Anyone work for DPD or know how they operate?

Rocker · 20 Dec 2010 at 17:18

I have been waiting for a parcel from DPD since the 7th of December now. I understand the snow etc has cause a major backlog but according to the DPD website for my area the delay should only be around 4-5 days - this has been the case since the 8th of December when the tracking status of the parcel changed!

I have phoned DPD twice now and continue to get different stories, the status of my parcel is - Your parcel has been received at our sortation hub - Hub 3.

I was told by the first guy that the parcel was in Edinburgh and should be out for delivery the next day, he informed me that I should check the status in the morning and if it wasn't I was to call back; checked the next morning no change.

So I phoned again and the woman told me that that was incorrect I should never of been told that. She informed me that she was unaware of where my parcel was and that by looks of it, it may have arrived at the Edinburgh depot but it has still not been scanned, therefore it could be sitting on a taller. She was utter useless and couldn't give me a time or date etc. When I questioned the fact that they were only meant to be 4-5 days behind she almost stuttered and couldn't think of an answer/excuse.

I can't help but feel they are fobbing me off with rubbish! Anyone have any ideas or suggestions what I should do?

I understand the weather has caused major issues, but I have been waiting on this since the 7th now and the status hasn't changed since the 8th, I'm not sure I believe that it hasn't been scanned or received at the Edinburgh depot by now!

EDIT: From what I know, the parcel was sent from Glasgow being delivered to me in Perth.

andicole0 · 20 Dec 2010 at 17:22

I collected my delayed parcel from DPD, emailed them and asked, got a phone call back and went to collect. Mind you if they can't deliver will you be able to collect?

Andi.

Rocker · 20 Dec 2010 at 17:23

andicole0 said:
I collected my delayed parcel from DPD, emailed them and asked, got a phone call back and went to collect. Mind you if they can't deliver will you be able to collect?

Andi.

I could collect easily enough and am willing to collect, but the useless woman I spoke to informed me that I could not collect it as it had not been scanned in at the Edinburgh depot yet and therefore they did not know where it was so I could not collect it!

Westyfield2 · 20 Dec 2010 at 17:24

http://forums.overclockers.co.uk/showthread.php?t=18214038

Lots of people with stuff waiting in Hub 3.

andicole0 · 20 Dec 2010 at 17:26

Rocker said:
I could collect easily enough and am willing to collect, but the useless woman I spoke to informed me that I could not collect it as it had not been scanned in at the Edinburgh depot yet and therefore they did not know where it was so I could not collect it!

Slight problem there then, have DPD not stopped delivering in Scotland all together or is that just accepting new deliveries.

You'll need to keep checking/emailing/ringing I'm afraid. Remember you're not alone I too have a parcel somewhere in transit since 8th Dec. It's even been on a van since the 15th !!

Andi.

Rocker · 20 Dec 2010 at 17:34

Hub 3 is in birmingham sorting 45,000 parcels an hour!! There must be a hell of a backlog!

If I knew it had to go to birmingham when it only needed to travel 60 odd miles to get to me in the first place, I think I would have just picked it up!

Lopéz · 20 Dec 2010 at 18:13

andicole0 said:
Slight problem there then, have DPD not stopped delivering in Scotland all together or is that just accepting new deliveries.

You'll need to keep checking/emailing/ringing I'm afraid. Remember you're not alone I too have a parcel somewhere in transit since 8th Dec. It's even been on a van since the 15th !!

Andi.

I believe they have ceased Scottish linehaul totally, but that information is from my customers who also use DPD so may not be wholly accurate.

We are still servicing all areas, though our service level guarantee remains suspended for the UK and also our European air network due to the extreme weather in Belgium where our air hub is located.

The likes of Rypt will no doubt be stunned to learn that yes, other countries get affected by the weather too, it's not just us in the UK being incompetent.

matthab · 20 Dec 2010 at 18:15

Well ive been told by a guy who works at DHL that Business deliverys are on priority. I ordered some new HD's Friday and they have arrived today at my place of work.

Edit: Take it back, looks like the driver signed for it himself and took it back to base. I think i followed him on the way home.

Lopéz · 20 Dec 2010 at 18:27

matthab said:
Well ive been told by a guy who works at DHL that Business deliverys are on priority.

I'd say this is broadly true. Business delivery areas are significantly clearer than residential streets and estates so it makes sense to prioritise them.

A number of our depots had plans for Saturday and Sunday deliveries almost exclusively to residential addresses but in a lot of areas further adverse weather put paid to that.

atpbx · 20 Dec 2010 at 18:28

The bird on the end of the phone can only tell you what the computer in front of her says.
She wont and cant be expected to have complete first hand knowledge of the movement of every parcel in the network.

You live in scotland, its snowing, Scotland is terrible in the snow, why are you surprised?

Lopéz · 20 Dec 2010 at 18:34

atpbx said:
The bird on the end of the phone can only tell you what the computer in front of her says.
She wont and cant be expected to have complete first hand knowledge of the movement of every parcel in the network.

You live in scotland, its snowing, Scotland is terrible in the snow, why are you surprised?

Exactly

I've got masses of information, depot by depot breakdowns and reports, access to the driver messaging systems etc and I still don't know what's going on with every con and whether or not it's likely to fail, so your average customer service bod at most couriers isn't going to have any more than the vaguest idea as to what's going on.

Some depots are receiving trailers in and not even opening the shutter doors. So you immediately have a dead end in the scanning which means anyone looking at the system is as clueless as you are.

Haze · 20 Dec 2010 at 18:38

if u have been w8in since the 7th... i would get in contact with the place u got the order from and get them to give DPD some jip,,