DPD - The 'Delivery Experts'
This may, at first glance look like a rant about DPD but it's not. It's an attempt at sharing some advice about how to speak to a person at DPD when your delivery's gone wrong. If you've stumbled-across this web page I hope it helps to save you some time.
So, last week I ordered some toner for a printer. DPD were charged with delivering said package. I stayed in and made sure I was in the office during my one hour delivery slot. A couple of hours after the package didn't arrive I checked the tracking number and leaned that the toner hadn't been delivered because the driver couldn't find my address. Strange, seeing as DPD are the "delivery experts". Anyway, as the day progressed, the tracking status was updated until it settled upon a status that said the package had been returned to DPD.
I left it, last week, thinking/hoping that they'd find a delivery driver who did, y'know, know how to drive and deliver and attempt a redelivery. Nope. So I've just spent an hour chasing the package down. I've already exhausted the capabilities of the DPD package tracking system so I tried WhatsApp, website chat, website contact form, complaint form and telephone help number. All of which were useless as each and every contact mechanism slammed the door in my face.
Once I'd given-up with the chatbots I began hunting for a phone number. Now, here's the kicker. DPD offer you a general phone number and if you phone DPD from the phone number associated with your order, their automated system will recognise your number and instantly match it to your delivery - all very cool but this layer of telecoms automation isn't there to help you but to act as a deterrent, the razor wire that stops you from speaking to a human.
There is a way around the system and this, currently, is how you speak to a person or member of staff at DPD. Block your mobile phone's caller ID.
You can speak to a DPD agent by blocking your caller ID. This way, DPD's telephone system can't automatically route you to a default answer and, so, puts you in a queue to talk to a person.
Anyway. I did get to speak to a person at DPD and, having cleared security, was informed that the package has been returned to sender.
The mind-blowing end to this story, one which is highly unlikely to be unique, is that when I did get to speak with a person at DPD, I was told that it was the sender's fault because the sender didn't provide DPD with the correct delivery address details. Beaulocks!
You see, DPD, the 'delivery experts', have my phone number and have my address. It's just they appear to employ drivers who are anything but 'delivery experts'. Surely a 'delivery expert' would phone the number associated with the package if the driver was lost? And, if they didn't have the correct delivery address, how on earth was the supplier able to contract with DPD to deliver the parcel in the first place?
This gets worse, hold tight. When I spoke with the human at DPD this morning I had to give them my delivery address for them to check and for me to pass security. If DPD, somehow, had my wrong address then surely the address I just gave them wouldn't have matched and I couldn't have passed security!
Do I think DPD care? Nah! Would I have been the first person today to have vented with a call handler at DPD? Nah! Am I going to send this story to the sender of the printer toner that's been dicked about by DPD, in the hope that they might try another courier firm? Oh yes.
If you've been having trouble speaking with somebody at DPD, I hope this little phone hack has helped save you some time. The post has been written with SEO in mind so that, hopefully, this page will rank on Google for a search such as: "How do I speak to someone at DPD". /S
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