So much for the quick reply and promises - DHL?
All hot air! We published our complaint and they came back quick as a flash with many apologies and an assurance they had the authority to pay our refunds immediately and process after the fact to retrieve their money back from a third party. Then the bomb dropped, they gave us the same staff who achieved NOTHING the first times, and you guessed it they achieved nothing on two of the refunds. Why because they are trying to clear them under the wrong headings with the wrong requirements and keep sending back their requirements again and again, forgetting there are different circumstances for different things. We are no further forward on those two and we could tear our hair out. They are stuck on on procedures that do NOT apply to our circumstances. I could scream so that all of Africa and Europe could hear. PLEASE could someone please explain to their staff the pages and rules do not apply to the these mini components which are NOT products so have no data sheets and no part number and are not covered by any published procedures. I asked for the staff member to hand over the files to his supervisor or someone higher up, has not happened - same old, same old. How do you explain the error of his thinking to someone who refuses to understand there is a difference and he should look further? Please help us. Please help. HELP> HELP
Thank you for contacting us.
Once again, I regret any inconvenience caused by this incident. We can assure you that Jed Michaletos, our DHL Express Managing Director personally reads all correspondence sent to the Straight to the Top executive customer care team and details of this correspondence is discussed amongst the Senior Management team at DHL Express to ensure we are focusing on continuous improvement areas within our business so that we can deliver on our promise of “Excellence. Simply Delivered.”
Your complaint has been received and being looked into. Please allow us sometime to find out exactly why this matter has not been resolved and what is being done to get the matter resolved.
I appreciate that this has not been a happy encounter with DHL Express, as we strive to offer a top quality service at all times. Incidents of this nature are not taken lightly and we appreciate feedback from our valued customers in order to improve on our services.
Please expect an update from us no later than 11H30 today.
Kind regards. Avery Visagie Customer Care Executive
Thank you for contacting us.
Once again, I regret any inconvenience caused by this incident. We can assure you that Jed Michaletos, our DHL Express Managing Director personally reads all correspondence sent to the Straight to the Top executive customer care team and details of this correspondence is discussed amongst the Senior Management team at DHL Express to ensure we are focusing on continuous improvement areas within our business so that we can deliver on our promise of “Excellence. Simply Delivered.”
Your complaint has been received and being looked into. Please allow us sometime to find out exactly why this matter has not been resolved and what is being done to get the matter resolved.
I appreciate that this has not been a happy encounter with DHL Express, as we strive to offer a top quality service at all times. Incidents of this nature are not taken lightly and we appreciate feedback from our valued customers in order to improve on our services.
Please expect an update from us no later than 11H30 today.
Kind regards. Avery Visagie Customer Care Executive