Background

This report presents the results of our self-initiated audit of Delivery and Customer Service Issues – Silverado Station, Las Vegas, NV. Our objective was to assess retail and mail delivery service on selected routes at the Silverado Station – Las Vegas, Nevada. This audit was designed to provide Postal Service management with timely information on potential delivery and customer service risks at Silverado Station.

The Silverado Station is in the Nevada-Sierra District of the Western Area. The Silverado Station had 57 city routes and 13 rural routes servicing over 51,000 delivery points. Additionally, it provides retail and post office (PO) Box services to customers over four retail counters and 1,174 PO Boxes. We selected the Silverado Station based on our analysis of Enterprise Customer Care (eCC), Carriers Returning After 1800, Retail Customer Experience, and wait-time-in-line (WTIL) data. The Silverado Station had 1,971 eCC customer cases between July 1, 2018 and February 28, 2019. Roughly 88 percent of the eCC customer complaints were related to mail and packages not received or being delivered to the wrong address.

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Comments (2)

  • anon

    After reading the report above it doesn't deal with the most important issue which is: where is my package on delivery routes not PO Boxes which was audited according to the report. I've had two tracked pieces of mail claimed by the carrier that the address was incomplete which is completely wrong and the second time i verified with the property manager the address and addressed accordingly. I also took a picture of the package so there is no mis interpretation of the facts. It's impossible to get a hold of anyone at the Silverado post office as it just rings until a busy signal. I called the customer service and am on hold 1.5 hours so far. I see no improvement since this audit was completed as it was flawed to begin with. This has cost money in lost items. I've never experience complete disregard from any post office anywhere. Maybe the carrier is stealing the packages and then putting the bogus reason they can't deliver the package.

    Mar 23, 2020
  • anon

    Seems that whenever we have a substitute carrier on our route that we either get some of our mail or get nothing that is expected according to the USPS email sent out in the morning. When our regular carrier is delivering we get all scheduled mail. Trying to call the Silverado station is an impossible task as every call either gets a transfer to a busy signal or rings over and over and finally changes to another busy signal. Tried one time to ask live at the Silverado office, but after standing in line for 35 minutes was told to go online and file a complaint. No one seems to care whether we get our mail or not.

    Feb 19, 2020