Thank-you at least to Chris Griffiths getting my account manager to call me, which he finally did at 4.45 pm, to tell me he was going to have to look into the matter. Apologies to the DX if I appear to be cynical. But surely if this pretty shocking "one-off" had been taken seriously to begin with, (a) I would not have had to deliberately seek to enlist Chris Griffiths to goad the DX's management via a public consumer complaints forum, and (b) the manager might have been available earlier, to ensure the wonderful customer experience that their last email assured me they strive for, and © the manager might have called with answers, not questions. It is not by individuals that an organisation's effectiveness and service levels are judged, unless they all come up to scratch, but by the whole. In this instance, there is much at fault - even if, Rumsfeldianly, they are still "known unknowns" I live in hope!

I've been as calm as I can be in the circumstances, and can be just as patronising too. Chris Griffiths has since told me by email that he/she is a Digital Marketing Specialist, and has apologised for the actions of someone whose activities they have not investigated because they do not have my account details (despite having my name and DX Exchange). I have not accepted this apology as it is meaningless, whether sincere or not. It is pleasing to note that Chris Griffiths acknowledges that the demolition of the exchange is unacceptable, but isn't that an understatement? I have still heard nothing back from the original Customer Service Rep who I spoke to at 10 am. I still lack my important papers, any explanation as to why they could not be properly redirected to me, why neither I nor the sender were told of their non-delivery, and above all, why did no-one tell me that my delivery address was being demolished!

Still nothing from Chris Griffiths! Perhaps they have their own DX Time Zone.

I'm now waiting to speak to Chris Griffiths, who I will put fully in the picture, and will put CAG in the picture shortly afterwards.

I am currently seething at the DX, and wish to share my experience. Slightly off-piste for a consumer website I know, but it stems from me being a business customer of theirs - albeit a one-man legal business - of some 14 years' standing at the same Document Exchange delivery box (a locker located in a small locked room fronting onto the High Street - my local "DX Exchange") in my nearby market town. The DX operate a guaranteed tracked delivery service - "Tracked DX" - for urgent or important mail. One of my regular senders always now send me my DX mail by Tracked DX because so many items kept going completely AWOL in recent years, and for heavy items it was cheaper (just) and more convenient to use DX rather than Royal Mail Special Delivery (which, incidentally, has never let us down). So yesterday an important and urgent package was sent to me by Tracked DX. I'd been laid out with an infection for a couple of days, so I manned-up, and went out to collect it from the delivery box. I opened the door to find the locker missing, the wall behind it recently demolished, and the space around it covered in stored builder's materials. I must have thought it was a hallucination, because I closed the door and then reopened it, just to make sure. I had been sent no information or warning of this. When I called the DX, I was unable to speak to my account manager, and the customer servicer representative initially took down the details of my complaint wrongly - I know because I asked him to read his notes back to me - and seemed unbothered and unsurprised. He had accessed my account details, where there was no mention of the closing of the Exchange. I told the sender of the mail, who has somehow arranged for it to be redirected to a firm of solicitors with an office in a nearby town, where they will kindly allow me to collect it during office hours, tomorrow. It seems worthwhile posting this because it is clear that DX staff read it, and thus it seems easier to communicate with them via an internet message forum than by telephoning them in their offices. Wouldn't you think that a business dealing with lawyers would be a bit more careful, keener to right wrongs they caused to customers, and apologetic when things went wrong?