topic Re: DPD / EE Partnership Contract in Orders

DPD / EE Partnership Contract

talktogaz — Mon, 02 Oct 2023 09:21:31 GMT

Guys at EE.

Disappointingly, the customer journey between yourselves and DPD after an order is placed, has no ‘drop out’ process for when something goes wrong.
The unfortunate cadence being that a certain number of customers will have an awful experience and, when that happens, neither brand cares. Hard to swallow, but difficult to argue with.
This group of customers is also probably small enough that you are not worried about the regulator getting involved. So in the absence of integrity and, of course making a purely cost based decision, I can understand why EE chooses not to move to a courier with a better reputation and a higher standard of service.
Your poor customer service teams are powerless and in the middle of all this. Please have some minerals and remove access to support altogether for DPD related issues. Your staff should not have to demean themselves by apologising because of a business decision your company has made. They are not professional sorry sayers and, no slight on them at all, but the apology sounds somewhat hollow when the process around it shouts loudly … EE does not care!

Re: DPD / EE Partnership Contract

Christopher_G — Mon, 02 Oct 2023 11:47:08 GMT

Hi @talktogaz

Welcome to the community and thank you for posting about this.

What was the problem with your delivery? I'd like to feed this back to our relevant teams.

Chris

Re: DPD / EE Partnership Contract

AJSOX — Mon, 02 Oct 2023 12:42:03 GMT

I've had this issue this morning. Ordered a product to be sent to a store. Received order confirmation that it is going to the store, and that I will be contacted when it has arrived in store. Chased it up with customer service today and was told DPD tried delivering to my home last week. EE customer service said that delivering to store isn't an option on my product (despite three confirmations of it going to store and it being an option on the order system). Was advised to go to the DPD depot to try and collect it. The depot is 20 miles away and I do not drive. Seems like EE and DPD don't care about the order.

Re: DPD / EE Partnership Contract

Christopher_G — Mon, 02 Oct 2023 13:08:24 GMT

I'm really sorry to hear that, @AJSOX. Which product was it? Did DPD send any tracking information last week?

Chris

Re: DPD / EE Partnership Contract

AJSOX — Mon, 02 Oct 2023 13:19:05 GMT

It was a Samsung laptop. I didn't hear anything at all. I had to chase customer service as I didn't receive an order number, and when doing so was told it would be delivered on Monday (ie today). Only today when I checked to find the status was I told that it was sent to my home rather than store and I just have to go to the store and try my luck there to see if they have any in stock. CS said that this product cannot be sent to a store, yet that is still an option on the app right now.

Re: DPD / EE Partnership Contract

Christopher_G — Mon, 02 Oct 2023 13:51:15 GMT

OK, thanks @AJSOX

Were they able to give you a reference number? If so, are there any re-delivery options on the DPD app/website?

Chris

Re: DPD / EE Partnership Contract

AJSOX — Mon, 02 Oct 2023 13:53:34 GMT

Yeh they gave me a reference however I am not home during the week for delivery, and ordered to store specifically so I could ensure I had the product when needed, which has not happened. I can't really wait another 5 days to get it. It's just as much the lack of communication from EE and DPD as it is the item being sent to a different location to where I ordered it to, without apology.

Re: DPD / EE Partnership Contract

Christopher_G — Mon, 02 Oct 2023 14:59:13 GMT

I understand, @talktogaz. I'm sorry that you've had this experience. Did you open a complaint with our customer service team?
Chris

Re: DPD / EE Partnership Contract

talktogaz — Tue, 03 Oct 2023 16:59:40 GMT

Thanks for replying Chris.
The agent I spoke with mentioned they were raising a complaint, however, I was not told how long the complaint would take to investigate or whether I would receive a reply or any follow up action.
I presumed the agent had just marked the complaint as ‘resolved’ on the system because the awful service your customers receive from DPD is a known issue (lots of mentions on this forum) and, short of changing your courier relationship, I don’t see what EE can do about it.
I received a very hollow ‘the relevant teams will look into it’ response, which teams? What will they do? Will my problem be fixed?
selfishly, as the customer that’s all I care about isn’t it? It’s nice to give your company ‘feedback’ but that doesn’t really resolve my problem.
It was an Apple Watch ultra 2. It’s probably back with you guys by now so when it’s scanned in the warehouse can you get someone from EE to actually phone me? Last time I had to chase it all up myself (again, a lovely experience for your customers) and wait 50 minutes on hold.

you’re lucky I want to retain my relationship with EE (the rest are all as bad as you so what point is there switching networks?). I’ve been loyal for 12 years, my bill is in the hundreds every month and it’s paid without fail, I have 4 lines on my account. What about me as a customer screams ‘treat me badly?’

Re: DPD / EE Partnership Contract

James_B — Tue, 03 Oct 2023 17:23:07 GMT

Hi @talktogaz,

The Customer Care Agent has done the right thing in raising a complaint on your behalf. Our complaints team will contact you directly as soon as they've looked into the issue with your delivery.

What happens next with your order will depend on the reason for the failed delivery.

James

Re: DPD / EE Partnership Contract

talktogaz — Tue, 03 Oct 2023 20:01:36 GMT

“The Customer Care Agent has done the right thing in raising a complaint on your behalf”.

Of course they did the right thing James, one also assumes it’s a requirement of their job role to do so.

Please may I confirm that you’ve personally looked at my account and can see that there is indeed a complaint which is under investigation?

Or are you just taking my word for it based on what the customer care agent told me?

If you can see from the notes on my account that a complaint is being investigated and it is standard practice for a customer care agent to then contact me with the outcome, then I’m quite satisfied with that.

The reason for the returned delivery is that the DPD delivery driver was clearly rushing to get all his deliveries completed and was cutting corners to achieve his targets. He delivers to this building often (I have the DPD app which shows you the drivers name and a photo) so he’s quite aware how to use the external comms system (wall panel) to dial my flat or the concierge. He didn’t dial my flat (I was waiting) or my mobile. He stated “unable to access building” and took a photo to show his employer he’d been here but he cropped out the wall panel!

On the second delivery attempt it got even more ridiculous. There’s been scaffolding on my building for 18m, during which time he’s made multiple deliveries. He stated there was “construction work preventing access” and took a photo of the scaffolding from across the street. He’d been at the front doors the day before, so he knew full well the doors are not blocked. It would be a fire hazard for the residents.

it’s just tiresome James, I can see from the forum other customers have similar stories. Other parcel services and couriers manage to deliver to me on time every time. When it’s EE and DPD there are always excuses.

Re: DPD / EE Partnership Contract

Christopher_G — Wed, 04 Oct 2023 06:57:53 GMT

This is a peer to peer forum, and although we're EE employees, we don't have access to customer accounts, @talktogaz.

It sounds like the complaint has been raised against your account and someone will contact you to discuss it.

Please keep us updated on what happens.

Chris

Re: DPD / EE Partnership Contract

talktogaz — Fri, 06 Oct 2023 20:22:48 GMT

Chris, this post is classic customer services lingo for …

“I couldn’t be bothered to contact one of my EE colleagues who do have access to your account details to check for you, so I’m giving you my best guess about your complaint and some patronising information about the forum and my role in hopes that you’ll just go away”.

“It sounds like there is a complaint” doesn’t sound particularly confident. If you haven’t checked, then it’s also a slightly misleading answer.

Please can you arrange for someone from customer services or customer care to check and just drop me a quick email acknowledging my complaint? So I can be 100% certain. Or, you could even take some ownership and contact me outside the forum yourself - it would be good to hear from you. Then I promise I’ll go away!

Re: DPD / EE Partnership Contract

Leanne_T — Sat, 07 Oct 2023 07:27:12 GMT

Hi @talktogaz

I am very sorry we have no account access on the community or to contact you outside of the forum.

You can use our message us option on the Mobile phone (ee.co.uk) page and the team can check this has been raised for you.

Leanne.