URGENT : IF YOU HAVE BOUGHT FROM ME

The story thus far:

Serantes - resolved
Schwatter - resolved
Thomas - Awaiting DHL pick up from Schwatter
Mr Hard - Awaiting DHL pick up after sending to wrong address
Mo - Awaiting DHL pick up after sending to wrong address
Poolc - DHL traced the package to Spain, awaiting confirmation - just had email saying it was RTS (Returned to Sender)

FW: Parcel Number: JD0002297176XXXXXX
From: Alex Voiels (XXXXXXXX@parcel2go.com)
Sent: 19 November 2009 11:06:46
To: XXXXXXXX@hotmail.co.uk
1 attachment
image001.jpg (1.7 KB)
Hi,


Please see below:

Shipment was RTS on the 28th OCT on barcode 072741XXXXXX


Please do not hesitate to contact me should you require further assistance.

Kindest Regards
Alex Voiels
Customer Service Advisor
e: XXXXXXX@Parcel2Go.com
w: http://www.Parcel2Go.com
t: +44 (844) XXXXXXXXX

So, as soon as DHL pull their fingers out the vast majority of this will be sorted. They told me it would be done this week and I cannot push them any more than I have.

 

arent those parcels insured ??? how could it be that you would have to pay for the loss yourself ????

 

The contents of this particular parcel were not insured to the full value as I stupidly took the risk. I've sent hundreds of parcels via DHL and never had a single problem like this before.

Complacency is a bastard. DHL via Parcel2go.com only cover to a maximum of £500 per parcel. I would be expected to fork out the rest of the value.

Merry Christmas me eh!

It's a very, very long story but the parcel contains Taito Type X2 HDDs containing SFIV..... now you can see why I am annoyed.

 

uhhh SF4 is NICE ... damn if it got lost

 

OH: yeah, I know OH:

 

Thomas, your parcel was picked up from Schwatter TODAY by DHL - Wahhhooooooo!

End in sight for you mate! ;-)

 

h:

 

WOW my parcel just arrived

 

Holy cow, well done DHL - finally picked their collective finger out their dopey arse!

Excellent, so you are hopefully a happy Austrian bunny? Yeah? Please!!!!

Can I mark this one off as "resolved" ?

I didn't mention it yesterday (as you were a bit worried about whether this was ever going to resolve itself or not), but Stephan mentioned to me that when DHL turned up the guy said "So, this needs to go to Australia then?"

LOL !

 

i ll throw a party tnight

 

Send me some Austrian beer via DHL.... yeah, it might arrive lol

 

:thumbsup:

 

So much so, you can even get a t-shirt with that printed on it.
http://www.zazzle.co.uk/no_kangaroos_in_austria_tshirt-235446161533293802

 

Mr Hard, good news I got an email from DHL stating that your parcel is booked for collection tomorrow.

I've also received a second email from DHL stating that Mo (Videotronic UK) parcel is also booked,

So, if that occurs tomorrow then that will be me finished.

It's been a long haul, thank you very much for your patience. Mr Hard please let me know once your parcel has arrived safely. I shall send you the tracking number tomorrow (not sure what time, but by roughly 8pm you should have it).

THE END :clap: :dance: :thumbsup:

 

One parcel remains unaccounted for. The others are booked for collection today, so Mr Hard, your wait is over! (For you son, the war is over!)

Anyway, I thought this might cheer a few people up this morning:

"FW: Parcel2Go.com - Claim Resolved‏
From: Parris (XXXXXXXXX@hotmail.co.uk)
Sent: 23 November 2009 10:05:47
To: Melanie XXXXX (Parcel2Go.com) (XXXXXXX@parcel2go.com)

Melanie,

I received this email this morning stating that the claim had been resolved in the subject header, which made me immediately think "Great, well at least something is happening with that missing parcel" only to open it and discover that it's not resolved, it's turned down, which is an entirely different outcome altogether.

This whole debacle has been a complete shambles from the off. I appreciate the fact that you have done as much as you possibly could in resolving this matter for me and it is (in my opinion) just on the verge of being completely resolved, but I'd like to challenge this bizarre decision.

1) I initially contacted Parcel2go.com as soon as I realised that the parcel in question was missing. I was told it had been signed for, clearly in error as it has simply disappeared from the system.

2) I spoke to Natalie XXXXXXXX (Ext XXX) for a few days and nothing much really appeared to be happening. Her advice was simply to leave everything as is, let the parcels arrive at the "wrong" destinations and then contact again once I'd received confirmation. That seemed sound advice and that's what I did.

3) Instead of getting through to Natalie, we ended up speaking and suffice to say you moved things along as swiftly as you possibly could, yet it transpired that I was just on the verge of (what I personally think is a very short claims & loss period of a mere 28 days). You told me to submit the paperwork and I did via email, which you admitted to having received.

4) Now it transpires that DHL are not really sure what they are looking for, as I have been provided with the wrong information on this parcel, its just gone from the system completely without a trace! So it's evaporated, nothing can be found and when you attempted to put a trace on it the wrong information came back about an entirely different parcel which had been returned to me and that issue resolved.

I have to say, I am not entirely confident that DHL knows it's posterior from it's elbow on this one, so to be told "your claim has failed" is, to put it mildly adding insult to injury.

As the injured party in all of this I have had to contact Parcel2go on numerous occasions and feel that I have been more than reasonable, I've not lost my temper, I've explained the situation, I adhered to the requests of various staff members and for over a month I have jumped through daily hoops trying to correct what appears to have been a relatively minor technical issue that has caused untold confusion.

One night I called about this parcel you were not available. I began to describe the situation after she said "can I perhaps help instead" only to get half way through the story when she interrupted and said "not being funny, but could you perhaps call Mel in the morning as I don't understand this at all". Excellent I thought, I now have my own personal member of staff called Melanie who appears to be the only person qualified to help me, so you'd better not go on holiday, become ill or leave before this is done or I am in real trouble!

I've been treated very well, and I also feel that it's not your fault therefore why lose your temper with members of staff. You never get anywhere with anyone if you don't treat them with respect. However, my patience is really running out,

You and I both know that this issue was not of my making. We both know that I have taken hours out of my normal daily routine to work through this and also provided everything in a timely fashion as and when requested.

I've even continued to use Parcel2Go.com!

However, this for me is the final straw. Your claims handling system is rubbish! As soon as a customer calls and a parcel is deemed lost in transit, then it should surely be up to your company to log this as a fact. I need to submit the paperwork, which I certainly managed within the 28 day period. You lost the parcel, you admit to losing the parcel, the problem was generated by your system (either between yourselves or the courier company), I have done everything apart from jump in the DHL van, come down the depot and look for the parcel myself! Now I am told "sorry, your claims has been rejected".

Not good enough!

Can you please resolve this matter otherwise I am going to start complaining like no other customer has ever complained. I'll not stop complaining until I achieve customer satisfaction and I'll call / write / email until that is achieved. I have lots of time on my hands and a great deal of stone determination to be treated like a customer rather than an inconvenience.

I am not having a go at you, I need you to relax, I need you to remained focused and calm. This matter will be resolved in a timely and appropriate fashion I am sure of it, just please don't suffer from stress and take time off work or I am in deep trouble here. I appreciate everything you have achieved on this mess thus far and hope that you can make your claims / loss department see the sense it clearly wasn't born with.

Bottom line, Parcel2go.com is responsible for handling my packages. They ended up in different countries and being lost in transit. I demand the refund I am entitled to as I was within that 28 deadline and you confirmed receipt for me.

Thanks,

Yours, reaching boiling point,

Parris"

 

So, as you were saying Thomas about me being entitled to some kind of compensation lol

What a shower of shit eh? I submitted the paperwork via email within their 28 day period, got Mel to log it in their system as having been received and she confirmed this to me.

Claim rejected on the ground of it being submitted AFTER their deadline of 28 days.

I've had enough of this tbh and they can shove it where the sun doesn't shine, but I'll keep calling and calling until I get something back, even if it's not the missing parcel.

 

WTF

 

@ V_R

good to hear that you get the parcel. Y, this guy really said first australia

 

I'm now getting the silent treatment from Parcel2go.com

Having complained and called them to speak with Mel I was told she was busy and would call me. Fair enough, so I waited and nothing. No response to the email and to make matters worse the parcels were NOT uplifted today by DHL. I received an email stating "failed collection".

Ross will back me up here as he was at mine today. They must have knocked on my door with a small woolen slipper and skipped off two seconds later as I said to Ross "I think that might be a van engine", walked to the door and saw the arse end of a yellow van disappear round the corner. Where I live is a loop and I ran in the opposite direction to catch the van driver. Nothing, gone!

Normally a card is shoved through the letterbox and normally the driver is really good. He knows I am often working in my garage and knocks on the door, but nothing today.

So, Mr. Hard your uplift is booked for tomorrow. I am sick of this and fed up!

 

Mr. Hard, your parcel left today, about 30 mins ago. I'll PM the tracking details.