Unsavoury Customer Service

<p>References:</p> <p>a) Way bill number: ********** 573</p> <p>b) Case manager: Itumelang</p> <p>c) Core- Case managers: Alfred and Wendy</p> <p>d) Supervisor: Serbastian Nzula</p> <p>e) Manager: Mr. Singh</p> <p> </p> <p>Intro: With reference to the above details, DHL as a business and its representatives respectively are liable for poor customer service which ended up in a domino effect costs wise. Lack of attention to details, uns****ed work-force or whichever was the primary catalyst I have suffered a loss of R86150.00 due to the afore-mentioned reason caused by DHL.</p> <p>Sequence of events:</p> <p> </p> <p><br />On the 22/06/2017 – I spoke to Itumelang from DHL regarding my delayed delivery, of which he advised that the error was noted and made a promise that someone will call from his end and he will facilitate a speedy deliver for the following day (23/06/2017) of which I was happy with. The promise that someone will call me the same day YIELDED NOTHING, “Dololo person/s called me within reasonable hours”, I called again and to my disappointment I spoke to another agent that I cannot recall she magically passed the message to Itumelang. Few minutes later Itumelang called me, citing that something happened to my contacts (meaning he lost my contact details), very brief and direct I indicated the importance and urgency of the goods/commodity at large why it has to be delivered promptly before Saturday. He acknowledged it and made an explicit promise that I will get my good the following day.</p> <p> </p> <p><br />On the 23/06/2017 – I then spoke to the multitudes of the above mentioned individuals besides Mr. Singh. I made about 6 calls of which I stand corrected and nothing happened until Serbastian call back around late after-noon also citing that my case was only logged at 14:00 by Itumelang and I will only get my delivery on Monday (26/06/2017), I was furious if not mad, but Serbastian came to grips quickly that I was high with anger, he then promised that I will get my good the same day. ***on the 24/06/2017, I had a pre-arranged or rather pre-booked video/photo shoot and once again I did explain the costs involved in cancellation of such. He did what he did on the day but yielded NO desirable results on my end.</p> <p>On the 26/06/2017 – Nothing happened until I called again for Sebastian on Monday and he was clueless of what was happening at that time. Once again I requested for the manager because I already could tell that my delivery will never be taken seriously. Nonetheless Mr. Singh called accompanied with pre-mediated apologies which didnt help me in anyway. He and Serbastian once again made promises that they will call me the following day and guess what….NOTHING/Dololo call came to me as a follow up. </p> <p> </p> <p><br />Conclusion:</p> <p>Failure to deliver on any level can never constitute as a loss on my end, therefore DHL must pay me back the cost of cancellation including the cost of the calls made thereof. I am of the opinion that they is more than enough evidence of incompetence, poor service, lack of s****s and poor handling from DHL which ended up costing and delaying my photo/video shoot. It’s only fair, reasonable and good business practise to look back and reflect on such and rectify it by just paying my LOSS.</p> <p> </p> <p><br />Regards</p> <p> </p> <p><br />BhekaD</p>