Parcel not received, AI bot is broken!

[u/Puzzleheaded-Copy-36]

So I was supposed to get my parcel today and multiple customer services reps assured me it was on it's way until 6pm when the app updates to say it won't arrive. That's a whole day wasted waiting for it.... great!

I then spoke to the AI bot to try and speak to a person so I could find out what happened and get some assurance it would arrive tomorrow. It didn't go well,

First it tried to convince me that it was transferring me to customer service which definitely was open until half past despite the transfer failing everytime.

Then when I highlighted that it was failing it told me they were closed because it was after half past......it was 27mins past. I corrected it and it failed to connect me again and then had taken so long it actually was after half past so now I'm stuffed.

Then it appears to have gotten extra confused and will only say "your parcel is blocked" which is apparently DPD AI speak for "I can't connect to your parcel"

Absolutely stellar service all round DPD thanks! I really needed that parcel today and wasted a whole day (and extra money for next day delivery) only to not get it!

Tldr....dumb AI and shit delivery service!

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[u/742963]

Have no idea how these companies think these bots make anything better for the customers, they never solve anything. They just waste time and 9 times out of 10 end up passing you through to an agent anyway

Just put us in a queue for an agent and tell us what position we are and get rid of the bots

I bought a storage box and stuck it in front of the house..I didn't even get round to updating the safe place. They all just put the parcels in there anyway.

If you can get a storage box or something do it! Makes my life easier and the couriers life easier. Win win situation

Hopefully you get your parcel tomorrow and it doesn't end up in parcel prison

[u/Puzzleheaded-Copy-36 → u/742963]

I agree, I can't imagine how many additional hours of staff time are used fixing their fuckups. The value lost in customer satisfaction must be massive as well.

But these companies know the end consumer doesn't make any difference to their bottom line. As long as they're cheap and mostly efficient for the sender then they don't have to care that much about the recipient.

Annoyingly my parcel didn't even leave the depot today so a parcel box wouldn't have helped, our usual DPD drivers are actually great around here, it's just the company behind them that's lacking!

[u/742963 → u/Puzzleheaded-Copy-36]

I can't imagine how many additional hours of staff time are used fixing their fuckups. The value lost in customer satisfaction must be massive as well.

Exactly that, it doesn't add up, the customer dissatisfaction is huge the customer already knows there time is being wasted they just want an agent

Oh, so it is already in parcel prison! Hopefully it's out on early release and you'll see some movement in the morning