e-Newsletter

A mission... beyond the call of duty

The first time Scott and Michelle Ramsey of Pack & Send St Kilda Road, Melbourne, was asked to deliver 340 tubs of ice cream across Australia and New Zealand in one day ... they thanked their lucky stars for the Pack & Send Service Centre Connect system.

Allowing Pack & Send service centres throughout the nation to assist each other with particularly tricky jobs, Scott says the system has proved its worth, every time.

'However, sometimes you'll get a slip up from an area you never would have expected...'

One year, after having used the system for a client who'd come to depend on Pack & Send, Scott and his team were let down by the client's supplier located in Perth, who promised the ice cream was on its way, but was unable to deliver.

When Scott relayed the bad news he heard his client's despair and really wanted to help him out as the ice cream run was now a hugely anticipated event. So Scott was on the first flight over to Sydney to try and sort things out, rustling up a friend who'd lived in the area for urgent navigational advice.

After taking on the problem, Scott now found himself on a mission; one way or the other he was going to make sure his client's customers got their ice creams and that they got them on time. Two hours later, says Scott, we were in a cold goods warehouse begging the manager for any ice creams he had.

'I think he must have seen the sheer desperation in my eyes because after numerous phone calls he somehow managed to round up all the ice creams from another supplier.'

And so, after accepting the offered 1-litre ice cream cups instead of the usual 5-litre tubs, Scott personally delivered them to each of his client's Sydney customers - and the run lived on for another year!

Whatever it takes!

The job had started in the usual way; a phone call from a client requesting that an architectural model be packed and sent to a conference in Singapore and then be returned to Sydney. It seemed like a routine task.


As planned, Tony from Pack & Send Sydney City received the 1.5 square metre residential estate model which he constructed a custom-made plywood case for and filled with specialised foam-in-place technology. Before sealing and sending the model, Tony also enclosed a simple step-by-step list of instructions on how to repackage the model - just to be sure the conference organisers wouldn't have a problem when they were ready to send it back.

No such luck. Two days later Tony received another phone call. This time, to say that the model was still in Singapore and was not going anywhere. It was Tuesday and the model needed to be at another conference in Sydney on Friday. If it didn't turn up, the multi-million dollar project would fall flat on its face.

The phone was ringing hot. After speaking to the Singapore conference organisers, Tony found that for legal reasons, they were unwilling to handle the repackaging and sending of the model. And no other freight or packaging company in Singapore was equipped to do it in such an urgent time frame.

He was back on the phone to a distraught client. There seemed to be no solution until Tony threw up one of his own. 'Look, how about if I fly over on your behalf. I'll sort things out.' The client was delighted.

And so, on from one problem he went to the next - the need to renew his passport. But luck was on his side. Tony was able to collect his brand new passport the very next morning as he made his way to the airport.

As he arrived at the Singapore conference site, he found the priceless model sitting on top of the casing in the corner of the room and quickly went to work. 'When it boils down to it, you just have to do whatever it takes to get the job done,' says Tony. 'Even if it is flying to a foreign country to put a model in a box.'