DHL blows
Edited 12/4 to add: More on DHL’s “driver issues“.
This isn’t news to me. I already know from my past dealings with DHL and from Kelvin’s past dealings with DHL that DHL is the worst courier in existence. Imagine my distress when I found out that Dell’s free overnight shipping for the recent computer I ordered was through DHL.
Day 1 - Monday, 11/12/07
1:17 pm Delivery attempted; recipient not home Santa Clara, CA
9:27 am With delivery courier. Santa Clara, CA
7:48 am Arrived at DHL facility. Santa Clara, CA
3:36 am Depart Facility Fresno Hub, CA
12:51 am Processed at DHL Location. Fresno Hub, CA
12:01 am In transit. Fresno Hub, CA
My item was shipped over the weekend, so I should have gotten it on Monday after. They attempted the delivery, but nobody was home. Not a surprise, since I was at work. What was a surprise is that they couldn’t find someone to sign for it, since I currently live in an apartment complex with a manager who is usually present to deal with these sorts of things. Okay, maybe the manager wasn’t around. However, I didn’t get any sort of slip at my door, and the tracking didn’t update as undeliverable until ~7PM, so I was still expecting it to show up when I got home. Annoying.
Day 2 - Tuesday, 11/13/07
The tracking didn’t update at all, so I gave DHL a call to ask where my package was. A service rep told me it was currently out for redelivery and that if it wasn’t delivered, it would be at the local hub since they already made two attempts. I mentioned I never got a slip, and she apologized for that, as I was supposed to get one. She gives me the hours and address for the local hub in Sunnyvale. She also mentioned that they’re having a ton of deliveries today, though I don’t see how that’s relevant considering it’s not peak holiday season… and that they’re a freaking courier service. That’s ALL they do: deliver crap.
I would also like to mention that this day was also the day that DHL screwed up most of the Western US Toys’R'Us Super Mario Galaxy deliveries. Toys’R'Us got a bajillion preorders for their $25 giftcard deal, and they had said in their Sunday ad they game would be in by 5PM Tuesday. This is one of the most highly anticipated games and game of highest demand, and most of the TRUs in CA, OR, WA, TX, OH, MI, etc. got very few or none of their packages by the promised date. No store could cover their preorder numbers. Based on the CAG thread, it sounded like there were some majorly pissed off people at TRUs all over the West Coast at 5PM this day. I just harassed the rep over the phone, so I was lucky enough to avoid wasting gas. The common factor with all these Super Mario Galaxy mishaps? DHL. (P.S. Super Mario Galaxy is awesome… and I hate platformers!)
Day 3 - Wednesday, 11/14/07
Still no slip, no update on the tracking, so I give DHL another call. I’m once again told by a service representative that it was out for delivery. They also said they had attempted the day before, and I commented again that I got no slip on Monday or Tuesday. The lady apologized for the lack of slips. She said that because that they will have attempted delivery three times, it will be held at the hub. However, she said I need to call them to arrange a pickup before going to the hub. Eventually sometime between this afternoon and the next morning, the tracking updates for the day:
6:00 pm Scheduled for delivery Santa Clara, CA
12:57 pm With delivery courier. Santa Clara, CA
Day 4 - Thursday, 11/15/07
Okay, still no slip, but the status for Wednesday finally updated, though nothing for this day. I called DHL again, asking for the status and expecting that I will need to pick it up at the hub. However, I’m told AGAIN that it’s out for redelivery. I asked how come it’s not being held when they attempted delivery the last three days. I’m told by the rep that no attempt was made on Tuesday or Wednesday. Huh? She said that her system shows that no delivery attempt was made the day before because of “driver issue”. Yeah, that doesn’t sound sketchy. I asked her if she could tell the delivery guy to make sure to check the leasing office for my apartment manager’s signature, since there’s no way I’ll be home to sign it. She said she’ll speak with the hub, and I should get a call back in an hour. Big surprise, I never get a call back. Status was eventually updated for the day.
7:12 am Arrived at DHL facility. Santa Clara, CA
Day 5 - Friday, 11/16/07
Hey, no status or slip YET AGAIN, so I give DHL a call YET AGAIN. And YET AGAIN, I’m told it’s out for delivery… what the HELL? I told the girl I haven’t been getting slips, and I really want to make sure the driver checks for the manager. She asked me to hold, and then I guess I’m redirected somewhere because I heard ringing. And ringing. And ringing. I waited for like 20-30 rings before I hang up and call DHL FREAKING YET AGAIN.
I’m extremely irritated at this point, so I’m sounding pretty pieved. I was very nice and friendly to all the previous reps before, because I know they can’t really do shit cuz DHL sucks. This time, I couldn’t get myself to be friendly. The fact I got a particularly not-friendly sounding service rep this last time didn’t help either. (Honestly, I’m surprised the previous service reps weren’t total bitches. I can’t imagine the crap they have to go through on a daily basis.) I told the rep I don’t get what the deal is; I still haven’t gotten any slips, and I have no idea where my package is. She said it’s out for delivery, and they’ve only attempted delivery once so far. I’m like… what? What about yesterday? She said her system only shows attempted delivery on Monday, no attempted delivery on Wednesday because of “driver issue”, and that this day was when they were expected to attempt delivery again. I asked her to make sure they got my message about leaving it with the manager, and she said they got it. I asked what I should do if I don’t get a slip again, and despite me telling her that my manager would tell me if I get anything, she told me to check with the leasing office. Well, no shit, okay. I asked what happens if I don’t get it, and she reiterated it would be delivered today. I asked, if I don’t get it today, does that mean I won’t get it until Monday? She says I can still get it today if I got to the hub by 6PM, and I’m like, if it’s out for delivery, why would it be at the hub? She says I’ll have to call to find out when the delivery truck comes in. Can I have the hub number? “No, we don’t give that information out.” …Once I again, I asked what I should do if I don’t get the slip, she says call DHL again Monday… ARGH! I’m like, fine, whatever, and then I basically hung up on her because I’m so annoyed.
Later in the day:
11:57 am Shipment delivered. Santa Clara, CA
7:50 am With delivery courier. Santa Clara, CA
It actually delivered! I called my manager to verify she got it, since the tracking said it was:
Delivered to: Receptionist
Signed for by: MARTIN
(My manager’s first and last name is not “Martin”.) But yeah, I finally got my Vostro 400. In fact, even though it’s for my mother, I’m actually using it right now since she has no place for it at the moment. Even tho it’s cheap-o Dell, it’s pretty decent. Yay for non-crappy computers.
New thing I learned today: DHL stands for “Dalsey, Hillblom and Lynn”, the last names of the three people that founded it in 1969. About 60% of its American deliveries are done through independent contractors.
