DHL committed to customers?

DHL committed to customers?

It seems DHL no longer offers reliable personal and manual
services. In an email from an exporter, I was advised that a
shipment from Australia was sent by DHL to me on Sept. 13 and
received in Indonesia on Sept. 22 at 4:09 p.m. -- had I received
the shipment?

I checked with DHL on the morning of Friday, Sept. 24, giving
them what was apparently the wrong AWB from the exporter. The
shipment was not to be found.

As there was no way to do a manual check, they pushed me to
find out for myself, but promised to follow up on the matter and
phone me back.

By 10 a.m on Monday, Sept. 27, I had received no call. This
was a familiar pattern to me as DHL lost my new VISA card for
one-and-a-half months when it was shipped by them in January.
They didn't call me back as they had promised to, nor were they
able to do any manual tracking.

I phoned them again, now with the right AWB number in my hand.
But, once again, they couldn't confirm they had received the
parcel, let alone locate it.

Alas, at 4 p.m. that same day (Sept. 27) I got a return call
from DHL saying "Sorry we could not help you today, maybe
tomorrow! We have certain procedures and cannot phone Australia
to manually follow-up".

The point: DHL advertises themselves with pride as a courier
company that is quick and reliable. But they have yet to prove
their commitment.

SOREN LAX

Jakarta