I just stopped using DHL for my main shipping provider...
[*]It's not b/c they're slow. They aren't, they're actually faster with ground delivery than UPS or Fedex, especially coast to coast for me.
[*]It's not b/c I've had problems with delivery. They've shipped hundred of packages for me over the past two years with only two incidents which were both resolved rather quickly.
It all boils down to a billing issue which started when they began to merge their Airborne and DHL customer accounts into one.
I am set up for online billing with DHL. So I print out all of my labels, then every few weeks I get an online bill with a listing of my airbill nubmers, how much they charged me and then I pay it with credit card. This all worked quite well for well over a year. That was until they started merging the two systems. After merging, they started charging me at random $3 pickup fees for my packages (I take all of my packages to authorized drop centers, so I should not be charged a pickup fee). I could drop off 5 packages at an authorized DHL drop center, and they would charge me pickup fees for maybe 2. Then the next day, I could drop off 10 packages, and they would charge me a $3 pickup fee each for 6 of them. There was no rhyme or reason to their charges, it was just done at random.
So I called up DHL and talked to a CSR. They told me, "Ohh, we'll fix it, no problem." Weeks and weeks go by and nothing happens. So I call my DHL account representive and tell her what's going on. She sighs and says that I'm not the first one to mention the problem. She tells me that once they merged the two systems, they encountered all sort of problems. And the customers that had the MOST problems were the ones that had previous Airborne accounts (me being one of them). So she tells me to type up all of the airbill numbers affected and send them to her in an email and she was have them resolve the issue. I did so and within two weeks I had a check for nearly $100 worth of $3 pickup charges. I then asked her if I would have to do this EVERY time they charged me a pickup fee in error. She told me "Unfortunately, yes." She said that b/c I use online billing, there's no way for her to adjust it in the system and I have to contact THEM whenever there is an issue. Go figure!! I wonder how many people haven't even noticed the charges and just pay the bill.
Well, after I got my check, I got another invoice with 5 shipments listed. Two of them had the $3 pickup charge that wasn't supposed to be there. At that point I just said "Fvck You" and transferred all of my heavy shipping over to UPS. Works out better for me anyway b/c UPS integrates with eBay and PayPal and the rates aren't THAT much higher.
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