I am so sorry that this happened to you. I know how frustrating and heartbreaking this can be.
While I KNOW that there are people in every job/company that don't care and have no sense of pride in what they do...I also know that the working conditions/expectations in the PO are extremely favorable to MAKING people care LESS.
I have several friends who work for the PO. In positions of mail carrier to managers. I was relating a story to my friend who is a manager, and told him how much I loved my mail carrier. That she was always making a point to say hello, give the dog a biscuit, and this winter...she helped me get my car unstuck from a snow bank! She looks out for my mail, even forwarded some important stuff to me ON HER OWN when I was out of town on business for several weeks.
This is the kind of customer service that you don't find anymore. This is small town, neighborly service that makes you feel good to be part of a community!
His response was that he had better check into her time log because it sounds like she's spending too much time on her route. Apparently, she will get disciplined if she doesn't complete her route in a set amount of time. And they monitor how much mail she takes out everyday and how long it takes her to finish.
This is just one reason why we have problems. It's all about the dollar and never about the people. The only reason "good" customer service ever exists, is if it makes the company MORE MONEY!
And while I am up here on my soapbox, and just figure I will share something that usually helps me resolve problems...especially if my temper starts to flare. I say to whomever I am speaking with "I'm sorry...I know this is not your fault personally, but I am so upset and I just don't know what to do". Then I try and remain silent and see what they say. Almost every time, THEY will offer to help resolve the situation. I think my grandma used to say "you catch more flies with honey than you do with vinegar". It's easier said than done, I know!