DHL still blows
Kelvin decided to finally get a replacement camera for his busted up Canon SD630, so he ordered an SD870IS last week from Amazon. We have the unlimited 2-day shipping thing, so it was sent out immediately. Unfortunately it was shipped through DHL. Since we’re fully aware of how much DHL sucks, Kelvin decided to work from home when the tracking said it should arrive today.
So Kelvin waited at home. And waited. Sometime in the middle of the afternoon, Kelvin began to really worry and gave DHL a call. Of course, the service rep told him it was currently out for delivery and assured him that the package would be delivered by 5PM. Or between 5PM and 9PM… what? Kelvin took their word and continued working from home until 5PM, which is when he gave DHL yet another call. This time, he was told that his package wasn’t going to be delivered at all today, and right now it’s sitting at the local hub. Oh yeah, and they’re probably not going to try again tomorrow. No explanation for ANY of this. DHL just wasn’t going to do their job, end of story. Kelvin contacted me at work and told me I had to leave that very moment to go with him and sign for his camera (it was purchased under my name for Amazon points) at the Sunnyvale hub, which closes at 6PM. So I rushed home, and he rushed us down carpool lanes on 85 and 237 to make it to the Sunnyvale hub before 6PM.
We arrived at 5:45PM to this familiar location (we’d been here before when they couldn’t figure out how to deliver packages to Kelvin’s old apartment), and there were two people waiting for packages at an empty counter. Waiting and waiting, eventually a bald white DHL worker appeared. He looked tired and/or irate. I guess the first guy had already been helped, so he asked the second lady for her slip (WTF, why does SHE get to have slips? :P ). He went back to look for her package, found it, and brought it out to the lady. As he was doing this, he was also yelling at another worker to get the first guy’s stuff. The conversation went something like this (all done with shouting, since bald worker is at the counter, peon worker is down the hall stuck out a doorway and visible through a window):
Peon worker: I can’t find it!
Bald worker: It’s in the bucket!
Peon worker: [few seconds pass] It’s not here!
Bald worker: [irritated] It’s IN the bucket!
Peon worker: In the back?
Bald worker: [Very irritated] NO, IN THE FRONT. THERE ARE TWO BUCKETS BY THE DOOR. IT’S IN THE FIRST ONE.
Peon worker: [Few seconds pass, then he walks out with package and hands it to first guy]
Okay, so I was getting the impression that bald DHL worker is fairly competent (or good at looking competent) and that he was in a very unhappy mood. It was finally my turn, so I showed bald worker my package number. He looked it up on the computer, and his face kinda sank a little when it came up, which made me worried. He asked if I knew where it came from, and I shrugged as Kelvin said it was from Ohio. He started to head towards the back, and as he left, he asked if we had some time cuz it was probably going to take a while. We’re like, “I guess”, and he asked again if we knew where it came from. I’m like, “Amazon?” It looked to not be helpful information, as the guy still looked deject as he ran to the back. We grumble to each other about how much DHL sucks and get ready for a long wait.
But apparently we got lucky. Bald worker popped out of the back room with a happy look, saying we were really, really lucky. He said he looked into the room of packages, and he saw an Amazon box right next to him and it happened to be ours. He said that never happens to him. Despite being slightly more cheerful because of the easy find, he was clearly still unhappy based on my conversation with him:
Me: So, did they try to deliver this package today?
Bald worker: Nope.
Me: Um, how come?
Bald worker: No drivers. The driver didn’t finish his delivery load by 5PM, and they’re refusing to pay for overtime, so the driver clocked out without finishing their truck.
Me: That’s horrible…
Bald worker: Yep. You weren’t the only ones. 12 drivers didn’t finish their trucks, so 1000+ packages weren’t delivered today.
Kelvin: And the holiday season is just starting.
Bald worker: Delivery guys used to working 12-14 hours are now only working 8.
Me: That’s so bad…
Bald worker: Yep. Write and complain. [hands me signature pad for package] Sign here.
Kelvin and I left with our package, and as I went through the door, I could hear the bald worker immediately tell the next customer (who has several packages he wants to ship) before he could even say anything, “Those aren’t going out tonight.”
But geez, really… what terrible business practices! DHL really IS as horrible as we all assumed they were. btw, I’m not complaining about customer service or anything; the guy was grumpy, but he wasn’t mean or rude to us, and he seemed quite (bluntly) honest and he helped us. I mean, how can they stop paying overtime when deliveries are at their peak?! It’s the holiday season, for crying out loud. That’s insane. This was probably the same “driver issues” that occurred with my last package. I still don’t get how DHL can still have any sort of business. I’d like to not use them, but how can I dictate what couriers the online shops use? Ugh.
11/26/2007
5:51 pm Shipment delivered. [Yeah right, “delivered” my ass.] Santa Clara, CA
8:00 am With delivery courier. Santa Clara, CA
7:52 am Arrived at DHL facility. Santa Clara, CA
11/24/2007
4:42 am Depart Facility Wilmington - Clinton Field, OH
12:47 am Processed at DHL Location. Wilmington - Clinton Field, OH
12:06 am In transit. Wilmington - Clinton Field, OH
