Botchat

I ordered new shoes and a hoodie, and was very excited about the delivery today. Yodel promised it would arrive between 2 and 4 pm, and on their website I could track the driver.

4 pm had well passed when I watched them inch closer and closer to my house, circling it, only five deliveries to go, four deliveries to go, three deliveries to go, and then …

“We were unable to access your delivery address.”

What the hell! I was livid! How hard is it to find our house!? It’s the only one with that number on our street, and the door bell is right where it should be!

So I contacted Yodel via their web chat. I’m pretty sure that “Bot L” (all nick-names are my invention, I removed the real(?) names) was a bot, not a human, and so I just kept the chat going. Because how often do you get a chance to talk to a robot??

(On further reflection (see follow-up posts), I think that Bot L maybe is a person, but was probably handling four or five chats with different disgruntled customers at the same time.)

Bot L: Good afternoon, Maike.,

Maike: Hi, my parcel delivery was late today and then they “couldn’t access the property”. There are no issues with accessing the property. Would it be possible to provide the driver who will deliver the parcel with my mobile number so I can help them access the property should they encounter difficulties?,

Bot L: As you’re looking to know further information about your parcel’s delivery, I will quickly check the parcel details and assist you further. ,

Bot L: I’ve gone through your parcel details and checked that the driver attempted to deliver your parcel today at 4:26 PM, however, he couldn’t gain access to your property. ,

Bot L: Can you please share some delivery instructions so that it becomes easier for the driver to deliver your parcel? ,

Maike: As I said above: Would it be possible to provide the driver who will deliver the parcel with my mobile number so I can help them access the property should they encounter difficulties?,

Maike: Access is straightforward. There is a gate with doorbells.,

Maike: Is there a chance the driver will come back today?,

Maike: Is someone still there?,

Bot L: Apologies, but the driver does not carry the company mobile phone, hence we’re unable to contact them out on delivery. ,

Bot L: The driver will not be able to attempt it today as per the process.,

Bot L: I’ve updated the delivery instructions with the depot and the parcel has been scheduled to be delivered tomorrow. ,

Maike: Can I provide the driver who will attempt the next delivery with my mmobile number?,

Bot L: You can track your parcel here: http://www.yodel.co.uk/tracking/JD0002249681549496/EH6 8BR or you can download the Yodel app from Google Play or App Store. The Yodel app will give you the option to track your parcel or you can make changes to your delivery using the “Manage Your Parcel” option. ,

Bot L: You’ll receive a text message that will contain a 2 hour time window. You can also follow the link on the text message to follow the driver’s route on our website. ,

Bot L: No, our drivers doesn’t carry a company mobile phone.,

Maike: This didn’t help at all I’m afraid. Could you please send me a link to your complaints procedure?,

Bot L: I’m sorry to know that.,

Bot L: This has already been raised with the depot and they’ll ensure to deliver your parcel on priority by tomorrow.,

Bot L: Please be advised to keep a track of your parcel on our website for further updates. ,

Maike: Could you please send me a link to your complaints procedure?,

Bot L: Let me check with the supervisor.,

Bot L: I apologise for the inconvenience caused to you but we have already raised the matter with the depot and they’ll confirm the status and further action within 24 hours. Please be advised to wait until then.,

Maike: Happy to wait. But just in case, can you please send me a link to your complaints procedure?,

Bot L: I’m so sorry but we don’t have any.,

Maike: How do I complain?,

Bot L: I can connect you with the supervisor.,

Maike: Yes please,

Bot L: Sure, please stay connected while I transfer the chat.,

Supervisor N: Hi Maike, my name is Supervisor N. You have been transferred to me by Bot L. Let me go through the details to assist you further. ,

Supervisor N: Thank you for your patience. As I have gone through the details, it looks like the driver was unable to access the property and SAT NAV placed the driver at the exact location. However, as there is no access required, we have arranged redelivery for tomorrow and mentioned the delivery instruction so that the parcel gets delivered at the earliest. Also, I am rasing complaint regarding the driver with the depot.,

Maike: I am not raising a complaint against the driver. I’d like information about Yodel’s complaints procedure please.,

Supervisor N: If you could help me with your complete details regarding the complaint. I will raise the issue.,

Maike: I am not raising a complaint. I would like information about Yodel’s complaints procedure please.,

Supervisor N: I can understand that you are not happy at the moment because of this situation. However, you can write an email at executivecomplaints@yodel.co.uk. Our complaint team will assist you.,

Maike: Ok, thanks!,

Supervisor N: Apart from this, anything else I can help you with?,

Maike: Unless you can provide tomorrow’s driver with my mobile number, so they can call me from their personal mobile, no, thanks.,

Supervisor N: Our driver does not carry a company phone so they are unable to contact you at the time of delivery. However, I will pass your number and request them if possible to call you before delivery. Is this your correct number 7587*****?,

Maike: Almost, it’s 07587*****. They only need to call if they can’t find the door bells! Many thanks.,

Supervisor N: Thank you for waiting. I have added the instruction and requested to call you at the time of delivery if possible.,

Maike: No, they only need to call if they struggle with access.,

Supervisor N: Yes, I have mentioned that if there is an issue with the access can also call you at the number. If they are able to.,

Maike: Ok, thank you.,

Supervisor N: You are welcome.,

Supervisor N: Anything else I can help you with?,

Maike: No, thank you.