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Audiophiles DO NOT USE DHL-READ MY NIGHTMARE

Just had a nightmare experience with DHL shipping a Wadia 16 from Richmond,Va to South Carolina. Yesterday, the driver came to pick it up and tried to turn his van around where it could not be turned around in a shared driveway, almost ran over my new heat pumps, ran over my neighbors drainage pipe, and then stormed off without picking up the package. I tried to stop him and could not. I called DHL and reported the driver. His manager came to pickup my package. His manager told me that the driver is a hothead sometimes. Great! It was scheduled for delivery today. I told the guy it was a CD player, delicate electronic instrument and the waybill also had that info. My buyer just called me told me that the Wadia 16 arrived and was completely totalled. They had dropped it on its side and broken all the connections on the back. The styrofoam was crushed into powder. I almost feel like they did this intentionally. When I called to report the problem I was told that unless I could produce a receipt that they would not pay the claim as I had it insured for $ 2K. She seemed amazed that a CD player could be worth $ 2K. The way she talked it could be months before I get my money back, if ever. I had thought that DHL was trying to take business from FedEx and UPS and was doing a good job. Obviously, I will never use them again. Also, lost the $ 125 I paid to have the unit shipped overnight and to insure it. This is my first experience like this and I am ticked!!! Beware of DHL. I can understand how accidents can happen but that is what the insurance is for. I just got a poor reception when I called to make a claim. Consider this experience when you decide on your shipper!!!!
etmerritt33
yioryos's avatar
yioryos
723 posts
 
Etmerritt33
I had bad experience with Fedex and UPS,but Fedex paid for the damage fairly easy,in my case anyway.But back in the summer UPS destroyed a set of TICE Powerblock/Titan that were delivered to me from Hawaii.To this day I haven't seen a penny.I gave them 48 pictures showing clearly the internal damage,I called the UPS store owner in Hawaii noumerous times,I send them a copy of the M.O I paid with for the purchase,packing and shipping of the Tice.I mean they packed the Tice themselves (UPS),and I paid for all that.They denied the claim saying that the units could of been broken to begin with,when you can see very clearly that they got broken during transit.Basically the transformers inside where torn apart from the chassis and all cords were cut and pulled away from the connections.I am still trying to recover my money.
Best of luck
George
ecruz
402 posts
 
I had a problem with a Fed Ex delivery. They busted up a pair of speakers. But I received full payment within 2 weeks and they shipped them back to the manufacture, to be repaired, for free. Although they did receive additional damage on the way to be fixed.
unclejeff
1,313 posts
 
I don't know if any company is better than another. I do drive my items to be shipped to a dispatch center. First, I always double-box the items. I always got for two-day service as I think that the less time they have it, the less chance of damage. I use Fedex and I keep records of all transactions, thinking that maybe they might be worth something when I plead my case.

Still, I have not photographed things sent in for service. This is a good idea.
etmerritt33 OP
36 posts
 
I put together an overkill package of documentation and sent that to DHL in Tempe this pm via USPS requiring a signature. I put a cover letter on it indicating that I will give them 21 days to pay me the $ 2K they owe me or I will go downtown and file a suit against them in small claims court. The 60 days they say the can take is BS in my book. They have not yet bothered to contact the buyer to examine the damage.

I have instructed the buyer to under no circumstances let DHL take the damaged player. I will likely drive down to SC next week and get it myself. I will take it to small claims court with me along with the rest of my package.

Any other suggestions please feel free..

DHL is in fact providing a new level of customer service in shipping as their TV ads tout but they don't tell you that the new level of service is actually worse than any of the competitors.

I still can not believe that the first DHL customer service rep I spoke with last Saturday after my buyer informed me of the damage, immediately took the position of arguing with me that no CD player could possibly cost $ 2K. Boy, did we ever go into the ditch after that remark!!!
unclejeff
1,313 posts
 
Careful with the anger. Other than a couple of phone conversations and a lot of speculation you really don't have much evil intent on their part. You are right in that they damaged your Cd player. Just tell them that you are the injured party. Your documentation is good. You will prevail. Yes, we certainly understand your feelings. Going to what you perceive is their level might make for more work on your part.

Just my 2 cents, which might be what my advise is worth.
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