Copy of communication with MyHermes customer support - :
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Victoria: Hi, my name is Victoria. How may I help you?
Mike Fider: Hello Victoria. My name is Mike Fider and getting to you for the 3rd time to sort out your mess
Victoria: ok am sorry how can i help you
Mike Fider: Order number : 8932175
Mike Fider: You have not offered any solution since Saturday midday and still cant print labels
Mike Fider: Have phoned you 3 hours ago and been promised call-back
Mike Fider: My customer is waiting for that parcel and I need to post it today
Victoria: ok just bare with me
Mike Fider: waiting
File attachment upload has started.
The file My hermes 2.PNG (11.65KB) was received.
Mike Fider: Tracking status _ contact customer support - well trying to , since Saturday and seem to be helpless situation for you
Mike Fider: Action - Print button does not open PDF file with labels as it suppose to
Victoria: sorry just bare with me again please
Mike Fider: ???????
Victoria: Mike I would advise to cancel this order and try to book collection again
Mike Fider: NO WAY !!!! You have advised that option and it didnt work
Mike Fider: I`m steaming copy of this conversation life to make public aware of your qualities
Victoria: I do apologise for the problems you are experiencing, I can assure you the website team is working on the fix and should ready anytime now.
Victoria: Right now, all I can advise you is to try to use a different browser and place a new order.
Victoria: We will refund you with anyother outstanding orders that you are having problems with
Mike Fider: Browser has nothing to do with that. I have placed an order and that cant be processed due to your errors
Mike Fider: I am not going to place new order as we have one outstanding since Friday
Victoria: Unfortunately we have to wait for the fix, at least for this parcel in particular you are trying to send
Mike Fider: how long ? Its the 21st century
Victoria: Like I said, if you cancel this one is showing as outstanding, I can cancel for you, then place a new order.
Victoria: I won't be able to give you an exact time, all I can advise you for now is that, the fix is for today
Mike Fider: NO , NO , NO - if you are fixing problem - fix it without cancellation of existing
Victoria: Again, I do apologise for the inconvenience.
Victoria: You are experiencing a system error, we need to investigate what the problem is
Victoria: Is there anything else I can help you with today a part from this label?
Mike Fider: Its leaving very bad impression as your customer service is unavailable for most of the day and if they do - there are empty promisses
Mike Fider: Re-assuming - You don`t know what the problem is and when its going to be fixed - correct ?
Victoria: Yes, at the moment here at the Customer Services no, but the IT team who look after the website, has been advised, and they advised us to wait today.
Mike Fider: But in the mean time knowing that problem is not fixed yet you have advised to cancel existing order and place a new one knowing that problem still isn`t fixed
Mike Fider: If I would place another order right now - would that work fine or no ?
Victoria: Ok, I am sorry, that is the advise I got from the IT team, in this mean time, as it may work.
Victoria: It worth try
Victoria: and like I mentioned, you will be refunded for the shipment
Mike Fider: Hold on please. I`m going to place one more order now - do not cancel existing order number 8932175 as waiting for your resolution there but want to find if your advise will resolve problem or if that`s waist of my time again
Victoria: ok i will hold here for you
Mike Fider: Paying now
Mike Fider: Didn`t work
Mike Fider: It says contact customer service
Victoria: I'm afraid in that case, like I advised you earlier, you have to wait until the IT team, look into it for you.
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The file My hermes 3.PNG (16KB) was received.
Mike Fider: Earlir , you have advised to cancel existing and re-book
Victoria: are you using Credit/Debit card or Paypal?
Mike Fider: what is so damn complicated with html coding that those "technicians" can`t cope with that ?
Mike Fider: PayPal as always
Mike Fider: Please cancel and refund 8964808 duplicated booking
Victoria: ok, I will do that strait away
Mike Fider: Your logo says makes deliveries easy
Victoria: I understand, I am sorry.
Mike Fider: I have never had such experiences before and honestly I`m sorry for myself and my customer I havent gone as always via interparcel or directly via TNT and wanted to save £3,25 loosing time,fuel etc.
Victoria: Just to confirm, would like me to cancel the ones from 19/10 and the 20/10 as well?
Mike Fider: My Hermes isn`t worthed £0.01 shipping cost with all that stress and time
Mike Fider: NO
Victoria: We are working to make the services even better, we are looking into the problem you are experiencing to fix it, unfortunantely I won't be able to give you the definite answer strait away, I wish I could
Mike Fider: I`m leaving 20/10 booking number 8932175 alive and want refund on duplicated : 8964808 from today
Victoria: We assure you of our best attention at all times.
Victoria: I have already canceled the order 8964808, you will nottice an email soon
Victoria: with the confirmation
Mike Fider: Its not your fault Victoria you re working in that environment from hell - I`m sorry for you really as seems you are surrounded by neglects
Mike Fider: You can`t really say anything else , can you ?
Mike Fider: I`m running my own business for years and if that would happen on my own backyard I`d just go and claim unemployment
Victoria: I am sorry, I was just writing the report to see if we can get an update on the matter
Mike Fider: Thanks for your help Victoria . I guess you cant do anything else in this matter as your technicians are worthless and cant resolve simple html tagging issue
Victoria: I am gona have to terminate the chat for now, but like I mentioned, I will make sure we chase this up and update you ASAP
Mike Fider: Ok - bye - it will be available on youtube
Mike Fider: waiting until you terminate
Victoria: ok. Bye for now.
Victoria has disconnected.
John Michael Biddulph found this review useful
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