DHL Complaint - DHL allow their package to be stolen
I ordered my google nexus phone on 29 January 2010.I wanted to get the hone before this special date I have. so eagerly I followed the tracking order on DHL. the tracking website for mine is http://track. dhl-usa.com/TrackByNbr.asp?ShipmentNumber=1104034444
as you can see the order was going alright till the last day 5th February 2010.Singapore is a small country so I estimate the package should arrive 1-2 days after it reach singapore. but after 2 days the package has not arrived. So with advice from my friend I called DHL to inquire about my package. I was told by the operator that there is a problem with the delivery. On further probing the operator told me that they tried to deliver the package to me but they are unable to reach me. Thinking that they could have my address wrong I double check with him the mailing address. It was correct. The operator assured me that the package should arrive in a day or two.
being abit impatient on the second day after waiting till evening the package still have not arrive and I called DHL again. This time I was told by another operator that there is a problem with my package. I continued to pester for the problem and this time round the operator told me that there is missing content from my package. However when I ask what was missing the operator told me she do not know. But she gave me a number to call which she said was the investigating person of my case.
So the next day I called this person, Mark. He told me that when the delivery man pick up the package he notice the package to be tampered with and on further inspection and checking the phone was found to be missing and only the phone charger was left behind. On hearing this I asked if this could be a theft case. he said he cannot comment but the phone could have just dropped out(of a closed box?).They are still investigating the case. The next morning I receive a call from him and he told me they are unable to locate the phone and deicde to end the case by refunding back to the shipper. I asked if they plan to jst let the mattter end like this?He replied "yes".I demanded from him that I want an explanation from them and I will not let the matter rest like this. Then he told me they are actually still investigating.(seems like a lie to me)He told me this matter is brought over to a security officer, Steve Tan.
so I called this security officer and he told me on the 1st intance the package reach singapore they already found it to be tampered.(This means the 1st time I called the operator was lying to me.)He said this is a one off incident which I highly doubt so given the number of cases I seen online here. He continued to explain to me that dhl being a large company they hadle thousands of packages every day, about 40-50 k. Hence it is alright for them to lose a package or to. or in other word is a common thing. Furthermore, phones are a luxury item that are very tempting to be stolen by couriers.(seems like a very good job with bonus.)Finally he assured me that they will refund to the shipper in 7 days and I will make my counter claim there. I am still waiting for a reply here.
Morale of the story I learn here is DHL hires liars and thief to work for them. If you really want a good job can consider joining DHL as you can take what you like as your bonus and benefit