DHL Express India — dhl kyc india team is incompetent

Address:	Chennai, Tamil Nadu, 600003
Website:	www.dhl.com

Airway bill no. [protected] - from sept 15 to sept 26 (On going)

I received a shipment from pakistan on september 15 and it has been with dhl or customs clearance for over 11 days! I have been following up the shipment every single day and even though dhl are prompt enough to give me details on why it is stuck than how it can be solved!

The reason being is i used to my company's address and hence the customs are hell bent on the company having an iec code which the company does not possess. Hence, after a week a dhl kyc india customer care lady requested me to ask the shipper to send a letterhead requesting the customs to change the shipping address from the company's to the individual's address - i did that along with a revised invoice. Both the letterhead and the revised invoice from the shipper was in hand.

Kyc india then requested me to upload the individual's document and the shipper's letterhead to be uploaded on dhl website under the airway bill no.
I did the same and i have been following up ever since.

It has been over 11 days except one lady named zed or zeth no one at the kyc india team have been helpful. Especially mr. Shreyas (A very rude and uncouth person) had the audacity to ask me to inform the company to get an iec code otherwise he would not release the shipment.

He repeatedly harassed and bullied me to get an iec code which is impossible because the company does not need one? As it does not import or export but only does freight booking and customs clearance. The sole reason for so much confusion is when a person requests you to upload certain documents and then it gets rejected from the customs - the same person has to call back and follow up with email addresses or phone calls (Even whatsapp when the whole customer care will be perfected)

But everytime i had to contact kyc india team i had to be put hold for over 10 minutes and then be told that it didn't go through without logical explanation by a different person everytime (Most of the time it was the rude shreyas person) and i was losing patience after every call. Even dhl would not follow up but keep sending me automatic do not reply emails to upload the company's iec code.

After which, a sales person from dhl would call me and ask details about the company so that we can open an account with dhl for imports and exports. Great follow up from the sales team but the customer care?!

This is almost with every company in india - customer care is terrible but the sales team is the most efficient one.

So, concluding, even a multi billion dollar logistics company can lose its reputation in india hiring inefficient, ill equipped, rude, and illogical people with no problem solving methods but somehow thrive due to its presence worldwide and seen as a safe bet.

I'd request everyone to stay away from dhl india and never do any shipments with them as they are very expensive - not your money but of your time for which they do not have any value.