Thursday, 18 October 2007

Another True Story

Me:

Dear Customer services,
I booked and paid for a courier to collect a parcel from me, through ThinkCourier.com 22 hours ago, 7pm last night.
The parcel has not been collected, it has been sat waiting since 8am this morning.
Would you kindly fully refund my fees paid.
This is another failure of service from DHL, I will have to book a next day delivery with another company, at a much higher rate, because my customer needs this parcel by Friday.
I am very, very disappointed and angry. This is the third problem I have had using this service.
Kindly confirm my refund.


Reply:

Good morning,
Please accept our apologies that your parcel was not collected yesterday.
I have refunded your payment via Paypal as requested.
Our apologies for any inconvenience caused.

Me:

Thank you for the refund.
Please forward this message to someone senior in your company.
The service by Think Courier has proved to be unreliable.
I now have a parcel to ship to London today and all the stress involved with re-organising collection, finding another company etc.
I will never use your company again.
This is the third time I have been let down by you. You have cost me a great deal of time and money.
I suggest you improve your services dramatically, you are likely to cause damage to the reputation of smaller companies like us because you do not keep to the terms of the contract.



Reply:

Hello, I am sorry you have experienced such problems. I feel the urge to explain the situation so you understand our part in the logistics operation. I am not passing the buck and accept we are responsible as we are the company you contracted to do the job, however, our role in this operation is the software which deals with your order. Whereas other couriers have people sat at a computer punching your shipping data into another system, this can put your shipment at further risk of delay or failure as busy times can result in your order being processed hours after you have booked it. Our software is monitored constantly, every order is piped through to the actually carrier who is doing the collection, it is processed within seconds of you booking it. The software is so successful we have been installing into other courier networks across the UK.

Where the delivery system has broken down is with the carrier in your area; they clearly have the order on the system and the driver has the instruction to collect from you. Unless we can actually get hold of the driver and ask him why he did not bother collecting from you, it is beyond us why he/she did not collect. I have to say it is rare when this kind of thing happens and it really is because of the collection depot or driver in your area, either too busy or not pulling their weight. It lets the side down for all of us, and to add insult to injury I will expect to see abortive collection charges on my account where the driver will make out he attempted the collection, but this is my problem.

The solution to your problem is not to stop using Think Courier, as there is a good chance the next company you use is probably using our software. Please select a different carrier on the quote page, not DHL for instance.
Kind regards
Stephen Abel
Managing Director


Me:
Dear Mr Abel,
Thank you for your email. I regret your decision to not even personally address your email to me.
I appreciate your comments but I will be using UPS from now on.
You must take responsibility for your service.
I cannot simply tell my customer that the party bags for her child won't be delivered, therefor she'll have to go without, I have to find another way around the problem and ensure the parcel gets there on time.
You should have this same policy and instead of sending an email saying sorry, we've refunded your money, you should stand behind your service and make sure a courier gets here, collects my parcel and does the job.




Reply:
I am sorry, I did not realise you were going to make this personal.

I do accept responsibility, I made this clear I my email. Considering we orchestrate over 100.000 parcel deliveries a month whether it is a Think booking or via the other companies that use our software, we suffer with very little failed collections, but I feel I must educate the customers who jump to the wrong assumptions. Just as it frustrates you that a driver did not arrive, it frustrates me just as much that the odd driver spoils a perfect delivery solution.



Your choice to go with UPS is very wise, they are excellent albeit expensive if you are buying direct. We have a UPS account too and can ship parcels from £9.39, this is for a typical parcel under 10kg. If this is competitive with you current UPS supplier you can book this with our larger sister company


Me:
you really are a tosser




Reply:

Thank you, I could return the compliment but that would be low.

Maybe I asked to be called a tosser but you have a knack of rubbing people up the wrong way, i.e. I regret your decision to not even personally address your email to me.

You may have gathered I am not too good at customer service hence why I don’t normally do it.

12 comments:

Potty Mummy said...

Hi Frog,

this (i.e. the responses) was a joke, right? If not, his pa needs to cut the connection between his computer and their network with her nail scissors...

Tosser indeed.

Frog in the Field said...

Potty Mummy, it's all true, I'm not joking!
All I've done is cut and paste from the emails that have gone back and forth through the day.
I just couldn't believe his replies so I had to bare all, so to speak, by Blog.
Darling Husband says I should have spelled tosser with a 'w'....

Self employed mum said...

OMG I can't believe it. The first rule is the customer is always right. I'm glad you did not hold back with the tosser bit, very brave! Do you have Fastway Couriers in your area? I used them here in Glasgow, there are quite reasonable although you have to prebuy 20 tickets. Still can't believe what I have just read. LOL

IngeniousRose said...

Hek! What a jerk. I agree with sekf employed mum - the first rule is that the customer is always right. That chap could get fired for his response to your problems. Good to see him named and shamed here!

Around My Kitchen Table said...

Like Potty Mummy, I was half thinking all this was a joke. What a way to run a company! And what an even worse way to treat customers. He's definitely a tosser - and a banker (rhyming slang!).

Frog in the Field said...

Hi SEM, I'll have a look at those couriers you mentioned.
It is hard to believe isn't it?

Ingenious Rose and AMKT, thank goodness you agree, I did wonder that I shouldn't have done it, but I do keep sniggering about it, Ha Ha!
I may have shamed myself in the Blog world.....
sorry, if I've offended anyone but I couldn't help myself...I still think it's funny.
I promise I am very, very polite to all my cusomers.

Tattie Weasle said...

I'm very sorry but I laughed - first I was saddened that you had been let down, then shocked at the ineptitude then it just became farciical esp when Mr Abel starting talking about his rate with UPS!!!!
You did brilliantly though I think I'd agree with your Husband!
Thnak you for you mesaage - I'm feeling loads better - probably due to Dear Charlie taking on the night shift for the last cou8ple of nights - what a relief!!!!

Suffolkmum said...

Think I'm with your husband too - unbelievable!!

Crystal Jigsaw said...

Hi, sneaked over via Selfemployedmum. Great post, sorry I should have said blog.

I would just love to send emails to many people who bugger up our systems blaming it on software when really it is the fault of the person who actually uses the software. You are so right, tossers they are and tossers they will always be.

Good on you!
Crystal xx

Crystal Jigsaw said...

Me again - pretty spooky! We found eachother at the same time. Thanks for popping over - see you soon. You have a great blog by the way.

Crystal xx

debio said...

I'm pleased I'm not the only one whomthought the replies were a joke - but, just how wrong can you be?

How could anyone wearing 'company livery' respond to a customer in such a way? Absolutely mind-blowing.

So pleased you hung on in there and said your piece.

By the way, I always find UPS to be exceptional, but expensive.

Frog in the Field said...

Thank you ladies!
I feel wickedly satisfied (Ha Ha!) I don't expect he'll get an email like that again, if he does I guess he should retire.
I also feel very happy that my e-colleagues haven't shunned me for being so abusive to Mr A.
We have practically dined out on this story this week, even my eldest daughter is proud of me!
I'll try and write something serious next time.....or the time after...