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  • Hey all, just changed over the backend after 15 years I figured time to give it a bit of an update, its probably gonna be a bit weird for most of you and i am sure there is a few bugs to work out but it should kinda work the same as before... hopefully :)

Please don't use DHL

C

Colin Sheldon

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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.
 
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
 
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
 
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.
 
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.
 
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
 
Mike 'Fireman' Ross said:
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
Click to expand...

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

 
Hey Colin, same story here with DHL in Canada (Montreal). Took me 2 complete days of going around customs and DHL to finally get my package returned from RED repair. Here's my Tweet that day:
https://twitter.com/#!/frederic_ca/status/181824345272881152/photo/1

Hope this helps the case for RED not to use them anymore. Worst experience in a long time.
 
Glad to hear I'm not the only one DHL seems to hate!

Finally seem to have the paperwork sorted out and my side handle will hopefully be delivered tomorrow. Though warning to all - they still tried to hit me with a $10 "processing fee" for Canada customs, even though there was no customs work to be done. Since their error delayed my shipment by 4 days the agreed to waive the fee, but it sounds like they're going to try and hit everyone with that extra little hidden fee.

If you've had issues with DHL feel free to chime in! The more the merrier.
 
Final update - after 2 days of communicating with the DHL brokerage department they finally agreed that taxes did not have to be paid on warranty repair items and because of their error they would waive all the charges. They then sent an email on Wednesday instructing the shipping department to completely remove the COD charge and deliver the package ASAP.

Friday morning the delivery truck shows up and the package has a note on it saying that the full COD charge (GST + fees) must be paid on warranty repair items...

So while the driver waited I printed out the 3 pages of email correspondence that I had with the brokerage department and he let me take the package without paying anything. 5 days late, but hey, at least I got it =)
 
In my region in Norway DHL is the fastest and most efficient currier. They fly directly to my local airport, and they have always been 2-3 days faster than UPS or FedEX.
 
Same DHL problem in Austria/Europe.
First they told me they can't deliver because delivery guy cannot collect that big amount (customs duty). I told them it's a warranty repair. 3 phone calls and 2 mails later they finally got it, but ... they have to ensure that the serial number is the correct one.
The complete friday and monday (including the weekend) has passed - 3 more phone calls - and DHL was not able to take a look at the serial number (those guys who can read digits at DHL are called "OPS"). Tuesday May 1st is holiday, so Wednesday is the next chance ...
RED RMA is paying for a service call DHL Express, but not touching the package for at least 2 complete days isn't express at all! Taking money for express and delivering slow is fraud!
 
happily all my warranty returns to london has been managed via fedex, as well the delivery of my orders up to now... is it new that they have changed over to dhl ??? don't hope so...
good luck with your shipment... if i can help you out in the meantime with epic-x or scarlet-x gear let me know...

best, norbert
 
I've had terrible issues with UPS I don't even want to go into...
FedEx all the way for me.
 
Daniel Soderberg said:
I've had terrible issues with UPS I don't even want to go into...
FedEx all the way for me.
Click to expand...

Fedex, Im will start a thread about them. Ordered a cable for 3 weeks ago with next day delivery. I have not got it yet. They even made it vapor so I had to order a new one wich I hope come monday. They don't even want to ship it for free. Costumer care?

Also Fedex don't ship on weekends. DHL i like much more even thoe they have some issues.
 
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