get in contact with ocuk today before 16:00

Dave M · 20 Dec 2015 at 14:07

Vanquish-Storm said:
Do DPD not scan parcels onto the van to match the manifest at OcUK when collecting?

No, it's a big trailer that gets left on our dock, we load pallets through the day and they turn up with a truck to pull it at night, leaving us an empty for the next day. The parcels all get loaded onto a conveyor at one of DPD's hubs and a fancy scanner on the conveyor scans every parcel as it goes through the system. It's very clever really.

Re the OP's parcel, if a hub scan is on the tracking at about 6.30pm tonight, it sat in the trailer outside dpd's hub all night, if it doesn't get a scan until monday 9pm, it was packed at ocuk too late to make the pull.

There is no collection between Saturday 4pm and Monday 7pm, so if it goes into dpd's hub tonight it just got processed when the Sunday night shift came in. Before DPD introduced the Sunday service, this was the norm for all Saturday collections.

koolpc · 20 Dec 2015 at 14:28

OcUK are correct.

Swordfish · 20 Dec 2015 at 14:34

Vanquish-Storm said:
Do DPD not scan parcels onto the van to match the manifest at OcUK when collecting?

They scan as they collect.

Brizzles · 20 Dec 2015 at 14:49

Parcel arrives late in week before Christmas Shocker !

Annoying, Yes

OMG End of the world , No

It happens, you'll get a refund for late delivery

The_One · 20 Dec 2015 at 14:53

Just be glad they don't use yodel

Caged · 20 Dec 2015 at 15:32

Just chiming in to say that reading this:

Contact Us

We would like to make the process of getting in touch with Overclockers UK as simple as possible. Below you will find full details of the various methods of contact available to you.

If you are purchasing on behalf of a business, school or university, find out more about opening an OCUK business account and how we can help you. If your business is in the computer trade, buying IT products to resell or build into systems for resale, then contact our distribution team at Caseking UK.

Opening Times
Weekdays: 8:30am - 5:30pm
Saturday: 9:00am - 5:00pm
Sunday: 10:00am - 4:00pm (December 6th, 13th, 20th only)

In no way reads like the Sunday opening hours are providing any fewer services than at other times.

LoadsaMoney · 20 Dec 2015 at 16:41

Should have on that the phone lines are closed on a Sunday.

Imagine the amount of people trying to ring them, i bet some spend all day trying.

Vanquish-Storm · 20 Dec 2015 at 17:50

Dave M said:
No, it's a big trailer that gets left on our dock, we load pallets through the day and they turn up with a truck to pull it at night, leaving us an empty for the next day. The parcels all get loaded onto a conveyor at one of DPD's hubs and a fancy scanner on the conveyor scans every parcel as it goes through the system. It's very clever really.

Re the OP's parcel, if a hub scan is on the tracking at about 6.30pm tonight, it sat in the trailer outside dpd's hub all night, if it doesn't get a scan until monday 9pm, it was packed at ocuk too late to make the pull.

There is no collection between Saturday 4pm and Monday 7pm, so if it goes into dpd's hub tonight it just got processed when the Sunday night shift came in. Before DPD introduced the Sunday service, this was the norm for all Saturday collections.

OcUK must be too big to have the procedures we have then.

With all of our carriers (DPD included) theres a manifest that the driver and our warehouse team use to ensure that what we say is going on a lorry goes on the lorry.

If you are loading pallets (wrapped?) of parcels onto a truck I can see where discrepancies can occur without you knowing is in in your warehouse or DPD's depot.

Columbo · 20 Dec 2015 at 18:13

Swordfish said:
They scan as they collect.

If you are an SME yes but if you any bigger then no, its simply not economically viable to do so.

We send anything between 18-20 40ft trailers + sprinter vans every day via DPD and do not scan every parcel onto the trailer. Every parcel is scanned automatically into a cage via our parcel sorter, this cage is then scanned to the trailer by our loading team. When it leaves we ship that trailer off our WMS which generates an EDI between us and DPD and also triggers the comms to the customer.

Vanquish-Storm · 20 Dec 2015 at 23:21

Columbo said:
If you are an SME yes but if you any bigger then no, its simply not economically viable to do so.

We send anything between 18-20 40ft trailers + sprinter vans every day via DPD and do not scan every parcel onto the trailer. Every parcel is scanned automatically into a cage via our parcel sorter, this cage is then scanned to the trailer by our loading team. When it leaves we ship that trailer off our WMS which generates an EDI between us and DPD and also triggers the comms to the customer.

Using this procedure you would be able to tell (or at lwast have sone idea) if DPD had received the parcel. The way Dave has replied it seems that OcUK are not too sure where the parcel is.

Lopéz · 20 Dec 2015 at 23:27

Vanquish-Storm said:
OcUK must be too big to have the procedures we have then.

With all of our carriers (DPD included) theres a manifest that the driver and our warehouse team use to ensure that what we say is going on a lorry goes on the lorry.

If you are loading pallets (wrapped?) of parcels onto a truck I can see where discrepancies can occur without you knowing is in in your warehouse or DPD's depot.

Lots of our customers have the same setup as OcUK do with DPD. Most of those who do this don't even go via the local depot, they are trunked direct to hub bypassing that first stage. You do get the odd discrepancy like this though, because there are assumptions made on both sides (in the event of a delay the courier assumes the sender never despatched it and the sender assumes the courier lost/delayed it)

Some customers are notorious for producing data but not handing over the matching freight.

Dave M · 20 Dec 2015 at 23:48

Vanquish-Storm said:
Using this procedure you would be able to tell (or at lwast have sone idea) if DPD had received the parcel. The way Dave has replied it seems that OcUK are not too sure where the parcel is.

We know exactly where it is, but as the OP seemed disbelieving of what he was being told I didn't want to sound too over bearing.

On a week day every parcel goes on the truck, on a Saturday some despatches are scanned after the truck is gone but it's quite clear from the time and station if it had left or not. Of course mistakes still happen.

p.s. the OPs parcel got it's hub scan this evening, so the truck that pulled on Saturday was not processed until Sunday. Not great and something ocuk will need to take up with dpd.

Columbo · 21 Dec 2015 at 06:26

Vanquish-Storm said:
Using this procedure you would be able to tell (or at lwast have sone idea) if DPD had received the parcel. The way Dave has replied it seems that OcUK are not too sure where the parcel is.

Not quite true.
As an example if one of our loaders has a 'special' moment, scans the cage to the lorry but doesn't put it on then to us and the customer it looks like its left, DPD have been told to expect it but then never receive it.

Once the EDI is closed at DPD's ends this can trigger the 'we have not received your parcels from supplier' comms and the confusion starts between us and them.

Vanquish-Storm · 21 Dec 2015 at 10:01

Dave M said:
We know exactly where it is, but as the OP seemed disbelieving of what he was being told I didn't want to sound too over bearing.

On a week day every parcel goes on the truck, on a Saturday some despatches are scanned after the truck is gone but it's quite clear from the time and station if it had left or not. Of course mistakes still happen.

p.s. the OPs parcel got it's hub scan this evening, so the truck that pulled on Saturday was not processed until Sunday. Not great and something ocuk will need to take up with dpd.

Ah sorry, I see what you mean. Just the way you gave two scenarios of it is gets scanned a X or if it gets scanned at X made out that you was not too sure, but I guess you had to give the OP all eventualities.

Columbo said:
Not quite true.
As an example if one of our loaders has a 'special' moment, scans the cage to the lorry but doesn't put it on then to us and the customer it looks like its left, DPD have been told to expect it but then never receive it.

Once the EDI is closed at DPD's ends this can trigger the 'we have not received your parcels from supplier' comms and the confusion starts between us and them.

But if the cage has not gone onto a lorry you would have a cage in the warehouse just sat there. Surely someone would pick that up and then you would then know where those parcels are? The customer may get the tracking and believe the parcel to be with DPD but your warehouse would know this not to be the case.

BTW I still believe OcUK have one of the best customer support experiences.

Lopéz · 21 Dec 2015 at 12:32

Vanquish-Storm said:
But if the cage has not gone onto a lorry you would have a cage in the warehouse just sat there. Surely someone would pick that up and then you would then know where those parcels are? The customer may get the tracking and believe the parcel to be with DPD but your warehouse would know this not to be the case.

I can't speak for OcUK but....

All too often, warehouses don't do masses of comms back and forth with the rest of the business.

One of my major clients had a routine that would go like this (multiple times a week, generally daily)

Sender - "This definitely went, we have CCTV of the warehouse loading it to your vehicle"
Me - "Are you absolutely sure? I've got data but no scans"
Sender - "ABSOLUTELY SURE, the warehouse have confirmed it went 100% SEARCH EVERYWHERE, LEAVE NO STONE UNTURNED!!!"

Hours later...
Sender - "Er, actually it's still here, we've found it. Sorry for wasting literally hours of your day

"

Columbo · 21 Dec 2015 at 12:55

Vanquish-Storm said:
But if the cage has not gone onto a lorry you would have a cage in the warehouse just sat there. Surely someone would pick that up and then you would then know where those parcels are? The customer may get the tracking and believe the parcel to be with DPD but your warehouse would know this not to be the case.

BTW I still believe OcUK have one of the best customer support experiences.

Unfortunately we also use 16 other carriers across 48 loading bays all of which are loaded with cages, 1 being left off a lorry doesn't become immediately obvious until its too late.

neil_g · 21 Dec 2015 at 13:07

Vanquish-Storm said:
OcUK must be too big to have the procedures we have then.

With all of our carriers (DPD included) theres a manifest that the driver and our warehouse team use to ensure that what we say is going on a lorry goes on the lorry.

If you are loading pallets (wrapped?) of parcels onto a truck I can see where discrepancies can occur without you knowing is in in your warehouse or DPD's depot.

Dave M said:
No, it's a big trailer that gets left on our dock, we load pallets through the day and they turn up with a truck to pull it at night, leaving us an empty for the next day. The parcels all get loaded onto a conveyor at one of DPD's hubs and a fancy scanner on the conveyor scans every parcel as it goes through the system. It's very clever really.

Re the OP's parcel, if a hub scan is on the tracking at about 6.30pm tonight, it sat in the trailer outside dpd's hub all night, if it doesn't get a scan until monday 9pm, it was packed at ocuk too late to make the pull.

There is no collection between Saturday 4pm and Monday 7pm, so if it goes into dpd's hub tonight it just got processed when the Sunday night shift came in. Before DPD introduced the Sunday service, this was the norm for all Saturday collections.

work have the same thing with DPD and previously citylink.

load up an artic trailer, at the end of the day a cab rocks up swaps full with empty trailer.

tracking starts when courier unpacks the trailer and sorts the parcels through their hub.

russell664 · 21 Dec 2015 at 17:56

Lopéz said:
I can't speak for OcUK but....

All too often, warehouses don't do masses of comms back and forth with the rest of the business.

One of my major clients had a routine that would go like this (multiple times a week, generally daily)

Sender - "This definitely went, we have CCTV of the warehouse loading it to your vehicle"
Me - "Are you absolutely sure? I've got data but no scans"
Sender - "ABSOLUTELY SURE, the warehouse have confirmed it went 100% SEARCH EVERYWHERE, LEAVE NO STONE UNTURNED!!!"

Hours later...
Sender - "Er, actually it's still here, we've found it. Sorry for wasting literally hours of your day "

Out of question, APC by any chance?

fiveub · 21 Dec 2015 at 21:01

As far as I am aware, all is being resolved in the Customer Service forum. If anyone else has any issues, please do not hesitate to contact us directly and we will help you as soon as we can.