DHL Ecommerce/Thai Post

[Clickz123]

Hi guys, i have a package (key caps, usbc coil) that has been stuck in customs since the 17th of January. The shipper used DHL Ecommerce and when I called DHL E commerce Thailand they told me i'd have to wait a week or two and Thai post will ship it out. The more I read online the more I think 2 weeks is clearly abnormal and I was wondering if anyone knew who I should call. Should I just call DHL E commerce in BKK or is it better to call customs instead? I wanted to do something about it tmrw, just not sure how to go about it. I haven't received a call or email stating I need to pay for import either (which i do need to, package was about 210 USD). Also, just made this account today. if this is not the section to post this please move to correct thread. Thank you.. 

[ezzra]

DHL E commerce is the slower and cheaper version of the DHL we know ( i for one will never again use DHL, they're the worse company to deal with) anyway, you'll have to wait patiently until the wheels will move and the package will released to you, no use to call anybody...

[Eff1n2ret]

I'm not an expert, though I recently had 2 DHL shipments from the UK (books with bank and credit cards concealed inside), both delivered within a week of shipment, no apparent customs involvement. I think the deliveries were made by DHL agents. Have you not tried their tracking system to see where your shipment is? If it's already in the hands of Thai Post, that might explain the delay, the service round our way is dreadful to non-existent. You can only hope it will turn up eventually.

[Whale]

2 minutes ago, Eff1n2ret said:

no apparent customs involvement.

I also received from DHL recently and then got a 200 baht bill mailed to me by the customs department. 

[Eff1n2ret]

3 minutes ago, Whale said:

I also received from DHL recently and then got a 200 baht bill mailed to me by the customs department. 

Well, if they mailed me a bill I haven't received it. We've had nothing in our post box for 5 months. That's why I had to reorder bank cards and get them couriered from the UK, after several visits to the Post Office in search of the originals. They would pretend to go and look for them and come back "mai mee". Whether that's a result of criminality or just incompetence I have no idea.

[RayOday]

DHL can deliver good service and so should Thai Post EMS. I suggest you call DHL. The customer should not get bounced to specific divisions such as eCommerce or international express. There should be 1 point of human contact. Call DHL customer service. Do not allow yourself to be passed off to another division. If you don't get a solution that implies ownership by DHL then do not hang up. Demand to speak to a manager. Ask the managers name and contact number.  Tell the manager you will not accept being handed off and that they represent DHL. Ask them to aid you in getting the task done. Ask them if they feel they own getting you a solution. If they say they will follow up then be sure to ask when will they get back to you and be sure to provide the waybill number and your contact details. If they do not respond in the time they say then follow up and you can DM me for escalation assistance. I am currently retired and have worked in supply chain for over 35 years. I was actually on the UPS team that evaluated buying DHL and we declined due to compliance risk. I know parcel air, ocean, and ground freight processes. Those processes are designed to coordinate the flows of goods, information, and funds. It appears DHL has a service exception in your case and one manager should own getting it fixed. You are only responsible for the duty and taxes should there be a discrepancy if you already paid. Hold them accountable and take names and numbers. I have worked 25 years UPS, 7 years Menlo Worldwide (now XPO), 7 years UTi (now DSV), and consulting in Omnichannel fulfillment for DB Schenker. Lived in 8 countries and worked in over 85. I have experience with Kerry, Flash, and Thai Post. Contact me if you continue to hit what I call a circular unvirtuous process. You are looking for an answer that should be DHL's core competance. Hold them accountable. Best of luck.

 

[Clickz123]

42 minutes ago, ezzra said:

DHL E commerce is the slower and cheaper version of the DHL we know ( i for one will never again use DHL, they're the worse company to deal with) anyway, you'll have to wait patiently until the wheels will move and the package will released to you, no use to call anybody...

lol, i didn't know it was cheap version but i guess that makes sense. unfortunately the online store/merchant i bought from didn't give me any shipping options so that's unfortunate. thank you, this clears things up. 

[Clickz123]

36 minutes ago, Whale said:

I also received from DHL recently and then got a 200 baht bill mailed to me by the customs department. 

haha, that's unfortunate. 

[Clickz123]

24 minutes ago, RayOday said:

DHL can deliver good service and so should Thai Post EMS. I suggest you call DHL. The customer should not get bounced to specific divisions such as eCommerce or international express. There should be 1 point of human contact. Call DHL customer service. Do not allow yourself to be passed off to another division. If you don't get a solution that implies ownership by DHL then do not hang up. Demand to speak to a manager. Ask the managers name and contact number.  Tell the manager you will not accept being handed off and that they represent DHL. Ask them to aid you in getting the task done. Ask them if they feel they own getting you a solution. If they say they will follow up then be sure to ask when will they get back to you and be sure to provide the waybill number and your contact details. If they do not respond in the time they say then follow up and you can DM me for escalation assistance. I am currently retired and have worked in supply chain for over 35 years. I was actually on the UPS team that evaluated buying DHL and we declined due to compliance risk. I know parcel air, ocean, and ground freight processes. Those processes are designed to coordinate the flows of goods, information, and funds. It appears DHL has a service exception in your case and one manager should own getting it fixed. You are only responsible for the duty and taxes should there be a discrepancy if you already paid. Hold them accountable and take names and numbers. I have worked 25 years UPS, 7 years Menlo Worldwide (now XPO), 7 years UTi (now DSV), and consulting in Omnichannel fulfillment for DB Schenker. Lived in 8 countries and worked in over 85. I have experience with Kerry, Flash, and Thai Post. Contact me if you continue to hit what I call a circular unvirtuous process. You are looking for an answer that should be DHL's core competance. Hold them accountable. Best of luck.

 

Wow, thank you. I'll call tomorrow and see what I can do. 

[Clickz123]

45 minutes ago, Eff1n2ret said:

I'm not an expert, though I recently had 2 DHL shipments from the UK (books with bank and credit cards concealed inside), both delivered within a week of shipment, no apparent customs involvement. I think the deliveries were made by DHL agents. Have you not tried their tracking system to see where your shipment is? If it's already in the hands of Thai Post, that might explain the delay, the service round our way is dreadful to non-existent. You can only hope it will turn up eventually.

yes, it says on the tracking page that it got here on January, 17. tmrw will make it exactly 2 weeks, so i decided to make an account on here and just ask around for opinions/feedback. thanks. 

[itsari]

2 hours ago, ezzra said:

DHL E commerce is the slower and cheaper version of the DHL we know ( i for one will never again use DHL, they're the worse company to deal with) anyway, you'll have to wait patiently until the wheels will move and the package will released to you, no use to call anybody...

I personally have had 100 percent satisfaction with DHL . I also include Kerry with that comment .

Thai post on the other hand complete the opposite .