[Resolved]  DTDC India — Consignment Missing

Address:

Cachar, Assam

This is regarding deffiency of service on part of DTDC in delivering a consignment as promised in their Service Level agreement. Details are in the mail trail that I sent to the DTDC head office. I can be contacted at [protected]@hsbc.co.in or [protected].

Letter sent to the DTDC Head Office

This is regarding the a misplaced consignment (number - V[protected]. The consignment was booked on 15/07/2010 from Silchar, Shillongpatty office for Pune through DTDC Plus. The consignment was supposed to reach Pune on 19/07/2010 or latest by 20/07/2010. However, it has not been delivered till today i.e. 21/07/2010. When I tried to track the consignment through your consignment tracker, this is what I get: (attached)

When I contacted your booking office[protected] & [protected]) on Tuesday, there was no one to attend the call. After repeated attempts I was able to speak to one Mr Raj at around 6 PM. He said he will let me know about the status within 20 mins. But he never got back. After waiting for an hour I again called the booking office to find out and subsequently came to know that Mr. Raj has left for the day. The other person took my mobile number and consignment number and said he will give me an update in 15 mins. But I never received a call from him either.

Today on 21/07/2010, I tried calling the same number [protected] & [protected]) again. But these number suddenly became unassigned. When I sent someone to enquire at the booking office at Silchar, they said the consignment is lying at Gauhati office due to some unavoidable circumstances. They provided a new number ([protected])and asked me to contact them. When I spoke to Mr. Dheeraj he said these things happen and this is nothing new. He also said that this will be resolved and will let me know the outcome within 15mins. He then calls me to inform that DTDC Plus service is not available in Pune. Now, this is utterly surprising that your people in the Silchar booking office is not aware of this. When I asked why was this not informed when my brother went up to the Silchar booking office for the booking. He had no answer and added that the consignment will be sent from Guwahati as a normal consignment and reach Pune by Friday. Then again he back-tracked and said that it will first be sent to Silchar office from where it will be sent to Pune as a normal consignment, which is supposed to be the official procedure. He also added that it has already been dispatched to Silchar and it reached Silchar office. When I said I want the consignment back, because I don't want to send it through DTDC anymore, he said the consignment has been sent through a bus and that the bus has broken down. So it will reach Silchar office only by evening.

I am utterly distressed with the way things are being handled. Every other person in your office is giving conflicting information. I choose to use your service because it claims "DTDC PLUS provides Assured Next business day delivery to metros and major cities and DTDC BLUE provides Assured second business day delivery to a large no of destinations across the country." and because I needed the document by Tuesday. This is something which is unacceptable.

Please have this sorted out. The documents that were sent are very important. Would appreciate if you can send a reply ASAP. I can be contacted at [protected] or [protected].