a former FILA Pankration Champion, owns a 10-2 record with all of his victories coming by way of stoppage. The origins of his exciting style and warrior mindset came in his formative years while training as a young boy in his homeland of Russia.

“It is just my style of fighting that I have been using since childhood,” he says. “My coach told us to keep aggressive during a fight and press the opponent from the very beginning, and I am happy that fans like the way I do that in the cage.”

The Novokuznetsk resident is proud to represent Russia Top Team, as well as work in cooperation with a new team that he was invited to train with, the Alexander Nevsky Sports Club. The club has a number of exciting young fighters on the roster with bright futures, and Nastyukhin plans to be a central figure on the team for years to come.

“Russia Top Team are my managers, but I now also represent Alexander Nevsky Sports Club from Omsk City,” the featherweight says. “I hope it will be a good cooperation in the future and I do everything in my power to glorify this team. I did my training camp there and I am working very hard on my conditioning and improving my skills.”

If all goes well, that constant improvement should go a long way in helping Nastyukhin achieve his dreams of becoming a global icon.

“I do not have any Idols in the sport,” he says resolutely. “But I grew up watching Fedor Emelianenko’s fights and I want to reach his level in MMA.”

For Nastyukhin to reach legendary heights, to the level of “The Last Emperor,” he needs to keep on racking up wins in impression fashion. His fight with Boku will be a good next step towards that goal, and he guarantees a thrilling contest.

“I just want to say thanks to all my fans,” the Russian says. “I appreciate all the support from them and will do my best to put on a good fight for you guys.”

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Timofey Nastyukhin Dreams of ONE Championship Gold
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Tuesday, November 1, 2016 – 11:21
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