DX Secure 0844 277 3333

[renegadeimp]

Looks like these arent isolated incidents. There seem to be more and more reports coming in. Even a Google search yields a LOT more results.

[wantbetter]

dd

Edited August 16, 2012 by wantbetter

[Peter Whittick]

I'm currently awaiting delivery of a replacement laptop via DX Secure. 'Will arrive anytime between 8am and 6pm'. It's 1.52pm and counting. After reading this thread I'm not feeling particularly hopeful. Especially having been dealing with laptops direct for the last 4 weeks and they supplied me a faulty laptop.

 

It seems to me that many companies nowadays feel content to hide behind an impenetrable internet / phone system that relies on the customer to sort things out. Customer service has become 'company policy advisor'.

[Guest Chris Griffiths DX Group UK]

Hi Peter

 

I would like to think that from 'reading this thread' you will have noticed that I have worked hard to provide an honest, sometimes brutal, but completely genuine and helpful communication channel to our Customers and consumers, so to ensure that we aren't hidden behind any phone systems or fancy technology.

 

Secondly, as we are still easily within the delivery window, then we haven't let you down. I would obviously suggest that if you have not received your laptop by 5.30pm, then it might be worth reporting back to me to ask for help. I completely appreciate that you may not be hopeful, based on the comments here, but you must remember that people simply don't go on forums such as this when a delivery goes well, as that is what you expect, it's the minimum of what any consumer expects (I include myself in that), so these forums are obviously going to be full of unhappy people. The point I am attempting to make is that less than 1% of our deliveries are unsuccessful, which then require re-delivery on another day. So hopefully I have assured a little in that if you do in fact not receive your laptop by 6pm, it will be very unlikely. As mentioned above though, if by chance it does not arrive then I will get our Customer Services Team to investigate and help you. My email address is above in previous threads if you wish to contact me directly at any point.

 

I completely disagree with your comment that our Customer Services is just a 'policy advisor', as I can assure you that we take issues where deliveries are incomplete very seriously.

 

Lastly, it would not be appropriate for me to comment on faulty laptops from that supplier, as that is something completely separate from DX.

 

 

Don't forget - I'm here to help you.

 

Chris

Digital Marketing Specialist

[Peter Whittick]

Well. Laptop arrived at 3.10 (at wrong part of Uni, but easy mistake to make). So I'm glad to be in the 99% and although earlier would have been nice - that's the luck of the draw and fair enough. So one satisfied DX client here - thought it only fair to post this as I'd have been moaning if it hadn't turned up.

 

Re - Chris - I just read your reply -

 

I am very impressed that you're taking the trouble to sort things out, Chris, and it took a load off my mind while I was waiting, to know that there was someone trustworthy who could be bothered. So, thankyou.

 

After the month I've had with a faulty purchase this has partially restored my trust in buying online (although I must admit I had a trouble-free run of 12 years before this occasion).

 

In regards to my comment about Customer Services as being a 'policy advisor' I was making a general comment, and not refering to DX as I haven't had a cause to phone and was happy with your service.

 

Off topic and not in relation to DX -

 

In general, after doing a bit of research I've found the layers of customer service I've encountered personally and in reviews, time consuming and often deliberately designed to delay the return process and affect a claim, so this was making me a bit paranoid.

 

Just praying Laptops direct have sent me a machine that works this time. They are not a company I'd recommend in terms of their returns procedure that requires the customer to pay up and reclaim partial delivery expenses. Also, their tech department took ages to fault find because they failed to read the info I'd supplied.

 

But thanks once again, Chris. I am impressed that you and your company are making an effort to solve problem issues.

 

1 small point to be remembered, maybe.

 

If couriers aren't fulfilling their 'code of practice' regarding delivery, it might be worthwhile looking into if they're being overpressured in their delivery targets. I'm not saying this is the case, but while I'm funding my PhD I'm filling in on the post-desk, and I meet a lot of couriers from all companies who really are struggling to meet delivery targets, and this above all causes unreasonable behaviour, carelessness, stepping outside procedure, etc.

 

Just a thought. You, at least seem to be aware that it's not all about profit margins. Thanks, once again!

 

Long live the capitalist system, eh?

 

All the best

 

Pete

Edited September 11, 2012 by citizenB

[phae]

So... here's my not so happy story, just to revive this thread at it's the best one I've come across.

 

I have a passport with the DX. They've had it since Tuesday. I had my bag stolen last week - the whole thing has been extremely strressful.

 

I called up the IPS to get a tracking number for it on Tuesday - I was told it would be out on Wednesday to my home address, which the tracking confirmed. I sat in *all* of Wednesday and the courier didn't come. I called up customer services (after waiting on hold for absolutely ages) and as the girl pulled up my info, the tracking magically changed to "delivery attempted" and a card left. Uh, neither of those things were true. This was my first warning that this was going to be painful. I explained that no, no delivery was attempted and there is no card... I was quite angry. The girl, quite surly, rearranged delivery to my work address on Thursday.

 

Now, I work for the government, so I work in a large, government building in central London. That was my new delivery address. Again, the tracking confirmed the delivery would be going out that day. At about 2:30, the same again - attempted delivery, card left. *To a government building*. I was having none of this - checked with reception and the mail room / courier drop off point. No one had been. No card left. The thing about government buildings like ours is that they're secure, so we know exactly who visits and leaves. I'd caught them in a lie. The guy hadn't been anywhere near the building. I called up, again, explained that the guy had lied. I didn't get an apology. I explained that the building is unmissable and has very clear courier instructions (on the way into the building, it shows, with a *photograph* and text description where the courier is supposed to go).

 

The girl has claimed that she's added notes to my delivery to explain to the courier how to deliver my passport. I mean, really? Apparently today I will receive a "VIP" service and the courier has my number he is instructed to call if he is confused about delivering to a large, obvious, official building.

 

To say I'm angry would be an understatement. It's one thing if they don't have time to deliver everything, but it's another to out-right lie to customers. I assume the system won't penalise couriers as badly if they say they've attempted a delivery, as it shifts blame to the receiver - but when you know for a fact that they've never been anywhere near the drop-off point, it's just unacceptable.

 

I have of course, submitted a complaint email with no response - but here I am on a Friday, waiting for a passport I need for travel on Tuesday, that again, probably won't show because of a lazy, lying, courier that the company can't be bothered to reprimand.

Edited August 31, 2012 by phae

[huggy41]

the company is full of lier's from the very top to the ****e they employ

[Guest Chris Griffiths DX Group UK]

Hi Frances

 

Thanks for providing a detailed account of your experience and situation. I received your email to me this morning, which I will respond to once finished with this post.

 

Firstly, it is only once we become aware of issues such as this, then are we able to learn from them and to try and avoid a repeat. Clearly this is an issue which is going to take some major work to overcome, but not an impossible job.

 

Secondly I will apologise for the inconvenience and stress this is causing you. I completely appreciate that a passport (especially when travelling so soon) is a very personal item to anybody, so I understanding the depth of feeling you are experiencing. After-all, we are all consumers (even those at DX).

 

I can assure you that I will be requesting an immediate investigation into how the courier has acted, or not in this instance. It is completely unacceptable and trust me, the courier will soon know about it. It is insignificant the type of address that you are having it delivered to, as we treat all Customers and addresses the same = provide a successful delivery. However your point about your building providing a guaranteed understanding about whether the courier has lied, is completely valid.

 

I side with you completely in this instance and I hope that you truly are given VIP service today, as you thoroughly deserve it after being mucked about by us over the past few days.

 

I will of course pass your email on to our Customer Service Team to investigate, but please let me know if you suffer any further (I severely hope not) issues. Trust me - you will have your passport by the time you fly.

 

Apologies again for your experience here.

 

Lastly - regarding the comment from 'Huggy41' - your comment is not helpful to anybody so I shall be ignoring that. We are not liers, but just currently suffering with a minority (under 1%) of couriers who appear to falling DX and most importantly - failing our Customers. Which is completely unacceptable.

[phae]

The passport just arrived. I've emailed you the details of the delivery though, as I feel this should still be investigated.

[Guest Chris Griffiths DX Group UK]

Thanks. It will certainly be investigated.

[huggy41]

the truth hurts some times and by the way the company line is spouted we will investigate is now getting very boaring

[renegadeimp]

Yep. This rep is simply performing damage control. THere arr way too many incidents of this happening simply for them to be 'isolated'. Google searches bring up many more issues.

[Guest Chris Griffiths DX Group UK]

I am not pretending that this driver issue is isolated in the fact that only one or two cases happen. What I am saying is that the quantity of failed deliveries when compared to successful deliveries is about 1%, so very small.

 

The problem we have is that it is the same couple of issues which this 1% represents. In some ways it makes it easier we are then clearly understanding what the fault is, but on the other hand, it is not particularly an easy issue to resolve. It is an issue that all couriers have to deal with, and all I can promise is that we trying to do something about it. But it is not a quick fix. This is the honest truth, so there isn't much else I can say about that.

 

My comment about 'we will investigate' has been repeated as I work in the marketing department, thus have no access to Customer orders. Our passport and call centre team are located in a different part of the country, so the only way I have of escalating your issues is to pass on to the Customer Services team, for THEM to investigate. We are at least providing you all an alternative and speedier route to answer than our phone system. What would you prefer?

 

We in marketing are currently working to improve this process by looking to integrate social media and forum monitoring into the Customer Services team. That should available in the coming months. So this service will improve even further.

 

I hope that helps.

[tourist2012]

Lucky me - I'm in the 1%..

 

I applied for an India visa and I left my passport at the Visa Office for DX to then courier it back to me. My passport left the Indian Visa Office on Friday Aug 31st. By the end of the following week I was concerned why it was taking so long. I tracked it on the website to be told that DX failed to deliver. No time or date on the attempt, and no card at home, but the website said a letter was on the way. I tried calling DX but the phone numbers take you to a recorded line or you can just hold until the line drops. How reassuring - especially when a passport is involved.

 

I rebooked for Mon 10th on the website but no passport turned up. This time there was no update so I assume it wasn't attempted at all. I called the following day and the status was now updated to the passport being sent back to the Sender. I called the Indian Visa office and they said it was with the courier. So it's at neither place? Again, how reassuring. The Indian visa office have since escalated the matter and now tell me they will receive it tomorrow and I should be able to pick it up myself. I suppose this means that it must still be with DX...

 

Even if I get it back tomorrow, I am still nonethewiser what DX have been doing with it for 12 days (8 working) and therefore I am very concerned about how secure my passport is now. I have spoken to the Identity and Passport Service who recommend that if I have any reason to think my identity has been compromised that I should cancel and renew my passport. If I were to do that it would cost me £103 on top of all the hassle and reapplying for the visa. If I don't, and someone has tampered with my passport, I won't be able to travel further than Heathrow next Friday. All this because DX is a tin-pot courier outfit who clearly don't care a jot about their customers. I appreciate that Chris has been trying to fend off the complaints, but again, if DX were really concerned they would be leaving cards and the website would have precise and up-to-date information about the whereabouts of the deliveries, and phone numbers that are answered by people who can help fix the problem. It wouldn't be up to one man on a forum!

 

Furthermore, as they know they are delivering passports, I also think they should be much more proactive about getting hold of the recipient to organise a redelivery; this is a paid-for service after all.

 

With a bit of luck it'll be delivered tomorrow, but I can't say I'm feeling terribly confident....

[huggy41]

maybe it's time to inform some powers that be as to there shoddy work ethics if they have had to get a lience of some sort to handle passports then maybe we should try to get this revoked as they clearly should not be trusted.

[renegadeimp]

Problem is, we have no evidence of it being isolated incidents or if it is a widespread issue. We are simply going on rumour, and the regulatory bodies need fact, or suspicion beyond reasonable doubt.

[huggy41]

Problem is, we have no evidence of it being isolated incidents or if it is a widespread issue. We are simply going on rumour, and the regulatory bodies need fact, or suspicion beyond reasonable doubt.

 

would not a report to trading standards be a start after all if enough people shouted then maybe someone will hear

[dpick]

I think it is obvious that if a card is left then someone has attended property. If on the other hand no card is left then who can say if anyone attended property. I believe that the easy option is to fit trackers my local housing association has all their works vans fitted with trackers and can check at any-time where each is and on occasion they have used this system to check where an engineer is for urgent call outs.

 

dpick

[tourist2012]

Yesterday I was told to expect a call today and to pick my passport up from the original Sender at the India Visa Office. It's now lunchtime and I'm getting impatient so I called them to Indian Visa Office to see if there was any news, only be told that the passport is actually due to be delivered directly to me!

 

We'll see if I receive anything by the end of the day but I'm feeling less and less confident and getting more and more worried about the whereabouts of my passport....

[huggy41]

if your passport does not turn up i would take them to court for breach of contract and advertise the fact.

[tourist2012]

Whoo-hoo - I have my passport again!

 

It turns out that the "organised redelivery" was a red-herring and clearly some messy mis-communication with the Indian Visa Office and their helpline number based in India (!). My passport was infact returned by DX to the Indian Visa Office where much to my relief I was able to pick it up at the end of the day. So the issues caused by DX were clearly compounded further by the Indian Visa Office. I will definitely be telling them that their system need some improvement.

 

In the meantime, I got through to a manager at DX who assured me that my passport was totally safe and accounted for at the depot during the 12 days. I asked for the details of the return to Sender delivery address but she couldn't tell me so until I actually picked it up from the Sender so I'm not entirely sure how "accounted for" it really was.

 

She also told me that a card was left and that they have no record of my rebooking - I said that I received no card and that their website must therefore be broken but I'm not sure if this was taken on-board. She did however make a note of my recommendation that when delivering passports DX should call the receiver to arrange a redelivery as the leaving card / letter system clearly isn't good enough.

 

I suppose I'll never know if they apply that or not.. unless someone adds to this thread..

[renegadeimp]

I very much doubt it was safe and accounted for. Theyre probably saying it simply to stop you considering further action. Its a well known thing that they and other delivery companies do.

[badger_in_manchester]

This is a copy of the email I sent to Mr. Griffiths and Mrs. Jacobs today:

 

I'm expecting an important delivery of my ___. I phoned DX Secure today at 9am and they informed that it's out for delivery (that's the first attempt). They also said that it should arrive between 9am and 6pm.

 

Now it's almost 4pm. I have been waiting all day at home and haven't received anything.

 

Can you please look into this as it's a VERY important document for me?

 

My name:___

 

My Address: ___

 

My mobile: ___

 

Yours Sincerely,

 

___

[bigshoes...bigsocks]

This is a copy of the email I sent to Mr. Griffiths and Mrs. Jacobs today:

 

I'm expecting an important delivery of my ___. I phoned DX Secure today at 9am and they informed that it's out for delivery (that's the first attempt). They also said that it should arrive between 9am and 6pm.

 

Now it's almost 4pm. I have been waiting all day at home and haven't received anything.

 

Can you please look into this as it's a VERY important document for me?

 

My name:___

 

My Address: ___

 

My mobile: ___

 

Yours Sincerely,

 

___

 

In fairness your post states that the delivery window is 9am-6pm. Given it's only 4:11pm I think any emails etc regarding delivery should wait until after 6pm when they have missed their window.

 

just my opinion.

[badger_in_manchester]

Dear Mrs. Jacobs and Mr. Griffiths,

 

As a followup to my previous email it's after 6pm now and my __ has not been delivered.

 

I have been waiting around all day; canceled all my plans. I was promised that it would be delivered today. Sadly it's not the case.

 

Can you please deal with the matter? When should I expect to receive my ___?

 

Kind Regards,

 

___