topic Re: DPD Vs EE in Orders

DPD Vs EE

Squad23 — Sat, 07 Jan 2023 10:47:05 GMT

Hello

i have now been waiting a week for my phone to be delivered. Tracking states it’s in DPD hub at Stoke and the delivery date keeps changing. DPD cannot get through to their Stoke depot and EE are refusing to speak to their own delivery service as they state it’s ‘policy to not call DPD’

how can EE refuse to ring them, I am not interested in what distribution channels they use, my contract is with ee (not DPD) so EE can and should sort this.

anyone else had this issue, need the phone and at this rate it will be May!

Re: DPD Vs EE

Squad23 — Mon, 02 Jan 2023 22:04:49 GMT

Hello

i upgraded my phone this morning on a call with 150 and they stated I would receive a confirmation email. I have still not received the email. I have checked junk etc. How long do confirmation emails take? I cannot track order as I have no order number.

please help!

Re: DPD Vs EE

Katie_B — Tue, 03 Jan 2023 09:01:24 GMT

Hello @Squad23.

Welcome to the community.

Since your post have you received any update or confirmation regarding your order?

Katie

Re: DPD Vs EE

Northerner — Sat, 07 Jan 2023 11:29:09 GMT

Hi @Squad23

DPD have backlogs thanks to other strikes. That simple. You'll just have to wait.

EE calling them will make no difference.

Thanks

Re: DPD Vs EE

Leanne_T — Sat, 07 Jan 2023 12:31:59 GMT

Hi @Squad23

I'm sorry to hear this.

Once DPD have a delivery set up for you they will be in touch to let you know when this will be.

I hope you get your device soon.

Leanne.

Re: DPD Vs EE

Squad23 — Sat, 07 Jan 2023 20:33:04 GMT

Thank you for such a helpful response. It has nothing to do with a backlog. We had a delivery from a different company through DPD and it came next day. If the distribution channels that EE choose to use are not fit for purpose, that is not my problem and is an issue that needs to be addressed by EE at an operational level.
DPD is a logistic company and if they cannot foresee an increase in demand at this time of the year, clearly their systems do not work. They have lost the phone at the warehouse, simply as that.
But as I said earlier, thank you for your helpful response.

Re: DPD Vs EE

Squad23 — Sat, 07 Jan 2023 20:34:05 GMT

They have lost the phone, so cannot deliver it.

Re: DPD Vs EE

Squad23 — Sat, 07 Jan 2023 20:35:03 GMT

No, still no confirmation email or phone.

Re: DPD Vs EE

Leanne_T — Sun, 08 Jan 2023 07:15:32 GMT

Hi @Squad23

Have DPD confirmed the device has been lost?

Leanne.

Re: DPD Vs EE

Squad23 — Sun, 08 Jan 2023 13:38:52 GMT

To me, yes. But now got to wait the 72 hours for them to admit it to EE.

Thanks

Re: DPD Vs EE

Leanne_T — Sun, 08 Jan 2023 13:40:53 GMT

I see @Squad23

Please get back in touch with us on 150 and the team will get this looked into for you.

Leanne.

Re: DPD Vs EE

Squad23 — Sun, 08 Jan 2023 13:41:11 GMT

Dear Leanne

yes, they had admitted it’s lost over the phone to me, but I know need to wait a further 72 hours for DPD to admit it to EE, before they will send out another phone.

Re: DPD Vs EE

Squad23 — Sun, 08 Jan 2023 13:44:52 GMT

Leanne, I spoke to the team yesterday, who have started the lost parcel process but stated DPD have 72 hours to respond and we must wait . Is this not the case?

Re: DPD Vs EE

Leanne_T — Sun, 08 Jan 2023 14:08:07 GMT

If this has been started this is the correct process and can take time to get all the information needed @Squad23

Thanks.

Leanne.