Very Poor Communication - Including Telling Me Things that Were Not True.

<p>Ultimately, this group (I hesitate to use the word 'organization') is run by computers. If the job is within the software's ablility, the computer does the job. BUT if there is any issue, you the customer must do DHL's job for them. And, most importantly, they won't tell you that there is an issue because they don't know it themselves. Clueless.</p> <p>Here's the details of my experience-</p> <p>- the parcel arrived in Cape Town on Aug. 22;<br />- there was a problem with the shipper's documentation for Customs which<br />required further documentation from me;<br />- there was no communication from DHL for seven (7) days;<br />- no automated text messages concerning the issue were sent;<br />- during this time I sent a total of five Emails to DHL for which I received no response;<br />- only when I telephoned DHL was the problem identified and the additional documentation requested;<br />- even though this documentation was sent that same day, nothing was done to rectify the problem;<br />- after another unanswered Email (no out-of-office setting made) I made another telephone call the following day;<br />- a second service provider then requested the document from me (again) and progressed the issue to resolution within two hours.</p> <p>If they had done their job and communicated the issue to me when they should have, the problem would have been resolved that fast. Seven days before.</p> <p>My parcel was finally delivered nine (9) days after it had arrived in Cape Town. If it had not been for the fact that I, the customer, had followed up and continued to push for information and action from DHL, my parcel would still be sitting in the warehouse. I had to do DHL's job for them.</p> <p>When I asked for a refund, the Customer Service rep just denied it, saying the delay was due to Customs. When I pointed out the total lack of communication and unanswered Emails, she rep**** that she was out of the office for the next two weeks.</p> <p>My solution? Two words - 'Federal Express'.</p>