Superhub delivery?

fixerman · 24-02-2011, 14:04

Got a text early this morning to say that my Superhub would be delivered this evening between 17.00 and 19.00.

I popped out to the shops at 11.00 and guess what............yes!........they tried to deliver while I was out.
Can they get anything right?

Peter_ · 24-02-2011, 14:09

Quote:

Originally Posted by fixerman

Got a text early this morning to say that my Superhub would be delivered this evening between 17.00 and 19.00.

I popped out to the shops at 11.00 and guess what............yes!........they tried to deliver while I was out.
Can they get anything right?

That is down to HDNL not Virginmedia as they do not deliver any equipment.

They sent me a text to let me know what time and it did arrive on time plus I also had the delivery number in the text so I could check its progress online.

Here is the tracker http://www.hdnl.co.uk/UPI-Tracking-Details/

Mick Fisher · 24-02-2011, 15:16

Hmmm...I got a email

Quote:

Your Installation
We're sending one of our technicians round on 10/02/11 between ALLDAY to install your Virgin Media services. It should only take about two hours to get all the equipment up and running.

The Superhub arrived on the day at about 11.00am by courier.

No text or tracking number for me.

Peter_ · 24-02-2011, 16:01

Quote:

Originally Posted by Mick Fisher

Hmmm...I got a email
The Superhub arrived on the day at about 11.00am by courier.

No text or tracking number for me.

I received a text the night before with a tracking number and it worked on the tracker above, plus a text on the day saying it will be here between 12 and 3pm and it arrived dead on 12.

Did they leave a card to reschedule it.

badboybubby · 24-02-2011, 16:50

I got the text to say it would be delivered today between 12 and 3pm

Arrived at 2.30

Well done VM

Shame the super hub wouldn't work on the auto channel setting!

Mick Fisher · 24-02-2011, 17:08

Quote:

Originally Posted by Masque

I received a text the night before with a tracking number and it worked on the tracker above, plus a text on the day saying it will be here between 12 and 3pm and it arrived dead on 12.

Did they leave a card to reschedule it.

Not necessary as it was on the correct day and I was at home to recieve it.

I ordered on line. Is that the difference?

Peter_ · 24-02-2011, 17:10

Quote:

Originally Posted by Mick Fisher

Not necessary as it was on the correct day and I was at home to recieve it.

I ordered on line. Is that the difference?

It should still have arrived at the time specified and HDNL are the ones to blame specifically the driver.

Chrysalis · 24-02-2011, 17:13

Quote:

Originally Posted by Masque

I received a text the night before with a tracking number and it worked on the tracker above, plus a text on the day saying it will be here between 12 and 3pm and it arrived dead on 12.

Did they leave a card to reschedule it.

staff only service?

no text here with such details, not even in email or told to me on phone either.

Peter_ · 24-02-2011, 17:17

Quote:

Originally Posted by Chrysalis

staff only service?

no text here with such details, not even in email or told to me on phone either.

No it was from HDNL with a tracking number which everyone should receive, Mick above did receive a text telling him that his delivery was this evening.

I am a customer in HDNL's eyes nothing more and they used my registered mobile number to text me which should be taken by the agent at point of sale or contact.

Also if it was a staff only service I could not have mentioned it.

Mick Fisher · 24-02-2011, 17:18

Not to worry.

At the time I was pleased to receive it.

So no complaints, just wondered about the variance of procedure.

Peter_ · 24-02-2011, 17:20

Quote:

Originally Posted by Mick Fisher

Not to worry.

At the time I was pleased to receive it.

So no complaints, just wondered about the variance of procedure.

No idea as I said above it can only be the driver who ignored the instructions.

Did you get the hub or have you rescheduled it.

love2learn · 24-02-2011, 17:59

Quote:

Originally Posted by Masque

That is down to HDNL not Virginmedia as they do not deliver any equipment.

They sent me a text to let me know what time and it did arrive on time plus I also had the delivery number in the text so I could check its progress online.

Here is the tracker http://www.hdnl.co.uk/UPI-Tracking-Details/

Virgin Media are the clients of the courier company. Although Virgin Media don't deliver the equipment, they specify Service Level Agreements with the courier before signing the contract to give the courier their business. If the courier isn't doing what it's supposed to do then Virgin Media are responsible as the courier companies paying customer for sorting out the issue, so the problems get fixed for their customers in turn.
If it was me, I'd phone Virgin Media and raise a complaint. And hopefully after so many complaints from other customers they would eventually give constructive feedback to the courier to move forward. If a company promises me something and doesn't deliver on that promise I always complain, otherwise how can they fix it. I'd rather have under promise and over deliver.
Rant over nothing to do with you m8, just raging against the machine again ;-)

Taf · 24-02-2011, 18:08

Mine arrived 2 days early.

Peter_ · 24-02-2011, 18:54

Quote:

Originally Posted by love2learn

Virgin Media are the clients of the courier company. Although Virgin Media don't deliver the equipment, they specify Service Level Agreements with the courier before signing the contract to give the courier their business. If the courier isn't doing what it's supposed to do then Virgin Media are responsible as the courier companies paying customer for sorting out the issue, so the problems get fixed for their customers in turn.
If it was me, I'd phone Virgin Media and raise a complaint. And hopefully after so many complaints from other customers they would eventually give constructive feedback to the courier to move forward. If a company promises me something and doesn't deliver on that promise I always complain, otherwise how can they fix it. I'd rather have under promise and over deliver.
Rant over nothing to do with you m8, just raging against the machine again ;-)

It was HDNL that failed because they specified the time not Virginmedia so I would complain directly to HDNL by phone as that is all we would do as that is the process as we have no internal system to raise a complaint to them, so it is much quicker for you to do it instead.

Which cuts out us the middle man as you get through in exactly the same way as we would on the same number.

qasdfdsaq · 24-02-2011, 19:23

Another ignorant post from a VM staff member. Rant mode on.

[rant]
This attitude is appaling. You're saying VM have no way to deal with bad courier performance, and in essence couldn't care less if they delivered what you're paying them for or not - it is entirely up to your customers, who have no power at all, to make complaints and keep their service in check. This is wrong on a number of levels, not least on the level of service direct to your own customers.

For one, most courier companies will not accept complaints from the recipient of a package as it has to be the sender - in this case VM - that initiates complaints, as the sender is the customer of the delivery company. It is VM that is not getting the service they are paying for, but you seem to have stated above you have no way to complain and really don't care.

Secondly the end-user recipient should always complain to the company they are requesting service from - i.e. VM - not the courier company direct as they have no control over it. In general retail terms, it is the retailer, or reseller that is responsible for problems, not the manufacturer.

If you get bad produce from the supermarket, you complain to the supermarket, not the farm they sourced their produce from. It is the supermarket's job to do this.
If your VM internet goes down due to a fibre break, you complain to VM, not the company VM is leasing the fibre from.
If you get a power cut due to cabling failure, you complain to your electricity supplier not the company who laid the cables.
And if you buy something from a distance seller and it isn't delivered, you complain to the seller not the delivery company. It's the seller's job to refund you and then claim it back from the courier, not yours.

It is always the job of the company you are dealing with to sort out their business with the company they are dealing with.

Just because call centre agents cannot be bothered doesn't mean there isn't a procedure for it. And even if there really isn't, just because there is no procedure to deal with a particular problem does not mean it should be ignored or passed onto the customer ignorantly.

There should always be a process for problems for which there is no separate process, even if you're not aware of it. Saying it was them that failed not us does not cut it.
[/rant]