When IT goes bad – a story of PCWorld and DPD system failures

Timeline of how PC World and DPD deliveries completely fail their customer.

27/03/2017 @ 10:49

I made an order for 3 items with my PC World business account.
The PC World website did not confirm which delivery address the order would be shipped to.

27/03/2017 @ 10:50

I received the confirmation email from PC World stating an incorrect delivery address.

27/03/2017 @ 10.51

I called PC World to amend the delivery address on the order. PC World said that the order had already been completed and I should contact DPD the following day to change the delivery address

28/03/2017 @ 8.00

I received a message from DPD saying the order would be delivered (to the wrong address) that day. I found that I couldn’t change the delivery address on the DPD App. I called DPD they said they couldn’t change the delivery address.

28/03/2017 @ 8.30

I called PC World and this time they said they could change the delivery address. They said it would be all sorted.

29/03/2017 @ 8.00

I received a notification from DPD that the order would be delivered today. I received a notification from DPD that PCWorld had updated the address of the order. All looked good.

29/03/2017 @ 12.00

I received a notification from DPD that my order would be delivered that day. I contacted DPD via their chat app and by telephone and told them not to deliver as it was the wrong address. DPD confirmed they had seen the notification for the change of address and verbally confirmed they wouldn’t deliver.

29/03/2017 @ 14.16

I receive a notification from DPD to say they have delivered the parcel to the wrong address that they said they wouldn’t deliver.

29/03/2017 @ 15.00

I contact DPD and tell them they need to redeliver. They say they will return and pick up the parcel and return it to PC World.

30/03/2017 @ 13.52

I receive a delivery at the correct address but it only contains two items of the order.

30/03/2017

I contact PC World and DPD and both parties deny responsibility for the miss-delivery. PC World say they will investigate. DPD deny any knowledge of the re-route and re-collection.

31/03/2017 – 18/04/2017

Emails and calls to PC World and met by no response.

18/04/2017

I start using Twitter to engage with PC World support and they start to respond, however, they don’t appear to have any CRM to keep records of the situation. I have to explain everything anew with every contact I make.

In the meantime the order is lost and my company is out of pocket, and my staff are waiting for their equipment that was ordered affecting productivity.

10 Replies to “When IT goes bad – a story of PCWorld and DPD system failures”

  1. When I was about ten, my best friend Dominic and I would go down to the creek at the end of our street and play. The creek contained thousands of tadpoles and you could easily find several frogs by lifting rocks.

    Speaking of my best friend Dominic, he lived just five minutes from my house with grape vines between the houses. One day he called me to come over and I left right away. As I was walking through the grapevines, I received what felt like a large push from behind and almost fell, when I turned around to confront the person who had pushed me, there was nobody there. I continued to Dominic’s house and he asked where I had been because I had left my house almost four hours earlier. True story. I have, to this day, no knowledge of where the four hours went but I think I walked through some kind of temporal distortion field, possibly to a far off future where I met my soul mate, grew old together and was then given the choice after she died to return to my own time, the moment I left, with no memory of my future life. This is obviously the most likely explanation.

    We would take a frog and insert one of those thin fruit box straws into its anus and blow it up like a balloon. We would then put the frog onto the water and let go and watch it speed across the creek. Sometimes the frogs would burst as we were blowing them up.

    As the creeks were teeming with the tadpoles we classed this as no more cruel and unnecessary as throwing the tadpoles at each other from each side of the creek in what we called tadpole wars. One day we threw frogs at cars driving past but were chased by a lady so we didn’t do that again. Once, after reading that licking toads would make you high, we dared each other to swallow frogs live. On one occasion my mother opened the freezer to find eighteen frozen frogs because I had been told that they could be frozen and then revived.

    A couple of years ago I was in the area with my son and we went to the creek but there were no frogs or tadpoles in it. This could be because they have all died out from pollution over the years but I prefer to think that they are fine and remembered me through some form of inherited group memory and hid. We did find a shopping trolley though which entertained my son for about an hour so that was good.

  2. There are approximately eighteen thousand varieties of frogs but most fall into one of three categories: the big frog, the little frog and the black bear. As the chart below shows, there is a frog in the United States, one in what looks like Japan and a really big one in Africa.

  3. Due to the fact that frogs do not require oxygen and can withstand extreme pressures, they can often be found searching the ocean floor for their second favourite food, krill. These deep sea abilities make the frog a perfect companion for skin divers as part of the buddy system.

  4. While frogs have a varied diet, which includes nuts and corn, their favourite meal is the cheese quesadilla from Applebee’s for $6.69

  5. Frogs have excellent reception and can be used in place of your standard television aerial.

  6. Mud Frogs can live for up to eighty years but spend all this time in hibernation under dried river mud.

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