DX Document Exchange complaints

[Eric the Red]

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?

[Guest Chris Griffiths DX Group UK]

Clearly there has been a huge mistake somewhere in this process. It is obviously a one-off situation here, and we will clearly need to understand how this has come about. I urge you to email me at social@thedx.co.uk with the correct details about your business, name, member number etc. Then I can pass to your account manager to start an investigation.

 

I will ask our Customer Services Manager to investigate who you spoke to as we don't accept sloppy performances from them.

 

I apologise there has been a complete communication breakdown, but I am struggling to understand how it could have got this far without you knowing about the impending demolition. We will obviously take this incredibly serious, as this should NEVER EVER happen. We have never heard of a case like this before.

 

Hope to hear from you soon.

[huggy41]

It is obviously a one-off situation here

 

how many more so called one off situations do you need till you get to 2 then 3.

i don't think anyone will be surprised by whats happened.

[Guest Chris Griffiths DX Group UK]

What has happened here is completely different to the other issues posted on here. There is no record of an instance (to my knowledge) like this ever happening at DX. But clearly this needs to be investigated to understand what and how this happened.

 

In no way is what happened here acceptable to DX.

[MARTIN3030]

Have created a new thread for this issue,as it is a sep issue to those previously posted.

Eric please keep us updated on any progress /resolution.

[Guest Chris Griffiths DX Group UK]

What is the link for the new thread?

[MARTIN3030]

http://www.consumeractiongroup.co.uk/forum/showthread.php?366719-DX-Secure

[Guest Chris Griffiths DX Group UK]

It would be great if the thread can be renamed, as it is not talking about the DX Secure side of the business. This thread is now talking about the DX Document Exchange

[MARTIN3030]

OK no problem

[MARTIN3030]

Sorted

[Eric the Red]

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.

[Eric the Red]

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

[Guest Chris Griffiths DX Group UK]

Calm down please. Just getting to you now and have your email in front of me.

[Eric the Red]

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!

[Guest Chris Griffiths DX Group UK]

Hi

 

I have informed you in my email that your account manager will be in touch, which has just been confirmed by him. This supersedes the need to speak with Customer Services as they won't be able to offer you the information that your account manager will.

 

My apology is genuine as this is very much an isolated case , and plus I have genuine sympathy that this has happened. I completely appreciate that these are important documents, but we would still try and offer you a great Customer experience whether they were important or not.

 

Please bear with us while you wait for your account manager to call. We can't advise further until that has happened.

 

Last of all, and as discussed in my email to you, this form of Customer engagement has proved to be hugely successful elsewhere, so your lack of agreement that I can help you is frankly flawed. Surely it is more helpful for me to help indirectly, than to have no help at all?

 

Sorry that we have failed you thus far, but we are working to ensure that we get the right information to you ASAP.

 

Kind regards

[Eric the Red]

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!

[Top Customer Services]

Having spent 20 years running a Customer Services operation, I am always dismayed by the DX Service levels, which I have experienced to be slow and patronising, from Sales to Service. The obvious route would have been to get your telephone number and contact you that way.

 

When the legal world goes digital, how will they make their money?

 

Have you got a satisfactory answer yet?

[Avoid DX Delivery]

They came to deliver while I was at work, I got no card through the door.

A letter arrived 3 days later , we tried to deliver please call to arrange redelivery of your BRP card!

 

Okay called them up,,....we cant redeliver as we came and 'someone' said you don't live at this address!..Whattt???

I said are you sure? they said yes, its procedure to ask a passerby if they know you and for security reasons you have to contact the UKBA to arrange redelivery.! We also dont leave cards for this reason.

 

OKay then..who is the passerby? DX: We don't record responses from individuals,

 

Me: I don't know all my neighbors, do you???

 

Furthermore, why did you bother to send me a letter to the SAME address, for me to contact you?

 

DX: Well,... I don't know ( foolishly)

 

Now I have the task of contacting the UKBA to arrange re-delivery through DX,

 

personally I prefer them to tie my documents to a homing pigeon.

 

I have no faith in DX and their delivery drivers.!!!!!!

 

I will avoid ..avoid..avoid......