I don't know who to consign to hell over this one, but here goes:
I was recently diagnosed with severe sleep apnea. I need a CPAP machine and the doctor set up the vendor.
Today I heard from the vendor. Insurance denied my claim because I'm not covered for "durable medical supplies".
I called the insurance company. The woman said I needed an optional rider to be covered, and to get it I had to call the office of Labor Relations. She gave me a number which didn't work.
I looked up the correct number and called. I am awaiting a callback sometime in the next three business days.
TICTH a large electrical retail store (let’s call them “Scurry”) and a courier company (let’s call them “PDP”)
Our microwave is coming to the end of its life. It’s served us very well but last week I went of the the “Scurry” website to order a new one. (In case anyone is interested, it’s a 4 in 1 combination also including convection oven, grill and air fryer). I was offered next day delivery, but knowing that Mrs Spike was working from home on Tuesday this week, I opted for that date.
On Tuesday morning I got a text from “PDP” confirming the time slot that it would be delivered. However, when the courier arrived, he did that thing we used to do as kids by ringing the doorbell and running away. It too Mrs Spike maybe 30 seconds to answer (she was working remember) by which time he had disappeared. I received a text saying they had attempted to deliver but that nobody was in and that it would be delivered to a pick up point as well. I contacted “PDP” to explain that someone had been in all day, that it was inconvenient to go to the pick up shop and asked for it to be re-delivered. They agreed to deliver it Thursday (yesterday) and said that I’d receive a text before mid day to confirm the delivery slot, and I also received an email to that effect. About half an hour later I received notification that the parcel was ready to be collected from the pick up shop, so I called “PDP” to find what was going on. They were very apologetic and assured me they would get it sorted.
Sure enough, shortly after I received an email saying that the driver had been asked to collect it from the pick up shop and deliver it to me on Thursday as agreed.
By mid day on delivery day (yesterday) I’d heard nothing, so I called “PDP” to find out what was going on. I was told that because I 2 unable to collect it from the pick up shop it had been returned to “Scurry”. I asked why this was, especially as I had email confirmation that it would be redelivered, but was told quite bluntly that it wasn’t their responsibility and that I would have to contact “Scurry” directly to get it sorted.
Well, this is easier said than done, as they seem to go out of their way to prevent anyone from contacting them directly. It reminded me of Hitchiker’s Guide to the Galaxy where Arthur says “It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying ‘Beware of the Leopard’”. The phone number supplied just gives an option to go online, and the only way of contacting them seems to be one of those online chats where it takes half an hour to have a conversation that would take a few minutes on the phone. Instead, I called the number for placing an order and got through to a real person (funny how they’re happy to talk to somebody if they’re likely to be spending money). I explained that I was aware that I was in the wrong department but that I wanted to speak to someone directly. The person was actually quite helpful and transferred me to the relevant department - a department that doesn’t have a direct phone number.
I explained the predicament and was told that because it was being returned, they would have to wait until they receive it and then cancel the original order so that they could generate it as a new order and despatch it again. This will take up to 14 days.
I want to log an official complaint, but due to their policy of not wanting to interact directly with customers, there is no email address where I can contact them.
Spike, you have my sympathy and understanding. Mrs Sioni has recently retired from her job on a sewing machine help line. They arranged to collect sewing machines from users using “PDP” and return them too.
About two years ago, they switched to another courier because of problems like you mention, principally due to the drivers being given less time per drop.
The result was predictable, except to managers unable to see the nose in front of their face.
Said delivery forum is the same one that went silent on the agency on Friday afternoon when I was due to start training on Monday. TBH, given the t&cs, I think I dodged a bullet.
Comments
Outside medicine it is used for “beyond all recognition”.
Ah yes - I'd forgotten that one!
I was recently diagnosed with severe sleep apnea. I need a CPAP machine and the doctor set up the vendor.
Today I heard from the vendor. Insurance denied my claim because I'm not covered for "durable medical supplies".
I called the insurance company. The woman said I needed an optional rider to be covered, and to get it I had to call the office of Labor Relations. She gave me a number which didn't work.
I looked up the correct number and called. I am awaiting a callback sometime in the next three business days.
ARGH!
Our microwave is coming to the end of its life. It’s served us very well but last week I went of the the “Scurry” website to order a new one. (In case anyone is interested, it’s a 4 in 1 combination also including convection oven, grill and air fryer). I was offered next day delivery, but knowing that Mrs Spike was working from home on Tuesday this week, I opted for that date.
On Tuesday morning I got a text from “PDP” confirming the time slot that it would be delivered. However, when the courier arrived, he did that thing we used to do as kids by ringing the doorbell and running away. It too Mrs Spike maybe 30 seconds to answer (she was working remember) by which time he had disappeared. I received a text saying they had attempted to deliver but that nobody was in and that it would be delivered to a pick up point as well. I contacted “PDP” to explain that someone had been in all day, that it was inconvenient to go to the pick up shop and asked for it to be re-delivered. They agreed to deliver it Thursday (yesterday) and said that I’d receive a text before mid day to confirm the delivery slot, and I also received an email to that effect. About half an hour later I received notification that the parcel was ready to be collected from the pick up shop, so I called “PDP” to find what was going on. They were very apologetic and assured me they would get it sorted.
Sure enough, shortly after I received an email saying that the driver had been asked to collect it from the pick up shop and deliver it to me on Thursday as agreed.
By mid day on delivery day (yesterday) I’d heard nothing, so I called “PDP” to find out what was going on. I was told that because I 2 unable to collect it from the pick up shop it had been returned to “Scurry”. I asked why this was, especially as I had email confirmation that it would be redelivered, but was told quite bluntly that it wasn’t their responsibility and that I would have to contact “Scurry” directly to get it sorted.
Well, this is easier said than done, as they seem to go out of their way to prevent anyone from contacting them directly. It reminded me of Hitchiker’s Guide to the Galaxy where Arthur says “It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying ‘Beware of the Leopard’”. The phone number supplied just gives an option to go online, and the only way of contacting them seems to be one of those online chats where it takes half an hour to have a conversation that would take a few minutes on the phone. Instead, I called the number for placing an order and got through to a real person (funny how they’re happy to talk to somebody if they’re likely to be spending money). I explained that I was aware that I was in the wrong department but that I wanted to speak to someone directly. The person was actually quite helpful and transferred me to the relevant department - a department that doesn’t have a direct phone number.
I explained the predicament and was told that because it was being returned, they would have to wait until they receive it and then cancel the original order so that they could generate it as a new order and despatch it again. This will take up to 14 days.
I want to log an official complaint, but due to their policy of not wanting to interact directly with customers, there is no email address where I can contact them.
About two years ago, they switched to another courier because of problems like you mention, principally due to the drivers being given less time per drop.
The result was predictable, except to managers unable to see the nose in front of their face.