Don't use a 3-letter palindromic courier
Posted: September 26th, 2021, 1:17 pm
On thursday I ordered an item for delivery to my mum. Paid £5-95 for next day delivery. Shipped within hours and I got a tracking number.
01:00 on friday and the courier's website showed it was in transit from the courier's hub to the local depot. Fine.
19:10 on friday, and it was in transit from a different hub to the local depot. Confusing.
Since then, no activity
Looked at the courier's website and had great trouble finding out how to chase this up. Finally found an online chat facility.
Me: Where's my parcel?
Them: It's on the way to our depot
Me: I know that, but it's been like that for a couple of days, and it's late
Them: Please download our app for more detail
Me: I can see all of the transactions, I want to know where the parcel is and when it will be delivered
Them: It's on the way to our depot
Me: I would like to talk to somebody
Them: Our office is closed until 09:00
So, I was chatting to an AI system (though perhaps missing the I)
Found a phone number.
15 minute wait to get through, with "Your call is very important to us" every minute or so.
"Hello, can I help you?" click, beeeeeeep
Phone again, another 15 minute wait.
"Hello, can I help you?"
Me: Where's my parcel?
Them: Please download our app
Me: I don't need your app, I can see all of the tracking details on your website
Them: Oh, the internet isn't very good, our app is much better
Me: WHAT??? Your website isn't accurate?
Them: Oh, it's accurate, but our app is better
Me: Look, where's my parcel? I can see that the last transaction was 19:10 on friday
Them: Looks like it's lost. Please contact your supplier
Me: Why do I need to contact the supplier. You know you have the parcel. Can't you search it?
Them: We acknowledge receipt of the parcel from the supplier, we know we have lost it, but we can't do anything until the supplier contacts us. We can't take instructions from you
AAARRRGGGHH! At least they didn't blame it on the lorry driver shortage.
And the supplier is closed for the weekend.
To think, we pay for this "service"
--kiloran
01:00 on friday and the courier's website showed it was in transit from the courier's hub to the local depot. Fine.
19:10 on friday, and it was in transit from a different hub to the local depot. Confusing.
Since then, no activity
Looked at the courier's website and had great trouble finding out how to chase this up. Finally found an online chat facility.
Me: Where's my parcel?
Them: It's on the way to our depot
Me: I know that, but it's been like that for a couple of days, and it's late
Them: Please download our app for more detail
Me: I can see all of the transactions, I want to know where the parcel is and when it will be delivered
Them: It's on the way to our depot
Me: I would like to talk to somebody
Them: Our office is closed until 09:00
So, I was chatting to an AI system (though perhaps missing the I)
Found a phone number.
15 minute wait to get through, with "Your call is very important to us" every minute or so.
"Hello, can I help you?" click, beeeeeeep
Phone again, another 15 minute wait.
"Hello, can I help you?"
Me: Where's my parcel?
Them: Please download our app
Me: I don't need your app, I can see all of the tracking details on your website
Them: Oh, the internet isn't very good, our app is much better
Me: WHAT??? Your website isn't accurate?
Them: Oh, it's accurate, but our app is better
Me: Look, where's my parcel? I can see that the last transaction was 19:10 on friday
Them: Looks like it's lost. Please contact your supplier
Me: Why do I need to contact the supplier. You know you have the parcel. Can't you search it?
Them: We acknowledge receipt of the parcel from the supplier, we know we have lost it, but we can't do anything until the supplier contacts us. We can't take instructions from you
AAARRRGGGHH! At least they didn't blame it on the lorry driver shortage.
And the supplier is closed for the weekend.
To think, we pay for this "service"
--kiloran