drop DHL as a shipping courier

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530

drop DHL as a shipping courier

530 points posted to Service and Support by hrabak 06/01/07

I suggest that Dell drop DHL as their overnight shipping courier. I have been generally unsatisfied with their service to my workplace in the past, but this week was the icing on the cake. I'm very pleased with how Dell went above and beyond to resolve the situation, even refunding my shipping fee, but DHL's terrible service was unexplainable and inexcusable. This transaction has raised my opinion of Dell, but lowered my already low opinion of DHL. Though I would love to give Dell my business in the future, if it means waiting a week for an overnight package to arrive, I would consider shopping elsewhere, at least when I'm in a hurry. Please don't lose me (and others) as a customer because of another company's shoddy service!

scotty750 06/01/07	I deal with DHL on a daily basis to recieve parts from dell. the ONLY time parts don't arrive on time is either A: dell didn't get them on the truck in time, B: weather delays (which affect all carriers)
bar5rab 10/12/07	I agree. DHL is horrible. They seem to lose packages for days in there WACO hub, and the packages sit. I have always been happy with UPS, they are ALWAYS EARLY!
petzymathuram 10/13/07	A good quotable statement...."Please don't lose me (and others) as a customer because of another company's shoddy service! " Dell needs to have a tough follow up of all it's allied business services. . Check for "bribe" working and passing over to greedy hands...Well said hrabak..;)
oates 10/19/07	DHL is not performing, even our FedEx guy laughed when I said I was waiting on DHL to deliver my Dell product (which didn't come on time btw). We have dropped them in our line of business due to their lack of performance. Perhaps DHL does such a great job because the drivers can't seem to get off their personal cell phone calls in order to do their job, now THAT's customer service!!!!! DHL -aka- Don't Hurry the Lazy.
petzymathuram 10/19/07	Hi Oates- if you dont mind I have a doubt ...wht do you mean by "aka"....becoz akka means elder sister over here....;) what do you mean by aka over there?...;)
oates 10/20/07	aka = also known as.
petzymathuram 10/20/07	Thank you Oates....;)
sonicwind Jan 4	Agreed. I was going to create this request as well. DHL has bad service. Not just overnight, any service. Fedex is best as long as ground/home is not used (completely different operation from the non-ground/home service) and UPS is second, and preferable if ground shipment is used.
nr4ps Jan 6	My most recent purchase from Dell was shipped "next business day" but took a week to arrive. According to DHL's online tracking, it arrived overnight in a DHL facility about 30 miles from my home. Every morning, it reported that my package was with the delivery courier, but it was days before delivery. I made repeated phone calls to DHL, but they were of no help. Even when I was promised by a supervisor that it would be delivered that day, it didn't arrive. When I contacted Dell about the matter, the Dell representative called DHL and was told the delivery was delayed due to bad weather. The local weather had been perfectly clear all week. Now I have to trust them again with another system that's being mailed in for warranty repair. I would much rather see Dell use UPS. While my laptop was sitting in that DHL facility 30 miles away, I ordered a package from Amazon. It arrived via free super saver shipping (UPS ground) before my laptop did, despite DHL having a head start and nominally being a next-business-day service. If Dell allows this to continue, then I will seriously consider HP the next time I need to buy a computer.
curtis_rick Jan 9	I started to list my December DHL-Dell Fiasco and it was too long! Suffice it to say I had similar and worse experiences than those listed aove, on two machines I ordered in December. The third Dell I was purchasing in December, I canceled from my online cart and bought it at Wal-Mart and saved money and didn't lose anymore days of my vacation waiting on DHL to not deliver my packages, only to end up going to their local office and get it myself! When I was there at the local DHL facility, the waiting room was full of Dell customers (of the 3 times I had to go there totaling 180 miles of driving and gas, there were over 20 angry Dell customers trying to get their Christmas computers. Also interspersed were T-mobile customers trying to get their replacement cell phones.) Upon arriving back from my vacation I find that the high dollar ATI cable tuner I ordered with my XPS system had no remote control and it didn't function. I called Dell and a replacement was ordered, I begged it not be shipped DHL and told my story to the XPS customer care rep. I was issued a shipping label to return the defective unit and it was for UPS! Imagine that! When Dell wants their stuff back they trust UPS, when they ship what I PAY FOR, its DHL! Now this TV tuner, that is shipped overnight service is still showing DHL doesn't have it, yet it was shipped yesterday! I have been buying Dell computers since 16 MHZ 386 processors with math co-processors were bleeding edge tech...and I am done with them. When this tuner arrives I am boxing it all up and sending it back. Even taking the one back to Wal-Mart. Their usage of DHL despite my begging them not to and telling every rep my sad story is the last straw. They have let a shipper destroy their image and reputation and as such do not deserve my business. I can only hope DHL delivers it before my 21 days expires! I vote with my wallet...may Dell and DHL go down together. Hopefully HP or Maingear builds great machines and uses FedEx or UPS.
randdog Feb 29	I guess my experience was out of the the norm. I got free ground shipping and everything worked fine--mine was delivered this aft. 2/29/2008 1:21 pm Shipment delivered. Van Nuys, CA 7:53 am With delivery courier. Van Nuys, CA 7:46 am Arrived at DHL facility. Van Nuys, CA 5:41 am Depart Facility Riverside County Regional Hub, CA 2:20 am Transit through DHL facility Riverside County Regional Hub, CA 2/28/2008 10:25 pm Processed at DHL Location. Riverside County Regional Hub, CA 10:19 pm In transit. Riverside County Regional Hub, CA 2/26/2008 5:37 pm Depart Facility Wilmington, OH 1:13 pm Processed at DHL Location. Wilmington, OH 12:41 pm In transit. Wilmington, OH 2/25/2008 12:00 am Shipment Acknowledged Nashville, TN Picked Up by DHL.
rich5150 Apr 7	Merged Idea originally posted Jan 15 Do not use DHL for delivery DHL stands for "Delivery Has been LOST". Please after countless mis-ships, wrong deliveries, missing parts, PLEASE DO NOT USE DHL TO SHIP MY ITEMS! I WILL pay the extra money to use FEDEX or UPS
phubert Apr 7	Merged Comment originally posted Jan 15 I'm promoting for your PARTICIPATION, not for my agreement. I honestly don't know how many DELIVERIES have been from DHL... but, didn't UPS BUY DHL??? I do know Dell uses DHL for pick-up and we've had little problem with that... the success of the delivery seems to have been good, since Dell hasn't charged us for parts not returned. Sorry to hear you've been having problems! My problem has been more (lately) with how DELL addressed the package (right site, wrong name)... tho they are trying to deal with that issue (apparently somehow related to the potential # of contacts here - still sounds like database confusion to me)
fahdriyami Apr 7	Merged Comment originally posted Jan 15 lool...Deliery ha been Lost...nice one...im actually neutral on this topic since i dont use delivery i buy from the local dealer...
phubert Apr 7	Merged Comment originally posted Jan 15 When getting warranty/service contract replacement parts from Dell, that isn't an option...
phubert Apr 7	Merged Comment originally posted Jan 16 As I said, my -understanding- was that UPS _bought_ DHL... still, correct me if I'm wrong there! And, I've had bad experiences with FedX and good ones with UPS... so we DO have different experiences we relate to... I think a lot of it depends on the individual driver! (I've also had good experiences with FedX)
phubert Apr 7	Merged Comment originally posted Jan 16 I think a "Fix Delivery Issues" would be a better post than trying to tell Dell WHICH carrier to use! Why not re-post that way and describe the problems you encountered? (yes, I SHOULD have demoted)
phubert Apr 7	Merged Comment originally posted Jan 17 Welcome, citroentech. How long have you been around IdeaStorm?
phubert Apr 7	Merged Comment originally posted Jan 18 sorry, no doubt... have you not been around in awhile???
jordann Apr 7	Merged Comment originally posted Jan 19 Find a quality carrier (not UPS) and use it. I hear FedEx doesn't play football with packages.
fahdriyami Apr 7	Merged Comment originally posted Jan 19 i think FedEx is the best, i also heard that they charge more that DHL & UPS but i heard its top in the market.
phubert Apr 7	Merged Comment originally posted Jan 22 Well, I've commented elsewhere that I WATCHED a FedEx driver 'play football' with the 20" CRT he was delivering to me... the Styrofoam was SMASHED after he intentionally DROPPED the thing from the truck bed to the ground! ** I believe you will have good and bad experiences with just about any company you deal with.
phubert Apr 7	Merged Comment originally posted Jan 22 But, citroentech, have you been _commenting_ ... otherwise, we don't see that you're here, do we??
phubert Apr 7	Merged Comment originally posted Jan 23 Yes, we each follow our own experiences. I don't at all blame you, I'd say the same if such had happened to me!
fahdriyami Apr 7	Merged Comment originally posted Jan 23 Or you could make your local dealer do all the delivering for you, let them handle your stuff and make it their responsibility, i mean logically its supposed to be that way. Thats what i do from my local Dell Dealer, i order things and he gets them from Dubai or wherever is nearer.
zanlok Apr 7	Merged Comment originally posted Jan 29 Oferring a choice to FedEx might be nice.. but I have definitely had -occasional- bad experiences with any service. The problem then just becomes a warantee. Though I haven't had to do this personally, I've heard that FedEx is (fairly) cooperative for claims and such regarding damages.
khalme Apr 7	Merged Idea originally posted Feb 1 Use Alternative Private Carrier I think Dell should use an alternative carrier (such as UPS or Fedex) rather than DHL. I live in eastern Washington, and have always had difficulties with DHL. Especially now since our office moved out of town. DHL delivers to our post office rather than bringing the package to our door. All other carriers will deliver to us. Also, shipments with DHL generally take longer for me to receive. (i.e. my recent dell order was out with the delivery courier 3 days this week, but they didn't have time to deliver my packages or they thought the weather was too bad, but UPS still delivered packages to us.) Another idea would be to allow a buyer to choose which carrier to use without having to have a UPS or Fedex account and also be eligible for the free shipping.
tekhawk Apr 7	Merged Comment originally posted Feb 1 choice let people have a choice of the 3
zanlok Apr 7	Merged Comment originally posted Feb 1 DUPLICATE
zanlok Apr 7	Merged Comment originally posted Feb 1 not like roses - haha! good way to dodge the magically disappearing comment trick. this would be difficult to engineer - giving the customer the choice. AND (this is most important) the more packages Dell sends out through a particular shipper, the cheaper of a deal they can negotiate with said shipment company. as long as those savings are continued (even though it is probably smallish) to be passed along to the customer, I'm all for the current strategy.
eaglewonj Apr 7	Merged Comment originally posted Feb 1 Fedex it is then. I didn't mention it in the previous comment, but fedex hasn't lost or damaged anything on me. Haven't gotten as many fedex packages as UPS packages though.
zanlok Apr 7	Merged Comment originally posted Feb 1 it isn't that I don't agree about FedEx.. I've said this in other comments.. that's my choice.. but they should negotiate a way better deal.. the rates could seem horrendous to retail customers
sugarbear Apr 7	Merged Comment originally posted Feb 1 DHL is lousy in Arkansas also.
er0k Apr 7	Merged Idea originally posted Apr 4 Stop using DHL for shipping Every experience I've ever had with DHL has been a nightmare. Customer service is impossible to get a hold of, the majority of reps. are incompetent, and they never deliver when they say they will. Please please please stop giving business to DHL and use FedEx or UPS. Even USPS would be better than DHL!
cr Apr 7	Merged Comment originally posted Apr 4 I think they used to use UPS - and I remember that the boxes used to look like they'd been dragged behind the truck from Austin. I don't know that any of the services would be better - I think it's a "your mileage may vary" situation, as things have been much better for us with DHL than with the previous service.
daniel.versola Apr 7	Merged Comment originally posted Apr 4 I do remember when Dell used UPS. DHL is always on time at our location. We are out on the West Coast.
winoffice Apr 7	Merged Comment originally posted Apr 6 Based on my experience, I would rate the couriers from best to worst: 1. UPS. 2. FedEx. 3. DHL. 4. USPS.
zanlok Apr 8	True, except I've found FX to be #1 in a couple ways: popularity and performance. Though, they're not my first choice because of the price and because I tend to like the actual people wearing brown compared to the others.
zanlok Apr 8	P.S. For sending actual letters, USPS is still #1 for me. Too bad it is subsidized.
matthartley Apr 11	Still waiting for my notebook, based on what I have been hearing elsewhere about "lost" DHL merchandise being the norm, I am dumbfounded as to why Dell has not clued into to this business destroying practice??
matthartley Apr 11	Well it's official, DHL has lost my order - hey Dell, care to defend this choice in problematic shipping companies??????
fahdriyami Apr 24	seriously, everyone experiences shipping problems with all of the shipping companies, non of them are perfect, some concentrate on good customer service and some on On-Time deliveries...their all bad in my opinion, just make ur local dealer order the stuff for you and the rest is their responsibility, that way nobody has to go through any hastle...
phubert Apr 24	Agreed. We DO, however, tend to make our _next_ choice based on our _last_ experience. If we've had very little experience, but it's been bad... not statistically significant, but remains _personally_ significant.
n4aof Jun 6	A little over a month ago I bought a laptop from Dell. The laptop was assembled in Nashville TN and shipped to me in Louisville KY (if you don't know where those two cities are, I invite you to use any of the online map services). Dell of course shipped the laptop via DHL -- who turned a one day drive from Nashville to Louisville into a week-long odyssey while they bounced my laptop around two different facilities in Ohio and faked an "attempted delivery" before I finally got my laptop. After I complained loudly to both DHL and Dell, I received both email and telephone assurances from Dell that I could get future orders without having them shipped via DHL. In May, I ordered another Dell laptop and a mouse. Dell decided they would ship the mouse separately, with a projected ship date more than a week earlier than the laptop. The ship date for the mouse came -- and Dell "delayed" the shipment giving a new projected ship date a week later (but still earlier than the laptop). Today I checked the status on line and it said the order was "changed" (with no explanation of what was changed). The website gave a 800 number to call to find out what "changed" so I called the number. After wading through several layers of voice prompt menus I finally got someone in customer service (obviously overseas despite a fake American name) who first told me that the order was cancelled, not changed. Then told me that orders are never cancelled without notifying the customer; but that her system showed that my order was cancelled and did not show anything about anyone attempting to contact me. Her system also showed that my mouse had been cancelled for "incompatible configuration" meaning that the mouse I ordered (from Dell's website) was not compatible with the laptop I ordered (it was the mouse that Dell sells for this laptop when you order it online). After more than a half hour on the phone to get this much information, the girl offered to find the part number for the right mouse so I could reorder. Fifteen minutes later she had figured out that the part number for a wireless laptop mouse for a Dell Vostro laptop was the same number that they had just cancelled. She then transferred me to "Sales" for them to fix the problem. At Sales I got someone who finally admitted that the order for the mouse had been cancelled because the shipping instructions were "Not DHL" and that wasn't allowed. (Keep in mind that Dell had had the order for over a week, had delayed it once, and had now cancelled it - all without bothering to contact the customer; and all without also canceling the order for the laptop itself which was also listed the same way "Not DHL") I asked the Sales guy for his supervisor, so he transferred me to Dell's so-called Customer Care (not his supervisor), we went through the same nonsense all over again (now the third time) before the "Customer Care" lady passed me to her supervisor -- who assured me that no one could do anything about it because the computers are shipped by "Manufacturing" and "Customer Care" wasn't allowed to talk with Manufacturing. His best (HA!) idea was that he could annotate the order for Customer Care to keep track of the order and keep track of the shipment so they would know where my package was at all times. When I pointed out that this did not give them any control over the shipment he eventually admitted that it was really just the same tracking information that any customer would have available on the DHL website (the same way that I had watched my previous laptop bounced between two DHL facilities in Ohio and watched when DHL said that they had "attempted delivery" while we were home). By then I had been on the phone with Dell for one hour and twenty minutes and I had to leave for a meeting. The so-called "Customer Care" so-called "supervisor" was supposed to find out who had authority to do something and call me back -- of course he never did call back.
n4aof Jun 6	Try a little experiment. Go to Google (or any other search engine). Type in two key words, Dell and DHL. I suggest typing them in Google as +Dell +DHL which tells Google to only display reslts that include both words. Look through the hundreds of results and see if you can find more than two positive comments posted by anyone RECEIVING shipments via DHL. Lots of companies like to contract DHL for their shipping because DHL will give them a cut rate if they contract DHL to do all their shipping. The only customers that I have ever found who get good service receiving packages from DHL are commercial customers who have a regular (daily or nearly daily) DHL delivery. It appears that DHL is moderately competent at making regularly scheduled pickups and regularly scheduled deliveries, but they have major problems in both performance and attitude in dealing with individuals receiving single shipments. Remember, that so far as the shipping company is concerned, they see the shipper as their only customer, not the people who receive the shipments. You and I both know who really pays for the shipment, but so far as DHL is concerned it is Dell writing them the check -- and all Dell cares about is getting the cheapest contract shipping rate.

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