Polaris

[loaders]

Has anyone experienced a decline in the service levels of Polaris lately? It could just be a string of bad luck restricted to the freight we have offered them, but I would be interested in knowing if others have run into the same string of bad luck shipments. They were never our go to carrier for anything remotely time sensitive, but certainly things have not gone smoothly over the last 4 or 5 shipments of "regular" LTL.

 

[MikeJr]

A quick poll of CSR's indicates to me that service is 'same'. While in Polaris' control they can tell you anything and everything you need to know about your shipment, once a furtherance provider has the shipment the shipment is a level further away and the details become more vague. It's to be expected, but overall we are happy customers knowing which shipments fall under their umbrella.

Keep well,
Mike

 

[Nawk]

Polaris is a company built on customer service.
Dave Cox watches this forum closely and openly invites Loaders (or anyone with a concern) to give him a call at 905-671-3100 x 1226 to resolve any outstanding matters.

 

[loaders]

You're right Mike Jr. .Once the freight is in " their hands" the communication and service is satisfactory. It appears in our case, that the problem lies with their agent carriers, most often at the pickup, are the weak link in the chain. Missed pick ups, no tailgate available when one is requested, arriving with not enough space or after the shipper has closed. We will continue to monitor the situation, hopefully without jeopardizing our customers.

 

[loaders]

Nawk, I agree that Dave does keep a close eye on things and that he sincerely believes in providing a high level of service. Our office has his number on speed dial and there is constant communication. The problem seems to be the quality of the information they receive from their agents. A common problem when the entity performing work on your behalf may not have the same dedication and commitment to your high levels of customer service.

 

[Freight Broker]

We've experienced nothing but fabulous service from Polaris .. in fact... I don't recall them ever dropping the ball on any of my shipments, and we've been using them every week for over nine years. They're a great carrier, and I wouldn't hesitate to give them my time sensitive freight.

 

[MikeJr]

You're right Mike Jr. .Once the freight is in " their hands" the communication and service is satisfactory. It appears in our case, that the problem lies with their agent carriers, most often at the pickup, are the weak link in the chain. Missed pick ups, no tailgate available when one is requested, arriving with not enough space or after the shipper has closed. We will continue to monitor the situation, hopefully without jeopardizing our customers.

Polaris remains for volume, service area and diversity of equipment in the large majority of areas a major go-to carrier. We do not see an increase in service issues beyond that of other LTL providers, basically their orders never hit my desk which is good news for both parties. I suspect your issues are short term and isolated.

Keep well,
Mike

 

[loaders]

Believe me......I hope so as well. My post was in no way meant to be a slight or in any way derogatory. I was merely trying to ascertain whether or not our recent experiences were unique to our firm. From the responses so far, it would appear to be so. Like yourself Mike, if I don't hear about it, I can assume all is well. If I do hear about a problem, it is my duty as an owner to investigate further. In this case, that is all I was trying to do. As I said earlier, we will continue to monitor the situation and work closely with Polaris to resolve any issues.

 

[couldhavebeenavet]

Polaris is a company built on customer service.
Dave Cox watches this forum closely and openly invites Loaders (or anyone with a concern) to give him a call at 905-671-3100 x 1226 to resolve any outstanding matters.

I agree with this, Dave is very good at watching and is fair when it comes to any issues.

 

[DanielB]

I don't work with Polaris.

But many broker make unreasonable demand on the truck without understand what we can do.

This just sound like one of those broker that always complain about everything.

 

[loaders]

No. This isn't "one of those broker that always complain about everything". Just one of those brokers who has legitimate concerns about one of their partners service levels, and was merely asking if anyone else was experiencing the same.