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On June 12 of this year, I ordered a laptop in the Telia booth. I have been pleasantly maintained, checked the creditworthiness and promised that the computer will be delivered within 1-3 business days. The day of June 12 was Tuesday, the last time I had to get the item ordered was Friday.
The computer was needed for the job, no later than Friday, I thought I would be able to do the necessary work during the weekend. As it was really important to me, I called Telias the day after the order (Wednesday) and Thursday. I asked if everything was fine with the order and it really got me on Friday, and I was badured all the time – the product will come Friday. When I arrive on Friday, I get a message from the DPD messaging service to my cell phone that it 's time to wait for Telia shipments today. After checking the shipping code, I see that the lot has already been delivered to the consignee but did not ship it.
When they call Telia, they believe that it's an email error and that I have to call DPD to request a shipment. It is obvious that Telia is not responsible for deliveries, they are badured by calling DPD that the shipment was requested to cancel Telia itself, from which they received a written order to cancel the # 39; s shipping. I wonder if Telia herself does not know what she 's doing with the mailing and asks customers to call the couriers and ask them to deliver the shipment when it' s up to her. they will cancel it themselves
. On Friday, however, Telia acknowledges that it was their mistake and the deliveries are already due on Monday. On Monday morning, they are badured that the shipment will be shipped and delivered as promised today. After calling Telia, call DPD to register. Asked if my name is currently intended to ship and provide the necessary information to allow DPD to confirm the data, DPD warrants that no lot will be delivered to that particular name today.
And Telia's demonstration of "superior service" has begun, none of their employees knows where the shipment is, if it is, whether it will be delivered or not no, etc. It seems to me that one does not understand how a company that has to deliver your product does not know at all where it is and is worth waiting for? I've also asked responsible contact persons to help this situation – it seems that there are no such people in Telia. I am really surprised, the first case in life when you order a product. The evening is approaching, the deadlines for my personal work are so late, and it is not clear at all if you can expect to receive the product. I thought I would try to write on the company's website for "live help", perhaps they would sometimes improve in this situation as telephone counselors.
And really, after checking the situation, they told me that I will receive the shipment tomorrow because the consultant has "agreed" with the suppliers to deliver the article on an exceptional basis (j & # 39; have pictures of the conversation). I also asked if I could not pick up a shipment by mail or go to the Kaunas warehouse (I saw that the package was from Kaunas), although I am a resident of Vilnius, but one I said that there was not any. Once again, Telia knows nothing and can not comment. Now it is not clear at all whether to wait for them or start looking for a place to order the article from anywhere else. However, Wednesday was successful – the batch appears and is delivered. Yes, the 4 day delay is not a tragedy, and it all boils down to a problem that it's necessary to finish the job just like mine. But how can you dissociate completely, where is your equipment offered at the customer's request and can not provide any information? You are not even able to make sure the shipment still exists and can they wait or not? Another nuance, Telia checked my credit score almost every time after the conversation (although it was confirmed the day it was debited when ordering an item), which made drop the credit score a few days. companies are detrimental to its rating.)
On June 21, I wrote a complaint to Telya regarding this situation. In an automated response letter, Telia writes that she will try to respond within 48 hours. After 96 hours he replied that he would inform on the progress of the claim within 5 working days. Today is July 20 (writing this letter) and up to here no answer has been received
DELFI is not responsible of the content of this article, because it is a subjective opinion of the reader!
Do you want to oppose the author? Or tell your opinion? Write to the e-mail p. Citizens @ Delfi.
Comments from Telia Communications Manager Audrius Stasiulaitis
Telia customer (formerly Omnitel customer) I am over 4 years old, I pay relatively large monthly bills because I n & # 39; 39 not only uses a service. Throughout the year, I have never been late or unpaid bills or other inconvenience. It was the worst customer service to deal with. It turns out that Telia declares the "principles" of the company, the promising delivery terms and the "superior service" are just marketing, and not the true values that the company guide.
Telia excuses for misunderstanding about the delivery of the computer purchased. This is an unusual situation caused by ongoing upgrades to the computer system, which have prevented the delivery of orders to suppliers and tracking the delivery of the shipment. We have already completed most of the upgrades to the Enterprise Management System and are confident that this will certainly avoid similar delays in the future.
We appreciate the loyal customer feedback that really helps us improve. The quality of our services, our services and our technology is the essence of our business and the rule we always follow, and if our mistakes occur, we will publish them and we will excuse them all. That's the case, so we made contact with our client, we apologized personally, and for distress and loyalty Telia will give him a gift next week.
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