Wednesday, July 20, 2005

Customer service at its best, a.k.a., DON'T USE DHL

A popular consumer item was due to arrive at our house, delivered by DHL, but they had come by twice and no one was home. So I decide to trudge to their facility at 40th Street and 12th Avenue in NYC, miles (it seemed in the glowering heat) from the nearest subway stop.

For a few precious seconds, I held the item in my hands. But then I had to give it back to them. The problem: the package is addressed to my wife, not to me. Okay, different last names, I can understand that. But what about the fact that my driver's license shows that I have the same address? And that presumably I would have been allowed to sign for it at our house?

Not good enough? What about the fact that my health insurance card has both our names?

Not good enough either. I kept my temper, and trudged the long blocks back to the subway empty-handed.

UPDATE: My strong advice to all readers is DON'T, UNDER ANY CIRCUMSTANCES WHERE YOU HAVE A CHOICE, USE DHL. The supervisor at their whimsically named "Customer Service Department" promised me a home delivery of the item the next day. I had to be home specially for several hours when this was mildly inconvenient, but I figured why not to get things resolved.

Needless to say, the delivery did not come. Presumably it will sent back to the shipper, and the comedy will have to begin all over again.

I am trying to decide what "DHL" stands for. "DH" is pretty clearly "Don't Help," but what about the L?

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Stephen Cohen said...

Dan,
You may have missed the chance to make a "killing." You could have refused to return the package. Probably DHL would then have threatened you with arrest. If arrested, you could have sued DHL for false imprisonment and collected millions.
Tant pis (French for, more or less, so what?). Love your blog.

Daniel Shaviro said...

Thanks, Steve. I actually thought of taking the darned thing and running, but thought it would get too hair-raising. Hyperbolic discounting strikes again if you are right about the millions.

Jordan Kolar said...

Having run into my own problems with DHL, I'll finish your speculative acronym: DHL seems to mean "Don't Help Losers," which is the view DHL seems to take of its customers.

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