Problem with DHL claim

[John]

I've been using DHL for over 4 years and have a daily pickup at the office. I always use the online shipping tool to prepare my labels and there is not an option on the online form to request a signature. Last month I shipped a laptop via DHL ground and insured it for $599. I get a delivery notification but the receiver says it is nowhere to be found. DHL did not get a signature and according to the tracking information it was left at the front door. I call DHL to report a lost shipment and it takes them 4 days to get the original delivery driver to go back out and the driver said she put it in a plastic bag beside the garage. Eventually I see some notes that DHL made saying a signature is required for all deliveries in the receivers area since it is high crime, but this was only after I started the claim process. DHL then emails me the claim forms to fill out for a lost/damaged shipment. I provide a sales receipt showing the cost of the laptop and all of the other required paperwork and fax it back on Nov. 16th. Today I receive a letter saying they are denying the claim because they show the package was delivered. Now I am furious.........

The letter goes on to state that if I can get the receiver to send a signed statement that he never received the item, and I send proof that I have refunded his money they may reconsider the claim. Therefore there is still no guarantee that I will get my money back. I call to speak with the claim specialist and as usual they are not available so the CSR asks if she can help. Of course she can't do anything other than tell me everything I know and that a claim adjuster will call me back within 24 hours.

Today I notice a box on the left side of the online shipping form that says:

Important Updates
Need a signature on delivery?

You can order signature required labels from the order supplies page and apply the sticker to your package with the label. Supplies ordered online from DHL are free of charge.

Great, so now I have to add stickers to request a signature? Regardless that is an optional service and has nothing to do with insurance. What I don't understand is that I insured the package and DHL makes me go thru all of these hoops when they knew it was delivered from the beginning. Since the receiver paid me thru paypal I have until Dec. 20th until he files a dispute. Has anyone else had a bad experience with DHL claims? At this point it seems like a waste to insure packages.

 

[mrrman]

sounds like a joke to me, very unprofessional

 

[Codewiz]

So did they get a signature or not?

 

[John]

No they did not get a signature and they left it at the front door according to the tracking information. However the driver said she put it in a plastic bag beside the garage.

 

[FelixDeCat]

I feel your pain. I thought dealing with the multitude of UPS damage claims Ive had to deal with were a nightmare!! Ive had several damaged or lost packages.

Thanks for the headsup on DHL.

 

[FoBoT]

most companies are trying to weasel out of anything they can to save $
i don't think this is unique to DHL

good luck!

 

[Thorny]

I had a package that was overdue from DHL earlier this year. When the package wasn't on my porch when I got home I called them to check on it, and they had the package marked as delivered. They called the driver then called me back and he confirmed that he left it on my steps. An hour later I recieve a call from a guy 6 blocks from me saying that he had my package. The address was correct on the box, but the driver left at the correct house number on the wrong street. Of course, this was from Dell, who REQUIRES a signature on all thier packages, which was marked on the package. The driver left the package on this guys steps without even knocking, let alone getting a signature.

I can think of TWO high dollar purchases the DHL has lost, one which I had to retrieve myself, the other got "lost" on the wrong truck. Not only will I not ship DHL, I won't buy from anyone that does.

 

[John]

Once this claim finalizes I am going to stop using DHL and switch back to FedEx.

"Once you know, you FedEx"

 

[JEDIYoda]

U had ordered all thge parts including the case for my latest highend computer well low and behold i arrived at the house and checked online to see where it was at..low and behold it had been delivered...

I called and asked where was my computer since it had been delivered?

She said she didn`t know....to which I said I never signed for it!!
To which she said well Sir a sugnature wasn`t required.....
I about lost it rught then and there but no...I kept my cool...
I said si you mean anybody could have my computer parst and i am out all that money...

Needless to say......the driver had just up and left the computer on my neighbors doorstep 3 houses down....

So always make sure you ship stuff and pay extra if need be to make sure a sugnature is required..lol

 

[Evadman]

Wow, that's bull John. I wish you luck.

 

[ojai00]

I had this happen to me when I ordered a DVD player from Circuit City. If I remember correctly, it was shipped DHL and it was also left in front of my door and marked as delivered. When I get home and look around outside there's nothing there. I check with my neighbors and still nothing. Mind you, this is the projects we're talking about! I called DHL and bitched at them but they said a signature was also not required. However, Circuit City had no problem shipping me another DVD player.

 

[KK]

take them to small claims court.

 

[John]

I just got off the phone with the DHL claim examiner, and she said as long as I have the receiver fax a written statement that he did not receive the item that the claim will be processed instead of a "may consider". Since the item was sold on eBay I am reimbursed for the ending sale price plus the actual DHL shipping that I paid. I wonder how long it's going to take for me to receive the check.

 

[Exterous]

I have a stigma surrounding DHL since the first interaction with them I had was when they took over the shipping of our paychecks. Only half of the first shipment arrived - the direct deposit half. The ones with actual checks had gone missing. After two days they were found, but the box was ripped open (looks like it fell off a truck that was moving or something) with several checks missing and most of the others had chunks missing or were torn. Not a good first impression - you don't fvck with people's paychecks

 

[John]

Well I finally received the claim adjustment check from DHL so my doubts have been put to rest. I was able to refund my eBay buyer and he left me positive feedback since I always kept him in the loop.