DHL either lying or incompetent

[mothman71]

My PC was dispatched friday morning, i didnt pay for saturday delivery therefore it should have arrived today. I took the day off work and sat in my front window seat all morning awaiting delivery ( very excited about my new pc ). Around noon i again checked the tracking number for my package and it had been updated at 11.12 saying 'no one to recieve left card' !!!! My eyes haevnt left my front window all day and I have no card !!!
Rang DHL who said 'yes, the driver called at 11.12 there was no one in' I argued with the woman on the phone telling her i have not for one moment left my house this morning and no card whatsoever has been posted through my door. So she took my number and said she would contact the depot.
Still no reply....still no PC.
I have been very impressed with PCSpecialist up to now but guys....DHL are letting you down bigtime.
So tomorrow i have to go to work, if the DHL man calls tomorrow....and i mean really calls this time not a fantasy visit....ill miss it. So then ill have to call and rearrange.
This has really put the dampers on my purchase.

 

[JakAttack]

Good afternoon Mothman.

I have contacted DHL today to reiterate your frustration at the card being left message and they are due to contact me HOPEFULLY within the next hour or two. I will post a reply here and PM you when I have a response, usually they have a valid reason and they leave this message because it's the only box they have to tick, but it does not do you or me any favours I'm afraid.

Hopefully we will get an amicable solution for you, if the worst comes to the worst you may be able to pick it up from a depot if this is applicable to you, it's not perfect, but should get it sorted.

 

[Rakk]

I have been very impressed with PCSpecialist up to now but guys....DHL are letting you down bigtime.

To be honest all the couriers are the same, none of them are better than the others.
Hopefully Jak will get a response soon.

 

[Pete]

DHL either lying or incompetent

What we have to pick ??! That's like being Charlie Sheen and being forced to pick a girlfriend, it's both surely. Winning!

 

[Gorman]

This forum must remain a sheen free zone.

 

[JakAttack]

no luck with DHL afraid, I've bullied them the best I can but no victory here I'm afraid, I believe it was too late on in the day to rearrange delivery.

I can't comment on our anti-DHL posts, we use them so I have to call them good, an 99.9% of the time it's fine. This has been a very unlucky case and I'm sorry it hasn't turned out in your best interests

 

[Pete]

ahh come on, it was funny, admit it you smiled.
I was only joking of course, i'm sure all delivery co.s are the same.
gesh this back peddling is quite a work out!

 

[mothman71]

Well thanks for trying. I know its not pcspecialist fault but im really not happy about this. If DHL had called and said 'hey, we dont have any deliveries in your area today do u mind if we leave it til tomorrow'. Id have thought them a bit crap but at least theyd have communicated. As it stands there is driver who is a bare faced liar. He did NOT try to deliver my package today and he did NOT post me a card when he was unsuccesful. So he either decided he didnt want to do it today and changed the order to make it look like he had tried, covering his own laziness. Or he tried to deliver my new £1000 computer to the wrong address. My own complaints to DHL didnt even get a response. So who is the customer here and who do they owe a responsibility to?
As i said i know this isnt pcspecialist.co.uk's fault and do appreciate you contacting them. I hope if more incidents like this occur you will take serious umbrage with DHL cos at the end of the day you have paid them to do a job that they have bungled. And they get away with it...im sure it isnt the first time.
And when we customers think back to our last pc purchase we remember and judge the whole process until it is delivered to our door.

 

[DeadEyeDuk]

Its the old dilema for companies. Either stick with the delivery bods that you use and deal with the problems, or spend money moving to another delivery company only to find exactly the same problems, and sometimes worse!

When ive ordered stuff from M&S, HDNL have been both great and rubbish. End of the day, more often than not a delivery copmany will be good, or else they wouldnt still be in business

 

[JakAttack]

In response to Pete, I may well have done, but I have to take the serious nature of the customers question into play And as it is bad news even more so

We're currently on our 3rd delivery company and they've all been very similar.

I have processed a complaint for you Mothman but i'm not sure how far it will go I'm afraid, if you give them a call/send them a letter and lodge an official complaint that might be a good thing to do but it won't get you your PC any faster I'm afraid, I just wish it was better news.

 

[Gorman]

Indeed they have let us down. The general theme here is correct, they are all as bad as each other because its down to the individual drivers and not the courier company as a whole, and that driver will have good days and bad.

DHL are not our first courier company and the last was exactly the same, although the last one did "lose" more machines.

 

[mothman71]

there has been no card left !!! there is no message card at my home address and as i said i have been sat waiting all day!!! so i dont know where they have left a card but its certainly not at the correct address.

 

[Pete]

I think that is a ploy by the driver (and yes i'm sure all companies do it) if they're not going to make their quota that day or if thay can't get to you by the end of the day, they'll say they've called but you were out.

 

[JakAttack]

I understand completely mothman, and I'm sorry to sound so useless. I don't know what their exact reasons are and I can't comment on them. If I can do anything else to help let me know.

 

[CaseSensitive]

Hi mothman71

I think I'm the first one in this thread to say you're bloody well right to be annoyed !! I'd be livid !

Yes... things can happen on a delivery round. Diversions, accidents, driver can't be arsed... The point is, as you have made, that you took time off work to receive your package. That it wasn't delivered is bad enough, that you were lied to and treated as so much canon fodder by the courier company is worse.

I'm not sure what form Jak's complain on your behalf took but I hope it was sent in the sternest possible tones. Yes... it wasn't PCS' fault that you didn't get delivery today but mud sticks !!

Hope it arrives soon mate.

CS

 

[JakAttack]

I'm not kind to DHL when they muck up, the complaint was professional and did not give them any 'slack' for possible explanations, at the end of the day it's unacceptable, and I agree he has every right to be annoyed, I just feel a bit useless as DHL will only do what they do, and none of my badgering has resulted in anything today.

 

[CaseSensitive]

That's exactly what I wanted to hear from you Jak.

DHL are somewhat of a giant in their industry and it takes an awful lot of stick from "smaller" users to get them to sit up and take notice. But.... you know what they say. Every journey starts with a single step.

All it takes is 10, 20 or 100 companies like PCS to complain and/or remove their business to get these so called giants to take notice.

Let them know in no uncertain terms that they messed up. Let them know you're not prepared to allow their sloppy working practices tarnish your good name. Most of all, let them know you won't tolerate them lying to your customers !

Geeeeeezzzz I almost feel the need for an orchestra and choir lol

ok.... You know what I mean !!

 

[Maestro]

Guys and Gals, please dont forget it is not DHL any more. DHL have no domestic delivery business in the uk anymore. They sold the entire domestic courier business last year to HDN for £1 plus debts. Some of the uniforms might still say dhl, some of the truck might still say dhl, but it is not dhl who are dleivering your parcels. The new company formed by this buyout is called YODEL.

Our courier who collects your computers everyday, turned up in his new YODEL uniform today, and the new trucks are being rolled out over the next few months.

So, when there is an issue with delivery, its not DHL's fault anymore its Yodel's

http://www.yodel.co.uk/

 

[DeadEyeDuk]

I knew HDN would be involved!!! Usless lot

 

[pengipete]

To keep it in proportion, only a small portion of PCS's customers join this forum and only a small portion of those report any sort of problem with the couriers. As it's in the nature of support forums that they attract people with problems in disproportionate numbers to the total customer base, it's clear that issues with the couriers are actually very rare.

I've dealt with various couriers over the years both domestically and at work or in my own businesses and I've had my share of disappointments but overall I'd say they are all basically reliable. Unfortunately, mistakes happen and individual members of staff can let them down but that applies to any business.