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7 posts

Wannabe Geek


  # 2225466 26-Apr-2019 12:45
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An update, and likely my last.

 

After two months of trying to resolve this issue with Amazon, around 8+ missing / returned packages later, and close to 20 hours on chat, emails, and phone calls, I at long last have resolution. Over the course of those two months, numerous Amazon reps told me they were putting in a request for my packages to not be shipped with DPD. Yet DPD continued being the carrier. When I questioned this, numerous other reps told me it is not possible to outright stop a particular carrier being used for my shipments (at least, not for international shipments... it's apparently something they do more readily for US shipments, as there are so many carrier options).

 

Eventually, some weeks ago, after some ranting and low-level swearing (from me) a supervisor told me he was submitting a "deprioritization request" for DPD on my account. He said it might take 1 to 2 weeks to become effective. I said, "Isn't that what numerous other reps have said they submitted?" He assured me there was no record of anyone having lodged such a request for my account. He did it whilst I waited on the phone, and I received an email confirmation minutes later confirming what he'd done.

 

Two weeks later, I've placed a number of orders. There are now 8 packages on the way, and all have been shipped with DHL.

 

My tiresome dilemma with DPD seems to be over.

 

I suggest anyone else consistently having major issues with DPD make a similar request. I suspect you'll need to be talking with a Supervisor to make the request, as the common (phone/chat/email answering) Amazon reps are not in a position to make such a decision, and many don't even know it is an option. Keep in mind, I'd had close to 10 items returned to Amazon due to delivery issues. And a significant number of other items delayed long enough that Amazon's system figured they were missing in action (they eventually showed up). I suspect Amazon is not going to "deprioritize" DPD on your account unless they see there's significant (i.e., reduction of their losses) reason to do so.


842 posts

Ultimate Geek
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  # 2226023 27-Apr-2019 08:06
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jenz888:

 

An update, and likely my last.

 

After two months of trying to resolve this issue with Amazon, around 8+ missing / returned packages later, and close to 20 hours on chat, emails, and phone calls, I at long last have resolution. Over the course of those two months, numerous Amazon reps told me they were putting in a request for my packages to not be shipped with DPD. Yet DPD continued being the carrier. When I questioned this, numerous other reps told me it is not possible to outright stop a particular carrier being used for my shipments (at least, not for international shipments... it's apparently something they do more readily for US shipments, as there are so many carrier options).

 

Eventually, some weeks ago, after some ranting and low-level swearing (from me) a supervisor told me he was submitting a "deprioritization request" for DPD on my account. He said it might take 1 to 2 weeks to become effective. I said, "Isn't that what numerous other reps have said they submitted?" He assured me there was no record of anyone having lodged such a request for my account. He did it whilst I waited on the phone, and I received an email confirmation minutes later confirming what he'd done.

 

Two weeks later, I've placed a number of orders. There are now 8 packages on the way, and all have been shipped with DHL.

 

My tiresome dilemma with DPD seems to be over.

 

I suggest anyone else consistently having major issues with DPD make a similar request. I suspect you'll need to be talking with a Supervisor to make the request, as the common (phone/chat/email answering) Amazon reps are not in a position to make such a decision, and many don't even know it is an option. Keep in mind, I'd had close to 10 items returned to Amazon due to delivery issues. And a significant number of other items delayed long enough that Amazon's system figured they were missing in action (they eventually showed up). I suspect Amazon is not going to "deprioritize" DPD on your account unless they see there's significant (i.e., reduction of their losses) reason to do so.

 

 

Glad that worked for you. I have been told that DPD have been deprioritized for  my account but it had no effect. My last parcel was assigned to DPD. According to the carrier, it was never actually handed over to them.


 
 
 
 


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Ultimate Geek
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  # 2232053 7-May-2019 02:08
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So, DPD shipment number five (this year) failed to make it and I re-engaged with amazon customer services.

 

The CS rep offered nothing and merely repeated the lame platitudes about automatic choice of shipping agent and deprioritizing DPD that I have heard before.

 

I told them to hand me over to a supervisor who just repeated the same old stuff. I told them to hand me over to their manager and they told me that they were my last point of contact in amazon.

 

I then filled in the 'how did our CS rep do' feedback with a pretty scathing comment.

 

I got an email back from another CS rep saying that I had not been dealt with correctly and offering to work with me to arrange a reshipment with any other carrier other than DPD.

 

Before I could respond - I was away for the weekend - they decided to just reship the item using DPD.

 

I am not impressed.

 

 


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  # 2232091 7-May-2019 08:02
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jpoc:

 

So, DPD shipment number five (this year) failed to make it and I re-engaged with amazon customer services.

 

I am not impressed.

 

 

 

 

Wow, no wonder you're peeved. 

 

I've had a 100% success rate with DPD, and their delivery times have even been improving lately. 

 

Do you live on the moon or something?  5 failed deliveries is extraordinary, maybe they have some systemic issue related to your postal address? 

 

(Similar to my issue where I keep receiving waiheke island mail to my house in Mt Maunganui. Has been happening for over 2 years and ongoing....)


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Ultimate Geek
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  # 2234174 10-May-2019 00:24
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surfisup1000:

 

jpoc:

 

So, DPD shipment number five (this year) failed to make it and I re-engaged with amazon customer services.

 

I am not impressed.

 

 

 

 

Wow, no wonder you're peeved. 

 

I've had a 100% success rate with DPD, and their delivery times have even been improving lately. 

 

Do you live on the moon or something?  5 failed deliveries is extraordinary, maybe they have some systemic issue related to your postal address? 

 

(Similar to my issue where I keep receiving waiheke island mail to my house in Mt Maunganui. Has been happening for over 2 years and ongoing....)

 

 

My postal address is in the heart of the CBD. Less tan a minute's walk from Britomart.

 

The address is open and staffed 24/7 and you can stop right outside the door.

 

Youshop have no problem and my last amazon/dhl shipment took four days to arrive from the US.

 

I cannot understand what the issue might be. Fastway have delivered many times in the past through iParcel but DPD cannot get parcels to them.

 

 


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  # 2234331 10-May-2019 09:48
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DPD's interpretation of the word 'Delivered' is certainly rather loose.

 

On Amazon it shows as delivered, on the WN Direct website it looks like this:

 

 

and Fastway NZ's corresponding status is thus:

 

 

So I still don't actually have my parcel. Although I'm confident I will get it soon and it is all still well within the promised timeline.





The first 5 days after the weekend are the hardest.


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  # 2234514 10-May-2019 15:14
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Hmm, I wonder if I am about to have my first bad DPD experience.  Has been stuck in status "Processed on Packet Line" for a week now. 

 

Every other time I have something shipped through them, it goes straight to 'scanned to vehicle' about an hour after the packet line status. 

 

I queried amazon help, they just told me to contact them if it doesn't arrive by the ETA. Which is a bit crap, because the ETA is the worst case scenario a long way out. 

 

But, I understand why amazon say that... they have no control once it leaves their hands. 

 

 


mdf

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  # 2234552 10-May-2019 16:28
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Hah! @floydbloke I suspect we've got packages on the same courier.

 

Like you, I got a notification that my package had been delivered today (10 May). Couldn't find anything and a squiz at the CCTV confirms no couriers all day. To the internet! Found my way to this thread and did @backfiah's trick of tracking via wndirect and on to Fastway.

 

And also like you, Fastway now shows "Your parcel is now onboard with our rural contractor", despite being in the heart of Wellington. That will be an interesting delivery route if it's true.


842 posts

Ultimate Geek
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  # 2236848 14-May-2019 19:55
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So, after another chat with amazon cs they decided to re-ship the item via DHL. Shipped Monday, delivered Friday. To the same address.

 

 


NPCtom
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  # 2237046 14-May-2019 23:14
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Had a few problems with DPD last year. Their tracking information seems to be delayed and could never get a fast way tracking number.

What I did was contact Amazon CD and ask for it to be shipped with DHL.

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Ultimate Geek
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  # 2238687 15-May-2019 23:39
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None of the 5 parcels ever showed up on the wndirect tracking site and amazon's own tracking service never indicated that the packages had actually been handed over to the carrier but this week, the amazon website reported:

 

Friday, May 10 12:48 PM

 

Package arrived at a carrier facility US  

 

I then entered the tracking ID into the wndirect site and I saw:  

 

Processed on Packet Line   12:48 Fri 10 May 2019  

 

There was a link to a fastway tracking page which had the following:  

 

Your parcel is currently in transit between our 'Auckland' and 'Whangarei' depots.  

 

Not really sure why it is off up North but this appears to be the first to have made it to NZ.


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  # 2240647 18-May-2019 20:28
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floydbloke:

 

DPD's interpretation of the word 'Delivered' is certainly rather loose.

 

<snip>

 

 

I'd blame fastway. They are the ones stating that the parcel has been delivered (to another part of their network.) DPD and amazon are not parsing their website with full knowledge. They are just searching for keywords such as delivered. I get the impression that fastway are deliberately using the word delivered in order to make them look good to the upstream site stats that will be run by DPD and amazon.


NPCtom
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  # 2241049 19-May-2019 23:06
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Ordered an adapter on the 12th of May and Amazon tracking says it's been on 'Package arrived at a carrier facility' since the 14th.

 

WnDirect says Processed on Packet Line also since the 14th.


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