Talking delivery, not taking delivery!

     

As much as our world has been changed forever by the power in the digits and all the devices that can interpret them instantaneously, some things never seem to change, even in 2014. If you take even the briefest of looks at the images above, you will get the point - we are talking about delivery today. Talking delivery, not taking delivery, sadly!

The single most frustrating aspect of attempting to take delivery from DHL, UPS or Purolator (among others) is just that - getting your hands onto the package. Don't get me wrong, these companies do a stellar job of getting our items transported from one city to another, one country to another, and even from one continent to another. No one is misrepresenting that. 

But you know what? To a large extent, it all comes down to end-user experience after a package's travels, and these companies don't seem to realise that. Sure, it works very well if you are a business entity with a reception desk that is always open for receipt of parcels, but for private individuals the delivery process is vague at best. That very last handing over of something that you have paid for is the key aspect of end-user experience, and such companies remain cold to the very idea of pleasing the client's needs. If we are indeed the client?

I had a small package in the hands of DHL this past week. Their tracking tool (which is very useful, by the way) clearly informed me that my item went onto a truck around 11:30am on the day of delivery. Given that the warehouse is way out by the airport and my house is in the heart of the cold, cold city - I felt it safe to assume that it was extremely doubtful that it could get to me before the end of the afternoon. These vans are packed pretty full most of the time, and with local traffic, there are always obstacles and delays.

I got home by 3:45pm to sadly (but quite predictably) see the yellow DHL sticker on the front door - delivery was attempted just before 2pm. Oh well, I thought, so now I know, I will take half a day tomorrow, as it shows re-delivery would occur in the PM. So I am guaranteed to get it tomorrow then, right? Wrong. 

I was home by 12pm sharp the next day, certain that I would have it shortly. Again, and almost totally predictably, the hours passed by in total silence. At one point, because I had to pop out to the bank, and it was already 4pm, I called DHL just to ask if they could give me any idea of where the driver was, or where in the schedule I would be, now that it could be updated. They were unable to help me in any way. Again, totally predictable. 

Amidst total frustration, and severe boredom I jumped out to the bank at 6:25pm, knowing they couldn't possibly show up in the only five minutes I was gone out of almost seven hours the item had already been on the truck. You can (can you?!) imagine my reaction when at a mere 6:33pm, I exited the building the bank is in to see another yellow sticker on my front door. Seriously, I felt like jumping in my car and racing into the streets to find the truck and demand my goddamn package. It is mine, after all, right? Wrong. It's only yours when they hand it over to you. 

DHL are way better than UPS, let me make that clear. They have much more accurate and up-to-the-minute tracking info, and at least they do attempt to re-deliver up to two additional times after the first failed attempt. UPS suck by comparison - at least here in Canada, when they attempt to deliver even the smallest of packs, it's one time only, and they mark the sticker with "Final delivery attempt" and you are forced to go off to some store where you can never find parking to get your item. It's lazy, sloppy service, in my opinion. 

What truly confuses and frustrates me is that today, in 2014, we have no tools to better handle the logistics and customer service aspects for items currently out for delivery? Hasn't someone written some very cool software tool that allows the cloud to monitor delivery progress and provide a general update to the head office, if not the actual client? We aren't asking for the world here, it's got nothing to do with an exact time of delivery, at all. It's a question of do I have to sit inside at home on a sunny day from noon to 8pm waiting?

The most disappointing thing is that the companies themselves don't seem to care, at all. 

"Can you give me some idea of how much longer it's likely to be? I just need to pop over to the bank for five minutes, that's all."

"No. We have no information on that."

"Well, if you say that it is postcode that determines the order of delivery, can you reassure me that I am at the end of the chain, so probably have not just five minutes at my disposal, but rather five hours?" 

"I cannot comment on that."

"Well, can you call the driver just to see where he is in the delivery process, or where he is relative to downtown at this time?"

"No. I am sorry, we don't do that."

"How are the items packed? Don't you know by the order of how the van is stacked, that if say, mine is at the very back of the van, then I am probably in the last few deliveries of the day, due to my postcode?"

"I have no information on that. Your item will be delivered between noon and 8pm today."

I find it to be totally ridiculous, and yes, that is with the understanding of the overall complexity of a moving driver out and about in traffic and subject to all sorts of variables, delays, etc. I get that. I don't need God's own knowledge of the big picture, I want some/any information that will help me arrange my day and still get my package in my hands. It has to be possible, people!

The whole charade reminds me of Seinfeld, and the classic cable guy episode where Kramer turns the tables on the cable guy and refuses to ever be reachable at home. It was hilarious, and we all got the point, big time! That episode was clearly written by someone who understands our frustration over such situations, and surely feels my pain. But you know, both the telephone and cable companies have gotten much better at updating us on when they actually will be coming, and holy mother of God, they even call you now from a cell phone to tell you that they are on their way and you are the next appointment. Now that is what I call responsive customer service!

Sadly, the parcel delivery companies are not at that stage yet, maybe because in most cases they have already been paid, and they see the sender as much more their client than the recipient and end-user, which is you and me. In fact, and this is a new trend, I feel that of all entities, Canada Post is actually kicking some ass in delivery options and efficacy these days. 

There was a moment there where Canada Post began to look like a dinosaur, or maybe more like a deer in the headlights (of the digital age), subverted by the replacement of letters by email and the traditional domestic parcel business sucked away by the big brands such as UPS and Purolator. But they are fighting back, and where they really mail it is in the fact that if you are not home for the delivery, it goes to one of their many, many outlets, for collection, which often means at a location very close to your home. In my case, I only have to walk across the street to get it. 

This is where they win. On top of that, they have very smartly now done deals with some local vendors, such that you can now get your parcel delivered directly to the outlet of your choice, and a notice is left both in your traditional as well as virtual (email) postboxes, which is the best service I have ever experienced. You get an email telling you it has arrived, and you simply cross the street with your smartphone to complete the transaction. UPS, by comparison, actually have the nerve to charge you if you feel it's easier to just get the item dropped off at the UPS location it is going to end up at anyway. Well done for fighting back, Canada Post, keep this up and you are going to become leaders in this area of business!

Well, here I am on an early Saturday afternoon, after a wasted Friday sitting around waiting on DHL. I don't have my package, and only time will tell how the next stage of this delivery drama plays out. In the meantime, there's still some time for another mug of Bolivian Black Magic special dark roast, and that shall be reward enough for my recent trials and tribulations! No point in trying to call DHL - they are closed. Which says it all. ;) - Kevin Mc