DHL Complaint - Unreliable And Untrustworthy
At the end of a holiday in Venice, Italy with my fiancee, we checked out of the hotel and left behind my shoulder bag, which contained our camera and my PDA, along with 150 euros and a few assorted low-value items.
We asked the hotel owner to remove the money from the bag and use it to ship the bag and contents via DHL back to Ireland. What a mistake!
The parcel arrived several days later, with the bag inside, but missing the phone and PDA! On inspection of the packing box, it was evident that someone had opened the box by removing the small tab at the side and sliding the top flat out from under the lid. The box had then been resealed and sent along it's way.
We called DHL and had them look into it. They confirmed with their courier in Italy that the phone and PDA were definitely in the bag when it was packed.
We put in a claim for the value of a new PDA, camera and memory cards, as well as a reasonable amount for stress, travel and time spent in the process of changing client's website passwords.
In the few emails that we received from them, they tried to assure us that it was an isolated incident.
This is unacceptable. It is irrelevant whether it was an isolated incident or not. We actually don't care about the value of the PDA or camera. The important point is that our photos and personal information has possibly been exposed to an unknown criminal.
DHL sent us a cheque for just over 100 euros, which covers the cost of shipping and little more.
Their liability is stated on the back of the waybill, which is fine, although the company has not appeared to make any effort to pinpoint the problem and stop this kind of thing happening.
It may be a DHL employee, or one of the various contractors along the shipping path, but one thing is for sure - DHL doesn't care! They do things according to their own irresponsible company policy and one stolen item to them is nothing.
It may be an isolated incident, but it should not have happened at all. Saying that you ship millions of parcels every year is no excuse for loss of people's personal belongings. The worst part, and one of today's problems is that sensitive data goes missing. This data is now no longer secure nor can be recreated or compensated for.
The infuriating thing is that no amount of complaints to them seems to make any difference.
DO NOT USE DHL!