a secret about myself that i’ll gladly disclose is that i’m incredibly anal about getting packages delivered. incredibly. when i get an order shipment notification, i’ll easily check the status of that order every day, multiple times on the delivery date, and even more once i get notification that the shipment is out with the delivery courier. and whenever i get the chance to sign myself up for real-time email reports on a delivery, you’d better believe that i sign up for them.
last night, i got a notice about a DHL delivery that we weren’t here to receive. i wasn’t even sure what it was, but after checking realized that it was a software upgrade i’d been waiting on from microsoft since november. i was very eager to finally receive it, but i didn’t bother calling or acting on it in any way, figuring that either they’d leave the package at my front door if they could get in the building or leave me another notice. when we got home tonight there was nothing, no notice and, more importantly, no package.
tracking the package online i saw that the package was delivered, left at my doorstep in fact. hooey! it was nowhere to be found, not in front of my door, not on the floor below, and not anywhere at the building’s entrance. when i called DHL, i got a rather snotty rep who told me that the package was delivered. clearly it wasn’t, but she said that she could call the local office and have the rep report where he left the package.
this was where i started to lose it. if the guy delivered it to the wrong address but all the supporting information shows that he brought it to the right place, he’s just going to *remember* that he brought it to the wrong place? how does that work? when i pressed her on it, she said, in total seriousness, “maybe he’s dyslexic and he got the numbers of the address mixed up.” this did *not* increase my confidence that i would ever see this package again. because i was getting a bit pushy about it — and this had more to do with her answers than being a bitchy customer — she put me on hold while she tried to call the local office with me on the line.
and then the phone call got disconnected.
so i called microsoft and they’re shipping me another order, which is great. and i chose DHL to deliver it because i think they still have to win over the post office. and apparently they have drivers who remember every address they deliver to, even the mistakes.
i also called back DHL because i wasn’t sure that a follow-up had been created for my package, and sure enough there wasn’t. this time, i got another customer service rep who gave me essentially the same information — drivers normally remember their deliveries for about a week (do they get some kind of test to prove this?) and that he would have someone from the local office call me. i was glad that he set things up and i even feel a little more confident in their magic package-regeneration abilities.
to top it off, someone called me from DHL later in the night to tell me that she was sorry about the delivery and about how it was handled earlier in the evening. so maybe it will show up after all. it had better, because i’ve got three other packages on their way to me and i can’t possibly go through this with each one.