Time Zone : Europe/London

Chat Started : Mon, 28 Oct 2024 08:13:31

(Mon, 28 Oct 2024 08:13:31) Anonymous User : ContactDetailsForm:

Before we chat, we just need a few details about you and your parcel.

(Mon, 28 Oct 2024 08:14:35) Dan Ciobanu : Done

ContactDetailsPostBack: FIRST_NAME:Dan LAST_NAME:Ciobanu
EMAIL:[email protected] e6b1c7aa-ed58-4154-97ff-8534cec87878:14 east dock rd
b40c290e-6f3f-473b-8559-d75f4e6705a0:np20 2fr
a365ba37-7bfa-42a2-a0a8-3bef8d2318db:I am awaiting feedback from Yodel
bb5e39d4-fff2-4292-9a23-8f24fb3e5aac:JD0002232130773791

(Mon, 28 Oct 2024 08:14:39) Anonymous User :

Thanks for completing these details. You will shortly be connected to one of
our team.

(Mon, 28 Oct 2024 08:14:55) Rachna Singh : Good Morning, Dan. Thank you for
contacting Yodel Live chat, my name is Rachna.
How are you doing today?

(Mon, 28 Oct 2024 08:15:12) Dan Ciobanu : Hello, not very well, but thank you for
asking

(Mon, 28 Oct 2024 08:15:49) Dan Ciobanu : This is the 6th time I am speaking to an
operator. My parcel containing my
Virgin Media router is stuck in the local delivery office

(Mon, 28 Oct 2024 08:15:59) Dan Ciobanu : I would like to make a formal complaint

(Mon, 28 Oct 2024 08:16:34) Dan Ciobanu : I was promised every time that someone
will look for it

(Mon, 28 Oct 2024 08:16:38) Dan Ciobanu : but no result

(Mon, 28 Oct 2024 08:17:10) Rachna Singh : Dan, I understand that you are waiting
for the parcel delivery and you want to
make a complaint for the parcel delay. Let me quickly go through the details
and help you with the updated information on your parcel.

(Mon, 28 Oct 2024 08:17:30) Dan Ciobanu : I need my router for my new home, and it
is beyond my patience already

(Mon, 28 Oct 2024 08:21:08) Dan Ciobanu : Please see my previous conversations so
we can avoid going through everything
again. Take your time, but I need my parcel today.

(Mon, 28 Oct 2024 08:21:19) Rachna Singh : While I'm checking the status of your
parcel, would you like to share how's
your day going so far?

(Mon, 28 Oct 2024 08:21:20) Dan Ciobanu : I can go pick it up myself

(Mon, 28 Oct 2024 08:21:57) Dan Ciobanu : It just started, and it is not starting
well, as you can notice
(Mon, 28 Oct 2024 08:22:18) Dan Ciobanu : sorry, I do not mean to be rude, but I
have wasted already too much time on
this issue

(Mon, 28 Oct 2024 08:24:09) Rachna Singh : I understand how important this parcel
is for you and let me quickly go through
the details and help you with the updated information on your parcel.

(Mon, 28 Oct 2024 08:25:28) Dan Ciobanu : Marius Dan Ciobanu, 14 east dock road
NP20 2fr. Parcel initially was ordered
for 287 Capel Crescent, NP20 2EW, but I redirected it to the first address
above, and never heard of it

(Mon, 28 Oct 2024 08:25:38) Rachna Singh : Thank you for waiting, Dan. Please
accept my apologies, for the experience. As
I can see the issue was already raised with the depot, but the concern is
already in progress. So, I would request you to please wait for today for an
update.

(Mon, 28 Oct 2024 08:26:54) Dan Ciobanu : I have been waiting for an update for too
long. I am waiting for the parcel :)
Meanwhile I would like to see my options regarding complaints. Thank you

(Mon, 28 Oct 2024 08:28:20) Rachna Singh : I understand how important this parcel
is to you and apologise for the parcel
delay. I would like to request you to please wait for today for an update, the
best I can do for you. I'll highlight the concern with the delivery to deliver
the parcel at the earliest.

(Mon, 28 Oct 2024 08:30:04) Dan Ciobanu : You are required by law to instruct me
about complaints options. It is not
personal, but I am paying for an internet service which I cannot use because of
this.

(Mon, 28 Oct 2024 08:32:13) Rachna Singh : I certainly understand your concern and
I've raised the concern on your behalf
to deliver the parcel at the earliest as your waiting for the update on this.

(Mon, 28 Oct 2024 08:34:08) Dan Ciobanu : I am sorry, but repeating something like
that is not a way to convince someone
not to make a complaint. I am considering that the issue was not addressed by
you, and I will forward the case to the Ombudsman Services for Logistics

(Mon, 28 Oct 2024 08:35:09) Dan Ciobanu : If you would like to escalate this to
your internal management team, please let
me know, otherwise I will contact the Ombudsman Services today.

(Mon, 28 Oct 2024 08:37:11) Dan Ciobanu : I am willing to pick it up from the local
deposit, I am doing the best I can
for this situation

(Mon, 28 Oct 2024 08:37:46) Dan Ciobanu : All I receive from you are copy pasted
messages without any useful information.

(Mon, 28 Oct 2024 08:40:03) Rachna Singh : If you wish to collect the parcel from
the depot so, I'll pass the information
to the team for arranging the collection from the depot and it will take 24
hours for an update. If you wish to make a complaint, you can write us at
[email protected]
(Mon, 28 Oct 2024 08:41:25) Dan Ciobanu : I need the fastest option, 24 hours
sounds awful

(Mon, 28 Oct 2024 08:42:38) Rachna Singh : I certainly understand your concern, as
per the process, if we make any changes
to the delivery address or amend date so, it will take 24 hours for an update.

(Mon, 28 Oct 2024 08:44:40) Dan Ciobanu : No, please just have them search for the
parcel and deliver it to me. It seems
there might be a chance to have it today, since I was promised they will search
for it for a few days. If it does not arrive today, I will call Virgin Media
and I will ask them if they have any other option for me to get a new router
avoiding Yodel altogether

(Mon, 28 Oct 2024 08:44:40) Rachna Singh : Are we still connected?

(Mon, 28 Oct 2024 08:45:37) Dan Ciobanu : Is there any way that you can call
directly the delivery office and get an
update for this?

(Mon, 28 Oct 2024 08:47:45) Rachna Singh : I am sorry as we do not have the access
to contact the depot however, I've
raised the concern on your behalf to deliver the parcel at the updated delivery
address. I would like to request you to please wait for today for an update.

(Mon, 28 Oct 2024 08:47:52) Rachna Singh : For future deliveries, did you know that
you can see a 2-hour time window on
our app? It's free to download from the App or Google Play Store by searching
for the Yodel Parcel Tracker App. You can apply your delivery preferences
(Redeliveries, safe place, preferred neighbour, alternative address options,
and update what3words location, etc.) to every delivery and we'll automatically
match them for every parcel we receive for you. Once your parcel is delivered,
we'll also show you the delivery photo.

(Mon, 28 Oct 2024 08:47:57) Rachna Singh : Apart from this is there anything else I
can assist you with?

(Mon, 28 Oct 2024 08:48:02) Dan Ciobanu : I know you have a computer system, but it
obviously does not work

(Mon, 28 Oct 2024 08:48:30) Dan Ciobanu : Is there any way I can call directly the
depot?

(Mon, 28 Oct 2024 08:49:40) Dan Ciobanu : Yes. I will wait for it today.

(Mon, 28 Oct 2024 08:50:15) Rachna Singh : If you wish to contact someone so, you
can contact to Yodel’s Customer Service
number is 0344 755 0117 and I'm sorry as we do not have the access to contact
the depot however, I can see the issue was already raised with the depot, but
the concern is already in progress. So, I would request you to please wait for
today for an update. Is there anything else I could help you with?

(Mon, 28 Oct 2024 08:50:41) Dan Ciobanu : No, thank you.

(Mon, 28 Oct 2024 08:50:56) Rachna Singh : You're welcome. Many thanks for
contacting us. I will now close this chat, If
there is anything else we can do to help in the future, please do not hesitate
to come back to us. We are here to help you.
(Mon, 28 Oct 2024 08:51:01) Rachna Singh : Card: Please choose the option below to
receive the chat transcript. Yes, I
need Chat Transcript, No

(Mon, 28 Oct 2024 08:51:03) Dan Ciobanu : Yes, I need Chat Transcript
TextPostBack: Yes, I need Chat Transcript

(Mon, 28 Oct 2024 08:51:04) Rachna Singh : Survey: Survey with title [
Customer Feedback
] is not submitted