parcel2go live help !

[ShambleS1980]

ok. i sent a parcel with my hermies via parcel 2 go.
it was a big old thing square and like 20 inches in each direction "not something you can drop behind the seat and lose"

on the 8th i notices that the tracking had a strange issue..

----
TimestampDescriptionDetails
08/02/2014 08:23:00Problem - Parcel Query
08/02/2014 04:35:00Out For Delivery To Courier96
08/02/2014 04:14:00Manifested for Delivery96
07/02/2014 22:33:00Processed at Depot96
07/02/2014 21:45:00Receipt at Depot96
07/02/2014 01:15:00Hub Trailer Via Sorter05
07/02/2014 01:14:00Hub Sorter Receipt Scan05
06/02/2014 14:14:00C2C Despatch59
05/02/2014 14:15:00Collected

----

then i talked to live help who emailed the courier and so on.

then i did live help again yesterday, and they said if iot was not updated/delivered today i could make a claim..

any way off i go to live help again today..

and this is what the convo looks like, i have now been sat here with no reply for ages.

Welcome to Parcel2go.com. Someone shall be with you shortly. You are now connected with Jessica
Jessica: Welcome to Parcel2go.com online. How can I help you today?
Jessica: Hi Garry
Garry Roberts: Hello i contacted you 3 days ago about a missing parcel, and again yesterday
Garry Roberts: i was advized to contact you again today as it is now 6 working days, and delivery should have taken 3-5 days.
Jessica: Okay Garry
Jessica: One moment please
Garry Roberts: The tracking has been marked as "problem parcel queery" since the 8th
Jessica: We have received the following message from Hermes Garry
Jessica: Good evening, Please allow up to five working days for delivery to commence. Kind Regards
Garry Roberts: it has been 6 working days
Jessica: They sent us this on the 10th Garry
Garry Roberts: technically 7 as myhermies work on saturday too
Jessica: I understand, we are very sorry about the delay Garry
Garry Roberts: 05/02/2014 14:15:00 Collected
Garry Roberts: it is now the 13th
Garry Roberts: that is 6 working days from collection.
Jessica: I understand and we are very sorry for the delay. This should be delivered before the 15th
Garry Roberts: i wish to make a claim now
Garry Roberts: they stated 5 working days on the 10th because it had not been 5 working days from collection
Jessica: I am afraid as the courier have confirmed they still have this there is no need to claim
Garry Roberts: i was told yesterday that if it was not delivered today that i would be able to make a claim
Jessica: I am afraid not Garry, that is only if it is lost
Garry Roberts: which it is
Garry Roberts: there is no tracking since the 8th
Garry Roberts: should have been delivered yesterday at the lastest
Garry Roberts: not delivered and no tracking data added since it was lost
Jessica: But the courier has emailed us about this Garry confirming they still have the parcel
Garry Roberts: https://www.parcel2go.com/universaltracking.aspx?tk=P2G17920588
Garry Roberts: it went out for delievery to the courier and nothing
Garry Roberts: at the least they have failed to deliver within 3-5 working days.
Garry Roberts: it has been 6 bank working days and 7 actuall working days as the ourier delivers on saturdays
Jessica: I understand however the delivery time scale is not guaranteed Garry
Garry Roberts: and paying extra for tracking and a signature means, that tracking doesnt work?
Garry Roberts: and paying extra for insurance means i connt claim?
Garry Roberts: cannot*
Garry Roberts: when i use parcelmonkey they do not give these excuses
Garry Roberts: parcel2go seem to just say come back tomorrow come back again tomorrow, come back on the 15th
Garry Roberts: by the 15th ebay will have refunded the buyer with money i do not have
Jessica: I can assure you we are chasing this up Garry
Garry Roberts: you emailed the courier 1ce
Garry Roberts: and now just read the same email to me again and again
Garry Roberts: you say you can make a claim tomorrow if it is not delivered, then when i come back you say no you cant.
Garry Roberts: and apparantly the courier can say "we still have the parcell" forever
Garry Roberts: and you will never file a claim
Jessica: The courier has asked for 5 days for delivery. If this is not delivered by the 15th we will file the claim
Garry Roberts: the courier did not ask for 5 days
Garry Roberts: the courier said wait 5 days
Garry Roberts: that is because on the 10th it had only been 4 days
Garry Roberts: on the 10th 5 working days had not passed. so they staed you must wait 5 working days, they did not state wait 5 more working days
Jessica: They asked for this on the 10th
Garry Roberts: no they did not
Garry Roberts: you do not comprehend what they said
Garry Roberts: on the 10th it had not been 5 working days so they said you must wait 5 working days, they did not say wait 5 more working days
Garry Roberts: collection was on the 5th email was on the 10th, that was only 3 working days. so they said you must wait 5 working days. "2 more days" it is now the 13th which is 3 more working days, the person i spoke to yesterday understood this so said i could make a claim today.

 

[Snoozy]

oh this sort of thing is maddening, they just try to fob their customers off.

they have failed in their part of the contract and wasted your time in the process, having to chase it up.

I would tell them on the phone "its just (very slight pause) -NOT (very slight pause) - good enough"

 

[ShambleS1980]

after wating an age this happend..

Jessica is experiencing technical difficulties. Please wait while we connect you to the next available operator. Thank you for your patience. You are now connected with Amber
Garry Roberts: hello?
Amber: Welcome to Parcel2go.com online. How can I help you today?
Amber: Can you give me a minute or two to look into this for you?
Garry Roberts: yes
Amber: Thank you
Amber: As advised, you would need to come back to us after the 15th please
Amber: This parcel is still tracking
Garry Roberts: no the person i talked to yesterday said i copuld claim today
Garry Roberts: could*
Garry Roberts: can you find the person i talked to yesterday?
Amber: Whilst I appreciate there may be a delay, we wouldnt add a cliam for this im afraid
Garry Roberts: they understood that they asked for 5 days from collection which would have been the 12th, and that today i could make a claim
Garry Roberts: where as you now seem to think they asked for 5 extra dsys from the 10th which is not what they did
Garry Roberts: that would be 8 working days total for a 3 day delivery
Amber: 'Please allow up to five working days for delivery to commence'
Garry Roberts: yes from the 5th
Garry Roberts: not from the 10th
Amber: I will add a precautionary claim on this if you would prefer garry
Amber: That message was sent on the 11th
Garry Roberts: the question was asked on the 10th
Garry Roberts: Jessica: They sent us this on the 10th Garry
Garry Roberts: jessica stated they sent it on the 10th
Garry Roberts: you say the 11th
Garry Roberts: 5 wroking days from the 10th would be the 17th. which would make it 12 days for a 3 day delivery or 9 working days. befor i can make a claim. when obviously they do not have the parcel any more or they would have updated the tracking
Amber: 11/02/2014 12:00:04 Please allow up to five working days for delivery to commence
Amber:
Garry Roberts: the tracking has not been updated since the 8th, and all that says is (problem parcell queery(
Garry Roberts: on the 11th there had only been 4 working days. so they would say wait 5 working days.
Garry Roberts: which is 1 more working dat
Garry Roberts: not 5
Amber: I have added a precautionary cliam for loss on this Garry
Garry Roberts: could you email them again and askthem where the parcel is and if they could update the tracking please.
Garry Roberts: i would do it my self but because i used you as a courier service they will not deal with me.
Amber: Im afraid not, we must allow time for a response
Amber: They advised to allow 5 working days, so that is what we must do
Garry Roberts: it has been 6 working days
Garry Roberts: they did not say 5 working days from this message.
Garry Roberts: the courier says 3-5 day delivery. on the 10th it had been 3 days, on the 11th it had been 4 days. so yes they would say wait 5 working days
Amber: They did, yes.
Garry Roberts: show me where it sayd from the date of this email
Amber: 'Please allow up to five working days for delivery to commence'
Garry Roberts: from collection#
Garry Roberts: not from when you got the email
Garry Roberts: it had not been 5 working days from time of collection when you sent the message.
Garry Roberts: now it has been 6
Garry Roberts: the person i talked to yesterday understood that. why cant any one today?
Amber: No, from the email
Amber: please allow 5 days from the 11th
Garry Roberts: show me where ist says that
Garry Roberts: you are assuming that is what it means.
Garry Roberts: 5 days from the 11th would be 9 working days for a 3-5 day delivery
Garry Roberts: why would you even imagine that is what it means
Amber: In the courier response
Amber: This means please allow 5 days from the 11th gARRY
Garry Roberts: the response is because you did not wait 5 days to send the 1st email
Amber: Otherewise the response would have been different
Garry Roberts: if you had waited 5 working days to wmail the 1st time it would not say wait 3 working days
Garry Roberts: they asked for 5 days from collection because its a 3-5 day service
Garry Roberts: the person i talked to yesterday undertood that
Garry Roberts: said come back today if its not delivered and we will open a claim for you
Garry Roberts: but now you say different
Amber: I have opened a claim Garry
Garry Roberts: no
Garry Roberts: I have added a precautionary cliam for loss on this Garry
Garry Roberts: that is not a claim that is a precautionary claim
Garry Roberts: which means the claim will not be made untill you chose to make it at a later date
Amber: No it isnt
Amber: its a claim
Amber: as a precaution
Amber: Meaning it is not definitely lost
Garry Roberts: then why have the word precotionary "warning that a claim may be coming"
Amber: It is added as a precaution
Amber: Because the parcel is not lost Garry
Garry Roberts: then where is it
Garry Roberts: its not on tracking its not delivered
Garry Roberts: has not been on tracking since the 8th
Garry Roberts: 4 working days missing
Garry Roberts: i call that lost
Amber: As the courier advised, we need to advise 5 working days
Amber: This was 2 days ago
Garry Roberts: it has been 6 working days
Amber: If the parcel is not delivered within the next 3 working days, please come back to us
Garry Roberts: parcel has been lost for 4 working days
Amber: As advised, I have added a claim
Garry Roberts: you said that i could come back today if it was not delivered yesterday
Amber: Please get the required docuemnts in to us asap
Amber: It is not lost
Amber: it is tracking
Garry Roberts: show me
Garry Roberts: it has not been tracking since the 8th
Amber: Yes, I have advised a claim is now open
Garry Roberts: went out for delivery to courier then dissapeared
Amber: You need ot log in to your account to begin the claims process
Amber: Yes, that is why I have opened the claim
Garry Roberts: please show me where it is tracking
Amber: It is no longer tracking
Amber: This is why I have opened the claim
Garry Roberts: you say that the parcel is tracking. can you please show me where it is tracking, because from the tracking info it says "out for delivery to courier" and then it dissapeared.
Amber: It is not tracking garry
Amber: Please add the claims documents
Amber: May I please take a full description of the parcel?
Garry Roberts: it was a big box
Amber: The contents , inner and outer packaging and any distinctive features??
Garry Roberts: wrapped in celophane and tape
Garry Roberts: inside was a steering wheel
Garry Roberts: this was surrounded by polystirnig pieces
Amber: Thank you, i WILL PASS THIS OVER NOW
Garry Roberts: the box was square and about 18 inches in each dimention
Amber: I apologise sincerely for this Garry!
Amber: Thank you
Garry Roberts: you cant just drop it behind a seat and lose it
Garry Roberts: how will i know about any updates to this?
Amber: This will be 2 working days
Garry Roberts: so your basically saying exactly what you have said any way.
Amber: Is there anything else I can help you with?
Garry Roberts: dont bother to contat us till monday, we know its lost. you should have been allowed to make a claim today but we wont do that. so come back monday so we can give you a diferent excuse
Amber: If afraid so
Amber: We must aait the delivery on this
Amber: There is now a claim open
Amber: As advised, ive emailed the claim to you to start
Amber: Have a great evening.
Amber: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
Garry Roberts: i will be using parcelmonkey from now. this service has been terrible.
Amber: I am very sorry that you feel this way, Garry
Amber: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
The chat session has been closed by your Parcel2Go Representative.

 

[BluesBrothers]

Never engage in live help unless it's your very last option. Always phone as it is the only way to get a positive result with these guys.

If you can't find a contact number then pm me here and I will help you out, just don't tell everyone:shhh:

 

[ShambleS1980]

they are really difficult to claim from, they want a documnet proving collection which my hermies do not provide.
you cant just tell them that though as they need it attached.

they want proof of cost. as in a recipt. i will have to try and some how get a pdf of the pay pal transaction.

and they want a signed letter from recipient stating they did not receive the parcel.. "that i have to provide"

---

When i use parcel monkey and had an issue i just told them the problem they looked in to it. asked for the recipients address then did the leg work and refunded.

there was no huge run arround. or conflicting info. they seems to be trying to stall so that the deadline for a claim is over.

 

[BluesBrothers]

The simple fact is that the single cell organisms called live help operators are absolutely no use what-so-ever. If you want to get a result you need to speak to someone. The guys I deal with on the phones are pretty decent and seem to value your custom a lot higher than the keyboard tapping pond life you are used to dealing with there.

 

[ShambleS1980]

if you could send me a number in pm i will call them tomorrow.

 

[scrappysphinx]

@shambles, they will accept jpg's for proof.

When I made a claim for an amiga 1200 that was sold on here I just took a screenshot of the tracking page showing it had been collected, a screenshot of the paypal transaction and a screenshot of the pm between and the buyer advising me it had not been delivered and they accepted them as the evidence.

 

[BluesBrothers]

Already sent. Hope it helps fella

Another word of advice - don't use Herpes - they may be cheap but there is a reason why,... they're crap and don't like to take responsibility for their shabbiness. If P2G do reimburse you it will probably be out of their pocket and not Herpes's.

For cheap parcels I would recommend ipostparcels

Good luck fella

 

[ShambleS1980]

never really has a problem with them before. i think it depends on each depo and their employess, the ones in some areas seem to give others a really bad reputationm.. the guy who comes here is really good and considorate.

 

[BluesBrothers]

never really has a problem with them before. i think it depends on each depo and their employess, the ones in some areas seem to give others a really bad reputationm.. the guy who comes here is really good and considorate.

Yeah my local driver is awesome but the rest of the country worries me. I only use them now for items that have no real value as a cheaper alternative to RM

 

[cheezmonkey]

Just my $0.02, from this very morning:

Welcome to Parcel2go.com. Someone shall be with you shortly.
You are now connected with Natalie
Joel: Hi Natalie.
Natalie: Hello Joel.
Joel: I've just started submitting a claim for damage to P2G17983570
Natalie: I am sorry to hear that
Joel: It's asking for proof of value and suggests a number of ways to demonstrate this. None of the options provided are appropriate
Joel: it was a private transaction arranged over email
Natalie: Ok, how was the money transferred to you?
Joel: The recipient no longer has the packaging either
Joel: It was transferred in the form of store credit at a prticular website (the package contained vintage video games)
Natalie: Ok, What I would suggest is to send an email into claims on claims@parcel2go.com with a statement of how this was made and the value transferred and they can advise you how to show proof of this if possible.
Joel: I'm sorry but your courier has caused considerable damage to my items and now I'm the one expected to do all the leg work?
Joel: ridiculous!
Natalie: I am sorry Joel, but as any compensation claim to be paid, proof is required.
Joel: On the one hand, I have a reputable trader accusing me of trying to rip him off with damaged goods and now I have to do all the work to vindicate myself
Joel: all becuase your company can't do the ONE THING it is isupposed to - ie deliver packages in a professional manner
Natalie: I am sorry Joel.
Joel: What a joke. And all this trouble to claim back just £20. It's scarcely worth the effort. I'll stick to Royal Mail in future. I'll be sure to write about my experience in as many places as is appropriate too.
Natalie: I really am sorry Joel, if you write to our Claims Team I am sure they can come to some kind of resolution without all the evidence on this occasion.
Joel: hmmm OK. Thanks.
Joel: Can you at least tell me which courier service was used for collection and delivery, so I can avoid them in future please.
Natalie: No problem.
Natalie: Can you give me a minute or two to look into this for you?
Natalie: This is with Hermes.
Joel: ... The same lot who delivered a package to me yesterday, which contained a vintage computer
Joel: Which had been left standing in water so long that both the inner and out packaging was completely destroyed
Joel: along with most of the software inside
Joel: and required me to completely disasseble and clean the main thing
Joel: bloody cowboys. Thanks for the info
Natalie:
Natalie: Is there anything else I can help you with?
Joel: Got any Valium?
Joel: No, that will be all. Thank you.
Natalie: lol
Natalie: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
The chat session has been closed by your Parcel2Go Representative.


--I've emailed them, this should be fun. I love a good keyboard war. Shame about the games though

 

[Chinners]

I sometimes feel sorry for the poor saps sat trying to respond to complaints. I bet they never get one contact saying "job well done", which is the case probably 99% of the time.

Also, whilst these people are representing the courier, they are not the ones who damaged your item. All they can do is take whatever you wish to throw at them, and give advise on the best way of sorting the situation out.

I certainly would not want to do their job...

:shrug:

 

[ShambleS1980]

wish i had gotten natalie to talk to i doubt id have made this rant thread.

then again i wish i had taken note of the name of the 1st person i had talked to and requested to talk to them

 

[BrooksterMax]

I sometimes feel sorry for the poor saps sat trying to respond to complaints. I bet they never get one contact saying "job well done", which is the case probably 99% of the time.

I certainly would not want to do their job...

:shrug:

Totally agree, used to respond to complaints in my previous company and it was completely soul destroying. Particularly when you were actually trying to help and you got rage/abuse from the other side.

Good luck sorting out your parcel situation, stay calm, be patient you will get the right outcome - may take longer than you like and involve lots of effort but you will get there.

 

[Firthy2002]

Good experiences with Hermes seem to be the exception rather than the rule. :roll:

I will never use them.

 

[Collz69]

I use parcel 2 go but I only ever deal with UPS through them, my local UPS driver is a nice bloke & ive never had a problem with them.

 

[ptyerman]

Herpes! Had nothing but problems with them in the past, missing or broken parcels and claiming to have tried delivery when they had been nowhere near. Avoid them if you value your stuff, City Stink isn't much better either.

 

[Paradroid90]

I think the likes of My Hermes and Yodel use self employed drivers to deliver their items.

Never had a problem with Yodel but with My Hermes I had used them once and that was enough.

Package got there..................but not in one piece.

UK I have always used Collect+ and not (touch wood) had any issues yet

For posting outside the UK I always use Parcel 2 Go and use UPS collect and send service with no issues there either.

Not defending P2G here buddy but they are just the middle person and the staff can only follow the guidelines set to them.

I feel you pain buddy and hopefully you will get something sorted soon

 

[BluesBrothers]

I used to think Collect+ was ok but complaints about this are spreading like a rash and their rep is as bad as Herpes now. These services are only good for items valued under a fiver in my opinion.
Ipostparcels is a very quick service (often same day collection) and is powered by UK Mail with whom I've excellent history.
Yodel is vastly improved on what it was even 6-9 months ago and it would seem they have got over their teething troubles. Whilst they did have a bad name they are ok now as long as you are ok with their operating times which can mean evening pickups and deliveries.
If you want good solid 9-5 operation though then it's very hard to beat the offers that P2G have on UPS both home and abroad.
As far as complaints handling goes though I would say it is a skill to be able to deal with complaints and the live help guys just don't have it. The lass who dealt with Shambles clearly couldn't be a***ed could she. Even if you don't get the result you want out of a call you want to feel as though some effort has been made on your behalf and that they are capable of doing their job after all that is what they are being paid for isn't it