Formal Complaint to DHL International at 11h54, 13 August 2019
Here follows a complaint addressed to DHL Hong Kong on 12 August 2019 and another complaint I wanted to address to DHL Mauritius but have not on 13 August 11 h 52.
Sir/Madam,
I paid for DHL Service for the shipment of JD014600007114510588 a solar inverter of brand Eyen OPS 1012E. Waybill: [protected].
According to your tracking information
On Sunday, August 4, 2019
Shipment was picked up HONG KONG 22:51.
And on Wednesday, August 7, 2019
12 Customs status updated MAURITIUS 10:03
13 Clearance processing complete at MAURITIUS 12:37
14 Processed at MAURITIUS 13:04
15 Departed Facility in MAURITIUS 13:08.
It is worth pointing out that I have not been contacted IN WRITING by DHL at anytime to date regarding this shipment.
On Monday 5 August 2019, at 11:18, I received a call of duration 1 sec and, at 11:55, another call of duration 1 minute 56 secs from a DHL staff member and that he said that regarding shipment I had to pay Taxes, Duties and other fees. His Phone number: 637 8811.
I explained to him that a Solar Inverter is totally exempted and zero-rated in Mauritius and that I could not understand why DHL is charging me Taxes, Duties and other fees.
He said he took note of my points would clear the matter at once.
On Wednesday 7 August 2019, at 15:50, I received a PHONE CALL of duration 37 secs and, at 15:51, another call of duration 1 minute 42 secs from someone who said he had a packet to deliver on behalf of DHL. His Phone number: 5497 0405. I asked him if there was any payment to be made. He said the were Taxes, Duties and other fees. I told him I did not have sufficient funds at my place. He said he was taking parcel back to DHL office and that I would have to settle the matter with DHL Staff.
Now, it is a most deplorable that YOUR TRACKING INFORMATION on Wednesday, August 7, 2019 gives an INACCURATE, DISHONEST and FALSE information:
18 Recipient refused delivery MAURITIUS 15:55.
I, the Recipient never refused delivery. DHL did not properly handle Customs Clearance and DHL Staff member who called me on Monday 5 August did not make the necessary arrangements for the declaration of the solar inverter.
It is most PUZZLING that your tracking information makes no mention of Monday 5 August 2019 PHONE CALL by DHL Staff member.
It is also most DAMAGING that your tracking information FALLACIOUSLY REPORT the content of my PHONE CONVERSATION on Wednesday 7 August 2019 with the DHL Delivery member. Is that cover up?
And your company puts a further burden on me the client:
19 Shipment held - Available upon receipt of payment 18:12.
Please explain to me what payment DHL is claiming.
Is it payment for DHL failing to conduct its job properly?
Does DHL practice double invoicing, have hidden fees, engage in fraudulent practices?
I, the client, should be refunded and compensated for doing DHL Staff Job and having to suffer the harassment of explanation and hardship of what should have been a straightforward shipment.
Do I pay DHL for having so many difficulties in getting my item delivered or should I say: in not getting it delivered? Why is it such a hassle for me the client?
Is DHL a harassing, an abusing, a blaming and a shaming the client company?
I am most disappointed by DHL service. Is it DHL usual practice to turn a client into a make runner?
I have never experienced any difficulties with other companies which have taken care of the shipment of the same item (solar inverter) on two other occasions since the beginning of this year. On top of it their costs were cheaper. There were NO CHARGES (no taxes, duties and fees). ZERO rupees claimed. And their service was most pleasant and excellent.
I do not thank DHL for its most incorrect, troublesome and unprofessional dealings
Is VERBAL communication purposefully privileged over WRITTEN exchange to cover up malpractices?
Fraud and Abuse are punishable by law in Mauritius.
Sincerely,
Jean Laval Nagapen
On 12 August 2019,
I addressed the following Email the Mauritius Revenue Authority.
Sir/Madam,
I am informed by DHL that the MRA has charged Taxes, Duties, VAT and Clearing Fees in respect of DHL Waybill: [protected] - Solar Inverter for Jean Laval Nagapen.
Please find attached invoice for the solar inverter. Product landed in Mauritius on 7 August 2019.
According to MRA Document REF: INT 03/14 and MRA Import tariff 8501.32.10 Photovoltaic system, including photovoltaic generators are fully exempted and zero-rated.
Please confirm amount of Taxes, Duties, VAT and Clearing Fees charged by MRA in respect of DHL Waybill: [protected] - Solar Inverter for Jean Laval Nagapen.
Sincerely,
Jean Laval Nagapen
On 12 August 2019,
at 12:02
I have received the following Email from Mr Sateedanand Ramburuth of the MRA
Dear Sir,
Needful has already been done and the error rectified - kindly contact DHL for delivery of your consignment.
Thanking you in anticipation.
Kind regards
RAMBURUTH Sateedanand
Section Head
Airport Cargo Operations Section (ACOS)
Freight Forwarders Centre
PATS Building
Plaine-Magnien
Tel.: + [protected] ; +[protected]; Fax: + [protected]
Email: sateedanand.[protected]@mra.mu
On 12 August 2019,
I have replied to RAMBURUTH Sateedanand, Section Head, Airport Cargo Operations Section.
Thank you for your assistance.
For the record, I will not contact DHL. Maybe you could intervene.
Because I have been subject to verbal and written abuse from that company in the outcome of that issue.
My only hope is that the Solar Inverter is delivered in mint condition, free of any charge and with apologies, refund and compensation by DHL.
As a client, it is the VERY least I can expect.
As a client, I am not the one who should be doing the DHL Staff job, the DHL job.
Please note that as a result of the improper handling of the matter by DHL, that company itself has put on hold my shipment.
And it still is...
UNBELIEVABLE! Complete nonsense.
That's not OK with me.
What about the result of that issue on my person and my activities?
For the record, also note that verbal and written abuse are punishable by law in Mauritius.
From my point of view it is a case of fraudulent practice from DHL.
And that issue will be taken a step higher.
Sincerely,
Jean Laval Nagapen
On 12 August 2019,
at 13:00
I have received the following Email from Mr Sateedanand Ramburuth of the MRA
Dear Sir,
Well noted - I shall contact DHL and ensure that your consignment is duly delivered to you.
Dear Mr Beeharry,
Kindly follow up on issue and keep me posted.
Kind regards
RAMBURUTH Sateedanand
On 13 August 2019, I received an Email from
Pascaline ARAYO (DHL MU)
at 8 h 47
Dear Mr. Nagapen,
Thank you for your mail.
Kindly be informed that a request has been opened as per your below mail concerning your complaint.
My colleagues Ms. Diya/Mr. Javed, working on same shall revert back to you today at 11:30 am.
We remain at your disposal for any additional information you may require.
Kind regards,
Pascaline Arayo (Ms)
Customer Service Advisor
DHL (Mauritius) Ltd
Cnr Mgr Gonin & Sir Virgil Naz Streets
Port Louis
11328
MAURITIUS
Phone :+[protected]/+[protected]
Fax :+[protected]
pascaline.[protected]@dhl.com
On 13 August at 9 h 55,
I replied to
Pascaline Arayo (Ms)
Customer Service Advisor
I shall check your reply by Email at 11h30, this 13 August 2019.
Jean Laval Nagapen
On 13 August 2019.
I wanted to address an Email to
Pascaline Arayo (Ms)
DHL Customer Service Advisor
BUT CONSIDERED THAT IT WAS POINTLESS.
Here follows the complaint I wanted to forward:
13 August 2019.
From my point of view, the focus of DHL Mauritius is how to serve the customer the worst experience, the focus of DHL Mauritius is how to abuse the customer.
From what I have experienced from DHL Mauritius, its culture is insanely customer frauding centric.
DHL Mauritius attitude is game playing Heads it wins Tails the client lose.
Your Email at 8h47 on 13 August 2019 confirms the above.
Your are concerned with all but the Client. No mention is made about delivery of my shipment and property.
Your priority is a request that has been opened. What is the purpose of DHL Website and tracking information then? Printing erroneous information? Manipulating the client conversation?
What about my shipment (under your AUTHORITY since 4 August)?
Ooooppppsssss! Sorry. I should have asked that question. It is not DHL Mauritius concern nor its priority.
According to your Email, DHL supports that EXPRESS SHIPPING is making the client PAY and WAIT and "remain at his disposal for any additional information he may require".
I don't need additionnal information. Everything is on your website. You accused me of refusing shipment. I never refused shipment. DHL DID NOT DO ITS JOB PROPERLY AND WAS (AND STILL IS, since you havent change your position) TRYING TO FRAUD ME INTO PAYMENT OF CHARGES for which, as I told DHL Staff member on 5 August, a solar inverter is exempted.
I have had to intervene to get things right with the Mauritius Revenue Authority.
AM I REMUNERATED TO DO DHL JOB ?
It is puzzling that DHL cannot handle such a simple shipment from Hong Kong to Mauritius. And makes it such a hassle and burden on the client. Adding insult to injury : opens a request nine days later...
That is the service I have paid DHL for. It is 11h35, 13 August 2019, in Mauritius. No Email from DHL Mauritius. And FRAUDING being the intrinsic culture of DHL, isn't the latter looking for some way to make me the client to PAY for more fees? Instead of PROVIDING A PLEASANT SERVICE?
And Pascaline Arayo (Ms), Customer Service Advisor, is at too high a position in the company to take the delivery of my shipment in hand. She has delegated it to her colleagues Ms. Diya/Mr. Javed, who shall revert back to me.
I take good note of the DEVALUATING THE CLIENT ATTITUDE of DHL Mauritius.
I was right about the ABUSE being part of DHL Company Culture in my compalint addressed to Hong Kong. I have a second confirmation that it not only verbal, it is written too. It is DHL Mauritius Culture.
Is DHL Mauritius looking for a certified excellence award in client abusing, frauding, devaluating, manipulating, dominating, etc.? The TOP in Mauritius?
Jean Laval Nagapen
