Timing is everything. Thursday I joined the people bitching about DHL and Friday I came home to find a letter responding to my November 17 complaint.
It’s long and wordy, but Deborah Laehu, Customer Relations Specialist says she is “deeply disturbed” by the company’s failure to perform as expected. She says Executive Management in the Norwalk, CT facility has been advised and an investigation will be conducted. She adds “The results will determine the level of disciplinary action needed and what additional training these employees need” blah, blah, blah.
But what about DHL’s role in our not receiving play tickets in a timely manner? Since the fault is clearly their’s and not American Express’s, how will they make good to the customer?
“DHL only considers compensation for actual loss or damage of the goods in the shipment.” So, since they didn’t lose or damage the tickets, just merely screwed up in their timely delivery, they feel they’re off the hook.
There’s no effort here to make the consumer feel their business is desired. Additionally, it wouldn’t have taken much to provide us with some tangible evidence they want us back. Instead, I should take comfort in knowing their minimum wage driver will be better trained the next time.
Of course, given a choice, there won’t be a next time.