| Address: Bangalore, Karnataka, 560066 |
My wife and i are fed up with dhl's aml / kyc procedures, which seem to be operating very badly. We simply want to receive a monthly children's education materials from japan, but receiving them has become one of the most stressful things about moving to india, due to dhl's extremely poor customer service team.
First when we arrived in india, we uploaded the aml / kyc documents the first time we received a package. Then, even though we had already submitted documents, each and every time we received a new package, we would repeatedly receive calls asking us to submit new documents. Each time we had to explain that we had already submitted and give your help desk the reference number of the previous package so they could find the already provided documents. Each time it was a different customer service representative, who seemed to have no record of previous conversations. Each time dhl's customer service representatives, who generally did not speak good english, would say we had to complete dhl's procedure now, as if dhl's process was the most important and urgent thing, and whatever me or my wife happended to be doing at that time was of less importance.
A well designed system would be able to automatically recognize and link each new package for the same customer to existing kyc documents already held by you, avoiding the inconvenience for your customer.
Then we moved out of our temporary accomodation and into a permanent new address. We then received multiple calls every day the next time a package came, informing us that the kyc documents did not match and we needed to resubmit. We explained that we had no materials showing our new address because we had only moved one week ago (It takes a few weeks to receive bills and also to change addresses on government documents etc.,). Also, dhl's online page would not allow us to reupload kyc documents using the already registered e-mail address and phone number. Dhl's customer service representatives told us repeatedly that the only way around this was for my wife to reupload using a new phone number and e-mail address. However, our phone number and e-mail address had not changed, and we did not want to create a new phone number or e-mail address just so we could overcome the inflexibilities of dhl's system. Once again, each time the dhl representative called (Sometimes twice in 2 hours from different representatives), they appeared to have no record that other dhl representatives or of previous converations, so we had to start explaining once again from the beginning.
We still have not received the package, but after multiple discussions, we have finally been told to send the documents by e-mail.
We are both extremely angry at dhl. I will be writing two more complaint letters, one to benesse, the japanese company that is sending the education materials, recommending that they cease to use dhl india as a service provider. We will be sure to write this in japanese so they fully understand our concerns and the depth of our frustration. Second i will be writing a letter to dhl's head office, as i do not trust dhl india to take this complaint seriously.
DHL Express India customer support has been notified about the posted complaint.
