Went into the post office this morning. Passed the large parcel that I was sending to the counter assistant and, while she was dealing with that, took out the small packet that I was also sending.
Put that through the slot at the front of the counter that determines whether it is a large letter or not. It passed through the slot, all be it touching the sides, with no trouble at all.
When the assistant had finished with the large parcel I passed her the other item and said to her "large letter 2nd class please".
She took it from me, turned to the letter assessor on her side of the counter, held it up to the slot then said " too big for large letter rate, you'll have to pay the small parcel rate"
I told her that it passed through the device on my side of the counter, took it back from her, and showed her it going through.
She watched me doing this then said, in a grumpy voice, "depends upon how hard you push it I suppose"
I was totally flabbergasted, in fact my flabber has never been so gasted, so I told her that it had passed through without any problems so I wanted it 2nd class large letter rate.
Eventually she conceded to charging me for the large letter rate but, as a parting shot, she said, "well if the recipient at the other end gets charged a surcharge because you haven't paid enough postage they will have to pay it before they can have it delivered".
So there you go customer service isn't dead & buried - it's alive and flourishing at your local friendly Royal Mail Post Office, LLAP, Eric.