"I am incredibly disappointed about Mr .........s parcel, delayed again for no apparent reason. Can DHL organise a same day delivery? My customer is leaving the country tomorrow for four weeks and has been waiting for this for over three. He is fuming, as you can imagine. The BBC Watchdog are interested in doing a feature about this and interviewing all the people at DHL involved in the process of getting this package to the recipient. Thanks."
...and that paragraph, my friends, did the trick! I copied it to every conceivable DHL email address I could think of, including the dept managers, and of course a fake copy to Watchdog... and by the end of the day the parcels were miraculously found (bar one which was returned to sender), and even better still delivered.
They pushed me to the edge, DHL... but eventually the parcels were delivered. All is not totally happy though because I have still potentially lost some good customers, as well as all the money and not to mention time and energy spent sorting out the whole matter, and free products sent too. So I urge you people, DONT USE DHL if you want to stay in business!! It's not the small things that bring down an empire, it can be as simple as running out of thread (or in our case our logistics partner letting us down).
I'm a philisophical kind of a person, and I do believe that life brings us challenges for a reason. So I will now spend the next days trying to figure out what this challenge has done to enrichen my life ?!? Maybe it has made me more aware of customer service? Maybe it has made me appreciate the good service I enjoyed in the past?
I'll figure it out and let you know.
Until tomorrows exciting update,
and peace <...deep breath>