I sent off a PC graphics card under warranty. On Friday I received both an email and an SMS from Prospect (interlink) telling me the replacement card was on it's way by Next Day service and would be delivered...Monday. What?
Contacted Interlink, (who's email acknowledgement informed me they work Monday to Saturday), to ask what was wrong with Saturday, and was informed eventually that the sender had not selected the Saturday delivery service, (which missed the point completely), and that Next Day meant 'next business day'. I pointed out they were working on Saturday, as was I, together with millions of other people, so how wasn't Satrurday a 'business day', but this fell on stoney ground.
Today, delivery day, I clicked through to their tracking system to check which hourly slot I had been allocated for delivery. Nothing. Phoned the depot to be told they weren't using the hourly slot system to-day because of the snow (ok, see their problem), but in any event the package was stil at their depot in Reading because it had shut Friday because of the snow, and they had no idea when it would be delivered.
Back to Customer Service asking why during our email exchanges on Friday and Saturday no-one had bothered to tell me my package hadn't actually left their Reading depot, only to be told it hadn't been picked up from the sender. Pointed out their system had told me it had, etc. Silence so far.
Contacted the sender who confirmed they hadn't sent the package on Friday 'because of the weather' but, like me, they couldn't understand how/why Interlink had notified me of the collection and pending delivery etc of a virtual parcel.
Interlink, I'm not sure who is actually answering emails to your Customer Service email address but can you please get some Customer Service people who understand Customer Service asap?
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