Trying to get a package from DHL: An exercise in futility
Angst levelModerate
Anger levelHigh
Geekery typeSociety
Geekery levelLow
MusicBelinda Carlisle
I ordered a new phone from O2. I normally have delivery problems with CityLink (if you don't live in a town or city they'll pretty much just refuse to send it to you), so I was fairly happy to see that this time I'd be dealing with DHL.
I ordered it on Wednesday 25th May, and paid an extra £3 to ensure that it would be delivered on Friday because I was going home on the Saturday for two weeks, so I really needed it then. The saga begins.
Day 1 - I was in all day. Guess what? They fail to deliver it. I still haven't had an actual reason from them yet. Called up. Was told that if I went to their depot the following day I'd be able to pick it up directly. Not happy, but it's not like I have a choice.
Day 2 - Get picked up to go home, and drag my father out to their depot in the middle of nowhere that's nearly impossible to find. Discover that my phone has passed to another courier. This is a small company who do a certain amount of work for DHL and operate under their name, but have a much smaller infrastructure. They're going to deliver it that day. That's great, but I'm not going to be there. I try calling them, but it's a Saturday and there's no answer.
Day 4 - Called up DHL's main office on the Monday to find out that their records show an attempted delivery on the Friday (day 1). Well, that's a blatant lie. Interesting. Eventually got through to the courier who agreed to keep it for the two weeks I'm away (a nice change from CityLink, who will only hold a package for a maximum of five days regardless of the situation). Arrange delivery for Tuesday 14th June.
Day 18 - It's due to be delivered tomorrow, so I call up to check that there are no last-minute problems. Guess what? The woman who's got my phone and has had it for the last two weeks has gone on holiday, knowing that she's got to deliver it tomorrow. I'm told that she might deliver it tomorrow evening after she gets back.
Day 19 - The big day. No surprises, it isn't delivered.
Day 20 - Called them up again. Got through on the fourth or fifth try. Am told that she'll be delivering in the evening (from about 5pm - 9pm ish). I get home at around 4.15pm to find a card from her saying that she attempted delivery at 4pm. ("What the hell?") It's got her home number on it, so I call it. If I want it, I can go and pick it up from her she says, giving me her address. It's a half-hour walk, but what other choice do I have?
Three weeks. It's quite astounding, really.
I've been in contact with O2, who are going to refund me the extra £3 postage I paid and ensure that my contract doesn't start until the date I actually got the phone. There's not really much more they can do, since it wasn't their fault. The best I can hope for is that they get enough complaints about DHL to find another courier (or tell them to get their act together).
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