DX Secure 0844 277 3333

[renegadeimp]

Reword it so you are not asking, you are demanding to know what is going on.

[tourist2012]

Also keep trying the phone numbers - eventually you'll hopefully get through to someone and then demand to speak to their manager to explain what's going on. Apparently DX track their packages so they can be accounted for at all times...

[badger_in_manchester]

Dear Mrs. Jacobs,

Thank you for your email. I did get my ___ on Friday, but only at 6:10pm after I waited all day.

What I don't understand is why in those cases can't you give a smaller waiting window. For instance, split the day into 2 (or even 3) and let people know at which point in the day their parcel is likely to arrive.

In my case for instance as I was the last person who got a delivery, it was obvious I would get the parcel only in the afternoon.

Also, from a short discussion with your courier, it seems that your employees are overworked which explains the poor level of service you're offering. Also, looking online I could find details about the fiasco last year where See Tickets/Ticket Master recalled item that they sent with yourselves.

Given the choice I would use good old royal mail every time (as they have depots in convenient locations and seem to be much better organized).

Next time when I'm due to be delivered such an important item I'll explicitly ask the relevant company/entity to use the royal mail.

Kind Regards,

___

 

 

From: Katherine Jacobs

 

Sent: Monday, 17 September 2012, 9:02

Subject: RE: failed delivery of my biometric residence permit

 

Hello ___,

 

Apologies I was out of the office on Friday with no access to emails. I am very sorry for the trouble you have experienced. I have sent your query onto our customer services team who will look into this straight away.

 

If you have any further issues please do not hesitate to contact me.

 

Kind Regards,

 

Katherine Jacobs

Integrated Campaigns Manager

DX

 

T: 01753

F: 01753 631 631

E

 

 

DX Group, DX 1, Iver

A: DX house, Ridgeway, Iver, Bucks SL0 9JQ

[renegadeimp]

In other words, she cant be bothered dealing with your complaint personally so she;s passing the buck.

[Guest Chris Griffiths DX Group UK]

Hi

 

She's not passing the buck. Both Katherine and I work in the Marketing Dept at DX so we don't have access to Customer data. Only our Customer Services Team do. So the only thing for us to do is pass on any instances to that team to investigate. Once we pass your query on to that team, they will have the relationship with you going forwards, as only they can help you with specific information.

 

So for the purposes of this forum, we are the middle men ensuring you get your query dealt with in an efficient manner.

 

I hope that clears this up for good.

 

Renegadeimp - I'm sorry but comments like your last one are simply not helpful for anybody.

[renegadeimp]

Fair enough Chris, i apologise for that. However, its becoming concerning that a lot more people are coming forward with problems about your company, and not just on these forums.

 

I understand you work in marketing and its your job to create a good impression of the company, but it seems thats all it is. An impression. Way too many people are having issues with your company lately. Perhaps its time to get someone higher up in the management chain involved and actually remove the delivery agents from the company, as you said yourself its them that are causing the issues.

[Guest Chris Griffiths DX Group UK]

Valid point.

 

This is something we are actively working to address. Senior management have been involved fro a while now to work out the strategy moving forwards. So without going into sensitive and detailed information (sorry), I can confirm we are working to improve the service as at the moment it is the same school boy errors that are popping up here and there.

 

What I should point out though is that these issues still only represent about 1-2% of our total deliveries. So although they are the same issues, the amount is very low. This is not the point though and we are doing what we can to rectify everything. But these things take time unfortunately.

[tourist2012]

I think 1-2% is too much when it involves such important documents and there doesnt ever seem to be anyone able to explain what went wrong with these failed deliveries. It just isn't good enough. Noone answered my emails or could tell me why DX failed to deliver, failed to leave a card and failed to redeliver.

[Katherine Jacobs DX Group]

Hi David,

 

Glad that your____ arrived on Friday. Apologies that you had a long wait, unfortunately we have large amount of volumes at the moment however we do our best to deliver your parcels in the allotted time frame.

 

DX as a company have a variety of different windows available, it is the choice of your permit provider as to which package they use. With regards to our employees being over worked, this is something that our management team are working on to improve the service that we give our Customers. As my colleague Chris pointed out, these issues still only represent about 1-2% of our total deliveries.

 

Kind Regards,

 

Katherine Jacobs

[MARTIN3030]

Hello Katherine.Your account now sanctioned to respond.

[HarryBott]

Like many on this forum, I have been caught up in the nightmare that is DXS. Three times now they have supposedly attempted to deliver my passport and I am advised that there is no one home. However, on each day ther are always been someone home. The best was yesterday (Friday 21st sept) when three people were in the house although we had arranged for a delivery. At no time did a courier come and I have just been advised that one could not come today (Saturday). There has been someone here all day.

 

So DXS cannot come on the day they state and when they do in theory come they claim no one is at home

 

My only belief is that DXS have a contract with the government stating they will be reimbursed for missed deliveries. I shall be writing to my mp and putting in an foi request to confirm whether this is the case. This seems to be the only reasons I can understand why they would not want to deliver my passport. Maybe Chris at DXS can confirm the contractual basis on whether they are reimbursed for missed deliveries because if this is the case this would explain why customers mysteriously never get their goods even when they are in and take time off.

 

I will now have to take another day off work whilst I try and sort our this complete incompetence!

[bigshoes...bigsocks]

My only belief is that DXS have a contract with the government stating they will be reimbursed for missed deliveries. I shall be writing to my mp and putting in an foi request to confirm whether this is the case. This seems to be the only reasons I can understand why they would not want to deliver my passport. Maybe Chris at DXS can confirm the contractual basis on whether they are reimbursed for missed deliveries because if this is the case this would explain why customers mysteriously never get their goods even when they are in and take time off.

 

I'd probably suggest a FOI of this nature would be rebuffed as I assume DXS will have tendered for this contract through IPS department; the contents of which may be part of a non-disclosure agreement. You can give it a go though!!

[Guest Chris Griffiths DX Group UK]

Good morning.

 

Thanks for the comments over the weekend. I can share with you that there is absolutely no benefit to DX for unsuccessful deliveries. Our courier drivers are paid per 'successful' delivery, but recently there has been a real spike in items coming through our network, so in some instances our couriers have simply had too many deliveries to make each day. Sounds stupid, but these things rarely but can happen. It is not something we are pleased to accept but we are looking at how best we can avoid these types of scenarios going forwards.

 

I can promise you that deliveries that are unsuccessful - the security of them prior to being 'redelivered' is of paramount importance to us.

 

There have also been a very small number of cases where an attempt to deliver has been made, but no calling card left. This of course is unacceptable and breaks our protocol. Additionally there is a misconception that calls to our automated CS system and our call centre are premium rate, when they are no more expensive than any call to a landline number. I think the cost sits around 5p per minute or something.

 

I apologise that you guys have experienced unsuccessful deliveries and we will do all we can to ensure there is no repeat to this. But I can repeat that we are in the business of making successful deliveries and nothing else.

[soniaE]

Hello,

I've come here looking for advice please. I have today received a text message (no post card) asking me to arrange a redelivery but immediately assumed it was chancers sending spam. However, after reading some of this thread I think my daughter's passport may be in the posession of 'TheDX.co.uk' with whom I've been asked to rearrange the delivery of my 'parcel'. Not only do I do wish to enter my details into a web site I know nothing about but there's no way anybody has tried to deliver anything to my address as I'm currently at home 24/7 on sick leave. However, I do know I'm expecting my daughter's passport to be returned any time soon so can only assume this may be what ths company have of mine in their possession.

My questions are:

1. Is the company 'DX Secure' the same company as 'thedx.co.uk' ?

2. Is the telephone number in the subject of this thread their contact umber for arranging redelivey ? (0844 277 3333)

3. After reading the poor service reports here, what is the likelihood of receiving my delivery when I request it ?

 

Any other advice appreciated.

Thank you in advance.

Edited November 2, 2012 by soniaE
spelling

[Katherine Jacobs DX Group]

Hello,

 

It sounds like it mostly likely is your daughters passport that we have. Yes DX Secure is part of DX (thedx.co.uk). If you could send your contact details and the tracking number that is on the text message you received to social@ thedx.co.uk we can arrange for a member of our Customer Services team to give you a call back to arrange re-delivery.

 

I look forward to receiving your email.

 

Kind Regards,

Katherine Jacobs

[soniaE]

I have just filled out your online form and submitted it for redelivery on Monday. After eading the form a second time I noticed no further details are requested other than what you seemingly already have judging by the text message I received. I would like to state that nobody has either left a card at my address or called at my door.

Thank you.

 

ps: thank you for your quick reply to my forum post

[huggy41]

nobody has either left a card at my address or called at my door.

 

This is a very common saying in the DX forum.

[soniaE]

I suppose it's cheaper in the long run to text someone, claim they've tried to deliver and get the customer to arrange a convenient time for 'redelivery' - as the customer knows when they will be home - than it would be to attmept a delivery once (chancing that the customer will be home), fail delivery and have to redeliver it again anyway (one delivery instead of two).

But that then begs the question why not simply contact the customer by text anyway (if they have their mobile number) and simply ask the customer to inform DX via the web site of a suitable date / time, instead of muddying their reputation further by claiming they attempted delivery and failed.

[huggy41]

because soniae this is DX Secure where talking about

[soniaE]

because soniae this is DX Secure where talking about

 

I guess we live and learn.

[Katherine Jacobs DX Group]

Hi SoniaE, let me know if you have any further issues at the above email address. Apologies again for the inconvenience that has occurred and if you do have further issues then we will investigate this further.

 

Thanks

Katherine Jacobs

[soniaE]

Many thanks, I sure will.

[soniaE]

Hi SoniaE, let me know if you have any further issues at the above email address. Apologies again for the inconvenience that has occurred and if you do have further issues then we will investigate this further.

 

Thanks

Katherine Jacobs

 

Katherine, I can confirm that my delivery was just received, thank you.

 

However, for the record, no ID was requested despite 'ID Required' being clearly displayed in large red bold font on the front of the envelope and the envelope was handed to a male family member despite the addressee on the envelope being clearly displayed as a 'Miss'.

[SuzyH]

Found this thread after a desperate google search to see if I was alone in this situation. I am in the middle of a passport delivery/ re-delivery conundrum and have received possibly the best recorded message ever. After booking a re delivery at work for today 7th November via the web site; I got a text to say it had failed (reception always manned - no card left) When I called the 'customer services' I got the message;

'A delivery attempt failed on ..'Tomorrow 8th November'' if you wish to have a re- delivery press one if you want 8 am to 1 pm for six pounds' etc etc.

Putting my tracking number in the website asks me to request a re delivery AGAIN!.

This must be a record; reporting a future failure suggests they're not planning to deliver again tomorrow, so they will insist I cough up!

Am writing to 'customer services' let's see where that gets me.

Will go in person to collect my next passport, nothing will make me go through this again. Anybody know how I can get to speak to a human being?

[soniaE]

..//Anybody know how I can get to speak to a human being?

 

I haven't myself so apologies in advance if this sounds condesending in any way, but have you tried the number quoted in the title of this thread?

 

Re: DX Secure 0844 277 3333