48 hours for an email from dpd

[RC526]

I have made 7 phone calls to get my faulty new iPhone 12 swapped out for a new one having only got the phone this past Monday. 

I have twice now been told to wait 48 hours for an email from dpd to arrange collection and I’ve not heard anything from them.

Why does it take 48 hours in this day of instant everything? Is this common and do they email on weekends?

and why am I having to chase and chase and chase to get this issue resolved?

[Christopher_B]

Hi @RC526

I hope you're well and having a nice weekend, other than this issue of course.

These thinks can take a little time as when it comes to delivery or pick ups, we need to work with DPD to to ensure details are passed over and everything is done properly.

However you shouldn't need to keep chasing this. Have you made sure that an email hasn't slipped into your junk or anything like that? 

Thanks 

Chris

[RC526]

this reply is not helpful at all.

Is 4 days a little time?

It should not take this long to arrange a collection.

why can’t EE communicate directly and immediately to confirm this? It’s absolutely ridiculous.

Why can’t EE recontact me to confirm this or hasn’t been done? 

I now have to go though the hellish task of phoning AGAIN to get treated like an inconvenience to simply get something I’m paying for.

[Christopher_B]

You should never be made to feel that you're an inconvenience @RC526.

You're totally right we should keep you updated and I'm sorry this is taking longer than it should.

I'm sorry you need to call again but our customer care team should be able to give you an update.

Thanks

Chris