DHL Tracking Madness

| 1 Comment
I ordered a nice new toy from Komplett over the weekend and got a email with a "Track And Trace" code for DHL Europlus. I went to www.dhl.ie, saw a nice DHL Fast Track search box on the top right and entered my code. I got a page entitled "Tracking Good Afternoon" (at 6 in the evening) and search boxes all over the place. Besides not looking well in Firefox, it didn't show the code I had just entered anywhere.

I put my code in the top search box (Air Express), pressed search, and up popped a box saying entitled "DHL Road Express Shipment" telling me:
You may have entered a DHL Road Express Licence Plate Number / Identcode Number.

Please use the European Road Express Parcel Tracknet below to track this shipment.
The main page also had a section entitled "DHL Road Express Parcel Tracking", so out of interest I tried the code there and got the same popup. I then clicked the European Road Express TrackNet as they wanted, and figured out how to add my code and submit as needed. The tracking as it turns out is pretty dire. According to them, my package is in Tilberg, NL since yesterday morning. It better be wrong!

The point of this rant? Their system was smart enough to realise that the code I entered was a European Road Express TrackNet code. Why didn't it simply redirect to the proper page from the main page rather than carrying me into a page with multiple search boxes? Instead of a popup explaining where I need to go, why doesn't it redirect to the right page? Or even a link to the right page in the popup? Was there any UI testing done at all on the site?

I was talking to someone who once worked in a company bought by DHL. I was told that their biggest problem is that as they are buying up smaller local companies to do local deliveries, they are aren't integrating the new IT systems properly. This does explain why the tracking mightn't as great as it should be. However it doesn't explain why they can't add a small bit of intelligence to their site.

1 Comment

I had a weird experience with packages seeming to jump from one country to another:
http://www.mneylon.com/blog/archives/2007/09/07/ups-tracking-weirdness/

About this Entry

This page contains a single entry by Niall Donegan published on October 23, 2007 7:15 PM.

Whois Tip was the previous entry in this blog.

PHP Manual Open Search For Firefox 2 And IE7 is the next entry in this blog.

Find recent content on the main index or look in the archives to find all content.

Pages

OpenID accepted here Learn more about OpenID
Creative Commons License
This blog is licensed under a Creative Commons License.
Powered by Movable Type 5.02