Comments on: DHL failure in usability http://damieng.com/blog/2008/08/26/dhl-failure-in-usability?utm_source=rss&utm_medium=rss&utm_campaign=dhl-failure-in-usability A .NET developer in silicon valley Sun, 25 Dec 2011 15:10:30 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Raoul Fazool http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-45837 Raoul Fazool Sat, 25 Jun 2011 17:37:20 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-45837 After no info, no advisories, no updates, no nothin', I have now been informed (only after inquiring) that my package is hopelessly lost somewhere between Munich, Germany and Tampa, Florida. No problem. That's only 4,987 miles. I'm totally disgusted. Next time I'll try Fedex; never again DHL. (Obscenities withheld) After no info, no advisories, no updates, no nothin’, I have now been informed (only after inquiring) that my package is hopelessly lost somewhere between Munich, Germany and Tampa, Florida. No problem. That’s only 4,987 miles. I’m totally disgusted. Next time I’ll try Fedex; never again DHL.

(Obscenities withheld)

]]> By: Raoul Fazool http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-45767 Raoul Fazool Mon, 20 Jun 2011 08:56:35 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-45767 It is now over a year since the last post on this site, and I can say that absolutely nothing has changed. I am at 36 days and counting, and my parcel is still "in transit to the destination country" (Germany to the US). I get parcels from Australia to Florida routinely in less than 10 days via Australia Post and the USPS. DHL is a joke. No wonder they tanked in the USA. Is Germany going "Third World" on us? It is now over a year since the last post on this site, and I can say that absolutely nothing has changed. I am at 36 days and counting, and my parcel is still “in transit to the destination country” (Germany to the US). I get parcels from Australia to Florida routinely in less than 10 days via Australia Post and the USPS. DHL is a joke. No wonder they tanked in the USA. Is Germany going “Third
World” on us?

]]> By: Alex http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-41240 Alex Wed, 28 Apr 2010 17:54:58 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-41240 We regulary ship our products (wigs) using Deutsche Post/DHL as well. They ain't as bad as it might seem after all those comments. Just insert the tracking number you received into the tracking tool of Canada Post (or your local post operator, wherever you are), it'll show you where your item is currently. It may not be as sophisticated as tracking with Fedex or UPS, but international postal transport is anything but slow and transports goods for a fraction of the cost of said competitors. We regulary ship our products (wigs) using Deutsche Post/DHL as well. They ain’t as bad as it might seem after all those comments. Just insert the tracking number you received into the tracking tool of Canada Post (or your local post operator, wherever you are), it’ll show you where your item is currently. It may not be as sophisticated as tracking with Fedex or UPS, but international postal transport is anything but slow and transports goods for a fraction of the cost of said competitors.

]]> By: Garten http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-11321 Garten Fri, 20 Feb 2009 20:18:02 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-11321 We have had problems with DHL for quite a while. Hence, we switched to the Swiss Post Office for delivering all packages and letters to clients (usually hospitals or doctors) in Switzerland. Main reason for this switch of logistics providers is that DHL’s customer service is just poor. I cannot imagine how Hard Rock Café can be satisfied … I wonder. Besides the problems you describe on top of all that comes that they are unfriendly, uncooperative etc. And yes, we do quite a bit of shipping from our warehouse here so when we switched they tried hard to prevent us from doing so. However, we had had enough and are much happier now with what we get from the Swiss Post Office while the value/money ratio works for us. Unfortunately, due to corporate policy we still have to use DHL when shipping to and from Germany. The problems here are the same, a money for value ratio that is unsatisfactory from our end. We have had problems with DHL for quite a while. Hence, we switched to the Swiss Post Office for delivering all packages and letters to clients (usually hospitals or doctors) in Switzerland.

Main reason for this switch of logistics providers is that DHL’s customer service is just poor. I cannot imagine how Hard Rock Café can be satisfied … I wonder.

Besides the problems you describe on top of all that comes that they are unfriendly, uncooperative etc.

And yes, we do quite a bit of shipping from our warehouse here so when we switched they tried hard to prevent us from doing so. However, we had had enough and are much happier now with what we get from the Swiss Post Office while the value/money ratio works for us.

Unfortunately, due to corporate policy we still have to use DHL when shipping to and from Germany. The problems here are the same, a money for value ratio that is unsatisfactory from our end.

]]> By: kathy http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-10557 kathy Wed, 10 Dec 2008 10:02:36 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-10557 I am experiencing the exact same issue with DHL. I ordered 2 items from Germany on 27 Nov. and here it is 11 Dec. Can track it but their website tracking system hasn't been updated since 27 Nov. I also tried to call but that was impossible since the phone number is only accessible in Germany (I am in U.S.). I went to DHL customer service, got no where with them, she didn't know how to help me, just said 10 to 15 BUSINESS days for shipment. I then found a website for DHL where they had online chat help. He was suppose to find out and get back to me, that was 2 DAYS AGO. Gee....and we wonder why DHL is having financial problems???? I am experiencing the exact same issue with DHL. I ordered 2 items from Germany on 27 Nov. and here it is 11 Dec. Can track it but their website tracking system hasn’t been updated since 27 Nov. I also tried to call but that was impossible since the phone number is only accessible in Germany (I am in U.S.). I went to DHL customer service, got no where with them, she didn’t know how to help me, just said 10 to 15 BUSINESS days for shipment. I then found a website for DHL where they had online chat help. He was suppose to find out and get back to me, that was 2 DAYS AGO. Gee….and we wonder why DHL is having financial problems????

]]> By: Damien Guard http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-10221 Damien Guard Sat, 15 Nov 2008 03:51:47 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-10221 @Stoked The usability of their website, the fact the different offices use different tracking systems and show telephone numbers you can't call are nothing to do with a bad day - they are infrastructure issues anyone in this position is going to encounter. [)amien @Stoked The usability of their website, the fact the different offices use different tracking systems and show telephone numbers you can’t call are nothing to do with a bad day – they are infrastructure issues anyone in this position is going to encounter.

[)amien

]]> By: Stoked http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-10185 Stoked Fri, 14 Nov 2008 09:27:25 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-10185 I order a lot of stuff from over seas and use both Fedex and DHL. Of the two I find DHL to be faster, more reliable and with a much better tracking system. Sounds like you were just unlucky or caught DHL on a bad day. Stoked <a href="http://www.DHL.com/" rel="nofollow">DHL</a> I order a lot of stuff from over seas and use both Fedex and DHL. Of the two I find DHL to be faster, more reliable and with a much better tracking system.

Sounds like you were just unlucky or caught DHL on a bad day.

Stoked
DHL

]]> By: Billigflüge http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-9894 Billigflüge Wed, 29 Oct 2008 16:06:26 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-9894 Well Dami, as a German I feel a little ashamed^^ That´s really creepy work presented by DHL, but I wouldn't go so far and claim the disability of DHL as a lack of usability-view. It´s just idiotic! Numbers you can´t call^^ LOL, that's funny! The whole story is funny, sorry:D Damn, has it to be a German company? I'd rather expect something like this from a russian company^^ Well Dami, as a German I feel a little ashamed^^
That´s really creepy work presented by DHL, but I wouldn’t go so far and claim the disability of DHL as a lack of usability-view. It´s just idiotic! Numbers you can´t call^^ LOL, that’s funny! The whole story is funny, sorry:D Damn, has it to be a German company? I’d rather expect something like this from a russian company^^

]]> By: GConn http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-9890 GConn Wed, 29 Oct 2008 11:04:25 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-9890 I had pretty much the same experience and followed the same irritating steps you did. The seller send the package on 2nd October and it arrived in Cyprus on 27th Oct. They caused big problems to me. The web page gives no attention to their international customers, neither does the telephone service. The 'menu' in the telephone lines are only available in their language. Their complaint form was onlyul available in their language. I tend to call this racism. They want my money but they don't want to help me out... HOWEVER, this is what might be useful for someone else that will need help in the future: 1) DHL is the government post office in Germany. The service they provide comes nowhere near DHL express as we know it outside Germany. They are completely separate services. 2) DHL issues tracking numbers as a 12digit number. All other post offices in the world issue 2 letters followed by 9 number and another 2 letters. The last letters will be DE if it's coming from Germany. (for example CL123456789DE). What you CAN do is call to +4918053452255 press 3 and again 3. Then ask the operator to give you the corresponding "bar code" for the 12 digit number you have. 3) Then call your local post office (NOT local DHL offices, they have nothing to do with it...) and give them the new tracking number you got. Now they'll be able to help you. I had pretty much the same experience and followed the same irritating steps you did. The seller send the package on 2nd October and it arrived in Cyprus on 27th Oct. They caused big problems to me.

The web page gives no attention to their international customers, neither does the telephone service. The ‘menu’ in the telephone lines are only available in their language. Their complaint form was onlyul available in their language. I tend to call this racism. They want my money but they don’t want to help me out…

HOWEVER, this is what might be useful for someone else that will need help in the future:

1) DHL is the government post office in Germany. The service they provide comes nowhere near DHL express as we know it outside Germany. They are completely separate services.

2) DHL issues tracking numbers as a 12digit number. All other post offices in the world issue 2 letters followed by 9 number and another 2 letters. The last letters will be DE if it’s coming from Germany. (for example CL123456789DE). What you CAN do is call to +4918053452255 press 3 and again 3. Then ask the operator to give you the corresponding “bar code” for the 12 digit number you have.

3) Then call your local post office (NOT local DHL offices, they have nothing to do with it…) and give them the new tracking number you got. Now they’ll be able to help you.

]]> By: Helen http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-9567 Helen Thu, 02 Oct 2008 12:59:44 +0000 http://damieng.com/blog/2008/08/26/dhl-failure-in-usability#comment-9567 Exactly the same situation with me. Two parcels ordered from Germany. Asked them to ship it to my post office box. No, they have to ship via DHL to a street address. Guess what. I was out briefly and found delivery notices from - you guessed it - Canada Post. I now have to go and retrieve the heavy packages from a local p.o. attached to a pharmacy where parking is impossible. Helen Exactly the same situation with me. Two parcels ordered from Germany. Asked them to ship it to my post office box. No, they have to ship via DHL to a street address. Guess what. I was out briefly and found delivery notices from – you guessed it – Canada Post. I now have to go and retrieve the heavy packages from a local p.o. attached to a pharmacy where parking is impossible.

Helen

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