I love Scan but I hate CityLink

[MonkeyBum]

I agree with Parcelforce, they are nothing but excellent.

[oshta]

Also i find DHL are very good.
- Infact i get on quite well with the normal driver, and he rings me to let me know when his going to come (within about 20mins)


Daniel

[Workaholic]

Maybe slightly off target, could you check one thing for me on your systems.

The parcel that my dad picked up for me (cos supposedly no-one was home first time and they arrived minutes after I left second time round) had an address label stuck on with my HOME details. FINE, I thought I forgot to change the shipping address details when ordering from the payment one, however inside, the invoice says ship to my WORK details.

What happened and is my other order still to be sent to WORK!

Thanks in advance.

[dannyboy83]

Citylink are a bit hit or miss for me too. Usually, my stuff gets left with a neighbour, which is fine, but more and more, they are not leaving cards. It'd be nice to know where my stuff is!

[Blackspeech]

City Link apologetic today when the delivery turned up at 15:15.

I told him he was lucky he isn't dealing with my 9 months pregnant and hormonal wife!

Anyway, I called Scan to express my concern that they wouldn't show and while they called City Link there was not much more they cpuld do than accept what City Link had said.

I think this is where the system really does fall apart. We are all left feeling a bit deflated, including those good people at Scan. So what can be done? I would suggest a review of the contractual obligations (SLA's - Service Level Agreements) that City Link are contracted and paid to deliver against.

What does the contract allow for in terms of penalties? A clear communication chain would be good, such as the local branch being able to call their drivers upon a complaint/enquiry. Clearly the 'out for delivery some time today' line is well worn.

The simple thing to do would be to have open communication with drivers and also be able to enforce a clear, structured and easily monitored set of SLA's.

Scan could easily review the SLA's and also I would suggest that Scan consider putting a customer's telephone number on all orders (where customer gives permission) so that City Link can call, should any problem arise. If I received a call from the driver querying address it would have resolved the problem.

Also, I did note that the driver had reported he could not find the address at 15:07 according to the web site. If this was known when I called at 3:30, I could have been told. However I suggest that this comment is not made until after the driver reaches the depot at the end of the day. What use is that?

All we want is our deliveries, on the day and between the hours agreed. If they are not going to call, we want to know asap so we can get on with our lives. I got my stuff but could do without the hassle, my wife is having our second baby tomorrow (being induced) and I hope he/she arrives on time!

[JimNastics]

Been let down by City Link today, I've been sat here all day waiting for the delivery but no show, just checked online and says "There was no one to receive the goods at the delivery point so a card was left" So I phoned them up to explain I've been sat here all day, no ones knocked on the door and there's no sign of a card. To put the icing on the cake the lady says "the driver reported that no one answered the intercom"... fair enough, IF I HAD A FECKING INTERCOM! So frustrating, particularly as now I'll have to wait till Monday. She said she'll phone the driver to see if he can come and try "again", very much doubt that will happen.

[BlackDwarf]

the driver reported that no one answered the intercom"... fair enough, IF I HAD A FECKING INTERCOM!

Hah, thats classic citylink!

Just like the time i was told:
Bloke: The driver reported there was no answer
Me (knowing their previous antics): Are you sure he tried delivering, because i don't have a card on my doormat
Bloke: Well it says he tried delivering it to your house, the one with a brown door.
Me: Right.... Well... that helps, as all of my road, and half the fxxxing UK has brown doors!!!

Right eejits sometimes.

I dread when I order my Z5500's from Scan in a few days, I might be lucky to revieve it this side of the new year with CityLink

[Skii]

I agree with Parcelforce, they are nothing but excellent.

Parcelfarce are without doubt the worst courier experience I have ever had in my life.

I would rather eat my own feet than have one of those incompetent cretins come within
a square mile of any future order I make.

I really cannot describe how much I utterly despise them.

Just my 2p

[toolsong]

Been let down by City Link today, I've been sat here all day waiting for the delivery but no show, just checked online and says "There was no one to receive the goods at the delivery point so a card was left" So I phoned them up to explain I've been sat here all day...

I'll bet that and other excuses are standard internal protocol when they know they are unlikely to make the delivery on time but can't afford to let their 'measured' performance slip for an agreed SLA with a client

FWIW, I've had next day delivery on 2 orders from Scan....

[chud]

All courriers have the same inherant problems:
1) They dont know the area so get lost easily, they are too cheap to fit their vehicles with GPS. The funniest is when dispatch phones you to ask where you live...is it really beyond their means to type the postcode into streetmap.co.uk to see??
2) They deliver when 99% of people are at work so most of the time no one is in for them, this leads them to always says 'we tried to call and no one was in' based on wether they 'think' anyone is at the house at the time they call. If you talk to them they will openly admit this is normal practise. On the other hand their 'customer service/dispatch centre' will always swear blind the driver called, left a note and no one was in.

If companies just used the normal royal mail/standard parcels, it gets delivered by local posties that know the area and always make the effort to knock on your door.

All courriers are bad news.

[neonplanet40]

TBH royal mail special delivery is brill but uc ant get it all the time. In my expeirience DHL are the best. however i had no problems at all with citylink this week.

However i did notice that as soon as he knocked my door he went over and knocked me neighbours too. Which is fair enough but i dont want my neighbour getting £1700 worth of my stuff and then in a few days a £2000 laptop.

Neo

[MD]

Guys, whilst I appreciate you may be experiencing problems with companies, can I please ask you do not post with words circumventing the swear filters.

[loki]

One of the problems with citylink is that they are a franchise. I.e. every depot has it's own owner. That won't be the case for much longer though as citylink is taking back every franchise to make it one company.

This should stop the vastly different ranging service but who knows whether it will be for the better or worse.

On a side note the driver i get for city link is great. Especially for the ammount of work that citylink have to do compared to some other delivery companies that are much worse.

[chud]

City Link (in my area anyway-Midlands) are the only courrier I have in fact never had a problem with, I think I have had a bad experience or three with every other one.
My personal two worst are TNT for doing a 'we knocked and you werent in' lie, twice in a row, and Business-post for smashing a monitor and then its replacement.

[autopilot]

Guys, whilst I appreciate you may be experiencing problems with companies, can I please ask you do not post with words circumventing the swear filters.

What swear word filters?

Hang, on...

**** ****

Fair play, i thought there was no filters on, i'm sure i have seen plenty of swear words. Live and learn!