DHL service disappoints me

I had a bad experience dealing with the courier service DHL.

On Sept. 8, 2003 I sent a package of kretek cigarettes (clove cigarettes) to my colleague, an Englishman, in London, through DHL, and completed all the necessary paperwork.

Unfortunately, two weeks afterward, I still had not heard whether he had received the package or not.

On Oct. 10, 2003, I contacted another colleague -- an office mate of the one I sent the package to -- and was told that my English friend had resigned from the company.

I then contacted DHL and was told that the package was probably destroyed by the customs office in London. The addressee (my English friend) should have received the package but refused to pay the high tax imposed on cigarettes.

Disappointed, I complained to DHL and the officer in charge of customer service told me that the order to destroy the package came from the addressee, as he had refused to pay the high tax.

I asked the customer-service officer for a written statement from my friend's office and asked her to tell DHL London to return to me the destroyed package.

Even worse, DHL did not offer compensation (in fact, the package also contained three pieces of Danarhadi batik).

Logically, DHL London should have contacted DHL Jakarta and DHL Jakarta should have contacted me. Leaving the right to decide on what should be done with the package in my hands. Clearly, in this case, DHL has failed to provide good service to a customer.

RATNA INDRAYANI, Jakarta