Please don't use DHL

[Colin Sheldon]

I've had to send back a couple of items back to Red for RMA repair, and both times it has been sent using DHL. Sending stuff to Red is pretty painless... DHL delivery, however, is not. This is my story.

First Time:
Monday afternoon - delivery truck shows up. Package has a COD charge. I tell the delivery guy that it's warranty repair and there shouldn't be any charges. They tell me to call DHL. I try, but DHL is closed.
Tuesday morning - call DHL. Sure enough, all the paperwork is correct, the brokerage people just screwed up on the paperwork when they did the import. They tell me everything should be good and it will be delivered tomorrow.
Wednesday Morning - The package is still showing a COD charge on it from the brokerage firm so they refuse to send it out for delivery. Another call to the brokerage people
Thursday - Delivery guy shows up with the package and it still has a COD charge on it. I manage to convince the delivery guy that it's warranty return and he lets me take the package.

Second Time:
Monday afternoon - delivery truck shows up. Package has a COD charge. I tell the delivery guy that it's warranty repair and there shouldn't be any charges. He tells me to call DHL. They, again, are closed.
Tuesday Morning - call DHL, and yup all the paperwork is correct there shouldn't be any duty on the package. But they still want me to pay a $12 brokerage fee to calculate the taxes on a shipment that doesn't have any taxes and on which they screwed up the paperwork and delayed the delivery by at least two days.


Please Red, don't use DHL.

[Brent@RED]

Colin, we brought this to the attention of our logistics team. We are ceasing using DHL for Canadian shipments while we investigate this and a few other unacceptable occurrences.

Thanks, BC

[Colin Sheldon]

Thanks for the quick response Brent! Glad to hear you guys are looking into it.

Still waiting on the brokerage department to drop the COD charge, which means probably a Thursday or Friday delivery.


Colin

[Ted Parkes]

Hey Guys .. My Red deliveries to Canada have all come through Fed-X . I have had great service. On the first delivery they called for additional information and the guy stayed late to make sure my package would clear customs first thing the next morning.

[Dylan Macleod, CSC]

That is a bummer - just sent my side handle in for repair via DHL. Is it possible to raise this flag with DHL when you are shipping stuff back?

[Brent@RED]

We will do our best, yes.

BC

[Dylan Macleod, CSC]

We will do our best, yes.

BC

Thanks Brent!

[Ruff]

Exactly the same problems with DHL in New Zealand.

Red RMA was great... then DHL held the package for almost a month. Terrible communication and costly for business.

Fed Ex is great. UPS is great. The Red repair was great. DHL was so useless that I will never use them again.

[Mike 'Fireman' Ross]

Never had a problem with FedEx, big thumbs-up from me. Just don't switch to UPS, Brent. Those guys will drop-kick anything smaller than a pickup truck. I caught our regular UPS guy *throwing* a package to our front door from the bottom of the steps, since he was too lazy (or in too much of a hurry) to climb them.

Mike

[Scott Crawley]

Never had a problem with FedEx, big thumbs-up from me. Just don't switch to UPS, Brent. Those guys will drop-kick anything smaller than a pickup truck. I caught our regular UPS guy *throwing* a package to our front door from the bottom of the steps, since he was too lazy (or in too much of a hurry) to climb them.

Mike

Yes but that stuff happens with every service. The difference is in how they handle it.