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| Not now Jess, I'm busy. |
Parcel force FAIL: Lost carbon Ribble – on an unsuccessful voyage to Preston
Right at the end of the last racing season I found a potential crack in the top tube of my carbon frame. The last thing I wanted was a fail at full speed – or any speed – so I sent it back under warranty.
Ribble were more than happy to assist, and sent out a suitcase for me to pack my bike in.
Unfortunately they do not have their own delivery service; as an SME I’m assuming they have not quite reached the point where this is financially viable. I found this quite disappointing and more than a little concerning.
The suitcase turned up, via Parcel Force... (outside of the hours stated for delivery), leaving the bike to be collected the following day. The driver was less than delicate - to say the least - with the suitcase.
I winced as I watched him dump it in the back, without strapping it in place among the other items. I was only grateful that I had used about three rolls of bubble wrap, and that I had fully secured and documented the contents and condition of everything within, pre-send.
The driver offered no receipt, and when I asked for one he took a label off of the box and gave it to me to write the consignment number on, begrudgingly.
I quizzed him as to whether he was sure he didn’t need the label for the delivery, whilst offering to get some paper for my own records so he could put the label back on – he seemed unfazed, disinterested, and went on his way with little thought to my questioning. He didn't want the label, and it seemed odd, and left me somewhat concerned for my extremely high value item for delivery with no visible address label.
SO... Parcel force lost my bike then...
I called Ribble somewhere around six times chasing the receipt of my bike, and was passed between various staff members, all offering no information and referring me to an email address that I had already tried to no avail. Eventually I put my foot down and demanded to speak to somebody who could track my delivery and give me a status nearly two weeks on from the collection.
Unlike Royal Mail in past experience, Parcel Force had no way for me to track the progress of my delivery as the 'sender', or at least certainly not under the method used for the collection managed by Ribble.
As it transpires I was eventually informed that the bike had been last located at the Bristol depot, (about three miles down the road) and that tracks 'went cold' somewhere between there and it’s destination – Preston.
A brief and horrifying email from Ribble told me that they ‘would be launching an investigation with Parcel force’ and then get back to me.
Parcel force - launching an investigation
Parcel force in all credit to them did indeed launch an investigation. A very nice lady was handling my case, and was perfectly empathetic, professional, and seemed genuinely concerned, but as far as I could deduce from my questioning their detailed investigation consisted of;
Telephone operative: ‘Bristol depot - have you seen a funny shaped box?’
Bristol depot: ‘Not since it apparently left here’
Telephone operative: ‘ok then’
Telephone operative: ‘National hub – have you seen a funny shaped box?’
National hub: ‘Don’t think so’
And this all took roughly six weeks, and with about two phone calls a week of prompting from me, and I’m sure quite a few more from Ribble. We all eventually resigned to the fact it was ‘lost’, my suspicions are largely more sinister but that’s purely academic I suppose.
After a petrifying conversation with Parcel force who claimed I was ‘technically’ the sender so it was up to me to make the claim - which should get me anything up to £100 - I practically had a near triple bypass, but was soon assured by Ribble I’d be getting a replacement sent out that week on them.
Various levels of bureaucracy got in the way of their original deadline, and it was not until about three weeks (and new dates) later the bike was actually sent out.
After my many emails with photo attachments and links to product details of all upgrades/replacements, the bike arrived without the cadence sensor or saddle, leaving a further week before I was able to test ride or start training on it, it also had the wrong colour seat post and version of pedals. Pedals were titanium rather than steel though, which was a nice surprise.
Regarding the seat post - Ribble were largely embarrassed by this stage, and sent a new one out pretty sharpish. I got no complimentary bottles or bottle cages this time round though for my troubles... but I suppose the pedals will do.
Ribble service on the lost bike
I did manage to get a constant contact throughout the majority of the debacle; he was very sympathetic, diplomatic, and I could tell he was doing his best at what seemed to be a hopeless task within a series of failing systems. I get the feeling that the levels within the company were working against him, and I am very sure the holdup was between management and Parcel force being bloody hopeless.
Postal service privatisation
My previous views on Royal Mail and their inability to deliver to our flat (apparently the division of property into flats is rare and confusing...), led me to be in support of privatisation; I’ve since u-turned on this view. Royal Mail now appears to be the less bad choice.
Support your local bike shop
I will certainly be supporting my local bike shop in future, given my Ribble experiences... BUT I will also say however that the new pedal upgrades are great, I’m a seat post up, my frame no longer has a crack and is the 2014 model rather than ’13; with Ultegra ’14 running the 11 speed rather than the 10, and unlike the previous version the gears run seamlessly (when clean). They are also Teflon cables - as they didn’t have the cables I upgraded to previous - and I get the feeling their upgrade was certainly more substantial.
All in all it worked out well, so thanks Parcel Force for being so incompetent, and Ribble for eventually coming good.