DHL and the MacBook Pro
Since the MacBook Pro that was delivered to me was dented, Apple had requested for it to be returned, and had arranged for DHL to pick it up. Apple customer service spoke to me regarding a pick-up time and date, and it was agreed for this morning. This was communicated to DHL, which later called me to confirm the timing - 10 am to noon this morning.
Imagine when no one turned up in the morning. By 1245 hrs, I gave DHL customer service a call, to ask about the collection. The customer service agent then proceeded to make excuses that perhaps it was the rain that delayed the courier, and asked me if I needed to go out?!? She was from a separate department from the person who did the order (someone who does it exclusively for Apple), so she gave me the person's land line and mobile number. I called that person, and she was not in the office. I repeated my story, and since she had spoken to me prior, could remember who I was. Unfortunately, she only said that she had to check with operations on why there was a delay.
1305 hrs, and the courier finally arrives. Except that he is expecting some paperwork. I explain to him that it is a returned item, and that Apple was doing it. He seemed so reluctant to take the computer, so I had to tempt him with the order number that I got from the customer service agent from DHL. He proceeded to scribble it on the box.
I emailed Apple customer service about this whole issue, and quickly got a call from the Apple customer service agent who handled my case. She was her usual cheerful self, and was apologetic about what had happened. She promised to contact DHL about all the issues. I would say that it is a plus for Apple, and a few minuses for DHL. To think I used to think quite well of DHL...
Imagine when no one turned up in the morning. By 1245 hrs, I gave DHL customer service a call, to ask about the collection. The customer service agent then proceeded to make excuses that perhaps it was the rain that delayed the courier, and asked me if I needed to go out?!? She was from a separate department from the person who did the order (someone who does it exclusively for Apple), so she gave me the person's land line and mobile number. I called that person, and she was not in the office. I repeated my story, and since she had spoken to me prior, could remember who I was. Unfortunately, she only said that she had to check with operations on why there was a delay.
1305 hrs, and the courier finally arrives. Except that he is expecting some paperwork. I explain to him that it is a returned item, and that Apple was doing it. He seemed so reluctant to take the computer, so I had to tempt him with the order number that I got from the customer service agent from DHL. He proceeded to scribble it on the box.
I emailed Apple customer service about this whole issue, and quickly got a call from the Apple customer service agent who handled my case. She was her usual cheerful self, and was apologetic about what had happened. She promised to contact DHL about all the issues. I would say that it is a plus for Apple, and a few minuses for DHL. To think I used to think quite well of DHL...