Hellopeter
Share Your Experience
MF
Markus F

1 reviews | Active since Aug 2023

27 Apr 2026, 13:09

Logistical Nightmare

I purchased a Teltonika RUTM52 router from WiAutomation, but received the incorrect North American version (RUTM***0 / modem RG520N-NA), which is not compatible with South African LTE bands and cannot connect to Vodacom or MTN.

The supplier accepted that the correct unit should be the EMEA version (RUTM***0) and provided DHL return documentation. However, the return shipment was not handled correctly by DHL/customs as a return for exchange. It became stuck at Swiss customs, was rejected, and is now being sent back to me.

To make matters worse, South African customs now appears to be treating the returning parcel as a new import again, with possible import duties being charged — even though this is still the same incorrect item being returned to me.

I am still without the correct router, the incorrect product is back in transit to me, and I am facing further customs costs due to failed return handling. I need DHL to resolve this properly under an RMA/returned-goods process.

0
Replies (5)
DHL Express
DHL Express's reply28 Apr 2026, 06:14
Official
Dear Markus

We appreciate your bringing this issue to our attention. 

Please accept our apologies for any inconvenience caused. We are committed to resolving the matter promptly and have already engaged the appropriate department. Rest assured, we are dedicated to providing you with our finest services at all times and will follow up today before 10:00. Please could you provide us with the waybill numbers linked to your query.

Kind Regards, 

Customer Care Team ZA | DHL Express ZA | DHL Express 

DHL International Pty Ltd t/a DHL Express

Waterfall Logistics Precinct, 

Pretoria Main Road, 

Waterfall City, 

Midrand, 2090 

Gauteng 

South Africa 

*** 

MF
Markus F's update28 Apr 2026, 07:53
Reviewer Update
Here all the waybill numbers for the same item:
I bought a router from VISION AUTOMATION as it was not available in South Africa.It was delivered by DHL waybill *** after I paid import duty/taxes.Unfortunately it was the incorrect item and it was logged to be returned to Switzerland for an exchange to the correct one.VISION AUTOMATION arranged for DHL to pick it up from my home - Waybill ***It got stuck in Switzerland and after several attempts from me, it was send back to sender (me...!)It now got stuck again in Johannesburg and import duty/tax is again required for the same item.... Waybill ***
MF
Markus F's update15 May 2026, 09:01
Reviewer Update
Initially I was contacted and kept in the loop of the package that must be returned to the seller! Unfortunately for the past 10 days there were no updates and no responses on my emails. I do not know where the package is and if I will ever receive the correct item from the supplier.
DHL Express
DHL Express's reply15 May 2026, 11:16
Official
 Good day Mr Markus,

Thank you for forwarding your concerns to us.

Please accept my sincere apologies regarding the lack of contact on this matter. The latest update indicates that the shipment at destination requires a clearer copy of the documents, as Customs has rejected the initial invoice due to poor quality.The agent in South Africa has been notified of the issue and is actively working to resolve it. I have also requested that the agent make direct contact with you to provide further details and assistance.

We sincerely apologise for the delays experienced, as this was never our intention. Please rest assured that we are making every effort to conclude this matter as soon as possible.

Thank you for your patience and understanding.
Customer Care team ZA 
DHL International Pty Ltd t/a DHL Express 
Waterfall Logistics Precinct
Pretoria Main Road
Waterfall City
Midrand, 2090
Gauteng
South Africa
***

MF
Markus F's update22 May 2026, 15:53
Reviewer Update
Although I was not contacted by DHL agent after 15 May, the correct item was delivered today!