“Can anyone help me, I am trying to get DHL Barbados to replace my equipment that has gone missing from a package in DHL Barbados cage.” – (Frustrated DHL customer in Barbados)
This cry was received via email by a Barbadian who is being led around the blackberry bush by DHL Express, an international express mail service. The issue is a simple one: Mr. Blackman (the customer) ordered 1 mobile phone and batteries from a supplier in China which was to be delivered via the DHL Express network on March 23, 2013 and to date he has NOT received the equipment. Such a delivery is normally expected to take 3-days plus time to clear customs, an additional 1 to 2 days.
Mr. Blackman has shared a string of emails with BU which raise several questions and is enough to frustrate the average person. To summarize: The package was received by the DHL station in Barbados, allegedly opened and retaped by the Customs Department. However when the customer (Mr. Blackman) received the package his shipment was incomplete i.e. the equipment was missing.
Mr. Blackman was given a copy of a letter dated 02 April 2013 which was sent to the DHL China station to confirm that he received an incomplete shipment. The shipment was sent on the shippers account which means that DHL China has to reimburse the supplier in China to trigger a replacement order for the customer in Barbados.
The customer as at the 15 April 2013 has confirmed he is none the wiser about when a transaction that should normally take 4 to 5 days has now taken almost one month. BU calls on DHL Express to make good on its customer service promise and resolve this issue without further delay.
See copies of a few emails between the customer in Barbados and DHL Express.
Date: Sat, 13 Apr 2013 00:03:54 +0000
Dear Mr. Cowan
Your letter to DHL China stated that DHL Barbados along with our Security confirms that Mr. Blackman did not received his complete order,missing from the shipment 1 piece Mobile Phone ZP810H and 2 piece Batteries value $334.00. Sir I compliment you for being honest with your full knowledge, after discussion with your
Security Officer as to how the equipment gone missing from the cage of DHL Barbados, however your letter did not state when or how DHL Barbados will replace the equipment. By your control you are depriving me the used of my equipment. Sir your email to me on the 30 March 2013 stated, that you contacted the origin station where the shipment came from and started the claim process, the shipment was sent on the shippers account and therefore only the shipper will be reimbursed after which they will resend me a replacement phone .
The DHL China letter to the Shipper stated they are not responsible for the lost, (that’s true) you knew the responsibility belong to DHL Barbados, yet by your control you continue to deprive me the used of my equipment, what have I done? I paid DHL, Us$75.00 to freight a package from China to Barbados in 3 days, I paid DHL Barbados, BD$208.91 in order to receive a package with missing equipment, that was taken from the package in DHL Barbados cage, the incident is confirm by DHL management and Security Officer who by the used of security Camera knows when and how it was taken. Sir I am asking again,for the intention of DHL Barbados for the replacement of my equipment
Date: Fri, 29 Mar 2013 18:34:17 +0000
Mr. Cowan
I am writing with due respect to you as DHL Manager in Barbados, I am asking for the respect a Customer of DHL be granted, to me who is trying to address the lost of vital equipment to my Freighting Business by DHL. You call my lost an incident, now you are taking advantage by not advancing the claim, all you said you were going to do, are not done to date DHL is big, I am a small Trucker Sir, I am asking for an urgent replacement of equipment 1 zopo zp800H Cellphone and 2 zopo Batteries that are missing from a DHL package#8259545335 address to me Alden Blackman
Sir, after I made my report to the Customer Services Agent in Barbados on the 27 march 2013 at 10.25 she ask me to wait for the Security Officer, a Mr. Robinson, I told him what is missing from the package, and showed him it was cut open and re taped, he said, it was cut open for customs purposes, and that the Cellphone, Batteries, I pad, and 2 Key ring Torchlights, put back in the package resealed and put in a cage, he showed me where he marked CAGE, on the package, he said he is going to check Security Camera, came back and told me he is going to report what he see, and I can make a claim, I requested written acknowledgement of my lose equipment, he said he can’t give me, he will make the report ,I ask when, he said Today, my request to see a Manager was not granted and I leave DHL
I call DHL at 11.25am,Customer Service Agent ( Lisa Beckles ) told me the Manager is Mr. Cowan, but he is in a meeting ,she ask for my cell# so that he can call me I give her my cell #s, and waited for the call, that never came. Sir I needed to know if Mr. Robinson had made his report to Management. I called for Mr. Robinson and Mr. Cowan 4 times from 1.30 pm to after 3.pm, and was told they not answering the calls, the last Customer Service Agent, that answer said his mane is Jamal so I call the Police , the Police call DHL, and a Mr. Cowan call me we had a discussion and he said he had to get the report from his Security Officer to confirm my claim, before he call me,he send me an email and request some information, that I supply, he said the Incident will be reported in the Security Incident Database and his Customer Agent will email me a Claim form so that we start the claim process To date I have not received any claim form DHL is responsible for the delivery of a package with pieces of equipment that has gone missing at DHL, the incident is confirm by Mr. Cowan and his Security Officer
Sir. the equipment ( Zopo zp800H Cellphone and 2 Batteries ) are very vital to my Truck Freighting Business and I need to have an urgent replacement of the equipment
Best Regards!
Date: Sat, 30 Mar 2013 13:31:27 +0000
Mr Blackman,
We have contacted the origin station where your shipment came from and started the claim process. The shipment was sent on the shipper’s account and therefore only the shipper will be reimbursed after which they can resend you a replacement of phone.
Date: Mon, 8 Apr 2013 03:54:34 +0000
Dear Ms. Harris
I am sending this email, as to record the progress of, and again I am asking for the replacement of my missing equipment (zopo zp 800H Cellphone and 2 zopo Batteries) from package#8259545335 at DHL Barbados, you have seen my first email report, now this is the 7 April 2013 and I am still at the stage, when I made the report of my missing equipment (cellphone & batteries) The only thing that has change is that Mr. Cowan of DHL Barbados has not replied to my email he must think that this is small and it will go away, I am not giving this up, I was insulted and disrespected, by Mr. Cowan when I made the report and he continue to insult my intelligent.
On sat 30 march 2013, Mr. Cowan sent me an email, saying he has started the claim process with the shipper, the shipper will be reimbursed, after which they can resend a replacement phone to me, the sales person in China send me an email, saying the DHL China Agent needed letter of confirmation of lose by DHL Barbados, photo of the cut package and what was in the box, I ask Mr. Cowan to confirm the missing equipment, the letter was done after, you (Ms.Rickie Harris) told me you are assisting with the situation, on APRIL 2 Mr. Cowan sent me an email, saying, we are putting together a letter to send to DHL China, copy to me, stated DHL Barbados along with our Security confirms that Mr. Blackman did not received his complete order, missing from the shipment is 1 piece Mobile Phone(zp810 H and 2 piece Batteries value Us$334.00 I hope that information is satisfactory and will be of assistance
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