UP THE STANDARDS

This has absolutely been the worst experience I have had with any courier company that I made use of in South Africa. I fully understand that problems may occur during delivery and must admit that I did receive my parcel eventually, but I would like to comment on the experience as I hope that the company would learn from it and ensure that better service is provided to future customers. First of all there was a problem with the collection of my parcel at the sender's location / distributor that only got resolved within 48 hours. Once the parcel was eventually collected and out for delivery I kept receiving an SMS stating that my parcel could not be delivered due to an incomplete address. I numerously tried to phone DPD Laser's Customer Care Team on *** to resolve the issue, but no option is present to speak to anyone regarding general enquiries and I also could not get hold of any employee due to nobody answering the telephones at all. I also sent numerous enquiries via e-mail and did not receive any response to actually resolve the problem, I only received automated e-mails with query ticket numbers - no response as to how to go about resolving the issue. I even resent the delivery address approximately eight times together with a Google Maps location pin but my parcel kept being delivered to the wrong address. Eventually after a week of trying to resolve the issue from my side, the person responsible for delivering my parcel phoned to state that he is in front of the delivery address. After speaking with him I hung up the phone to go open the gate only to realize that my parcel has once again been delivered to the wrong address. I tried to phone the delivery person back, but all of their numbers automatically divert back to the Customer Care Team number ***. The Customer Care Team line does not at all work after normal office hours. Now we have a delivery person at the wrong address after normal office hours that I can't get hold of, due to the line diversion, to help him locate the correct address for delivery - Problematic !!

Tips to better your service DPD Laser: 1. Have an option for General Enquiries when customers phone the Customer Care Team number; 2. Answer the telephones or at least respond to e-mails when customers have unresolved delivery issues - don't just send an automated query ticket stating that support staff will attend to the query shortly and then no support staff attends to the query at all; 3. Don't let delivery drivers' telephone numbers divert to the Customer Care Team number as customers can't phone them back should a problem occur; 4. Apologize to customers when delivery problems occur and ensure that the customers are aware of your company trying to resolve the issue, don't just leave the customers hanging without a proper response or explanation as to what is actually going on; 5. Up the standards of your customer service. There are numerous competing delivery companies in South Africa. Attend to the correct training, learn from the other competing companies and how they ensure that customers are satisfied with their services and apply it within your own company.

Your reviews on Hello Peter suggests that the standards of your services are very low and I certainly would not like to make use of your services again. Up the standards or leave the industry it's as simple as that.