DHL "lost" a Dell laptop that I ordered for my sister back in August. Although I wasn't happy about the delay, the CSRs did give me very good service and shipped the replacement laptop from Dell to me via Overnight Shipping.

They need to work on their loss prevention, and it's ridiculous that your laptop got "lost" twice, but it didn't seem like you were mistreated by anyone at DHL (aside from the laptops being stolen).

sue needs to dispute the charge to dell with her credit card company. if dell has so many problems with dhl why are they using them?

wow, what a horrid story!

This means one thing... Avoid using DHL in Las Vegas!

Hey Meg, don't you mean Jobe? :) "Sue has the patience of Job."

Yea, I woulda' just did a chargeback and got a new one, but I can understand waiting because, hell, you'd have to go through the whole process. Next time, get a Macbook. Unless, you break, er the screen breaks by some mysterious way.

I'm just saying....

I think this definitely sucks for Sue but this is not a problem with DHL. It's a problem with thieving employees. This is not just something that happens with DHL, it happens everywhere of course because guess what? We don't pay enough for shipping to make sure their employees are all top notch and making a good living.

Working with Best Buy, we had a problem for about 6 months where about 20 high end items were stolen while in transit with UPS. It made it even more difficult as the thieves would open boxes and reseal them and then the other party would accept them. The other party was a major repair center and was receiving 100s of packages a day which made it difficult to track down. On Best Buy's end, we never found out what happened, just that the lost packages stopped. Obviously the thieving employee was either caught or left.

This unfortunately is the major problem with buying items online, especially high priced ones. The packaging is very easy to target and the shipping centers are huge with few employees transferring packages from here to there. Losses are to be expected, and multiple losses from the same shipping route are expected. If the guy sees Dell box and decides to steal it the first time, he is probably going to do it the second time too.

This is the only advantage to buying something from a store. Which, in my opinion, is why if you needed something so quickly (you stated that you needed it practically the day you received it). I really think you should have purchased something from a brick and mortar store. You buy things online when you don't need it immediately as delays are quite common from theft to just simple delays and stock. If you can't hold it in your hand before you buy it, you don't really have much of any guarantee when you will be able to hold it in your hand after you buy it.

@big keytee: No, it's Job, as in the Book of Job in the Old Testament.

Maybe computer manufacturers should use boxes sans their brand and logo printed on every side. A box the size of a laptop with a Dell logo is always gonna be a very inviting target...but on the other hand, a regular sized box with nothing on it might reduce the risk of it being stolen.

'Job' really is spelled J-o-b. He's a biblical figure - God tests him by having many tragedies come into his life, but Job maintains his faith. . .well it's a little more complicated than that of course, but that's where the saying 'patience of Job' comes from.

I'm really impressed with how many phone calls Sue made. That part alone would drive me batty. I've never had to deal with DHL, and it looks like I definitely won't be dealing with them any time soon.

I ordered a new Dell this summer, and got excellent service from DHL. They came back on the same day after they left a note saying that a signature was needed. In my area, UPS never would have done that. Fed-Ex perhaps. Sorry you had problems, and I wish you well.

Lovely. The DHL guy just picked up my Mac Book Pro for warranty work. They were supposed to be here between 8 and 5. I called at 6pm and the guy was here at 6:30. Apple says to get a signed receipt, although the guy said they don't do that. He walked back to his truck and found a McDonald's napkin, on which he wrote the date, his name and the tracking number.

Class operation.

@SBR249: Apple already does this (uses plain outer boxes when shipping). My MacBook Pro made it all the way from China and even sat on my doorstep for several hours, and no one knew what it was.

@big keytee: Jobe was the main character in the Lawnmower Man movies. I don't recall as he had a lot of patience.

@Phildawg:I think this definitely sucks for Sue but this is not a problem with DHL. It's a problem with thieving employees.

Help me out here - who HIRED the thieving employees and how is this NOT a DHL problem? Dell made the laptop, Dell shipped the laptop, and twice, twice, mind you, DHL has failed to make sure said laptop reached its destination. How is that NOT a DHL problem?

@BaysideWrestling: You can blame DHL all you want, but it's shipping industry wide that has the problem. It's not just a DHL problem, it's a FedEX problem, it's a UPS problem, it's a retail store delivery system problem, it's then entire SHIPPING INDUSTRY's problem.

Sure I'll give you this is DHL's fault, they are responsible for having a thieve. But I guarantee packages are stolen everywhere. You take a team of about 5-6 people, pay them a wage of 7-12 bucks an hour, leave them around high end merchandise and you don't expect this to get lost?

Actually I have an aunt who is high up the management ladder and shipper theft is their number one problem and they account for it quite well in their prices. They have decided the 3 main factors of shipping are currently where the people desire them: Cost of Shipping Service, Cost of Labor, and Expected Losses that Shipper will cover.

The figures are very similar for all shippers, except the USPS. This is because first, any violation at USPS is federal law with much harsher punishments, and the USPS also pays their employees considerably more verse all other competitors. The Big Three cry fowl on this all the time because they like to suggest that this is because the USPS is subsidized by the federal government, which of course is not true and a different conversation =)

I forgot to say that my aunt is high up the management ladder within UPS.

I personally have witnessed the issues from Best Buy side of things. I also have had a package stolen while in transit through FedEX.

Man, had the same kind of thing happen to me with DHL and Dell at christmas last year. Wife had got me an xbox 360. Disappeared from DHL a week before christmas. She cancelled it, told Dell and DHL to fight it out, we got one from Best Buy. Thieving bastards.

"He was the only decent customer service person I dealt with. He seemed generally sorry for my inconvenience." This guy has been stocking up on lap tops! That's probably why he was so sorry for your loss!!!

All my Dell packages come via UPS. If I really want to recieve my package I make sure its UPS. Once a FedEx truck "exploded", accourding to the CSR who I had to call to find out why my package hadn't arrived yet.

Sounds like someone helped themselves to an early Christmas bonus.

Congrats to the d-bag at DHL who stole them. He just stole two plastic containers of headache.

Many times I have had to deal with DHL and they have been the worst company I have ever had stuff shipped through. Many of the drivers are very unprofessional and sloppy looking. I also had very nasty customer service people to deal with. I now require my items to not be shipped by DHL. How they stay in business beats me.

I guess they are cheap!

We have actually had DHL drivers tell us that they don't want to deliver to my business--15 miles east of St. Louis. I have had 10:30am overnight packages take up to a week to arrive. We told all of our vendors that if they ship anything via DHL again, they will lose all of our business. My Dell laptop, shipped via DHL (Nashville to St. Louis) took 10 days to arrive. I should have specified overnight shipping...at least then I might have got it in a week :)

Just imagine if Apple used DHL...

DHL got me my MacBook Pro. I sent out a broken Powerbook G4 for a warranty repair. DHL picked it up at my office and about a week later, when I hadn't heard anything, I called for the status. The rep started to look it up and then ominously said I have to hold as she transferred me. The box was opened in transit and delivered empty.

Everyone at Apple was great and it sounded like it wasn't uncommon. The rep who I dealt with apologized profusely and said it would be a week to investigate and he called me back several times during the week to let me know they were still looking into it. At the end of the week, he confirmed it was gone and then apologized that he had to upgrade me to a MacBook Pro, because they were on backorder (they'd just come out) and it would be up to 2 weeks till I got it. Only took a week.

Apple doesn't seem to use DHL anymore.

Also, remember to backup, especialy if it is possible before sending in for repair. Saved my butt.

I just look at this and laugh, because it's all so common. A good friend of mine ordered a dell laptop, and while it was shipped quicker than expected - it somehow got lost in the delivery company's system.

In the land down under, Dell deliveries are handled by Shenker Logistics (The new name for BAX Global). Due to a massive foul up in their systems, the AWB's and shipping data for his package vanished from their system. Took them 9 days to fix the error and deliver the new laptop.

@C2D: Apple DOES use DHL, or at least they used to

I needed Apple to exchange my 23" Cinema Display (too many dead pixels!) and DHL came to pick it up

I was a little wary because they driver was totally unprofessional, wearing torn-up shorts and a ratty t-shirt. The only reason I gave him my display was that he was driving the DHL truck! Anyway, I call Apple 2 weeks later to check on the status, and guess what - they never got it!

After a bit of back-and-forth blame-game between Apple and DHL I escalated at both companies and finally found someone at Apple who took charge and fixed everything. Except my compulsion to buy a new mac every 1.5 years.

Always, always if you can arrange it to have your package arranged for depot pickup. ie. you go get it. This prevents third party theft due to 'at door' delivery. If insurance is an option get it too for high value items like laptops.

Years ago when I had a Gateway laptop, I had to ship it for repair via Airborne Express (that was Gateway's choice, not mine.) When it was due back, they lost it. I spent the next 2 hours after I found out on the phone between Gateway and AE, figuring out how to file a claim. I finally got the claim filed, and poof, there on my doorstep the next day by noon was my "lost" laptop.

WTF, did they think I wasn't going to file a claim? That I'd just write off the $2500?

Sounds like it's all DHL's fault, really. Dell is paying for someone at DHL's gain. If anything, I'd push DHL corporate, though Dell should probably try Fedex or UPS the next time around.

fedex in my town has a problem with "losing" packages.
when you call, they swear up and down that the driver dropped it off by the back door near the car port. which is hilarious since we have neither a back door nor a car port.

sometimes the packages show up a few days later, mysteriously tossed underneath one of the cars in our driveway, even though the cars weren't there the day the package was originally supposed to have been delivered and signed for.

usually by the time the package shows up, the replacement package has already arrived.

@jvette: So true about the unprofessionalism of DHL employees (at least their drivers). They are always below-par in their appearance and demeanor, and are the ones we always catch speeding through the neighborhood.

Forget using blank boxes.

I would use boxes like "GOATSE PIX"

I think you should go for courier pigeon from now on. LOL.

I would have gone "postal" by now. The famous "runaround" technique at it's best.

I work for a company who uses UPS to ship most of its laptops. So far UPS Ground has lost one last year and one this year. To top that off, a freight company (can't remember who) delivered us 6 empty Apple boxes. They were conveniently on the bottom of the stack. So its not just DHL.

is DHL the only way to get the laptop shipped to where he lives? If possible I would demand shipment with UPS, FedEx or USPS

According to my husband, all DHL trucks are owner-operated. That might explain the level of service differences.

@warf0x0r: Oddly enough, that might have been true, to a degree. I used to work for a student loan servicing company processing applications. A courier plane (might have been FedEx, I can't be certain, the company had contracts with all major couriers) crashed while carrying a metric ton of financial paperwork and loan contracts. The pilot wasn't seriously injured (bumps, bruises and shaken nerves) and neither was anyone on the ground. Here's where IMO it gets a little weird; instead of trying to go through all that crap and figure out what was whose, they (the company I used to work for) torched the cargo contents and sent out new forms/contracts. According to my then-supervisor, it was easier than trying to sort everything out and/or clean it to the point where it could be mailed. Might be a similar situation to your experience.

@Keter: You know, that makes a lot of sense. At my last job (in another part of the state) DHL was the courier that delivered our signage and paychecks from corporate. Never had a problem with not receiving a package from out corporate offices. Always showed up on time, often early. Courteous, neatly dressed drivers/delivery persons. However, I move back home and its been nothing but horror story after horror story with the DHL office here. My girlfriend's husband somehow broke his phone. Filed a claim with the insurance company. They sent out a new phone via DHL. Not only does it arrive a day late (with no explanation whatsoever as to why) but when she opened the box? The box had the box for the phone, but no phone. It was a nightmare and a half for them to get it replaced. Very similar experience to what my boyfriend's best friend went through to get his phone replaced and that was that was his company phone. I guess your experience really does depend on the owner-operator. Craziness.

I'm typing on my brand new DHL-delivered laptop. I was VERY nervous when I found out they used DHL as I've had nothing but bad experiences with them. I'm counting my blessings that this one arrived all right.

For the record, the delivery guy was driving a Penske rental van. It's not the first time I've seen DHL use stuff like that. What gives? Yellow vans too expensive?

The first problem is that it shipped DHL. I don't believe they have a competent employee anywhere.

The next step is to call DHL and let them know in no uncertain terms that either your laptop turns up or the Las Vegas PD gets a theft complaint.

I had two boxes from "ACI" go missing via DHL. Most of the drivers know that the "ACI" boxes are from "Apple Computer, Inc." (Even though Apple dropped "Computer" from their name, their boxes still say ACI.)

My favorite thing is that the driver claimed that he left it on my porch when there was no possible way he could have -- it had fresh wet paint that the driver did not know about. Seems he was never at the house on that day.

Unfortunately, I still see this driver on our route and I am expecting my MacBook back from Apple next week...

DHL stinks. I live in a secured apartment building. You have to be buzzed in. I was expecting delivery of an expensive laptop one day, tracking it on the DHL website, keeping an eye on the traffic outside to try and spot a truck, etc. Then the website says the laptop has been delivered. No buzz, no knock, no signature. I get ready to run to the lobby hoping nobody has stolen my laptop and find it sitting in the hallway outside my apartment door. Somehow the DHL driver got into the building without buzzing me, came up to the third floor, and, while I was inside waiting, decided not to knock and just left it laying on the floor where anyone could steal it.

DHL - Dumb Hired Labor

DHL had 'lost' a laptop I had ordered for my girlfriend last summer. Dell was willing to ship another one, but I didn't want it to come via DHL, so they sent it overnight via FedEx. On a separate note, I have seen DHL 'toss' business documents off at my door that were not supposed to be delivered without my signature.

I know DHL is not the best, but why is it that supervisors at so many of these companies don't even know the most basic information about business operations, like when the warehouse opens, when drivers stop delivering, and how to not make bogus promises to customers?

I've had plenty of problems with DHL as well. Mostly the package being "delivered" when in fact, no such thing occurred. However, the times it DID happen were with orders from thinkgeek.com and their customer service is GREAT, so I had virtually no problems getting replacements/credit.

However, I do think the DHL@Home option is terrible. It amounts to the consumer paying premium DHL shipping prices for USPS service (DHL picks up from shipper, brings to local USPS office, USPS delivers to consumer). A package I had delivered using this "service" cost me $8, but would only have costed around $2 if shipped using only USPS. To me that is negative value. In addition, you can only track the package while it is with DHL. No USPS tracking is available.

DHL did them a favor

My company used DHL in the 90's but dumped them after a series of laptops went missing. It's nothing new. The size, weight and origin of the package give away the contents.

We dropped them for FedEx and had many fewer disappearances. So I think DHL is part of the problem.

And here I was thinking I was the only one experiencing problems with DHL.

Why didn't the original blogger share the most updated DHL status of the packages? It sounds like to me that his shipment was "undeliverable" because his address was incorrect (no apartment number) and was returned back to DELL.

In order to change an incorrect address with DHL there is a $10 fee -from personal experience -(unless you are a good salesperson, and can get Customer Service to waive the fee). Sounds like this blogger was unaware that his address was incorrect until the 2nd delivery, and was too cheap to fork over the $10, and would rather escalate the call claiming his laptop was "lost".

However, on another note: if a Customer Service Representative promises someone will call you back at a specific time, they better do so. Sounds like a staffing issue or a training issue is prevelant for DHL Customer Service.

@Phildawg:

The subsidy is indirect, but it's there. Just try to open your own operation sending first class mail, and see how that goes for you.