DHL / staff mistakes, system related failures & bad customer service
I have previously posted a complaint for DHL Latvia. It is now somewhat resolved, I believe in their opinion; but, I am extremely disappointed in their response. They did admit that there were some manual, system and online shortcomings in their Latvia office. But they completely failed to address the bad attitude and poor communication skills displayed during the resolution of the problem. It appears that simply refunding my money was good enough for them. Here is a summary of my final response to a representative of their management in Germany. A lot of people including myself have issues with DHL's lack of customer service. Simply perform a Google search and read the many posts.
If you believe we are being unfair to DHL, try searching for complaints against FED EX and I believe you will find many fewer complaints as compared with DHL. It was refreshing to receive DHL Latvia's Mr. Nordberg message admitting that there were some shortcomings in the manual and online system processes in Latvia... But, the attached letter from your associate Ms Signe Spandega, appears to completely ignore and does not address any of the human issues and bad attitude displayed by the Latvian DHL and the greater DHL staff.
Perhaps her not addressing these issues is an oversight? I can only assume and hope that she will send me a second letter on these issues. Lack of accepting responsibility for the bad attitude displayed by DHL, reinforces in my mind that DHL basically has no concern over a client's feeling and interests. Also, the issue with the customer care person in Brussels was not discussed. There is an old saying " where there is smoke, there may be a fire underneath"...
I believe all these complaints are an indication of a more serious problem and it would be a shame for DHL shareholders to ignore them! I point out several websites with information about listening to the customer and how valuable the information might be: http://www.inc.com/magazine/20060701/column-rodsky.html.
Last weekend, I had the pleasure to spend the day with the Chairman of the Board of a major USA Computer company. He shared with me his personal experiences with the importance of listening and speaking frankly with the customer. Some of this thoughts with you as well:
In my opinion, DHL has an opportunity to make a valued improvement in it's customer service and image. I trust you will not let this opportunity slip you by. With adverting costs so very high these days, the loss of a single client is worth a lot of money, won't you agree?
Regretfully now a lost client,
Mike Johnson, General Manager,
Patricia Tourist Office, Riga Latvia
...your friend in the Baltics!
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