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Thread: City Link go into administration

  1. #17
    RIP Peterb ik9000's Avatar
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    Re: City Link go into administration

    this could just be to snow, but if the item is in a city link warehouse then yes, they may have no choice!

  2. #18
    The late but legendary peterb - Onward and Upward peterb's Avatar
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    Re: City Link go into administration

    Quote Originally Posted by MrRockliffe View Post
    Well the order has already been cancelled, even though it says it's in transit. Online still says on schedule, but email says the following:

    Hello,

    Due to unforeseen circumstances, we're unable to deliver your*Amazon.co.uk*order (order number for the computer case) to you.

    We've refunded your order in full. Your refund will go through in 2-3 business days and should show on your next statement. Please note that this doesn't include your bank's processing time.

    If you'd still like the items you ordered, please return to our website and place a new order.

    We apologise for any inconvenience caused.

    Regards,


    Customer Service Department


    Note: this e-mail was sent from a notification-only e-mail address that can't accept incoming e-mail. Please don't reply to this message.
    If I were a betting man, I'd say that was a dead cert for a Citylink order stuck in transit.

    As ever, Amazon's outstanding customer service has kicked in to protect you. Apart from anything else, they have more clout when dealing with the administrator in getting goods released and returned, so while you might be a inconvenienced by the delay, you will neither be out of pocket, nor face the hassle of tracking doen your goods.

    I'm Always impressed by the speed of Amazons refunds, a lesson some other e.tailers could learn from.
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  3. #19
    Senior Member MrRockliffe's Avatar
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    Re: City Link go into administration

    Amazon are usually pretty quick, but as it happens they don't have the case in stock (I bought the last one)
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    Re: City Link go into administration

    Quote Originally Posted by ik9000 View Post
    this could just be to snow, but if the item is in a city link warehouse then yes, they may have no choice!
    Rather annoying - my experience of citylink is that they don't even bother really to try to deliver - they expect you to pick up at the warehouse as the default.
    Mind you I did end up with four angle grinders for the price of one a long time ago due to a customer services / Citylink spiral of stupidity.

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    Re: City Link go into administration

    Personally, I had very few problems with CityLink over the years, I suspect because they were delivering to a business address.

    Residential deliveries were fairly bad though, usually just late, took them 3 days to deliver a TV because they kept running out of time and the address was probably near the end of their route.

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    Re: City Link go into administration

    Hmm, City Link was dire when I first started using them, but after a few years I had no major complaints (in the areas I used them).
    UK couriers have much to learn from Japan, especially in terms of re-deliveries. Every single delivery companies lets you choose from at least 5 options within the same day (e.g. AM, 12:00-14:00, 14:00-16:00, 16:00:18:00, 18:00-21:00) or something to that effect, and they always meet the deadline in my experience. And it is not some kind of premium service, this is standard.
    Last edited by TooNice; 29-12-2014 at 05:27 AM.

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    Re: City Link go into administration

    I had pretty good experiences with CityLink in the past, but don't use any courier all that much these days.

    Personally, I think a LOT of the customer experience of any courier firm depends primarily on two things :-

    1) The driver
    2) How good the local depot manager is

    A good manager gets good drivers, treats them reasonably well and the result is good service. My regular (several times a week) CityLink driver discussed with me the best time to deliver, or collect. Afternoons were better for me, and avoiding wasted trips suited me, so we agreed he'd deliver to me on his usual 'collection' run in the afternoon. It helped me, and helped him.

    He retired a few years back, and I don't (didn't) see his replacement often enough for it to matter.

    But .... get a poor manager, and drivers who don't care, including if they get fired 'cos they just job-hop, and any courier service can be lousy in that area. So, me getting great service from company A and lousy from company B is no indication that anyone in a different depot's area will too.

    Of course, the input from head office should be to get good managers everywhere, 'cos the rest follows. Sadly, that often seems to be lacking and most courier services have, in my experience, been object lessons in a lousy customer experience.

    Of course, if HQ also have lousy pay rates, and delivery schedules and volumes that make it impossible for drivers to spend the extra minute or two getting it right, then we can't blame drivers for not giving a damn. But, that extra time has to be paid for, so maybe customers are to blame for pressure on delivery charges, meaning HQ has to pay poorly and load up the schedule. So really, we perhaps get what we deserve.

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  9. #24
    Now with added sobriety Rave's Avatar
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    Re: City Link go into administration

    Quote Originally Posted by wasabi View Post
    Mind you I did end up with four angle grinders for the price of one a long time ago due to a customer services / Citylink spiral of stupidity.
    Did you build an angle grinder go-kart? Foolish not to IMO!

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    Re: City Link go into administration

    Quote Originally Posted by Rave View Post
    Did you build an angle grinder go-kart? Foolish not to IMO!
    Quality idea As it was, what I really needed a wall chaser but was too skint to get one. Maybe I should have superglued two together?

  11. #26
    root Member DanceswithUnix's Avatar
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    Re: City Link go into administration

    Quote Originally Posted by MrRockliffe View Post
    Well the order has already been cancelled, even though it says it's in transit. Online still says on schedule, but email says the following:

    Hello,

    Due to unforeseen circumstances, we're unable to deliver your*Amazon.co.uk*order (order number for the computer case) to you.

    We've refunded your order in full. Your refund will go through in 2-3 business days and should show on your next statement. Please note that this doesn't include your bank's processing time.

    If you'd still like the items you ordered, please return to our website and place a new order.

    We apologise for any inconvenience caused.

    Regards,


    Customer Service Department


    Note: this e-mail was sent from a notification-only e-mail address that can't accept incoming e-mail. Please don't reply to this message.
    I read that they are saying that if you have goods in transit, it is down to you to track them down and get them from whichever depot they ended up at. Sounds like Amazon are helping you a lot there.

  12. #27
    Ghost of Hexus Present sammyc's Avatar
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    Re: City Link go into administration

    ^ but as amazon have already refunded in full and said to re-order if still wanted..?

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    Re: City Link go into administration

    Quote Originally Posted by DanceswithUnix View Post
    I read that they are saying that if you have goods in transit, it is down to you to track them down and get them from whichever depot they ended up at. Sounds like Amazon are helping you a lot there.
    Do you?

    I read it as Amazon saying they've cancelled the order and refunded the customer, who should place an entirely new order if they still want the goods.

    Therefore, any goods in transit are the property of Amazon, not the customer, and it's Amazon's responsibility to physically retrieve in-transit goods, and their liability if they fail to do so. And that, IIRC, is consistent with basic consumer law, because responsibility for goods does not pass to customer from seller until they physically pass from courier to end-customer (and even then, only assuming they're paid-for).

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    Senior Member AGTDenton's Avatar
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    Re: City Link go into administration

    Some USP's from other couriers:

    -DPD inform their customers when to expect a parcel within a 2 hour time slot (with a good degree of accuracy from my experience), so that you don't nod off or go out for a risky 5 minutes.
    - UPS and others can now collect from or deliver to a local convenience store so that you can take or collect a parcel at your leisure.
    - CityLink - still delivering parcels from 1999

    I cant speak for the last 3 years of CityLink as its been that long since I had any dealings with them. But my opinion up until then was that they were stuck in '00 - as others modernised over time they didn't. Their systems hadn't changed much since the 90's and was a dilapidated DOS system (at least up until 3 years ago, my last visit to one of their depots) which just couldn't cope with the volume. It took so long for an operator to search for an individual product on the computer to find its whereabouts, it appeared like the information was stored on about 3 different systems all joined together by sellotape.

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