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Old 20.04.2011, 18:25
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DHL dumping packages in the open? - and follow up

Hello,

I have a huge problem with a package being delivered. I ordered a laptop from Germany, and everything was going smoothly up to the point it was about to be delivered. DHL courier has apparently left the package in front of the house door (my housekeeper saw it there) and of course by the time I came back home it was gone, presumably stolen.
I of course called them furiously the following day, and there they tell me they are allowed to do this for economy packages. And to contact the merchant (which I am doing at the moment, but they are somewhat slow in dealing with this).
My question is, are DHL couriers really allowed to dump expensive packages at the porches? This sounds quite fishy, and I did not find anything like that in their AGB. I just would like to be sure not to miss any complaint deadlines.
Thank you for input in advance.
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Old 20.04.2011, 18:32
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Re: DHL dumping packages in the open?

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they tell me they are allowed to do this for economy packages
This is correct as far as I know.

Tom
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Old 20.04.2011, 18:35
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Re: DHL dumping packages in the open?

Well, weird, but what can you do. I guess I need to come down harder on the merchant for their ignorance in choosing this shipment option.
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Old 20.04.2011, 18:38
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Re: DHL dumping packages in the open?

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Hello,

I have a huge problem with a package being delivered. I ordered a laptop from Germany, and everything was going smoothly up to the point it was about to be delivered. DHL courier has apparently left the package in front of the house door (my housekeeper saw it there) and of course by the time I came back home it was gone, presumably stolen.
I of course called them furiously the following day, and there they tell me they are allowed to do this for economy packages. And to contact the merchant (which I am doing at the moment, but they are somewhat slow in dealing with this).
My question is, are DHL couriers really allowed to dump expensive packages at the porches? This sounds quite fishy, and I did not find anything like that in their AGB. I just would like to be sure not to miss any complaint deadlines.
Thank you for input in advance.
Did anyone sign for it? I have difficulty believing a company sent a laptop without requiring proof of delivery, even with economy service, you would think this would have been a requirement on their side. Who did you order the laptop from?
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Old 20.04.2011, 18:42
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Re: DHL dumping packages in the open?

I don't know if anyone signed for it, the only thing I found was some sort of pre-invoice for VAT. The delivery status is "Parcel deposited. Entry door or ramp". The company I ordered from is MySN, a custom laptop builder.
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Old 20.04.2011, 18:43
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Re: DHL dumping packages in the open?

When you complain to the merchant, I would stick to facts and not mention anything about your housekeeper seeing a package outside the door (otherwise why didn't she bring it in?). Your laptop hasn't arrived and thats all they need to know.
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Old 20.04.2011, 18:44
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Re: DHL dumping packages in the open?

Documents Hopelessly Lost.

It's a pity your housekeeper couldn't have taken it in for you.

I would guess that as you haven't signed for receipt, legally your not in possession.

The fault must lie at the doors of DHL, or the supplier for using them.

I would notify both parties (I'm sure you already have) of non-receipt plus your cc company (if method of payment and paid for up front).

One of these should have insurance in place to cover this loss.

Finally check the small print from the supplier regarding their shipping practices and options - you may have unwittingly chosen a cheaper option that allows for this unfortunate eventuality.

Unfortunately, if the responsibility ends up on you, then check to see what insurances you have in place to cover.

[I have previously worked in courier/dispatch industry (but not of the global size of DHL), and every consignment had to signed for, unless the paying customer/shipper authorised otherwise]
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Old 20.04.2011, 18:53
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Re: DHL dumping packages in the open?

Well, it it would have been nice if the housekeeper (is this the right word for Hauswart?) put it behind the door, but well, he is a housekeeper and not a mailman after all.
I have already complained to the merchant. Their website says all their packages are insured, and there was only one option for shipping to Switzerland.
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Old 20.04.2011, 18:59
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Re: DHL dumping packages in the open?

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..... housekeeper (is this the right word for Hauswart?)
Hauswart is like caretaker/janitor/building supervisor - and he probably goes to great lengths to stipulate that he won't be responsible for residents' deliveries.
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Old 20.04.2011, 19:04
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Re: DHL dumping packages in the open?

Exactly, caring for residents' deliveries is not his responsibility.
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Old 20.04.2011, 20:01
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Re: DHL dumping packages in the open?

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Exactly, caring for residents' deliveries is not his responsibility.

I know plenty of "Hauswart" (caretakers) who take great pride in their work and would absolutely bring a package left at the front door inside and place it directly at the tenant's door if they were home at the time and saw it there.

Taking care of the entire building is their responsibility, and keeping an orderly appearance is part of that.

Your Hauswart sounds inconsiderate to me, having seen a package left in the open and then ignored it....you obviously have not given him a Christmas gift.
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Old 20.04.2011, 21:59
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Re: DHL dumping packages in the open?

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Hello,

I have a huge problem with a package being delivered. I ordered a laptop from Germany, and everything was going smoothly up to the point it was about to be delivered. DHL courier has apparently left the package in front of the house door (my housekeeper saw it there) and of course by the time I came back home it was gone, presumably stolen.
I of course called them furiously the following day, and there they tell me they are allowed to do this for economy packages. And to contact the merchant (which I am doing at the moment, but they are somewhat slow in dealing with this).
My question is, are DHL couriers really allowed to dump expensive packages at the porches? This sounds quite fishy, and I did not find anything like that in their AGB. I just would like to be sure not to miss any complaint deadlines.
Thank you for input in advance.
It depends on the class of service chosen by the sender. In the lowest class, YES, the couriers are allowed to dump it just at the door.
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Old 20.04.2011, 23:09
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Re: DHL dumping packages in the open?

They ARE allowed to leave it in the open, that's right.
Did you check with the neighbours? go ring doorbells or wright a short note and put it in the mailboxes. sometimes stuff appeares again after people have been sensibilised to stealing in the neighbourhood.
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Old 09.11.2011, 22:24
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DHL fun again

Hi,

the story I described [url=http://www.englishforum.ch/complaints-corner/112002-dhl-dumping-packages-open.html[/url] earlier had a followup. The merchant has sent me a new computer and, since I was at home when it arrived, I got new customs invoice along with it. I paid it almost immediately later.
A few weeks later, an invoice for the original, MIA laptop has arrived. I called DHL and explained I am not going to pay VAT on a thing I never received, and was told that I need to send the invoice back along with the letter explaining the situation and they will cancel it. So i did.
Fast forward a few months to today, and I get "Erste mahnung" in my mailbox for the amount on the said invoice, and its number mentioned.
I will definitely give them a not-so-nice call tomorrow, but I would like to inquire what my legal situation is:
  • since DHL never responded to my complaint (which I have sent with a registered letter), can it be assumed that they agreed to it? It is the case in Poland, but I don't know the Swiss law.
  • what are my options if they decide not to let go
Thank you for the input in advance.
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Old 19.11.2011, 18:51
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Re: DHL dumping packages in the open? - and follow up

D(rop it) - H(ide it) - L(oose it)

Every DHL employee know this!

My own version D(elivery) H(as) L(ong)

after waiting in Corsica for two month in a Marina for some Greece sea-maps.
Offical version of the French customs, I could use Greece maps in French waters and therefore are not "Yacht in Transit"....

Or the Passport of my son, should go from Bern to Holland, from there to Curacao and then to me in Sint Maarten.
DHL sent it to Hong-Kong, from there to Beijing, to Hong-Kong, to Texas, back to Hong-Kong, again to Beijing, again to Texas, back to Holland, to Venzuela, to Texas, to Beijing, back to Holland, to Columbia, back to Holland, to Miami, to Curacao, to Sint Maarten and voila, 4 months later it was delivered to us.

I never got the miles on my "Miles and More" ...
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Old 19.11.2011, 19:04
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Re: DHL dumping packages in the open? - and follow up

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D(rop it) - H(ide it) - L(oose it)

Every DHL employee know this!
You might be right.

Last year my daughter ordered an iPod from Apple which DHL was suppose to deliver. I came home from work and there in the mailbox was a note which said if I didn't receive the packet they just left at my door I was to contact them.

Of course it wasn't and I did..!! I also contacted Apple and they said DHL was not suppose to leave it at the door without a signature..!! Apple immediately removed the charge from my credit card.
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Old 19.11.2011, 19:08
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Re: DHL fun again

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Hi,

Fast forward a few months to today, and I get "Erste mahnung" in my mailbox for the amount on the said invoice, and its number mentioned.
I will definitely give them a not-so-nice call tomorrow, but I would like to inquire what my legal situation is:
  • since DHL never responded to my complaint (which I have sent with a registered letter), can it be assumed that they agreed to it? It is the case in Poland, but I don't know the Swiss law.
  • what are my options if they decide not to let go
Thank you for the input in advance.
DHL have already paid the taxes on your behalf, the goods cleared customs. This could be a difficult one.

Did you write in an official 'Swiss Launguage'?
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Old 19.11.2011, 20:28
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Re: DHL dumping packages in the open? - and follow up

I wrote in English which might have been a mistake. I called them the day after I wrote this post and it is now "in Bearbeitung". Haven't heard from them since.
Anyway, it is very low of them to first ignore my complaint for half a year (or if you look at it from the other side, the unpaid invoice) and then send a notice to pay out of the blue. They are like herpes, never go away.
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Old 19.11.2011, 21:12
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Re: DHL dumping packages in the open? - and follow up

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I wrote in English which might have been a mistake. I called them the day after I wrote this post and it is now "in Bearbeitung". Haven't heard from them since.
Anyway, it is very low of them to first ignore my complaint for half a year (or if you look at it from the other side, the unpaid invoice) and then send a notice to pay out of the blue. They are like herpes, never go away.
As you got a new laptop, paying the 8% VAT on the lost one is hardly the end of the world in the grand scheme of life, I know I would just pay the bill & move on. Life is too short, it's not really worth spending too much time fighting unless you value your time at 1 CHF an hour.
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Old 19.11.2011, 21:18
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Re: DHL dumping packages in the open? - and follow up

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I wrote in English which might have been a mistake. I called them the day after I wrote this post and it is now "in Bearbeitung". Haven't heard from them since.
Anyway, it is very low of them to first ignore my complaint for half a year (or if you look at it from the other side, the unpaid invoice) and then send a notice to pay out of the blue. They are like herpes, never go away.
English is the official DHL language!!! Company policy.
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