Watch upgrade

[Bladesy]

I ordered a watch upgrade on Friday, and received email confirmation of my order. I have not received any messages since. Specifically, I have not received confirmation of despatch, a tracking number, a delivery slot or a PIN to accept delivery. DPD have arrived today, but would not leave the parcel without the PIN. How can I receive my order?

[Chris_S]

Hi @Bladesy 

It's great to hear that you've ordered a watch upgrade.

You can find your DPD Pin code on the DPD app.

If you'd like to re-arange delivery, you can give us a call and speak to a guide who can get that arranged.

Chris S

[Bladesy]

That’s the problem Chris. My DPD app is paired to my phone app. The PIN has been sent to the number associated with my watch, which is in the parcel waiting to be delivered. My old watch no longer works, hence the upgrade. Because of this, there’s no PIN in my DPD app. I can’t change the number associated with the DPD app either, as they send a text to verify the number. 

[Lesley_W · Accepted solution]

Thanks for the extra info @Bladesy 

I understand the issue here as you won't be able to receive the PIN to the watch number. If you can give our customer care team a call as soon as you can, they can update the contact number on your order to your mobile number, so you can get this an receive your delivery. 

Lesley

 

[Bladesy]

I’ve been trying. So far over the last 3 days I have spent a total of 6 hours in hold without ever speaking to anyone. It’s really not a great example of customer service

[Lesley_W]

Are you calling 150 @Bladesy?

We do have periods where there can be a wait but it shouldn't be that long at all. There is also the visual service where you can get a call back instead which should be option 1 when you first call.

Lesley

[Bladesy]

Yes, I’m calling 150. More than once I’ve been on hold for over an hour at a time. The nature of my job means I can’t ask for someone to call back as I would not be available, but this hasn’t always come up as an option anyway

[Lesley_W]

I've checked and there isn't a long wait at the moment to get through to our customer care team @Bladesy 

If you follow the options for billing/account changes then you will get through to the right team quite quickly.

Lesley

[Bladesy]

I did get through just now. That “not a long wait” you mentioned was 40 minutes. Good job they weren’t busy

[Lesley_W]

I'm pleased you got through @Bladesy 

Hope your delivery goes smoothly now and you enjoy your new watch. 

Lesley