Allegro One Box not working

[Client:69889441]

  @Syrena_zT @N_Nitka28 @RaBarbar_ka @MiMary @w_kiwi @Sa_nova @la_nika @nat_not @_HolaOla_

Dear Allegro Moderators Service,

I need to urgently report a serious issue with the Allegro One Box package locker located at Szopienicka 8, 40-432 Katowice. Most of the buttons on the screen are not functioning.

I left all three of my return packages inside the locker using the codes 314 B11 A6, 321 C79 66, and 30B 684 30, but because the interface was not working correctly, I had to select the only option available (“there is no package in the box”) just to close the locker.

The majority of the number and letter buttons are completely unresponsive. Please send a technician to repair this locker as soon as possible.

In addition, I urgently request that the courier be notified to collect my returned packages before the return deadline, as I will not be available next week due to a funeral in my family and will be unable to resolve any issues in person.

Thank you for your prompt assistance.

[MiMary]

Hi, @Client:69889441. Thank you for your report and I apologize for the difficulties.
I will report the issue to our technical support and contact the department responsible for collecting your return shipments. I will get back to you with an answer as soon as I receive it.

If you experience any problems with sending parcels in our Allegro One Box in the future, you can call our hotline when you are at the machine. The number is: 616 306 886. 

[MiMary]

@Client:69889441, we need some information from you about the parcels you placed in the Allegro One Box machine.
Do you remember approximately which locker you left the parcels in? Can you also provide the order numbers?  

[Client:69889441]

Thank you so much — I was really worried I wouldn’t get a response, especially since I’m heading to the funeral tomorrow.

There are 3 returned packages with the following order numbers:

• Order number: b265cd00-cef9-11f0-a419-795633f1c8b3 (Locker size L, bottom left)

• Order number: 2ef7cce2-cf15-11f0-a419-795633f1c8b3 (Locker size S, middle right)

• Order number: b265cd01-cef9-11f0-a419-795633f1c8b3 (Locker size S, middle right, next to the second one)

I tried calling, but since it was after 10 PM, no one picked up the hotline.

[MiMary]

@Client:69889441, can you describe, step by step, exactly what you did at the Allegro One Box machine and how you opened the lockers where you left the return shipments? I understand that the screen wasn't working right, so you couldn't enter the codes? 

[Client:69889441]

Number 0 and many letters on the Allegro One Box machine didn’t work. Luckily, the full return code 314 B11 A6 worked, so I repeatedly entered the same code three times to open three different lockers for all the packages. After putting them in, I had to select the only working option (“there is no package in the box”) just to close the locker, because the option “That’s all for now” didn’t work.
Basically, I just pressed whatever buttons were working!

[MiMary]

@Client:69889441, thank you for the detailed description! Please also provide the date and time when you placed the parcels in the locker.  

[Client:69889441]

On Sunday, 7th December, I tried from 9:28 pm to 10 pm. If you could check the camera, I'm there!

[Client:69889441]

Here's the link to my recording that none were working: https://drive.google.com/file/d/1QG5MeRXVMTaMDzkGJ5FBoPPg3aYW5YkN/view?usp=sharing

[MiMary]

@Client:69889441, thank you very much for all the information and the recording. We are already looking into this with the department responsible for parcel delivery. As soon as we have more information, we will let you know by email. I apologize for any inconvenience. 

[Client:69889441]

Here's another recording: https://drive.google.com/file/d/1ZT5tp2Hxb4w0KKdM6pmvyqtHv_7hvJTQ/view?usp=sharing

Someone called me earlier, and everything seems fine now! I'm heading to the funeral takes place tomorrow, so if there's anything else, please reach out, but I will reply with a bit of delay. Thanks!

[Client:69889441]

Hi again,

Out of 3 returned packages, only 1 has courier came and picked up today. When the other 2 will be picked up by the courier so that I can update the seller:

• Order number: b265cd00-cef9-11f0-a419-795633f1c8b3 (Locker size L, bottom left)

• Order number: 2ef7cce2-cf15-11f0-a419-795633f1c8b3 (Locker size S, middle right)

• Order number: b265cd01-cef9-11f0-a419-795633f1c8b3 (Locker size S, middle right, next to the second one)

[matt_rose]

Hey there @Client:69889441, I am contacting a suitable department regarding your case.
I will get back to you once I receive a reply.

[matt_rose]

@Client:69889441 We contacted the carrier, and we are waiting for an reply from their side.

[Client:69889441]

 

 

 

[Client:69889441]

Hi again, have you received any contact from the courier yet?

[Syrena_zT]

@Client:69889441 I am sorry that your problem has not yet been resolved. I have requested intervention regarding the return shipments. You will receive information by email

[Client:69889441]

 

Hello again,

I have been contacted by several Allegro agents regarding this matter over the past week via phone, email, and in-app messages, and I really hope to receive a final answer soon.

First of all, could you please notify the sellers of both returned packages about the return issues so they are aware of the incident? I have opened discussions with both sellers, and an Allegro consultant joined the conversations via Help, but they cannot access the community thread links. The return deadline is approaching, so please contact the sellers directly by phone if possible.

As mentioned earlier in the threads, an Allegro agent called me last week and confirmed that couriers would be sent to collect the packages. Since then, I have received no explanation as to why the courier did not collect all of them. Because the machine was faulty, I had to use the same return code to open three different lockers. I have already provided all crucial evidence (dates, times, videos, and visible codes on the packages). The total refund amount is 65 PLN.

Can we please resolve this before the holidays and not prolong it into the New Year?

If the return deadline passes and there is still no result from your investigation, what will be the outcome? I am confident that the camera footage will show that I placed all three packages into the lockers — unless the cameras were also malfunctioning at that time.

Most importantly, please notify the sellers, as they do not understand the situation and keep sending me links on how to file a complaint, which I have already done.

I look forward to your urgent assistance.

Kind regards,

[N_Nitka28]

@Client:69889441 The advisor has contacted you regarding this matter:

"The claims department will now verify your case review the cameras and parcel machine's logs.

They usually answer within 7 days, but at most they have 30 days to give you a decisive answer."

[Client:69889441]

Okay, so can you notify the sellers regarding the update?