DHL Next Day shipment has taken over 2 weeks

DHL shipped a next day envelope from Rogers, AR to Seattle, WA which didn’t arrive until 6 days later – 4 days after I left the country.

Hours were spent on the phone with their Sacremento service center who assured all would be delivered prior to my departure. When that failed to transpire, I was assured the pkg would be delivered to me in China by Wed at their cost.

Every time there is additional communication from DHL, it’s like they haven’t taken the time to read the history. Adding insult to injury, as per attached emails, DHL’s response time to concerns exceeds 40 hours. The message is DHL can’t be bothered.

I only want them to follow through doing what they said they would do and I think it is now appropriate for DHL to offer forwarding free of charge the documents to the IRS once I have read and signed them.

Thanks for your assistance.

DEFenton

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From: DHL Customer Service [mailto:Email User]

Sent: Wednesday, July 26, 2006 7:11 PM

To: Email User

Subject: RE:'DHL=002-136-281' General

Dear DE Fenton,

Thank you for contacting DHL.

Please accept my sincere apologize the package was left at the address on the package. The driver went back twice to try and recover the package. The driver was unsuccessful of retrieving this package. Please file a loss claim for this package by submitting the information requested in the last email. Again, I do apologize for the inconvenience this has caused you.

Thank you for using DHL Express.

Beatrice

Key Accounts

DHL Worldwide Express

-----Original Message-----

From: DE Fenton ( Email User)

Date: Monday, July 24, 2006 09:15 AM

To: 'DHL Customer Service' ( Email User)

Subject: RE: General

Hi Beatrice.

I must be communicating with a computer. All details are contained in your shipment number and contents are described as legal documents in the attached email.

Please have a human being contact me before noon tomorrow (25 July) in China at 13823799783. I’m going to print this string and send it to your corporate offices, then I’m going to post it on website that carries horror stories of poor customer service.

Regards,

DEF

_____

From: DHL Customer Service [mailto:Email User]

Sent: Monday, July 24, 2006 7:52 PM

To: Email User

Subject: RE:'DHL=002-136-281' General

Dear Denise Fenton,

Thank you for contacting DHL.

Please accept my sincere apology for the loss of your shipment and for any inconvenience this has caused you.

I am happy to assist you with your request. Please supply the following additional shipment information so that I may expedite your request:

- Email or fax number where a claim form can be sent

- Claim dollar amount

- Description of the commodity

- Contact name and number.

Please provide if the item is repairable and the dollar amount of the repair. Also, will the item be available for inspection? If so, please advise the name and address of where the inspector needs to visit.

Thank you for using DHL Express.

Beatrice

Key Accounts

DHL Worldwide Express

-----Original Message-----

From: DE Fenton ( Email User)

Date: Wednesday, July 19, 2006 06:40 PM

To: Email User ( Email User)

Subject: FW: General

RESENDING – PLEASE CONFIRM RECEIPT

_____

From: DE Fenton [mailto:Email User]

Sent: Wednesday, July 19, 2006 10:18 AM

To: 'DHL Customer Service'

Subject: RE: 'DHL=002-136-281' General

Hi Beatrice.

I understand companies struggle against inertia and that communication is often ineffective between call centers and distribution centers. This goes beyond mildly upsetting (Fri) to slow boil (Sat AM) and infuriating (Sat afternoon); service like this makes DHL look inept. There is something DESPERATELY wrong with DHL and your company’s internal communication that DCs fail to respond to express directions from Corporate Customer Care Centers when there is a service failure. (Please note attached email that indicates DHL local Seattle delivered pkg to my Seattle address on Monday, 17 July… AFTER I left on Sunday, 16 July.)

At this point, I am asking that DHL somehow find a way to pick up the pkg delivered to my Seattle address that I clearly advised both Jessica and Stephanie I would be departing for China from on Sunday, 16 July. It is reasonably DHL’s responsibility to forward that next day pkg to me in Shenzhen, PRChina (which Stephanie left a msg on my home answering machine to advise would be DHL’s course of action on at 1:30 PM Saturday, 15 July, after DHL failed first to deliver the pkg on Fri and again failed to del the pkg on Sat.) As a matter of customer service, I would recommend your company agree to pick up the package, once I have reviewed it and signed the contained documents, and forward to the IRS in Seattle at no cost to me.

As per your request:

My China Mobile is (country code 86)13823799783.

My address in China is:

Denise E. Fenton

5002 Shennan East Road

Di Wang Commercial Apts. #1916

LuoHu District, Shenzhen (city), Guangdong (province)

PR China

I live in China, Beatrice. I own a place in Seattle that I enjoy about 6 weeks a year, not unlike your company’s expats here in China. I will have an opportunity around end-Dec to be in Seattle again. The suggestion that I go back to pick up an envelope that was supposed to have reached me 2 days prior to my departure is ludicrous and just plain stupid for anyone involved in international business, which is DHL’s core business, to make. (Thanks to Stephanie’s supervisor for this brilliant and insightful contribution.)

This is DHL’s failure; not mine, not the shipper. Please handle this accordingly and advise me when I can expect delivery of these documents. Thank you for your assistance, Beatrice, resolving and rectifying this issue.

Regards,

DEFenton

_____

From: DHL Customer Service [mailto:Email User]

Sent: Tuesday, July 18, 2006 9:26 PM

To: Denise Fenton

Subject: RE:'DHL=002-136-281' General

Dear Denise Fenton,

Thank you for contacting DHL.

Please accept my sincere apologies for the frustrating experience described in your message. It appears DHL failed to provide the level of service that you expected or needed for your shipment. Please believe that we are committed to providing our customers with the kind of service that they can rely on.

So I may better assist you, please provide me with your telephone number and complete address, including zip code.

Thank you for using DHL Express.

Beatrice

Key Accounts

DHL Worldwide Express

-----Original Message-----

From: Denise Fenton ( Email User)

Date: Saturday, July 15, 2006 03:49 PM

To: Email User ( Email User)

Subject: General

QUESTIONS/COMMENTS

================================

Doc ws nxt day fm AR to WA. SAC Ctr Jessica advd misrouted due to misread

zip. J sp w/ CA DC & advd Sat del CRITICAL. CA DC confd lbld w/ grn Sat

Del. Ckd status Sat & confd pkg nt prioritized del. SAC Stephanie advd Sat

del unlikely. I rtn to China @ noon tom. Pkg contains time-sensitive

biz-critical legal docs. IRS ws to rcv docs on Fri. Who shld I adv IRS to

subpeona fm DHL? Wn rtn to China wl also rvw our corp nxt dy shipping

contracts, as wl biz contacts wn they hear this horror story. DEF

GENERAL REQUEST

================================

Tracking # : 34213482914

CONTACT INFORMATION

================================

Name : Denise Fenton

Email Address : Email User

Phone # : (138) 237-9978 ext. 3

Response Pref :

OTHER INFORMATION

================================

Cust sent email? : No

Referring page : www.dhl-usa.com/CustServ/ContactUs.asp

OS : Windows (General) / Windows XP (Specific)

Browser : Internet Explorer, version

Comment On This

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