Frenchy
Prolific Poster
Thast just HDN who own made Yodel.
The Yodel Problem Thread. Post All Comments Here!
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Thast just HDN who own made Yodel.
BirKy
Silver Level Poster
My two pence:
I ordered the before 10am option and paid for it.
Sat on my doorstep from 9-30 til 10-15 waiting for it to arrive, at which point i had to go to work.
I get back home and i have the Yodel card saying i missed the delivery. On the tracking it says they came at 9-45am. Im not ****ed off i missed it or they came late. Im just annoyed i didnt get a message or anything to saythey were running late, and then them blatently lying on the tracking service to make it look like im not in. So i paid for a service that didnt happen. I cant afford to be late for work so im having to go and pick it up at the depot, because i just dont trust them to deliver on time. (I know theres been a couple of other people complain about them being at home and Yodel not turning up despite them saying they have.)
I ordered the before 10am option and paid for it.
Sat on my doorstep from 9-30 til 10-15 waiting for it to arrive, at which point i had to go to work.
I get back home and i have the Yodel card saying i missed the delivery. On the tracking it says they came at 9-45am. Im not ****ed off i missed it or they came late. Im just annoyed i didnt get a message or anything to saythey were running late, and then them blatently lying on the tracking service to make it look like im not in. So i paid for a service that didnt happen. I cant afford to be late for work so im having to go and pick it up at the depot, because i just dont trust them to deliver on time. (I know theres been a couple of other people complain about them being at home and Yodel not turning up despite them saying they have.)
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Sorry to hear you're having problems as well
Honestly, this has been the only black mark on things for me, the PC is fantastic, better than I expected, it's stable (It's been on pretty much solid since I got it, mainly downloading games) quiet and even the most graphically intensive games run on it at full settings beautifully.
Sure, it took a while from order to me receiving it, but I don't mind that so much, it's no fun waiting but you don't really mind waiting if you're getting something that's really high quality.
If the delivery service and Yodel's customer service was better, I'd have been happy all round, so to me it's the only black mark on everything really, makes me a little wary about ordering anything expensive that's going to be delivered by Yodel in the future.
What's that saying..."Once bitten, twice shy" I think that fits with that a little.
One of the customer service people told me that when the tracking has the "@HOME" on it, then it's been passed to a local courier for delivery.
One of my packages had it, the other didn't and the one that had it, the tracking said something along the lines of "Passed to alternate courier for delivery"
Honestly though, I'm not best inclined to believe what their customer services say even if they told me the sky is blue.
Usukane
Gold Level Poster
He had a shaved head & I think he did have a little stubble, might very well have been the same guy.
My delivery was fine thankfully.
Maybe Yodel should keep a record of who the driver was when the delivery is marked as "no answer, card left" and a customer complains that nobody knocked the door or left a card. They could then look for a pattern to see if the same driver was saying he had called and left a card when according to customers he hadn't.
As I suggested in a previous thread, the driver saying "no answer, card left" is an easy way to 'catch up' if he is behind on his deliveries.
I'm not suggesting for a moment that all or even a majority of drivers would do this, but imagining the time pressures the drivers are under, I would not be surprised that many would. After all, if by marking an item (or two) as undeliverable it means that you don't get it 'in the neck' from your supervisor when you return to base, this might seem to be the preferred option.
It would be interesting to hear an actual delivery driver's thoughts on the points made in this thread.
Maybe Yodel should keep a record of who the driver was when the delivery is marked as "no answer, card left" and a customer complains that nobody knocked the door or left a card. They could then look for a pattern to see if the same driver was saying he had called and left a card when according to customers he hadn't.
As I suggested in a previous thread, the driver saying "no answer, card left" is an easy way to 'catch up' if he is behind on his deliveries.
I'm not suggesting for a moment that all or even a majority of drivers would do this, but imagining the time pressures the drivers are under, I would not be surprised that many would. After all, if by marking an item (or two) as undeliverable it means that you don't get it 'in the neck' from your supervisor when you return to base, this might seem to be the preferred option.
It would be interesting to hear an actual delivery driver's thoughts on the points made in this thread.
after 12 days out of deliverys and apologized by a man like a manager of yodel, the PC finally deliver to my home, THX god, it was a so long time so i m not excited, i just think omg finally over this terrible online shopping...:\
But whatever, THE PC IS PRETTY NICE, GOOD JOB PCS~
But whatever, THE PC IS PRETTY NICE, GOOD JOB PCS~
tom_gr7
Life Serving
I agree. It would be nice if yodel were a little more accountable for their drivers actions. Yodel could easily do more to look into issues when customers complain, but maybe yodel are just not very interested.
MeveM
Bright Spark
I got my delivery in perfect condition and on time.
I see a lot of people winching at the customer service, well not take a step back and put yourself in their shoes. They can only tell you what details they have to work with, if the driver has said it's been delivered at X time, then it should be assumed that it has, because it says so, that's not the customer services fault, thats the driver. The people on the phone don't sit there with a magical tracking ball nor a crystal scrying ball, they'll have reports going in on parcels just like your tracker, all they can do is follow that, and or chase it up, if the drivers buggered up, how can they chase up something that's been said to be delivered? Stop taking your frustration out on the wrong people and know the golden rule, treat others the way you want to be treated, I can tell you that I speak to patients for NHS on a daily basis, if they start gobbing off at me then sod 'em. I'm there to help, not to be shouted and winched at. I bet you Yodel like other services have a No Tolerance Policy like most other places. Start with accusations and winching and you'll get the same back.
At the end of the day, give the customer service something to work with, give them a good helpful attitude, and you'll get one back, the person on the phone did not run off with your beloved PC. If you're about to ring them when you're irritable, then don't. Calm down and ring later, You don't want to be spoken to like a piece of rubbish, or accused, so why expect others to put up with it simply because it's their job? Well no, its not, it's their job to help not to be a dummy to be winched at. Solving a problem can be done far easier with co-operation from both parties.
I see a lot of people winching at the customer service, well not take a step back and put yourself in their shoes. They can only tell you what details they have to work with, if the driver has said it's been delivered at X time, then it should be assumed that it has, because it says so, that's not the customer services fault, thats the driver. The people on the phone don't sit there with a magical tracking ball nor a crystal scrying ball, they'll have reports going in on parcels just like your tracker, all they can do is follow that, and or chase it up, if the drivers buggered up, how can they chase up something that's been said to be delivered? Stop taking your frustration out on the wrong people and know the golden rule, treat others the way you want to be treated, I can tell you that I speak to patients for NHS on a daily basis, if they start gobbing off at me then sod 'em. I'm there to help, not to be shouted and winched at. I bet you Yodel like other services have a No Tolerance Policy like most other places. Start with accusations and winching and you'll get the same back.
At the end of the day, give the customer service something to work with, give them a good helpful attitude, and you'll get one back, the person on the phone did not run off with your beloved PC. If you're about to ring them when you're irritable, then don't. Calm down and ring later, You don't want to be spoken to like a piece of rubbish, or accused, so why expect others to put up with it simply because it's their job? Well no, its not, it's their job to help not to be a dummy to be winched at. Solving a problem can be done far easier with co-operation from both parties.
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MeveM
Bright Spark
On topic though, keep it as it is. there's such a small percentage with problems, even if you give people other options, they'll winch no matter what, it's just as likely to go wrong with Parcel force etc. Delayed package? Probably due to unforseen circumstances, accident on the motor way, idiots slowing down to watch it. Etc.
The deliverly system you have is good, there will still be the same amount of complaints. Whether it's 5 complaints to Yodel, and 5 to Parcel Force or 10 to Yodel, it's still 10 complaints either way.
I do however have a question, would you be able to put up a option to get a "special delivery?" And have a specific cost on it, depending if you can get some form of contract with Yodel or another company, that treats the package specially as a PCS package which gets handled with extreme care and gets delivered specificly after PCS directions? It'd probably be expensive, but meh.
The deliverly system you have is good, there will still be the same amount of complaints. Whether it's 5 complaints to Yodel, and 5 to Parcel Force or 10 to Yodel, it's still 10 complaints either way.
I do however have a question, would you be able to put up a option to get a "special delivery?" And have a specific cost on it, depending if you can get some form of contract with Yodel or another company, that treats the package specially as a PCS package which gets handled with extreme care and gets delivered specificly after PCS directions? It'd probably be expensive, but meh.
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I'm not sure if this is a wind up? Don't speak to a Yodel employee to complain about the service - the real fault lies with a Yodel employee. Is that the general gist?
Frenchy
Prolific Poster
No his point is dont have a go at the customer service people, you are entitled to complain, but the attitude a lot fo peopel have is having a go at customer service people who are just trying to help. Ive been on the recieving end of it before, ive often thought, why do I even bother trying to help these people sort their situation out if all they're going to do is have a go at me for something I didn't do. Some people are just plain rude, and unfortunately an awful lot of people dont bother thinking about whos actually to blame and just stress at other people instead.
My issue is the line 'how can they chase up something that's been said to be delivered?'
Ring the driver or log it as an issue to be investigated. Get back to the customer with an answer.
Maybe we should be complaining to PCS directly and cut Yodel out of it - our contract is with PCS not Yodel.
Frenchy
Prolific Poster
You quoted the whole post so was hard to tell specifically what you were aiming at.
Why should you deal with PCS direct. Once the order is shipped and you ahve a tracking order, one would assume that all responsibility is transferred to the delivery company and therefore any complaints should be directed towards them,
MeveM
Bright Spark
Exactly
If you get winched at all day, you'll be in a mood, and offer a so called, Poor service. Fair enough you might as a employee offer a poor service to someone who don't deserve a bad service because you've had 9 hours of accusations in your ear all day. I try to take each case as a new start, but when you get a few in a row that are rude and obnoxious then you just get enough of it. Help yourself basically, ring in with a good attitude and give the customer service person as much info as you can without accusing anyone. Mistakes are made and can be corrected easily if you help yourself.
You'll find that a person you give a attitude might slam the phone on you one minute, the next if you'd spoken with manners they'd bend over backwards for you, running around the building trying to sort it out personally.
Customer service is not there for complaints, they're there for helping. If you want to complain, do so in a formal manner, ring customer service and ask "Please could you tell me what your complaints proceedure is?" And they'll gladly tell you, because it won't effect the person you speaking to. Ringing in saying "You fat biffer, give me back my PC you greasy fingered monkey" isn't going to get you anywhere.
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MeveM
Bright Spark
Bottom line is. You'd be surpriced how people speak to those who try to help you.
Caller A: "Oh hello there, yes I'm ringing up about a parcel I've been expecting, I've been following the tracker and it would seem something might've gone wrong somewhere, I've been waiting at home from 8am to 1pm now, I was put down for a before 10AM delivery, would it be possible for you to check up on my package please?"
Caller B: "Hello. My package is not here, it's 1pm and I paid for 10am, where is it? Why have YOU not delivered it yet? I have to go out now and this is a bloody rubbish service."
Same thing, two completely different approaches. Caller A will likely get the package on a mutually selected time, Caller B will likely not get it within the next 24 hours. Note on Caller B YOU have not delivered it, no she/he hasn't, because she/he is a call centre employee.
Edit: Addition to aboev conversations
Caller A Customer Service Responce: Such and such driver has been delayed due to such and such, and there's been a unfortunate mistake, all I can do is apologize and I'll chase up on your parcel and make sure it gets delivered this afternoon, will you be in or? If you're going to work can I take your work address?
Caller A: Oh right, well I'm not overly happy about the outcome but I can give you an alternative address for this PM. Could you tell me what your complaints proceedure is? Nothing against your service but I'm not overly happy about the delivery driver.
Caller A customer service: Ofcourse I can *gives proceedure as Caller A understands that customer care has done their job whilst the driver has not*. Hope you recieve your parcel this afternoon, if not please don't hesitate to give me a call back on *gives direct line*.
Caller B: I'm never using Yodel again, worst delivery service ever.
Caller B customer service: Would you like to make a formal complaint?
Caller B: No I'll just keep moaning at you because you're rubbish and you've taken my parcel for personal use.
Caller A: "Oh hello there, yes I'm ringing up about a parcel I've been expecting, I've been following the tracker and it would seem something might've gone wrong somewhere, I've been waiting at home from 8am to 1pm now, I was put down for a before 10AM delivery, would it be possible for you to check up on my package please?"
Caller B: "Hello. My package is not here, it's 1pm and I paid for 10am, where is it? Why have YOU not delivered it yet? I have to go out now and this is a bloody rubbish service."
Same thing, two completely different approaches. Caller A will likely get the package on a mutually selected time, Caller B will likely not get it within the next 24 hours. Note on Caller B YOU have not delivered it, no she/he hasn't, because she/he is a call centre employee.
Edit: Addition to aboev conversations
Caller A Customer Service Responce: Such and such driver has been delayed due to such and such, and there's been a unfortunate mistake, all I can do is apologize and I'll chase up on your parcel and make sure it gets delivered this afternoon, will you be in or? If you're going to work can I take your work address?
Caller A: Oh right, well I'm not overly happy about the outcome but I can give you an alternative address for this PM. Could you tell me what your complaints proceedure is? Nothing against your service but I'm not overly happy about the delivery driver.
Caller A customer service: Ofcourse I can *gives proceedure as Caller A understands that customer care has done their job whilst the driver has not*. Hope you recieve your parcel this afternoon, if not please don't hesitate to give me a call back on *gives direct line*.
Caller B: I'm never using Yodel again, worst delivery service ever.
Caller B customer service: Would you like to make a formal complaint?
Caller B: No I'll just keep moaning at you because you're rubbish and you've taken my parcel for personal use.
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I'm no expert but would assume responsibility for delivery remains with PCS as far as we are concerned. We as customers don't use Yodel - they are paid by PCS to deliver.
A few constructive thoughts - i'm sure others have suggested these elsewhere so apologies for repetition.
Selecting alternative carriers would be good
How about the option of selecting delivery to a depot for collection by the recipient? I know this wouldn't help people outside urban/metropolitan areas but those that live in cities could benefit
PCS could request feedback on delivery (or even extend it to the whole service) - people are more likely to pipe up in extremes - very happy or very unhappy but i'm sure the silent majority will have things of interest to say.
PCS should investigate these 'phantom' deliveries. So far we have only heard from recipients so don't know the whole story.
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