unsociable couriers

Right now I'm sitting here on hold to a courier who were supposed to deliver a package "Thankyou for your patience, your call is important to us and will be answered shortly" from firebox.com to me yesterday. The order tracking says the package is on a van at the moment, but it's "Thankyou for your patience, your call is important to us and will be answered shortly" getting late and there still isn't any sign of them.


Yesterday they managed to "Thankyou for your patience, your call is important to us and will be answered shortly" knock on the door and slip a card through the letterbox without me noticing - sitting about 5m away from the door!! How annoying "Thankyou for your patience, your call is important to us and will be answered shortly" is that?

"Thankyou for your patience, your call is important to us and will be answered shortly"

I mean, it's about 8pm now and still no sign from the buggers! How late "Thankyou for your patience, your call is important to us and will be answered shortly" do they want to be? I really wish these people had rules against this, i mean "Thankyou for your patience, your call is important to us and will be answered shortly" it's totally stupid that they can get away with this. It's obvious that the delivery staff just "Thankyou for your patience, your call is important to us and will be answered shortly" want to get paid twice (since they'll have to deliver the package twice). Honestly it's "Thankyou for your patience, your call is important to us and will be answered shortly" just not on!

THIS PHONE LINE IS REALLY ANNOYING ME!
"Thankyou for your patience, your call is important to us and will be answered shortly"
ARGH!!!

*eye starts twitching*

 

When getting stuff delivered courier I always put in special delivery requirements"To be left with any neighbour in STREET and note posted through door as to whome it has been left"

I'v never had to once go to their house to pick it up either,they always come running when I get home and give me the package and of course I do the same for them,I have great neighbours

I sympathise though m8

 

Don't get me started on them, they're awful - particularly DHL!
The one that has the green and yellow vans are good though, their name has slipped my mind!

 

mcadam - that'd be initial city link

Unfortunately every door in my street is white (for some reason) so it'd be pretty easy to guess that. What colour is my car would be good, since the time they were supposed to turn up there was no car there

Here's my tracking URL:
http://www.city-link.co.uk/pod/podfrm.php?JobNo=DSJ03059&hidebanners=
(mcadam .... )
Uhm, they've not turned up today. At all. So my package has been on a van all day and it's not got here yet?? What the hell?

Do you know what really takes the biscuit? THE DEPOT IS 1.3 MILES FROM ME!!! I could WALK and get the package faster.... GRRRR

 

I will now do what I do best and shut up

 

I'm still on the phone to them. I would have thought they were closed at this time of the night. But apparently not! I'm on hold! If they're closed and are just keeping my on hold for the fun of it I'm going to be REALLY annoyed....

I'm writing an email with details of this to be sent to both the branch and to the head office. It's just not on.

 

Oh good lord, I'm going to have to call them to get a ney keyboard for my laptop. I think it's going to be a very Call Center Christmas for me... *sigh*

I am now certain that there are no phones available because there is nobody on the phones to answer them. This is a fault in their system which is misleading and time consuming. So, I am now going to try and confuse it with some DTMF tones

 

Thank you for your patience, your thread is important to us and will be answered shortly

 

LOL

Interestingly enough I managed to make it reset the connection after totally confusing it with random tones and some white noise. I didn't manage to get a carrier though

 

Time to play the hold game again. I have a mind just to walk over there and say "what the HELL do you think you're playing at?" I called the number on the card - which rang and was never answered, and then it was engaged. So I used ringback. It rang me back and they STILL didn't answer! Did someone just phone their boyfriend then go back to the canteen or somthing? I swear they are a load of lazy gits.

I also notice that the card says that they are open until 20:00pm ..

I've sent an email to Watchdog (BBC consumer TV show, good for getting your complaint heard a bit louder!). I sent the local branch and the head office a nice email which explained my problem.

I'm now on the phone to head office, and I got to speak to someone! They agreed that it wasn't acceptable, and forwarded me to their customer support line and guess what: I'm on hold again! GRRR

 

Head office Customer Care people are just as confused as me, what with the package being loaded onto a van yesterday and apparently dissapearing. I gave the nice lady my phone number so she will call back ASAP (apparently).

Right now they don't know where it is That ain't good for a company heavily reliant on good logistics. If you don't know where every single pacakge is at all times, what good are you? Seriously?

I'd like to share my email of complaint:

Code:

Hello,

I was expecting a parcel to be delivered yesterday afternoon, and while
I was in the house a card was slipped through my door saying I had
missed my delivery.  If the driver had made an attempt to alert me of
their presence I would not have missed the delivery.  However I am
willing to accept that I simply didn't hear the doorbell, although that
is a fairly unlikely circumstance given that I was less than 10m from
the door.  

The yellow card stated that the delivery would be re-attempted tomorow.
The driver was x route xx and they called at 3:05pm on the 20th. I
have been in my house for the last 24 hours waiting for the package,
listening very carefuly for any inidication of a delivery.  

I am also slightly concerned that the card has a time written on it
after the website reports the delivery was attempted.  The discrepancy
is 3 minutes, but surely the two should be syncronised - or at least the
time reported on the website after the note has been written.  It's
almost as if the card was written before arriving and reported on
arrival before attempting to make the delivery. Of course I don't have
knowlege of how your system works, but this seems odd.  

No delivery has come, and I have been on hold on your customer service
line for the last hour.  I'm surprised that you're still open at this
time, and even more surprised that all the lines are busy!  Perhaps
there are no lines available because there are no people manning the
phones?

The best part is that my house is 1.3 miles (driving distance) from your
depot.  Surely "one of the largest and most successful delivery company
in the country" could deliver a parcel on time when the delivery point
that is a short walk away from your depot?  It appears that even though
you can "deliver to 96% of the world's population", you can't deliver to
someone down the road.  

According to your online tracking system, my pacakge has been "loaded
onto a van" since 0741.  As far as I can tell it has been on a tour of
route 19 twice for no good reason.  

I really don't feel this is acceptable for Next Day service.  If I was
told that I would have to pick it up from the depot, I would be more
satisfied, but I was told to expect a delivery today, and it has not
come.  It is a waste of my time and a waste of your time.  

Thank you,

Chris Roberts

p.s. as a side note, the intermittant "Your call is important to us"
message while on hold is exceptionally irritating.  Especially as it
inturrupts the other speech randomly.  

 

Oooooh great email

 

Well don't be surprised if it is.

Like my I.S.P. - when they don't wanna talk to you, you just get the "We know your time is valuable....yadda, yadda" b.s. "If you want to leave a message… Please press 1" Of course if you fall for that bit too, they never ring back.

 

Well, the nice lady hasn't rung back yet. You think she's been put on hold by the depot too? Screw it, I'm just going to go over there and have a go at them! Honestly, its just not on!

I know its near Christmas and they're getting a load of deliveries and they're short staffed - but really thats no excuse to alienate their customers.

To rub salt in the wound I can't even talk to someone to organise picking it up. I've got no choice but to go over there and pick it up under my own steam without letting them know.

I can understand, its near Christmas, they're understaffed, and they've got a high volume of packages - but sending the entire staff out to make deliveries, leaving nobody to answer the phone just isn't the way to do it! If you can't do all the deliveries with your normal staff, then just phone some of your closer customers (surely they have that information close to hand) and say that they will need to pick their package up. That will irritate people, but it means you can still conduct business properly - i.e answering the phone! At least they know everyone will get their package, eh?

 

Nice Email,to the point with a nice condisending tone I'd love to see your watchdog email

 

Take you chair and a good book and drink , then camp out in their office till you get satisfaction. Have an old fashoined sit-in

 

Rikky I'd love to show it to you, but seems I didn't save a copy!

I got my package in the end, only because I went to the place and demanded to know what the hell was going on (which I've recorded on my mobile phone).

If the BBC asks for it, that'll be going off!

 

Glad to hear you finally got your package.

Gal

I am still waiting on one that is in transit. Supposed to have reached me by Monday, and still no word.

 

Hehe, nice going Goldy

 

I just wanna say as i work for an isp, we have a similar thing, leave a message and we will call you back, but we get so busy its often a day or two later we actually get to call people back, not to mention 95 percent of the time people who leave messages speak so fast or don't give phone number or other needed info. Not saying thats your case phantom, but keep that in mind.

 

Was it still on the van?!?

 

Funnily enough no. It seems that they neglected to update their tracking system (CLAM ) when they brought it back to the depot. Fools.

 

Bah!, if that was the only complaint, then maybe I'd say "fair enough", but it's not. Before the takeover, there was only one screwup that was definitely their fault in the three years or so I've been with them. Despite that, I was pretty happy with them. And yup, one of my closest friends works at the help desk there, so I happen to know what I'm on about. I also work with internet and networks everyday for a living.

For $137.50/month (I'm on a premium business account), I expect a little better than to have my username and password constantly changed without reason or notification, having the network being constantly interrupted for hours, or half a day at a time almost daily without any warning, being told lies and general b.s. when I ask what's going on, isn’t what I call great service. So if I complain, I have every reason to. Not pointing the finger at I.S.P's in general, just the lazy, lying idiots that have taken over my I.S.P.

Suffice to say they themselves have admitted they've screwed up by giving everyone a week's service for free. They’re loosing customers by the droves, so it seems.



@ Goldy well I hope you've eventually got your package by now!