Poor service delivery

<p>We have purchased electronic equipment from Canada and it was shipped through Fedex. From the initial communication with the local Fedex office we’ve made it clear that we needed the product customs cleared and delivered on an urgent basis.</p> <p>On Friday 26 August 2016 I was advised by Fedex (Lacean Freddy) that the item is customs stopped and SARS required “Descriptive literature on use and application”. The requested information was promptly supp****. For the rest of Friday afternoon I’ve tried to get hold of Lacean Freddy or his colleague Zoliswa Mokopu, in order to follow up on the situation with SARS, but I was unable to get hold of them as either I was cut of by Fedex’s PABX system, or no answer.</p> <p>By Monday 29 August I’ve finally made contact with Lacean Freddy and was advised that SARS requested a physical inspection and that it could only arranged on Tuesday 30 August. Again I’ve explained the urgency of the matter and between Lacean and his supervisor an earlier inspection was arranged.</p> <p>Tuesday 30 August I’ve received an amended ‘Voucher of Correction’ and an additional invoice for +- R 28 000, due to the ‘apparent incorrect tariff heading’ being used, with a message from Lacean Freddy “Should you wish to speak to me , kindly email me and I will call you back on my return from customs.” I was telephonically advised that our supplier used the incorrect tariff heading and therefore we are liable for additional duties, penalties etc.</p> <p>After further inspection it was clear that SARS / Customs’ is of a different opinion as ours, on the use of the item being imported and therefore it need to be disputed. I’ve explained to Lacean Freddy as well as his supervisor that we are not prepared to pay the duties, penalties, VAT etc., but are willing to pay a ‘Provisional Payment’, pending the dispute and in order to obtain customs release. Both were unaware that we can have an option to do that, which upon itself I found unprofessional. During the afternoon I was advised by Fedex, that a request to amend the VOC was submitted and they await a reply from SARS.</p> <p>Wednesday 31 August, tried to call, Lacean, his supervisor and other contacts in Fedex knowing about this issue and nobody was available to give me an update on the issue. I have since received a call from Fedex, informing me that they still await a reply from SARS.</p> <p>As I have experience in the import procedures and the different clearing houses, I’ve never seen such poor and unprofessional service from a clearing agent and or individual and I will definitely recommend their services nor use their services again.</p>