{"id":195,"date":"2013-02-23T12:11:32","date_gmt":"2013-02-23T11:11:32","guid":{"rendered":"http:\/\/www.cbits.co.uk\/ourblog\/?p=195"},"modified":"2013-03-16T11:04:38","modified_gmt":"2013-03-16T10:04:38","slug":"yodel-theyre-not-even-in-tune","status":"publish","type":"post","link":"https:\/\/cbits.co.uk\/ourblog\/index.php\/suppliers\/yodel-theyre-not-even-in-tune\/","title":{"rendered":"YODEL ? They’re not even in Tune"},"content":{"rendered":"

We had a customer order which was placed with our supplier in the normal way, \u00a0and on Thursday evening we got an email to say it had been despatched.\"noYodel\"<\/a><\/p>\n

Friday morning the customer was in at 9am, and we said \u201cwhoa we don’t usually get deliveries until around lunchtime\u201d we\u2019ll call you when its here. After the customer had left I thought “actually this suppliers\u00a0 courier normally comes about 3 or 4pm, but anyway they come on one of the DPD vans and we know the drivers and they are very reliable”.<\/p>\n

It wasn\u2019t until the customer called us around 4:30 that we noticed the delivery hadn’t arrived, then I thought that I hadn\u2019t seen an email from DPD confirming expected delivery and we normally receive these during the morning\u2026 I checked the suppliers orders system and found that this order had been despatched via someone called HDNL, I tracked the order and came to a website called \u201cYodel\u201d, eventually I got this message<\/p>\n

\"driver<\/a><\/p>\n

Front porch ?? we don\u2019t have a front porch, we are a shop we are open all day, the delivery address was correct, we are easy to find , just use the postcode and Google Maps, or whatever<\/p>\n

 <\/p>\n

I phoned the number for Yodel shown and got a message saying that the driver would have left a card and could I enter that number, now I didn\u2019t have that card so I ignored this message, assuming the system would then re-direct to a human being, the message was repeated and then I was told that as I hadn\u2019t entered a number they couldn\u2019t help goodbye!<\/em><\/strong><\/p>\n

\"ComputerBits
Porch, What Porch?<\/figcaption><\/figure>\n

I phoned our supplier who agreed to send a replacement, and would despatch for next day, promising an emailed confirmation.<\/p>\n

I rapidly ended that conversation hoping to get Yodel to get their driver to possibly pick-up and deliver the parcel, or at least find out where it had been left, so we could get it.<\/p>\n

It gets even more unreal from here\u2026<\/span><\/strong><\/p>\n

As I couldn\u2019t get through to Yodel on the phone I had to do an \u201conline chat\u201d, here is a transcript of that \u201cconversation\u201d:<\/p>\n

\u00a0\u00a0<\/strong><\/p>\n

<\/strong>Yodel<\/span><\/strong><\/p>\n

Yodel<\/strong>: 16:55:26 Hi cbits, my name is Yodel How can I help?<\/span><\/p>\n

cbits<\/strong>: 16:56:36 My order say delivered at 12 something “Left at Front Porch” – We are a shop we dont have a front porch – where is it?<\/span><\/p>\n

Yodel<\/strong>: 16:56:59 I\u2019m just checking the system for you now, one moment please.<\/span><\/p>\n

16:59:18 Thanks for waiting. The only information we have on this delivery is that this was delivered today at 1:30pm and left in a secure location around the front of the property<\/em><\/strong>. I’m sorry to hear if this is not the case but you will need to raise an investigation – To do this you will need to contact your Supplier and they can look into this delivery for you cbits. We cannot raise an investigation into one of their deliveries as the contract lies with them and their customer unfortunately.<\/span><\/p>\n

cbits<\/strong>: Hang on – your the courier aren\u2019t you?<\/span><\/p>\n

Yodel<\/strong>: 17:02:14 Yes – But we cannot raise an investigation into one of their parcels, as they will not allow us to do so. You will need to take this investigation up with your supplier.<\/p>\n

cbits<\/strong>: 17:03:22 I will, and I will not use them again if they use you as the carrier for any of my goods This situation is totally unacceptable!!!<\/span><\/p>\n

Yodel<\/strong>: 17:05:34 That’s completely fine if you wish to do that. However, I am sorry to hear that this has happened to you today cbits.
\n17:05:39 Is there anything else I can help you with today<\/strong>?<\/span><\/p>\n

cbits<\/strong>: 17:08:31 What do you mean anything else ? you have done the complete opposite of “helping me”
\n<\/strong><\/span><\/p>\n

Yodel<\/strong>: Goodbye<\/span><\/p>\n

(Names etc have been edited to protect the guilty)<\/p>\n

Now clearly I was harassed at this point and not putting the right questions!<\/p>\n