The Transcript, aka: "you're f**king joking right?"

General Info

Chat start time Mar 13, 2010 12:21:39 PM EST

Chat end time Mar 13, 2010 12:41:59 PM EST

Duration (actual chatting time) 00:20:19

Operator Brian

Chat Transcript

info: Please wait for a site operator to respond.

info: You are now chatting with 'Brian'

Brian: Hello, how can I help you today please?

Graham: Hi. I put in a claim for a damaged parcel a long time ago. Someone finally called me on Tuesday last week, unfortunately I missed their call. I called back but the person was unavailable. Their colleague advised that they would call me back or email me again, they never did. I tried live help again on Thursday and someone assured me Natalie would be calling me the same day. No one has called.

Graham: And being honest, I'm starting to loose my patience a bit. I know it wasn't you I dealt with so none of this is directed toward you I should say.

Graham: id number 17715 and order number 3160603

Brian: Can you give me a minute or two to look into it for you?

Brian: I am sorry that no one got back to you Graham, I'll look into this for you now

Graham: No problems Brian - it'll probably take a few minutes to read all up on. Happy to wait while you have a chance to do that. Cheers

Brian: Unfortunately Graham, this claim was rejected due to the longevity of this, though the last tracking was waiting for more information from the courier. I suggest that you contact m.james@parcel2go.com and request information regarding this, and ask if it can be taken up again.

Brian: My apologies that this is delayed even further and that I cannot personally do anything regarding this, but all I can advise is you contact Mel and request information. She is the supervisor

Graham: Sorry? the last I heard was that more pictures were required by 24th February. I sent them in via email after checking it would be ok to do so on 23rd February and after that all I have been told is that things are progressing as normal. No one has told me at any point that there was a danger of the claim being rejected or even that it was rejected. How can it have been rejected due to the timescale when I have provided Parcel2go with all the information asked for whenever they have asked for it?

Graham: I appreciate this isn't your fault Brian and know you are just passing information on. Could you pass some information back to your line manager for me please?

Brian: This is why I am suggesting you speak to Mel, as you provided the information you were required to, and we awaited information from the courier. Mel is the one to speak to regarding this

Graham: Do you have a direct line number for her please?

Brian: Unfortunately not, you'd need to ring our help line during the week if you wanted to speak to someone over the phone.

Graham: OK I will try that. Thank you for your help.

info: Your chat transcript will be sent to blankwerks@gmail.com at the end of your chat.

Brian: No problem, I hope this gets resolved for you,

Brian: Have a good weekend

Brian: 0844 847 2600

Brian: Monday-Friday between 8.45am and 6pm you can call

info: Your chat transcript will be sent to blankwerks@gmail.com at the end of your chat.

Graham: You too Brian. And if you could just pass on a message to your manager for me please - I used to have a website that featured some bad service parcel2go gave me years ago. During the time it was up Anneka Adams-Mercer and I talked a lot about what she could do to get me to take it down (it was featured quite a lot on consumer sites and got a lot of publicity). I only took it down once the service i had improved and since then I didn't bother renewing the domain name or updating the site. I'm now going to have to do this again in an effort to get the management there to do what they should have. If you could tell them to head over to www.parcel2gosuck.co.uk and watch the updates, I would appreciate that greatly. Thank you for at least trying for me. Graham

Yep - you read that right! they took too long to sort out the problem so now it's too late to get the refund, or even a token payment. Oh I sent everything in to them in time, but they were busy or something - maybe they had a fire drill or a company lunch or something. Upshot is, if I want it looking at, it's now down to me to spend yet more time chasing them up and asking really nicely if they would mind looking into it again. Fun this isn't it. I can't think of anything I would rather do with my time.