Worst appalling DHL customer service ever
<p>On 22 Nov, 7:30am, I visited DHL Rivonia branch to collect my passport as advised by the Consulate on 3 Nov that it would be available after 5 days. I did not have the DHL tracking number because I had not received the email. I was then advised by your female employee at reception to retrieve the tracking number on the US visa website but each time I attempted to retrieve the tracking number, the us visa website would take me to my incomplete visa application profile. For the past 2 weeks I had completely failed to track the status of my application because the appointment was not scheduled online. It was done telephonically.</p> <p>I was then told several times by the same employee that DHL Rivonia had my passport but I would not be assisted until I produced a tracking number. That DHL only assists clients with tracking numbers; that they have never dealt with anyone who could not retrieve a tracking number on the US website and that I had to figure out myself where I would get my tracking number. I was completely ignored for an hour and I then decided at 8:30 to visit the Consulate because I needed the passport for 3 business trips already scheduled for next week. I was advised by the Consulate that 1. the visa was issued on 4th and collected by DHL on the 5th; 2. That the Consulate does not issue tracking numbers but DHL does; 3.that DHL has an inventory of all the passports they have collected and they should be able give me my passport without a tracking number; 4. That I should lodge a formal complaint with the Consulate if DHL refused to issue my passport.</p> <p>I then had to go back to the same female employee who refused for an hour to issue my passport, and she insisted that it is not DHL’s business that I did not receive the tracking number by email, and that they only assist clients with tracking numbers. Another female employee concurred with her that DHL can only issue a passport when there is a tracking number. I do not know where on earth I was supposed to mysteriously generate it if it was not sent to me. I was finally given my passport at 9:30am (2hrs later) by the same employee who had blatantly refused to assist me.</p> <p>I have travelled the world for the past 20 years and I have never been exposed to an international company which is represented by people whose behavior and attitude towards clients is as though they are running their own ****a shop. Your service was beyond appalling. I felt I was dealing with a ****a shop owner who would not use common sense.</p> <p>I have had to check your values and I was stunned that you "strive to UNCOMPROMISINGLY deliver a customer-centric service with EXCELLENCE day in and day out." This is not what I experienced when I visited your branch. I was sent from pillar to post and told several times to my face I will not be given my passport unless I had a tracking number. If your mission is truly “Excellence, Simply Delivered,” then your employees need some training on your values as they have no clue how to LIVE your values on a daily basis. I will never use DHL and I hope I was the first and the last client to recieve such an appalling customer service. </p>
Dear Zandile,
I would like to apologise for the undoubted inconvenience and concern this incident has caused. I can personally assure you that DHL Express is taking all necessary steps to ensure that none of our clients ever receive such an experience.
We do appreciate the potential repercussions of incidents such as this and realise the disruption caused. This is not acceptable behavior as we pride ourselves in providing excellent service quality at all times. Although it will be of little solace to you at this point of time, please be assured that this matter has been drawn to the attention of the relevant management personnel who in turn will take corrective measures to alleviate re-occurrence of such incidents and he will also make contact with you directly.
Once again, I regret any inconvenience caused by this incident and I trust that all future consignments handled by DHL Express will meet with your service and quality expectations.
Regards,
Akhona Mvuza
Customer Care Executive Office
Dear Zandile,
I would like to apologise for the undoubted inconvenience and concern this incident has caused. I can personally assure you that DHL Express is taking all necessary steps to ensure that none of our clients ever receive such an experience.
We do appreciate the potential repercussions of incidents such as this and realise the disruption caused. This is not acceptable behavior as we pride ourselves in providing excellent service quality at all times. Although it will be of little solace to you at this point of time, please be assured that this matter has been drawn to the attention of the relevant management personnel who in turn will take corrective measures to alleviate re-occurrence of such incidents and he will also make contact with you directly.
Once again, I regret any inconvenience caused by this incident and I trust that all future consignments handled by DHL Express will meet with your service and quality expectations.
Regards,
Akhona Mvuza
Customer Care Executive Office
Dear Akhona
Thank you for feedback. It is appreciated.
I am aware that it is very common that employees at the bottom of the organisational chart do not understand that they are the face of the brand and they represent the entire organisation to clients. Therefore the entire reputation of the organisation rests on their shoulders as their decision/indecision could either make or break the entire brand.
It may be unfair that the DHL is painted with the brush of one individual who told me to figure out how I was going to get my passport without a tracking number, but that was the first time I have ever had to deal with DHL and thats the only first time experience I was offered. It would have been a pleasure to be told please come back after 5 hours while we look for it, than to be told we have what you are looking for, but you are not worth a DHL service without a tracking number.
Regards
Zandile
Dear Akhona
Thank you for feedback. It is appreciated.
I am aware that it is very common that employees at the bottom of the organisational chart do not understand that they are the face of the brand and they represent the entire organisation to clients. Therefore the entire reputation of the organisation rests on their shoulders as their decision/indecision could either make or break the entire brand.
It may be unfair that the DHL is painted with the brush of one individual who told me to figure out how I was going to get my passport without a tracking number, but that was the first time I have ever had to deal with DHL and thats the only first time experience I was offered. It would have been a pleasure to be told please come back after 5 hours while we look for it, than to be told we have what you are looking for, but you are not worth a DHL service without a tracking number.
Regards
Zandile