DHL Express India — unethical behavior by customer support rep varun.kochanujan

satishkhode

from Chennai, Tamil Nadu

Address:

560076

This guy doesn't know how to talk english and puts up a fake accent while talking making it really hard for me to understand and tries to dominate the conversation where i'm actually requesting by calling back to get my stuff from them which they are holding since 30 days. I was really patient with this guy because i had to recover my stuff, but now once i've got it, i'd like to share my experience. This # says not to raise my voice " you don't talk like that", i'm trying to help. - #, as if this guy is doing me a favor and the best part is that i didn't even raise my voice. Totally misbehaved like a #, seemed like an urchin pretending to be a spoilt brat. I think dhl guys need to provide some customer support training to this guy. This # is either caught in the wrong job, actually, he doesn't deserve a job like that or he doesn't qualify. Why don't they give him a job of a sweeper or janitor instead, even janitors in my office speak english with a fake accent i'll offer a gutter cleaner job for him if dhl considers to throw him out. Please don't keep #s like these for such roles. They are a threat and may jeopardize your business at large.

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DHL Express India customer support has been notified about the posted complaint.

Aug 03, 2017

Updated by satishkhode Also, please ask them to refund my money 4000Rs which they have allegedly collected saying those are duty charges to be paid by the customer. It wasn't mentioned anywhere in the product bill from where I purchased.

Aug 03, 2017

Updated by satishkhode I was forced to pay that amount because the delivery guy was adamant and was not giving my stuff. _# thieves!

Aug 08, 2017

Updated by satishkhode Any updates on the refund of money??

Aug 23, 2017

Updated by satishkhode DHL awb [protected]

Gladwin Gomes (DHL IN)
AttachmentsAug 12 (11 days ago)

to me
Dear Mr. Satish,

This is with reference to the subject shipment.

We apologize for the inconvenience caused to you. We hope you will understand that it is mandatory for any shipment to undergo customs clearance and DHL Express has to abide by the laws of the land and hence does not have a direct control over clearance and customs rules and regulations. The freight paid by the shipper while booking the shipment does not include destination duties & taxes. Duties at the time of import are levied by Indian customs. Please find attached customs bill of entry which shows the duty breakup. Customs had raised a query towards the value proof & later charged duty of 2793 INR. The storage charges & handling fees are levied by DHL. As per industry norms, a shipment which is not cleared for more than 2 days is stored under Bond in AAI or EICI warehouse and attracts a storage charge. DHL Express uses its own warehousing facility in Delhi and Bangalore, for storing shipments under Bond. In line with industry norms, when a shipment is held under Bond for more than 48 hours at a DHL facility, a storage charge will be applicable. Please note, that the charge is levied by DHL Express. For the first 48 hours, (including the day of shipment landing) DHL Express will be storing the shipments in a secure facility - free of charge. We would like to inform you that the handling fee is the service charge charged by DHL as it handles duty, warehouse, etc for the importer. DHL pays to the customs/ authorities on behalf of the importer and hence we levy handling fee as a service charge for handling the amount. The handling fee is levied as Rs.500 or 2.5% of duty whichever is higher. We regret we are unable to offer you any refund.

Do let us know if any further query.

Best Regards
Gladwin Gomes
Claims Advisor
DHL Express India P Ltd
Direct no[protected]
[protected][protected][protected][protected][protected]
Track your shipment:
Email the Airway Bill number as the subject to [protected]@dhl.com
SMS “DHL track ” to 53456
Visit WWW.dhl.co.in
[protected][protected][protected][protected][protected]
Locate your nearest DHL Express counter: SMS “DHL ” to 53456
[protected][protected][protected][protected][protected]
24*7 Customer Service:[protected] – MTNL & BSNL
[protected]– Private lines

From: Satish Khode [mailto:[protected]@gmail.com]
Sent: Friday, August 11, 2017 9:25 PM
To: Customercare.[protected]@dhl.com
Subject: Re: FW: Complaint of DHL Express India, lodged at Department of Consumer Affairs, Govt. of India

[protected]

I paid the bill amount which was shown on the amazon. How can you charge more money from me?

--
Thanks & Regards

Satish
(+91) [protected]
Please send me a text message if I'm unable to take your call.

On Fri, Aug 11, 2017 at 4:51 PM, Customercare.[protected]@dhl.com wrote:
Dear Sir/Madam,

We are in receipt of the below email.

Please provide 10 digit airway bill numbers for further investigation.

Please feel free to write back or call us on[protected]/[protected] in case any further assistance required.

Thanks and Regards,
Sarita Pereira
Customer Care
DHL Express India P Ltd
From: [protected]@gov.in [[protected]@gov.in]
Sent: 11 August 2017 15:41
To: Customercare.[protected]@dhl.com
Subject: Complaint of DHL Express India, lodged at Department of Consumer Affairs, Govt. of India

Please forward this to the Head Customer Service, Thank you

Dear Sir/Madam,

Please find the below complaints from your customers received on the Public Grievance portal of the Department of Consumer Affairs, Govt. of India website:- WWW.consumerHELPLINE.gov.in. We request you to examine the complaints and settle it amicably, by updating “Action taken” in the remark column and close the complaint.

Please do not create any ticket number for complaints, kindly update the responses in the column provided below.

Docket Number
Name
Email
Contact no
State
City
Problem reported
Remarks by company
Status
375042
Satish Khode
[protected]@gmail.com
[protected]
KARNATAKA
Bangalore
I had to pay 4000 Rs extra which they claimed for delivering the item saying it was duty charges, even though it wasnt mentioned anywhere in the bill. Eventually i had to pay the money to retrieve the item. The delivery guy was so ###### adamant that I had to cough out the money. Please ask them to refund the extra money they have charged in the name of duty, it wasnt mentioned anywhere on the product when I purchased it from Amazon.

We expect your co-operation to settle the grievances within 5 workings days.
We also request you to partner in the Convergence Programme of the National Consumer HELPLINE, a project of Department of Consumer Affairs by registering as a corporate with WWW.consumerHELPLINE.gov.in. This will increase your brand equity and highlight you as a responsible business entity towards consumers. Convergence is free, fair and fast grievance redressal mechanism and works as an Alternate Dispute Redressal (ADR) process by resolving your customer complaints without customer having to approach a consumer FORUM.

Consumer can log in their complaint directly into the portal WWW.consumerHELPLINE.gov.in of Department of Consumer Affairs, Govt. of India and the complaint is forwarded on real time basis to the registered company. The Convergence Company can view the complaints, take steps to resolve them and update the responses on to the above mentioned portal of the Department of Consumer Affairs. The complaints data on the website is company specific, and is designed to give you access only to complaints of your company, and not to all complaints reported. This ensures confidentiality of customer data.

The Convergence Company is required to update the “Action taken” in the remarks column and close the complaint.
WWW.consumerHELPLINE.gov.in website captures the complaint details from different modes such as tele-calls to the Jago Grahak Jago Toll free number[protected], walk-ins, fax, letters, e-mail, directly on the website. For any new complaint registered on the portal, the company receives an e-mail alert.

We are keen that your company registers as a convergence partner with National Consumer HELPLINE.
For any clarification, please contact on NCH on[protected] and[protected], email [protected]@gov.in

Regards
National Consumer HELPLINE

2 Attachments

Satish Khode
Aug 16 (7 days ago)

to consumer-helpl., Gladwin
Gladwin,

Who is finally cheated? The customer, isn't it? I paid the price which was quoted and then I have to pay extra to get the item from you. Who is compelling to pay the extra amount without which I'm not getting my purchased item back? You! And if you are telling me those are charges, why wasn't that communicated to me before buying that item. I wouldn't have bought it in the first place. This is not ethical, don't you think so. What would you have done if you were in my place?

Please reply.

Gladwin Gomes (DHL IN)
Aug 16 (7 days ago)

to me
Dear Mr. Satish,

This is with reference to the subject shipment.

We understand your concern towards the charges levied. However, you need to check with the shipper regarding the charges quoted by them. Duties are levied by the custom authorities & the importer should be aware of the same before placing orders. There is no error from DHL as a carrier here. Hence, please file your grievances with the shipper directly.

Best Regards
Gladwin Gomes
Claims Advisor
DHL Express India P Ltd
Direct no[protected]
[protected][protected][protected][protected][protected]
Track your shipment:
Email the Airway Bill number as the subject to [protected]@dhl.com
SMS “DHL track ” to 53456
Visit WWW.dhl.co.in
[protected][protected][protected][protected][protected]
Locate your nearest DHL Express counter: SMS “DHL ” to 53456
[protected][protected][protected][protected][protected]
24*7 Customer Service:[protected] – MTNL & BSNL
[protected]– Private lines

From: Satish Khode [mailto:[protected]@gmail.com]
Sent: Wednesday, August 16, 2017 1:34 AM
To: Gladwin Gomes (DHL IN)
Cc: [protected]@gov.in
Subject: Re: DHL awb [protected]

Satish Khode
Aug 17 (6 days ago)

to Gladwin, consumer-helpl.
Now, this is called as passing the ball. You took money from me and now you are saying that I'm not to be blamed for it and passing the blame to the seller. May be you are too smart because you know very well the seller is not residing in India and even if he does you can pass on the blame to him and wash off your hands. My question is simple, Who took money or rather extorted extra money in the form of charges, from me, without which you were not willing to give me my purchased item back (your delivery guy was adamantly relentless in this case and your customer support guy was an uneducated #### btw), that too without informing me about the charges in advance when I paid for it online. And on the basis of consumer protection and fraud laws, I'm duped.

You may be right and pass on the blame to others, but I need my money back because it was paid to you. Why should the consumer suffer due to your business? It's quite simple, I bought an item online by paying the amount mentioned. And you delivered the item to me by taking 30% of the cost of the item. Don't you think, it's a simple fraud by charging the customer extra or else you don't deliver the item. To me, its looks more like extortion. You could have told that to me in advance, saying XXX rs delivery taxes or charges etc are applicable before I made the payment to buy the item. In that case, I'd have been prepared to pay extra or may not have purchased.

Gladwin Gomes (DHL IN)
AttachmentsAug 18 (5 days ago)

to me
Dear Mr. Satish,

We are in receipt of your email.

We hope you will understand that it is mandatory for any shipment to undergo customs clearance and DHL Express has to abide by the laws of the land and hence does not have a direct control over clearance and customs rules and regulations. We hope you will understand that the contents imported are not duty free. Hence, Indian customs have charged duty appropriately on the basis of the value evidence provided by you. We regret we are unable to offer you any refund of duties here as there is no error in the duty filing.

Best Regards
Gladwin Gomes
Claims Advisor
DHL Express India P Ltd
Direct no[protected]
[protected][protected][protected][protected][protected]
Track your shipment:
Email the Airway Bill number as the subject to [protected]@dhl.com
SMS “DHL track ” to 53456
Visit WWW.dhl.co.in
[protected][protected][protected][protected][protected]
Locate your nearest DHL Express counter: SMS “DHL ” to 53456
[protected][protected][protected][protected][protected]
24*7 Customer Service:[protected] – MTNL & BSNL
[protected]– Private lines

From: Satish Khode [mailto:[protected]@gmail.com]
Sent: Thursday, August 17, 2017 8:32 PM
To: Gladwin Gomes (DHL IN)
Cc: [protected]@gov.in
Subject: Re: DHL awb [protected]

Now, this is called as passing the ball. You took money from me and now you are saying that I'm not to be blamed for it and passing the blame to the seller. May be you are too smart because you know very well the seller is not residing in India and even if he does you can pass on the blame to him and wash off your hands. My question is simple, Who took money or rather extorted extra money in the form of charges, from me, without which you were not willing to give me my purchased item back (your delivery guy was adamantly relentless in this case and your customer support guy was an uneducated #### btw), that too without informing me about the charges in advance when I paid for it online. And on the basis of consumer protection and fraud laws, I'm duped.

2 Attachments

Satish Khode
Aug 21 (2 days ago)

to Gladwin
So you are telling me that money collected is paid to the Govt as taxes. But when I ordered that item, it wasn't mentioned specifically anywhere about the extra charges in the form of taxes. I already paid the amount that was asked. But when you got the item to deliver, you took money from me in the name of tax. There is no such thing written anywhere on the bill (while buying the item) about import duty and there is no such doctrine either, so how am I suppose to assume that I need to pay money in the form of taxes. In that case, I wouldn't have bought it online. I don't deny paying the tax, but I was misinformed and cheated and then you extorted money in the form of taxes or else you were not handing the item to me even after paying for it online just because I have to pay that extra money to you.

If those are taxes of which the consumer is not aware, then it should be borne by you and not the consumer. You may argue that it should be borne by the seller, which may be fair and you may demand money from the seller and not the consumer. See, you are putting the consumer at risk by doing this. And as per the consumer protection laws, I demand my money back.

Satish Khode
Aug 21 (2 days ago)

to Gladwin, consumer-helpl.
So you are telling me that money collected is paid to the Govt as taxes. But when I ordered that item, it wasn't mentioned specifically anywhere about the extra charges in the form of taxes. I already paid the amount that was asked. But when you got the item to deliver, you took money from me in the name of tax. There is no such thing written anywhere on the bill (while buying the item) about import duty and there is no such doctrine either, so how am I suppose to assume that I need to pay money in the form of taxes. In that case, I wouldn't have bought it online. I don't deny paying the tax, but I was misinformed and cheated and then you extorted money in the form of taxes or else you were not handing the item to me even after paying for it online just because I have to pay that extra money to you.

Gladwin Gomes (DHL IN)
7:29 PM (4 hours ago)

to me, consumer-helpl.
Without prejudice

Dear Mr. Satish,

We are in receipt of your email.

Please liaise with the concerned company through which you have made this online booking. You may ask them to clarify why they have not informed you about these charges. DHL is a carrier & we have cleared & delivered the shipment as received from the shipper. As an importer, you should be aware of the customs charges payable before importing such goods. We regret we are unable to honor your request for any refund here.

Please accept our apologies.

Best Regards
Gladwin Gomes
Claims Advisor
DHL Express India P Ltd
Direct no[protected]
[protected][protected][protected][protected][protected]
Track your shipment:
Email the Airway Bill number as the subject to [protected]@dhl.com
SMS “DHL track ” to 53456
Visit WWW.dhl.co.in
[protected][protected][protected][protected][protected]
Locate your nearest DHL Express counter: SMS “DHL ” to 53456
[protected][protected][protected][protected][protected]
24*7 Customer Service:[protected] – MTNL & BSNL
[protected]– Private lines

From: Satish Khode [mailto:[protected]@gmail.com]
Sent: Monday, August 21, 2017 9:04 PM

Satish Khode
12:06 AM (18 minutes ago)

to Gladwin, consumer-helpl.
Gladwin, You used the phrase "without prejudice" which means you either understand legal system or you are a lawyer. I'm not a lawyer and hence will not be good at arguing with you on legal terms. I'm a simple consumer who was cheated by you or the seller(as you may say/claim). I'm at a loss because you took that extra money from me in the name of the tax, which should be either borne by you or the seller, but not me. You may say that I should blame the seller for this or I must know the import duty charges without being stated (as if it's a doctrine), but I being a consumer I didn't know it.(especially if it is not stated anywhere). I may ask this in the court of law, that I'm a victim of your business practices or misleading information.

Now you are passing the ball to the seller and asking me to run behind him. Why should I do that? He took the money and delivered the item. It was your guy who was adamant in taking that extra money without which he was not willing to let me have it. Instead, you must claim that extra money from the seller and not make the consumer pay for it especially under such circumstances (circumstances, which you are so relentlessly not willing to understand or agree upon and simply arguing with emails after emails).

I think you are wasting my time and trying to misuse/manipulate the law which is actually built to protect the consumer, by either washing your hands off it by putting the blame on the seller or on me. I have every right to demand my money back from the party who has taken it. Hope this helps.

Sep 26, 2017

Updated by satishkhode There has been no resolution from DHL yet. Am I fighting for a lost cause?

Feb 25, 2018

Updated by satishkhode Seems like DHL guys are unable to respond to my complaint. How can they? They aren't being ethical and have also hired ### in customer support.