I manage the SA office for a multinational organization that has a global agreement with DHL for shipment of international inventory. Whenever DHL are used for sending a shipment to SA - we know there will be a delay and no amount of pre-warning, trying to "walk-it-through" their system, etc. gets us our stuff any faster. On average it will take 3 - 4 weeks delivery from Europe to us with air freight!!! - this is not express service and we have an account!! - so there should be no reason for any delay. Similar delivery with competitors take 5 - 10 days maximum.
Have tried numerous times to make contact with DHL SA senior management to try and sort it out, to see what can be done from our side as well to support their processes so that we can get deliveries faster, but no avail. If I get past the call centre, the senior management is never available, or I get given a phone number that never gets answered or have to leave a message that never get returned.
I've tried from my side, but I now give up. When it becomes time for the global contract to be renewed, I will lobby very hard against renewal with DHL.
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