Friday, September 9, 2011

In this era, how does David fight a Goliath? DHL's f***ing s***ing services

We order some earrings from China. The manufacturer recommends DHL. We agree to pay for DHL's services. DHL makes a goof-up at Hong Kong (or so we are informed by DHL employees in India now).

Because of the goof-up, we have an excruciating time getting the consignment cleared. DHL simply abandons our consignment, meant to be delivered in Ahmedabad, at Mumbai. Asks us to handle the processes. We incur significant losses (considering the size of our business right now).

We lodge a complaint with DHL India. They admit the mistake. They admit that they failed to comply with government regulations applicable for such products. And they inform us as mentioned above. Importantly, after they admit the mistake, they say, "We can't do anything. We can't compensate for your losses. Please lodge your complaint with DHL Hong Kong!"

For a matter which had to handled between DHL Hong Kong and DHL India - part of the same company, same brand, why does a customer have mediate?

Wow! Look at the promises they make on their global website.

And after making these promises, they keep us in limbo for a good 1 month, reviewing our complaint and this and that. I've just started on my entrepreneurial journey. There is not much in saying that I am a small fish. And I really do not know how to fight these guys; they invoke this policy and that policy and what not.

I received the most musical reply a few minutes ago:
We would like to share with you that consequential losses are not covered under claims policy and our liability is limited.

I seem to be fighting a hydra-headed monster here. And I don't have any more appetite for platitudes.

The strategy seems simple here: first victimize, then make them run from pillar to post. Ensure that they give up their fight against victimization, so that victimization continues.