Incompetence

#apologise, #sent, but more importantly #NoPhoneCall. Technically, you still have not advised me that my delivery yesterday is not coming. I will gladly hire out my communications consultancy services to you. I will tempt you with free advice; first, set your PC to "South African English", secondly set-up a step-by-step alert system that advises a customer of progress, and more importantly, PROBLEMS AND INCONVENIENCES. This is starting to feel like an abusive relationship. Do I really have to out you in Facebook? I hope you are not planning on ruining everyday of mine this week.

Hey, well done. You phoned on the second complaint. What I don't understand is why, accoriding to you, it's all MTN's fault? As per my complaint, it's your communication problems that I am point out.

And now you've frustrated me so much that I can't spell. Score is 2 all.

Update: to confirm, your complaints department says this is MTN's fault, yet the responsible person at MTN says that the parcel can only be recalled on their particular authority, and that did not happen. So... poor communication from you, blame shifting, and most importantly, no solutions offered. More free advice - how do you resolve a complaint? Well it's not by unenthusiastically making a tardy phone call to the recipient and blameshifting, it's by taking initiative and offering a solution. My spidee-senses tell me that I'm barking up the wrong tree for that though, hey?

Update: to confirm, your complaints department says this is MTN's fault, yet the responsible person at MTN says that the parcel can only be recalled on their particular authority, and that did not happen. So... poor communication from you, blame shifting, and most importantly, no solutions offered. More free advice - how do you resolve a complaint? Well it's not by unenthusiastically making a tardy phone call to the recipient and blameshifting, it's by taking initiative and offering a solution. My spidee-senses tell me that I'm barking up the wrong tree for that though, hey?

Update 2: I have received more communication from MTN regarding the issue. Once again, although the problem hasn't gone away, MTN staff are amazing on the phone - kudos. Friendly and calm. Here is where you, DSV, can learn from them: they offer solutions, and they offer alternatives. It's not about pretending there wasn't an issue, it's about minimising the frustration around it.

So while waiting for your comment, I have seen a few of other complaints against you and your generic replies. This is in response to a complaint on HelloPeter (the same one you sent me); "Good day [Name], We sincerely apologize for level of service that you have received and for the inconvenience caused. We have send your complaint to the relevant team for investigation, you will be receiving a call shortly. Kind Regards, DSV Management ". Cool. Seeing as you are using a copy-and-paste reply, may I advise changing the "z" and "d" to a "s" and "t", as this is more accurate to the region. Thanks in advance.

I also noticed that you close a complaint with a copy-and-paste reply too. So, when [if] this is resolved, please don't post your usual reply: "Good Day [Name}.], Thank you for notifying us about your recent experience with DSV Mounties. We sincerely apologise for the delay in delivery your parcel. We have escalated the issue to the relevant department to address in order to prevent the issue from occurring again. Your parcel has since been delivered as arranged. We value your feedback in terms of your experience with our agents as this assists us in improving our service delivery to our clients. Regards DSV Management." So can I request you get creative and change this up when [if] this is resolved. Maybe be like, "Ssup dude, we good now? DSV out!" or something. It would make me feel like an all-singing-all-dancing individual my mother tells me I am.

Hi DSV Mounties. I couldn't help but notice this HelloPeter review: https://www.hellopeter.com/dsv-mounties-division/reviews/shocking-service-zero-follow-up- ********** . This person is implying that you are not very good at following up - would you care to comment?

Hi DSV Mounties! Today marks seven days since you returned my parcel to MTN without notifying me that it would not be coming, or indeed of the reasons why. My one true regret is that i didn't read HelloPeter before getting my hopes up before the delivery date, that way I could have managed my expectations. You see, if you can't even deliver a reply, how on earth could you deliver a parcel?

Good morning DSV! As you mentioned in your only hellopeter.com response, "We have send your complaint to the relevant team for investigation, you will be receiving a call shortly" (sic). I can only assume you haven't yet concluded your CSI:Denmark level investigation into this, as when you phoned me you offered; 1 - no apology, 2 - no explanation, 3-no resolution. With these factors in mind, I can only assume you were only phoning me to inform me that you were indeed investigating, otherwise it was a pointless exercise. Furthermore, I am left to conclude that the investigation must be reaching deep-state proportions, as it is taking a lengthy time. I did through your solitary phonecall, however, get to chat to Luke, the complaints representative. How is he? Better I hope? It sounded like the work environment had him very depressed.

So I received a call shortly after the last comment, I think I must thank Luke for making it happen? To Odelia, you are a star. I'm very appreciative of your attention to detail, and your friendly manner. So to summarise, my issue all along has been communication (a little frustration around the lack of delivery, but mostly frustration around communication). Contacting me via phone and/or sms to alert me that my delivery was not coming, and to refer me to the right department at MTN would have diffused any complaints. Odelia, thank you for listening, for investigating with your depot and MTN's accounts department, and most of all for getting back to me the same day, at exactly the time you said you would. Truly, I thank you. In two weeks of horrible comms with MTN and various DSV platforms, you are a shining light. I hope they make you CEO of DSV Global, soon. If requested, I would gladly provide constructive, offline feedback on the painpoints in this process, and how I believe the communication process could have been en pointe. Now, going to back to my message on 29/01/2019 above, if you supply a closing comment of, "Ssup dude, we good now? DSV out!", I will fully concede that Odelia has eased my frustration with Mounties.