TEXAS -- On May 2,2008 I ordered a new DELL computer. This wsa not my first DELL but it was the first to be "delivered" by DHL Express 3-5 day service.
According to DHL tracking system online they picked up the package from DELL on May 5th and tried to deliver it on May 8th, 9th, and 10th but no one was home. The status also showed it was "ON HOLD TO BE PICKED UP PER RECEIPIENT'S REQUEST".
The Problem: I am blind and at home 24hrs a day and basically 7 days a week. During the week they stated they attempted delivery I also had a guest in my home. Both of us never left the home and no DHL Delivery truck came to my home much less left a notice or anything else. It was only on the 14th that I obtained the tracking information from DELL and found out who even had my package. I also findit interesting they say it was out for delivery on the 10th which is a Saturday and their office is closed, but I will admit they show a scan for it being out and brought back to the station.
On Tuesday May 14th I called DHL, explained I am blind and at home all day and no one had come to my home. I asked for it to be rescheduled for delivery and made sure they had very clear directions, even telling them of the For Sale By Owner" sign in front of my home. The status on the system did show it was "sheduled to be delivered" but no additional scans or info ws entered and again, no DHL delivery truck came to my home.
After again calling their customer srevice office I was told the Tyler office would call me, and they did not. Finally on Friday, May 16th I did hear from the Shreveport office, in another state, and they told me they would have the Tyler, Tx station give me a call. I told them I had been waiting for days for them to call but I had no way to contact them and did not even know where their office was located. The Shreveport, La office gave me the Tyler office number and addrice, which I then called. This was my FIRST contact with the office that had my package of any kind. The person in Tyler told me that it would be scheduled for delivery on Saturday, May 17th by 11am. He assured me it would be taken care of and I would have my package/computer.
The more I thought about it the more curious I became about a "Saturday delivery". I called the 800 number service to confirm this. They told me "The Tyler office is closed on Saturday and normally does not do Saturday deliveries, but I am sure if they said they would then it must be some special schedule they have set up." Yeah, right. I know someone blowing smoke when I hear it.
Needless to say it did not get delivered on Saturday. In fact when I went to check the status online the status once again showed " OH HOLD PER RECEIPIENT'S REQUEST".
I called the customer service desk again and found that indeed their servers did show that the Tyler office had spoken to me on Friday at 9:00am and that it was scheduled to be delivered on Saturday but then Friday evening they had changed the status to on hold. Again, they left a message for the Tyler station to call me, which never happened.
Monday, May 19th, I made numerous calls to Tyler, with no answer. I called customer service and was promised a call by 9:30 from Tyler. At 9:30 I did receive a call from DHL - in Shreveport Louisiana saying they were trying to get in touch with Tyler but could not get an answer and were sending them a FAX saying to contact their office in regards to my problem and they would let me know as soon as they heard something and Tyler should also be calling me.
Three hours later I called Shreveport back and talked to their manager (thanks to caller ID), and was told they were talking with Tyler and I should hear from Tyler within a few minutes and they (Shreveport) would call me back in 1 hour to verify what was to be done. Which of course, NEITHER CALLED!
Still unable to get Tyler to answer the phone I called Shreveport back at 3pm. I asked what was going on and they told me they had just gotten off the phone with the Tyler supervisor and he would be calling me soon. I gave up, I asked "Is my package in Tyler right now?" They told me yes.
I had to hire someone to take me to Tyler, 20 miles away, to pick up a package that had been in transit to me for 14 days and never made it there.
I WILL NEVER PURCHASE ANYTHING SHIPPED WITH DHL AGAIN! Caompanies like DELL never see the problems, they are not one's having to track it down, check where it is and try to work through the hastles of DHL.
As for DELL, they told me Monday they would give me a refund on the shipping and handling, once I have the computer...We'll see, that may be another part of this story. I do encourage people to ask for refunds on shipping and handling. when DHL doesn't deliver on time. After all you are paying for a timely delivery, if it is not met why should you pay?