Phone Lost In Transit

[OliverStuart]

Hello,

Does anyone know how long DPD delivery disputes take on average? My delivery for a SIM Free phone was due 28th Oct, kept rearranging it for 29th, 30th, 2nd Nov, 3rd Nov and it each time it never left the depot. Second time in touch with EE helpline on the 3rd Nov, they started a lost in transit and I was supposed to hear back within 2-3 business days and never did. I kept chasing it up and called them again today (13th Nov), apparently I should hear back by the latest on Wed 19th Nov when they get the information back by DPD. So currently the dispute has taken 9 days and the next update could take up to 6 days, if they do indeed get back to me, and without guarantee that it will actually be resolved.

Its getting really ridiculous now, though the helpline staff have all been very friendly and tried their best to help it really seems like things are just going nowhere and that something is seriously wrong with the systems in place. DPD order tracking says the parcel was last seen in the depot, and the dispute has already taken 9 days with no response. Has anyone else had this issue, and if so how long did it actually take to resolve? 

Also for EE staff, is there no way to issue a new order delivery since it has been over 2 weeks since the delivery failed? Even if DPD do find the original parcel, can't you tell them to return it to sender?

Thanks, Oliver

[Katie_B]

Hi @OliverStuart. 

Thanks for coming here. 

I am really sorry to hear your parcel has been lost in transit. 

Our customer care team have done the right thing by raising the webform for this to be fully investigated. 

Please allow the timescale provided. If you have not received an update by Wednesday pop back here to the community and we can help further. 

Katie

[OliverStuart]

Thank you for your reply,

Unfortunately the timescale provided has proven both unreliable and vague which is why I'm trying to find out more. At this point I have been given multiple different timescales, beginning 4th Nov I was told I should hear an update about the problem from DPD within a few days and yet I had to call up again. Then I had to call again 8th Nov because I hadn't heard anything, told they would get back to me within a couple days. Again yesterday 12th Nov I had to call and was promised a call back with an update by the end of the day. After no reply, I called again today and have been told they've sent another form to DPD to try and get to the bottom of this.

What do I do if this yields nothing on/by Wednesday? Pop back, and then EE can what, send another request to DPD for an update? The old saying goes that the definition of insanity is doing the same thing over and over and expecting different results, so I hope you can understand my frustration. The staff at EE have been great, and I respect they may have been busy/had their hands tied since the fault was with DPD so I'm not trying to be unpleasant. But I don't understand how EE's systems can allow for a customer to be failed by their courier for a week, then leave them in the dark for another week over a delivery dispute, with the next step to be to leave them in the dark for yet another week.

At what point is this guaranteed to be fixed, or can be escalated? DPD's systems state that the last location the parcel was scanned into was their depot, so we both know I'm not trying to fleece EE for an extra phone for free.

[Katie_B]

Hi @OliverStuart. 

I understand how frustrating this must be, however following your latest call it sounds like this has already been escalated to the right team and is already being investigated.

Unfortunately, there is no way for us here on the community to expedite this. 

Should you wish to make a complaint, I would recommend completing this online form and a member of our complaints team will be in touch. 

Katie