Jumping on the DHL Bandwagon

Must be something in the air. Or a company that’s not really well run.

This morning I noticed a mild rant from Keith DeCandido regarding DHL’s spotty performance.

This afternoon, I found my buddy Dayton Ward also commenting on DHL’s inability to do the job right.

Which reminded me of a letter I sent to DHL on November 17 and have yet to hear back from them. Allow me to share the particulars:

DHL Express
Office of the President
Attn: Hans Hickler
1144 West Washington Street
Tempe AZ 85281

Dear Mr. Hickler,

I am taking the drastic step of going right to the top to express my frustration and dismay at the botched local service I have received as well as unmet promises.

This all began back in September when DHL handled the delivery for American Express’ theatre ticket promotion. Here’s the tracking information from your website:

Tracking results detail for 17782503351 Help

Delivered on 9/19/2006 4:02 pm
Delivered to Residence Door
Signed for by LD LOF -D GREENBERGER

Date and Time Status Location
9/19/2006 4:02 pm Shipment delivered. South Norwalk, CT
9:06 am With delivery courier.
9/18/2006 5:34 pm Delivery Attempted.
Please Call 1-888-273-8876. South Norwalk, CT
9/15/2006 5:12 pm Delivery Attempted.
Please Call 1-888-273-8876. South Norwalk, CT
9/14/2006 3:15 pm Delivery Attempted.
Please Call 1-888-273-8876. South Norwalk, CT
9/13/2006 11:58 am Delivery Attempted.
Please Call 1-888-273-8876. South Norwalk, CT
9/12/2006 11:42 am Delivery Attempted.
Will attempt again next business day. South Norwalk, CT
8:44 am Arrived at DHL facility. South Norwalk, CT
2:15 am Transit through sort facility. Wilmington, OH
9/11/2006 6:28 pm Departing origin. Downtown Houston, TX
2:58 pm Picked Up by DHL. Shipper’s Door

I called Customer Service to complain about the botched work and was assured that I would hear something from back from DHL. By October 11, hearing nothing, I dropped a note through your website:

I continue to await a call or letter or apology from the corporate offices
or the Norwalk, CT delivery facility for the mishandling of my package
which resulted in my not receiving American Express’ promotional play
tickets in a timely manner. When I spoke with Customer Service after
finally receiving the tickets (5 days late), I was assured I’d hear from
someone.

That same day I received the following reply:

Dear Robert Greenberger,

Thank you for contacting DHL.

I apologize this happened to you. Please be assured this is not indicative of DHL’s service. We appreciate your business and value you as a customer.

Thank you for using DHL Express.

Fred
Customer Service
DHL Worldwide Express

To which I wrote back:

Fred,

Surely, you don’t find this a sufficient resolution.

American Express trusted you to have my theatre tickets delivered by September 12. According to your own records, that was the first attempted delivery. Your driver did not bother to hang a tag for our signature until Monday the 18th, meaning I did not receive my tickets until the 19th. The play was on the 15th.

Your driver and system failures meant my wife and I were deprived our evening out, it cost American Express money for a delivery that failed to be made as promised.

DHL’s customer service promised to be in touch and has not.

Your entire system has broken down and failed and all you can do is say you’re sorry. I expect more than that.

Bob

And then silence.

Today, I contacted Customer Service and a lovely lady named Rose assured me a letter to this address was my next recourse. As you can see from the above, a number of miscues have aggravated a bad situation and made it worse.

I look forward to hearing back in writing or by phone to explain the driver’s incompetence and DHL’s inability to honor its promise to contact a customer. Some tangible gesture to replace the missing evening out is also in order, I would think.

And the silence from DHL continues while the complaints seem to multiply.

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