DHL is not excellent and does not deliver

I purchased a Microsoft tablet in the UK last year, which picked up a display issue. Since there is no support for the tablet in South Africa as it is not available here, I had to send the tablet to the UK for repairs. I sent the tablet via DHL to the UK. The repairs were then completed under the device warranty in the UK. I then shipped the device back to South Africa via DHL, as DHL informed me that if I send an item out of the country it has to come back into the country via them will makes things easier. Disclaimer this is the first time that I have couriered anything, I have received purchases from online stores via courier but I have never sent anything via courier.

The tablet left the UK on the 24/12/2018 and arrived in Durban on 28/12/2018. Once it arrived at Durban DHL informed me that Duties are due for the tablet. So from the 28/12/2018 to today 09/01/2019 I have been phoning DHL daily and have not been able to get any assistance in resolving this query, which is detailed below, and getting my package delivered.

The tablet was purchased in Duty Free, so no Duties are owed, got confirmation of that when I arrived back at King Shaka International and went through customs. I then phoned DHL to query this and they told me that is not me its not duties that need to be paid but VAT

I had sent them the initial invoice of the tablet as proof of purchase, they used the total amount from that invoice which included other items as well which were not sent for repairs to calculate the VAT amount.

I then phoned SARS to find out if I have to pay VAT for a warranty claim, the lady at SARS asked me how much did I pay for the repairs, after telling her the device warranty covered it, she told me that no VAT is due, so I will NOT be paying any additional charges.

So I called DHL back told them what SARS told me and then they tell me that a DA65 form is missing. They never asked me for one before and never provided me with one so I don't know where I can produce one from, apparently it is a from that you get from customs. I didn't deal with customs DHL was supposed to do that, if you didn't then that is not my problem. Though they were supposed to proved one as I exported the tablet as a Return for Repair and it was returned as a Return from Repair.

I finally spoke to Joe Makwakwa in the VOC department and eventually resolved the query that I logged, ********** 6, on Monday afternoon, advising me that delivery will be scheduled soon. I then phoned yesterday afternoon to follow up, was told that delivery would be early today 09/01/2019. Guess what no package, after phoning you call center is useless, all that happens is you get placed on hold or transferred to some arbitrary department that cannot and will not assist.

I would like to get a refund for both shipments, to the UK and back from the UK, as well as the insurance for my tablet, also I will be sending you a bill for all the calls that were made,

So if you ever need international shipping done, use someone that knows what they are doing and DHL doesn't have a clue. The call center is of no use you simply get passed through from one agent to the next and transferred from one department to another with no one being able to assist or resolve your query.