Advice Please?! Dhl Express Damaged Expense Furniture, Dont Want To Take Responsibility!

[chriz777]

What should I do?

Short Story, I called DHL Express Samui (an official DHL store/reseller/sub-branch) to deliver my furniture to BKK.

Totally damaged, and nobody want to take responsibility!

I think the pictures speak for itself.

I include the before and after pics... of the damages....

-------PICS BEFORE----------

--------------"A FEW" PICS AFTER---------------

For MORE and all of the pics click link below... here

http://img535.imageshack.us/slideshow/webp...ddamaged003.jpg

DHL Samui as agreed, would handle everything, packing and shipping to BKK. But as you can see it is clearly at the least done very unprofessional (even looks like deliberately damaged).

(LONG STORY)

AFter I received the damaged furniture in bkk and was shocked.

While contacting DHL Samui, they didn't want me to talk to the boss (NIM) who i personally knew and did good jobs in the past before, shipping minor packages. They said she was in a meeting, then would call me back, when I called them back she was "out the office" and didn't bring a phone. The staff simply made excuses, and didn't want to take responsibility. It appears that she also trying to avoid contact? I can't go the their office as I'm in BKK at the moment.

I called DHL BKK, who seemed that they wanted to help and were initially helpful. They called me back, and let one of their Customer service handle my case and I showed him the pictures etc. He called their office in Samui. Now they also turn a blind eye saying uhhh they said it was a private service?! And that I would have to sort it out with them... Which I was trying today again and he ended up hanging up not taking responsibilty.

Now the office in Samui is claiming it was a private service not linked to DHL (altho on the receipt in description it says "DHL EXPRESS" as well as on their name-card) and I contacted DHL not some private service.

DHL office in Samui, changed their story when trying to claim for the damages, saying that it wasn't DHL Service and that they weren't in charge for packing/handling, and that I didn't insure it etc etc.

Altho it was verbally agreed (by phone, I have my brother as witness as he was present at that time) that they would handle everything "as is expected from an shipping company"... and his litteral words were it would be SAFE, guaranteed!

And even "IF" that were the case, why is the damaged so excessively damaged, does that give them the right?

Initially I signed up for a pick up truck with high roof for 8000 baht (this would all fit technically, confirmed by NIM the owner), but OHM (the dhl manager who was in charge and damaged my furniture) said that I NEEDED to get an 16.000 baht 6 wheel truck.... as this would be safe.

And "co-incidentally" there was one going to bkk that was in Surat-thani... (later I found out that I didn't had the whole truck -which I paid for-, but was shared with somebody else who most likely paid the for the full truck as well... hence most likely the reason why they took everything apart and damaged everything in the process, so it).

So I told him ok, fine, negotiated the price to 14.000 baht and waited... Since I was in bKK at that time, I let my younger sister (18) who was in samui open the door and give them the money and be there.

So they put the furniture from my house in Samui in smaller trucks first and stored it at DHL Samui office and loaded into the big truck.

IN short, DHL BKK doesn't want to take responsibility it seems, DHL Samui doesn't want to take responsibility... so what can i do?

Please put yourself in my shoes, I paid hard earned money for the furniture and took very good care of it.

Then I pay 14.000 baht (which is alot in my opinion) for them to transport it here, to get all new furniture (6 month's old) severly damaged. Things taken apart that not suppose to be taken apart...

I consider myself easy-going, I don't mind very minor damages during transport (that is expected), I don't mind that the truck was shared (so they can earn an extra buck), I don't mind them taking my furniture apart (if done carefully), and I don't mind that they didn't send any staff to help unload (which cost me in the end almost 1000baht to pay 7 security guards/maids at my condo to help bring it in and put it together)... however this makes me VERY UPSET, it seemed they made a sport of damaging my things, also I only used 1/3 of the truck as it was shared, so they had to make it small and forcefully/uncarefully put my stuff in there (as I could tell when the truck unloaded).

Help... please? What can I do? Can I sue them? Can I publish this story to the media? I think somebody should be held accountable for the damages done.

Sorry for my confused writings, maybe somebody can sum up what I wrote in a neater way??! I'm not an writer...

Edited March 30, 2010 by chriz777

[chriz777]

JUST A "FEW" PICTURES of the damages done.... (click link below for MORE PICTURES)

MORE PICTURES --- CLICK LINK ---

http://img535.imageshack.us/slideshow/webp...ddamaged003.jpg

Edited March 30, 2010 by chriz777

[neverdie]

chriz,

Mate, I don't know what to say to you except, if it were me, I would endeavour to find who is further up the food chain than those you've already dealt with. DHL is a very large organisation, every time I got a poor response or no response from them, I would kick it up another cog and find someone sitting further up.

I had a similar problem last year with Samsung and a completely different issue. In the end, I had Mr Samsung Thailand himself on the phone & he personally paid us a visit. The next day I had a courier on my front step with a check for a full refund (on a year old air con system) and an offer from Mr Samsung to keep the air con fitted for as long as it took me to find another system and have it fitted. I battled for a long time, with a lot of morons, all with the 'mai pben rai' attitude & in the end I got a result.

Im not sure what sort of value the furniture was, but what you describe isnt acceptable....period. Good luck.

[neverdie]

Click this link below for full pictures of the DAMAGES DONE...

http://img535.imageshack.us/slideshow/webp...ddamaged003.jpg

Dude, they've trashed your stuff.......it looks like it was moved by 'Somchai's budget removalist' in a fekking tuk tuk. Indeed they are @holes. Principle kicks in here too, they should of taken at least some care with your stuff. Did they drag it up to Bkk behind the truck?

Edited March 30, 2010 by neverdie

[neverdie]

I removed this post as the information I thought I had found, led nowhere.

It seems theres alot of people online complaining about service from this company.

Edited March 30, 2010 by neverdie

[Nio]

1. File a police report to get them off their arse to do something.

2. Get a lawyer and sue for damages and lawyers fee's so it won't cost you anything

3. Go higher up in DHL as this is not a Thai company and the local branches will fear the regional

DHL Asia Pacific, Regional Office (SG). 600 North Bridge Road,. #23-01 Parkview

Square. Singapore 188778. Phone: +65-6216-6216. Fax: +65-6216-6603 email: [email protected]

Show the regional office the photos and see where you get

Good luck

[chriz777]

I removed this post as the information I thought I had found, led nowhere.

It seems theres alot of people online complaining about service from this company.

thanks for the reply... some more pics below...

[chriz777]

1. File a police report to get them off their arse to do something.

2. Get a lawyer and sue for damages and lawyers fee's so it won't cost you anything

3. Go higher up in DHL as this is not a Thai company and the local branches will fear the regional

DHL Asia Pacific, Regional Office (SG). 600 North Bridge Road,. #23-01 Parkview

Square. Singapore 188778. Phone: +65-6216-6216. Fax: +65-6216-6603 email: [email protected]

Show the regional office the photos and see where you get

Good luck

Thanks for this information, this is useful, I will try to contact regional office and see where I get. I will try to contact BKK headoffice again tmr (giving it another try and warning them that I Will file a police report etc, and I will contact the regional office if I won't be heard)...

Here are some pics of the receipt - HOW CAN THIS BE A "PRIVATE SERVICE" when it clearly says DHL EXPRESS on description?

And even if they did it private as they "claim" aren't they then saying that they were cutting DHL out on a deal, by doing it private?! Shouldn't they be double punished, 1. for damaging my furniture, not doing proper job 2.cutting dhl out on a deal...

And principe/moral Q is does it give them the right (if done private -which is not the case- but an excuse for them to save DHL face) to do a bad job?!

Is that my fault? Nobody informed me, and I called DHL SAMUI, not some private local company... there a big SIGN at their office "DHL" and all is like that. How can BKK DHL head office believe them and let them continue their business as usual?!? hving seen the pics and the quality of one of their offices... and then let the customer hang to dry?!?

Edited March 30, 2010 by chriz777

[neverdie]

Every time you get a negative result, enquire to the next manager up the line.

Keep a diary, time date of call/contact and result.

Remain polite, being abusive or losing the plot on the phone wont achieve much.

Be persistent. When someone tells you they will call back, get them to stipulate a time frame for that phone call. A minute after that time, call them back. Stay on their case.

[noahvail]

Mate, this is a sorry situation that you should never have been in. DHL has almost never done right be me in the past. If they're the only company to do the work, I do it myself. And that's been half-way around the globe.

You've had quite good advice here, do follow through with it.

Hope you have a bit of a sense of humour about this. Remember the guy whose guitars were trashed by United AirLines? He did a youtube video with about 7,000,000 hits so far, called "United Breaks Guitars." Guess you could do a spin off with.."Because D.H.L. breaks guitars."

Hey, it worked for the United guy :-{

Sincerely, I hope you can get all of this straightened out to your satisfaction very soon!

[chriz777]

Thanks, I will try, this... thanks for the replies.

DHL bangkok (headoffice) assigned somebody on my case, so it seems hard to work up the ladder to another manager, I can try to ask tomorrow as no managers are available. I will keep insisting that this needs to be solved!

He said that they can't be held responsible as it wasn't DHL service?!? It seems like their just playing the blaming game. So who is in charge?! If DHL Samui operates in their DHL name they shouldn't be able to operate / continue if this is what they deliver (under who-ever name).

Every time you get a negative result, enquire to the next manager up the line.

Keep a diary, time date of call/contact and result.

Remain polite, being abusive or losing the plot on the phone wont achieve much.

Be persistent. When someone tells you they will call back, get them to stipulate a time frame for that phone call. A minute after that time, call them back. Stay on their case.

[connel707]

Thanks, I will try, this... thanks for the replies.

DHL bangkok (headoffice) assigned somebody on my case, so it seems hard to work up the ladder to another manager, I can try to ask tomorrow as no managers are available. I will keep insisting that this needs to be solved!

He said that they can't be held responsible as it wasn't DHL service?!? It seems like their just playing the blaming game. So who is in charge?! If DHL Samui operates in their DHL name they shouldn't be able to operate / continue if this is what they deliver (under who-ever name).

Every time you get a negative result, enquire to the next manager up the line.

Keep a diary, time date of call/contact and result.

Remain polite, being abusive or losing the plot on the phone wont achieve much.

Be persistent. When someone tells you they will call back, get them to stipulate a time frame for that phone call. A minute after that time, call them back. Stay on their case.

Buy an uzzi.....works first time.... Pass a Chang..!!

[tigerbalm]

Please don't quote me on this but i am sure DHL, Fed Ex and the likes can not or are not allowed to ship goods from one destination to another in Thailand they would be competing with the Thai post the likes of EMS.

I just took a look on the DHL website and could not find any where to ship any thing from one destination to another with in Thailand it's self. it seems all geared up to international services, some one please correct me if i am wrong ( i wont be offended)

Just a thought were you given a tracking number to enter on the DHl website?.

TB

[neverdie]

Hope you have a bit of a sense of humour about this. Remember the guy whose guitars were trashed by United AirLines? He did a youtube video with about 7,000,000 hits so far, called "United Breaks Guitars." Guess you could do a spin off with.."Because D.H.L. breaks guitars."

Try 8.3 million hits

[PhilHarries]

If DHL Singapore or even Stateside get to hear that they've done a private job behind the DHL front and covered by DHL paperwork they will very soon be ripped a new ar5ehole.

Next time you call them drop it in that this is their last chance to sort it out as your next call will be to Singapore and if that don't work you'll keep taking it higher until someone does take notice.

If it is true that DHL aren't supposed to do domestic shipping then they could be facing the wrath of the Thai Post office or EMS. Now they will fill their pants double quick.

[tigerbalm]

Please don't quote me on this but i am sure DHL, Fed Ex and the likes can not or are not allowed to ship goods from one destination to another in Thailand they would be competing with the Thai post the likes of EMS.

I just took a look on the DHL website and could not find any where to ship any thing from one destination to another with in Thailand it's self. it seems all geared up to international services, some one please correct me if i am wrong ( i wont be offended)

Just a thought were you given a tracking number to enter on the DHl website?.

TB

Just a follow up i looked at your invoice which says CASH SALE, no hint of an official DHL logo any where and the CASH SALE No 02074 quite a good little business on the side if you ask me.

I would try to contact some one high up in DHL out side of Thailand as well and explain your predicament, i would imagine it would be very difficult getting any sensible out come from this end.TB

[Crossy]

Sorry about your stuff, well and truly trashed

Looks like you bought service off Linehaul Service who are allegedly an authorised reseller for DHL, the only hint that this was supposedly a DHL service rather than a private hire off Linehaul is on the hand written receipt (which does not bear the DHL logo). Every time I've used DHL they have issued a pukka DHL receipt document (although I've not used a reseller I see no reason why they would not use the same paperwork).

Sadly I don't think DHL will do much about this (hope I'm wrong) apart from maybe revoke Linehaul's reseller licence.

[steppenwolf108]

DHL Thailand website shows the details of the Service Point in Samui http://www.dhl.co.th/publish/th/en/tools/dropoff.high.html

As you can see, the contacts details are the very same of the business card you have provided, therefore they are OFFICIAL SERVICE POINT.

DHL Thailand IS RESPONSIBLE 100% for your shipment.

My suggestion for you is to go with your paperwork + pictures and possibly also a lawyer to DHL Headoffice in Bangkok and get it sort it out immediately.

I did it in the past when made a shipment of 3 small pieces of wood for floors [10 cm long] from Thailand to Italy...paid the shipment, then DHL Italy start asking for 300 euros for Customs Formalities on 3 pieces of wood of zero commercial value.

Client refused to pay, I did refused to pay and DHL Italy held the samples. Business lost, as you can imagine.

Went straight to DHL Thailand with a lawyer and while they tried to blame DHL Italy, I kept singing "I don't care, it's DHL, period."

I ended up not paying for the shipment and got written apologies from CEO of DHL Thailand.

So, don't waste your time anymore on calls and go knock on their doors!

[Xonax]

If DHL uses a subcontractor, DHL will still be responsible to pay for damages according to the contract you have made with them. Could be stated on the official freight note. Normally the responsibility is limited and you would have to buy an insurance to cover the damage.

When that is said, DHL is not a specialized furniture transporter, and 14.000 Baht does far from cover payment of a full specialized furniture transport from Samui to BKK, so I guess that you and DHL have misunderstood each other. Again you will have to check the contract you have made with them (or should had made with them).

[Xonax]

After a closer look, it seems like you have contracted with Linehaul Service (Koh Samui) Co. Ltd. and not DHL Express, who Linehaul Service (among others) seems to be an agent for.

If you dont have a specific contract for the job, the freight document is your contract. If it does not mention anything about responsibility, you will have severe difficaulties prooving, that insurance was included in the agreed amount, unless you can get a copy of Linehaul Services general terms of transport.

[clip]

wow this looks to me like it was done intentionally!!! unbelievable

[Prudent_rabbit]

Vincent Yong is the man you need, a Singaporian, he is the COO (chief Operating Officer) of DHL out here or try Sam Loke who is the country manager, both names sourced off Linked in

[kuffki]

Mate sorry to see and hear about your problems.

I have dealt with DHL before and i do not have even 1 good word to say about them. I can suggest 2 options for you.

1. I actually have a mate who works for DHL Australia, i can send him email and ask on best way to deal with it

2.This is what i did, when i was doing business with them. Speaking to sales or low grade management is useless.

Call BKK and demand to speak with Area Manager. you can assured they will refuse to pass you on. I had to get very very rude to get his contact number and name.

After having met him in person, all was discussed and all my problems were fixed. For 2 weeks and everything started again.

So get on the phone, get the name and number for BKK Senior Management and demand full compensation.

Also let me know if you want i shoot email to my mate and seek his opinion on best to handle this.(PS. He may even be able to get all the contact info for the management internally)

[tonywebster]

The fact that you have a business card stating DHL and the fact that your receipt has DHL Express written on it means that you were dealing with DHL or an agent of DHL, either way DHL should be able to do something about this. If this company is not an agent of DHL then they should stop them using their name, this is worst case scenario for you as that means you will be left to battle the supposed agent an not DHL.

If they are acting for DHL then it is happy days for you. If you had no insurance though then that could be an issue, however I think you have leverage here. If the agent is saying they did this themselves without DHL then you can argue that DHL Express is written on the receipt an you were told you were using DHL, so you believed you were using DHL, so in my opinion DHL is responsible.

Either way here I think DHL will not be best pleased, threaten all sorts of bad publicity if you do not get a satisfactory resolution here, tell them you will report the matter to the police as the damage looks deliberate an not accidental, tell them you are prepared to employ a lawyer if you do not get satisfaction. Give them a time frame that they have to respond within. tell them your journalist friend is interested in the story.

But most important is the advice that you have already been given, stop dealing some monkey on the phone, get down to DHL and sit there until you see a senior manager, if you are not satisfied with the outcome contact the regional headquarters with all your evidence and the RECORDED conversation you have at the Bangkok office.

Nothing pisses me off more than people refusing to take responsibility for their actions, nail these bastards to the floor my friend.

[negreanu]

Have you got a DHL tracking number that works on their online tracking service?

If no then you have been scammed if yes DHL WILL pay for damages if you provide the correct airwaybill and documentation and pictures of damage.

However I think because you were dealing with a DHL reseller you assumed it was processed through DHL which is incorrect. Where is the DHL airwaybill reciept u have ?? Shipping resellers ship by many means not just DHL or UPS or FEDEX. You were sold a lie.

Sorry but looks like your onto a loser.

Bottom line is if you do not have the customer copy of the airway bill it WAS NOT sent by DHL whether the retailer is a DHL reseller or not. Scam.

Also DHL do not offer a express service for that kind of shipment to large and would have to go by DHL freight. Your items were not shipped by DHL express mate. The price should have given it away 14,000THB is WAY to cheap for a DHL shipment of that size. DHL shipment of that size at a rough value would be around 60-100k.

The reciept you got is not a DHL reciept. They are falsely using the DHL Express logo on their business card as marketing ploy. Look at his email it's a hotmail account. DHL employees's do not have a hotmail account on their business cards.

You will get absolutely zero compensation or assistance from DHL. The best you can hope for is compensation from the reseller although unlikely and DHL will investigate the company with the intent of perhaps removing their reseller status. DHL will 100% accept liability for shipments sent through the DHL network from a official reseller with the official DHL paperwork and insurance paperwork.

Edited March 31, 2010 by negreanu

[ralfbkk]

If DHL uses a subcontractor, DHL will still be responsible to pay for damages according to the contract you have made with them. Could be stated on the official freight note. Normally the responsibility is limited and you would have to buy an insurance to cover the damage.

When that is said, DHL is not a specialized furniture transporter, and 14.000 Baht does far from cover payment of a full specialized furniture transport from Samui to BKK, so I guess that you and DHL have misunderstood each other. Again you will have to check the contract you have made with them (or should had made with them).

I worked for DHL, incl. DHL Thailand, for many years and 1.) DHL is not the right carrier for these kinda moves, but what is done is done and since they quoted for it and carried out the service, some one would think you could hold them liable. However, the tricky part is that they appointed Line Haul Services Samui, which is a Franchise Partner. Line Haul Services is responsible for this mess as they carried out the service. In an argument DHL Express would push back the claim to their Franchise Partners and have them paying the bill.

1.) Have you had insurance on it?

2.) Did some one come over and made a survey?

3.) Was some one of DHL / Linehaul Services present when the boxes/goods were unpacked?

4.) Have you filed an official claim ? First thing you need to do

Working in this business for so many years I know the in - and outs of these large integrators and my experience is that they wont cough up directly. You can only push very hard with Linehaul Services.

Some one quoted, saying :

Vincent Yong is the man you need, a Singaporian, he is the COO (chief Operating Officer) of DHL out here or try Sam Loke who is the country manager, both names sourced off Linked in

This is simply not correct as Vincent is the guy working for DHL Global Forwarding which has nothing to do with the Express Setup. They only thing Express and Global Forwarding have together is the fact that they are united under the Deutsche Post Umbrella. Sam Loke belongs to the Express Folks.

You need to get ahold of the manager or owner of Linehaul and sort this out. Confront him with the DHL Express Franchise and asked him if royalties were paid accordingly and if he even is allowed to carry that name. If yes, then go a level up to the folks at DHL Express who

appoint these "agents".

A long road to go .......

[needforspeed]

DHL, fedex and others dont have a hand written cash reciept as on you picture, they have a proper invoice with all details from the sender and reciever even as a tracking number and copmpany details and colour logo.

You recieved a Micky mouse invoice with the same service, service is not been done by DHL, payment is not been done to DHL and no invoice or paperwork from DHL as well.

Only thing you whent to a shop who also provide service for DHL.

Good Luck to you.

[Jonathanpattaya]

This is appalling.

Did you sign any insurance ploicy when accepting the services of DHL?

[negreanu]

DHL, fedex and others dont have a hand written cash receipt as on you picture, they have a proper invoice with all details from the sender and reciever even as a tracking number and copmpany details and colour logo.

You recieved a Micky mouse invoice with the same service, service is not been done by DHL, payment is not been done to DHL and no invoice or paperwork from DHL as well.

Only thing you whent to a shop who also provide service for DHL.

Good Luck to you.

Agreed. It pays to keep your wits about you when dealing with ANY business in Thailand.

1. No DHL Receipt

2. Price (The price you paid ties in with I'll get Uncle Som Chai's pickup and drive it up there for a few baht no way near DHL price)

3. No Tracking number or airway/freight bill

4. No DHL representative for packing or unpacking

5. No insurance paperwork

It should have flagged the warning bells. I would stop concentrating your efforts with DHL because it will be a dead end and concentrate on the company itself which will also i think be a dead end.

Did you sign any insurance ploicy when accepting the services of DHL?

He did not accept the services of DHL, There was either miscommunication, scammed by the company reseller or the OP just asked to ship his stuff wrongly assuming that because he saw a DHL sign in the window that everything would go via DHL.

However the hand written DHL express on the reciept is just wrong - which points to a scam by the SAMUI COMPANY. NOT BY DHL they are a excellent company far superior to some of the others.

It is a shame to criticise DHL with this thread when in fact they have done nothing wrong and bring their name down. It's the rip off PERSON in the shop at the time or indeed the whole Samui company that should be being named and shamed not DHL.

DHL should be informed of this shippers practices and they will come down VERY VERY hard on them and remove their reseller status. They won't mess around when it's their corporate name at stake.

At NO time were you dealing with DHL Managers, Employees. The OP was dealing with Linehaul services staff. who happen to sell DHL products and probably fedex, ups, ems and thailand post products as well.

Edited March 31, 2010 by negreanu

[kuffki]

DHL, fedex and others dont have a hand written cash receipt as on you picture, they have a proper invoice with all details from the sender and reciever even as a tracking number and copmpany details and colour logo.

You recieved a Micky mouse invoice with the same service, service is not been done by DHL, payment is not been done to DHL and no invoice or paperwork from DHL as well.

Only thing you whent to a shop who also provide service for DHL.

Good Luck to you.

Agreed. It pays to keep your wits about you when dealing with ANY business in Thailand.

1. No DHL Receipt

2. Price (The price you paid ties in with I'll get Uncle Som Chai's pickup and drive it up there for a few baht no way near DHL price)

3. No Tracking number or airway/freight bill

4. No DHL representative for packing or unpacking

5. No insurance paperwork

It should have flagged the warning bells. I would stop concentrating your efforts with DHL because it will be a dead end and concentrate on the company itself which will also i think be a dead end.

Did you sign any insurance ploicy when accepting the services of DHL?

He did not accept the services of DHL, There was either miscommunication, scammed by the company reseller or the OP just asked to ship his stuff wrongly assuming that because he saw a DHL sign in the window that everything would go via DHL.

However the hand written DHL express on the reciept is just wrong - which points to a scam by the SAMUI COMPANY. NOT BY DHL they are a excellent company far superior to some of the others.

It is a shame to criticise DHL with this thread when in fact they have done nothing wrong and bring their name down. It's the rip off PERSON in the shop at the time or indeed the whole Samui company that should be being named and shamed not DHL.

DHL should be informed of this shippers practices and they will come down VERY VERY hard on them and remove their reseller status. They won't mess around when it's their corporate name at stake.

At NO time were you dealing with DHL Managers, Employees. The OP was dealing with Linehaul services staff. who happen to sell DHL products and probably fedex, ups, ems and thailand post products as well.

I am sorry but i do not agree with you at all.

If DHL had nothing to do with it, they would NOT be ignoring OP.

They would have told him to go after the other company and clarified that this has nothing to do with them.

I think the other company is their contractor and DHL is liable as this is under their license, but they are well aware that the contractor most likely will not pay out and they would have to. So in good old Thai fashion, they are not saying anything in hope that this will go away and they will not have to pay.

I am sure once OP will start to make waves-they will respond and pay out.

I would even suggest to OP to get a lawyer and write a letter of demand to DHL (letter will cost only 3000 baht), where is the damage is much more and worth the battle.

Edited March 31, 2010 by kuffki