DHL collections: A special type of customer service fail

So here’s a new customer service policy.

I had an expensive widget break down – a heavy widget.  So I sought help from the manufacturer who says “okay, we’ll repair it – and we’ll have someone collect it from you”.  Great.

So a couple of days later a DHL shipping label and a box arrive.  Dutifully, I put the widget in the box, then printed and attach shipping label to said box, waiting for courier to turn up.

Here’s where the wheels fall off the process:

Part of the process of the manufacturer booking the collection means that a weight for the package is printed on the shipping label. BUT: that data does not get transferred to the courier in the booking process.

So what happens is, the driver turns up, takes one look at the package and the weight, then says something like “too heavy. Someone will come round tomorrow”.  Except that nobody in our office remembers anyone doing that and the first I knew about it was a phone call that came in late yesterday to tell me what had happened.

So, rather than just calling me or a colleague to help with getting the heavy parcel into the van (about a 5 min job), they instead drive off to the next location, call it into base as too heavy, have someone call me to explain the situation, rebook after I get (hopefully not too) annoyed at them and insist it was picked up same-day, then someone else fails to turn up to do that job, then I end up spending most of my day trying to talk to someone about why things failed and how the heck we’re gonna get this thing outta my office today.  About 8 man-hours lost, along with lots more CO2 and a complaint made against a driver for not turning up.

Think it’s time DHL and other couriers get their act together to stop us wasting so much of our lives – and obvious flaws as crucial information not being fed through the data chain such as size and weight of the package really does need fixing. Surely this whole saga is costing DHL far more to sort out than it has me so far?