[Enhlish] Packet with new router never arrived

[natpari]

Hi everybody,

as on the title, I'm waiting for the packet with the new router for one week today.

I changed my contract from "Internet & Phone Kabel 100" to "Red Internet & Phone 1000 Kabel" the 17th of September.

I received a tracking number on the day 18th of September.

DHL website shows me the packet from the 19th of Sept as "Out for Delivery" but the last update on the shipment is at 15.39 of that day sying "Was impossible to deliver the packet today, we will try the next working day".

I tried to contact DHL but they told me that is the shipper who has to contact them to ask where is this packet at the moment.

Can someone help me?

[Grit]

Hello natpari,

the information from DHL is unfortunately not correct. The shipper is the only one who can find out where the package is at the moment. It was handed over to DHL by Vodafone and after that we only have the tracking you have. Please contact DHL again.

Regards

Grit

[natpari]

Hello Grit,

Thanks for your answer. 

I called again DHL, they told me they don't know where is my packet at the moment, and also they told me they would call me back on my phone to give me more news about, but after all the day nobody called me back. 

The situation is now this: the packet with my router is disappear, and I don't know where to go to look for it.

My option Red 1000 Kabel is already active, and I'm paying for a bandwith I can not have for someone else mistakes. Also the 14 days to give back my old hardware are almost over, and obviusly I dont' want to send back my old router if the new one is not here. I don't want to be without any connection in my home.

What should I do now? Call again DHL and listen "We will let you know with a call when your packet can be delivered" ? Really we are at this point? Is possible

Is there someone who can help me? 

If the situation will last for one week more I think I'm going to close my contract with Vodafone. Is impossible that nobody knows where this packet is, and that at the very end I have to listen that is my faul because I was not at home the timo of the delivery. 

Bests,

natpari

[natpari]

Update.

I called again this morning DHL, and they told me today that is Vodafone that must ask for an investigation about this packet, even if I'm the recipient and I paid for the pack is always the send that must ask for investigation.

At this point I don't know anymore what to do, any time I call someone say something different, also they laugh on me on the phone because my German is not that good.

It seems unbelievable what is happening whit this router. Also nobody from here try to help!

Really bad customer service.

[Grit]

Hello natpari,

nobody blames you. I didn't do that anywhere. But if DHL doesn't know where the package is, how do we know?

I try to do it through another department because I can't do anything myself. I can't promise anything for the time being, just so much, we'll try to clarify that, of course, and not to your disadvantage. You can't help it.

Please send me a private message with your name, address, customer number and date of birth. Very important, please contact me again here in the post.

Regards

Grit

[natpari]

Hey Grit,

I just sent you the infos.

By the way my complain was about how customer service at the phone from DHL is, and I know I should not complain here about that, and I want to apologize for this.

In any case, thanks a lot for your help.

Bests,

natpari

[Grit]

Hey,

i have now forwarded the tracking of the shipment via DHL to another team. But you have nothing more to do with that, I deleted this device from your data. Then I arranged for a new Homebox to be sent. It should be shipped within the next few days. The very old device should be returned, the reclaim for it I have extended. So you have time until the new box is with you to send back the old one.

Regards

Grit

[natpari]

Hey Grit,

Thanks a lot for your help.

I'll let you know on this post when the new home box will be here.

Thanks again.

Bests,

natpari

[Thomas]

Hi natpari,

we shipped the box today.

Regards

Thomas

[natpari]

Hello dear Thomas, 

Unfortunately I've to ask again help here. The last packet you sended with the router is not here. 

I recived a mail by DHL and they told pack should be here the 2nd of October, but unfortunately is not here.

I'm trying to track the pack via the website and it seems to be locked at departing station, not even departed from there. Is there maybe and errore with the address where you se t the pack? What is happening is really strange.

Also I recived another mail by Vodafone saying I must rush to give back my old hardware, but (again :)) I don't want to be without connection at home, so I can't give the old back till I don't get the newer.

Is possibile to receive the pack in a selected DHL pack station? I think it will be simpler for everybody!

Thanks for your help!

natpari