I guess I’ll start at the beginning. Back in December before our trip to China, Maggie applied for a multiple entry visa by mail, unfortunately she sent the wrong type of payment and her application was sent back to us. No problem we figure, we’ll just take care of it in Beijing we thought, she had done it before and things went smoothly.
Our first day in China we went by the Canadian Embassy only to find out that they’ve changed the application process. There is no longer same day service and applications take 5-8 business days to go through. Still not a problem since we were going to stay in China for three weeks right?
The second day after we arrived at Changchun, Maggie sent out her visa application to the Canadian Embassy. They received the stuff on January 25th and instead of sending the package back to the alternate address in Changchun (as stated), the geniuses sent it to our Toronto address via what they call diplomatic courier which is to take 4 weeks!
As you can guess that’s a major problem, Maggie and I are in China and her passport was on its way back to Toronto. The officials at the Embassy are proud to boast about their “2 day” turn around time for e-mail/fax communiqué but none of my 5 emails or 3 faxes was answered. Also keep in mind that there is no voice line to the immigration department (understandable, there are probably thousands of applications per year), the only way to open a dialog is through e-mail or fax.
Since Maggie did not have a passport, we were forced to drive to Beijing from Changchun and that took about 10 hours. Perhaps we should have done it sooner but with five days left in our trip we got to Beijing and found out the horrible news.
At first, the Canadian Embassy denied they ever received the package and that was as far as Maggie could go. After looking up the tracking on the package, we could see that her application was accepted via EMS (China Post) on January 25th by station 20. With this new information, I decided to talk to the embassy directly, as a Canadian citizen I guess I have more sway and they can’t ignore me.
Heh this time around I was allowed into the embassy and when I spoke to Victor Kok (a CSR) at the visa center, he admitted they did receive the package. There was no explanation to why the previous rep told Maggie they didn’t get it.
You’d figure in 2006, a developed country like Canada would keep computer records but the information about Maggie’s visa application was logged in a book with only one line. I was obviously upset and asked for the name of the employee that sent Maggie’s application to Toronto instead of Changchun and they couldn’t deliver.
Finally after about half an hour of going in circles, I got upset. I decided to complain about the level of service Maggie and I received. At the consulate services, I was passed around a few different departments like a hot potato and hit a dead end trying to contact Ms. Pascale who is suppose to be the head of some visa department. I was not allowed to see her in person, I could only contact her via a telephone in the general lobby. Not to much surprise, Ms. Pascale was not there (or perhaps she just wasn’t picking up the phone) so I asked the receptionist for someone else. The only other person who could help me was on vacation…
I went back to the consulate services and told the supervisor there (Julia Jing) that I was fed up (at the time, I was running around for around 4 hours) and would not leave until I talked to someone who could help me or answer some of my questions. After about another 30 minutes of waiting (because she was “making calls”), I was told to go back to the visa center (where I started) and this time I was met by Ms. Erin Brouse.
Right from the get go Ms. Brouse was abrasive and defensive about the whole situation. I guess it’s understandable, I was visibly upset at the whole ordeal (which I think I have a right to be) and she was actually quite threatening. Is this how a servant of the Canadian people is supposed to act? She was able to give me a bit of information including a diplomatic package tracking number but conveniently forgot to give me information on how to actually track the package!
Their working day finishes at a nice 4:30PM and I was basically forced to leave empty handed. To make matters “better”, the visa center is closed to the public on Friday’s so I essentially have to leave Maggie in China without knowing what to do!
I am extremely upset and at everything and you can bet I will scream to everyone in Canada. I have already contacted my MP as well as the office for the Minister of Foreign affairs.
An interesting tidbit, the staff at the visa service center are rude to everyone including other Canadian citizens. I spoke to two other Canadians and they told me they were getting nowhere as well.
When there is more to this story, I will update.
Refuge for Canadians? Yeah right…