Late DHL Express Delivery - Should I try it on ?

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heylinb4nz

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#173357 20-May-2015 15:13

Ordered a Zenfone off Expansys and opted for DHL Express delivery $35NZ. It was due to be delivered on time, but DHL sent it to Wellington by mistake, so it was back to Auckland, then down to Hamilton.

Only 1 day late...but they do have a gaurantee and money back on the premium (cost over and above standard delivery).

Normally I wouldn't bother, but got pinged $120 GST so even a $5 or $10 refund would help ease that.

Should I be forgiving and let it slide ?

Inphinity

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#1308550 20-May-2015 15:15

Depends if it's worth your time, or if you can be bothered. I would, just on principle.

mattwnz

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#1308553 20-May-2015 15:20

If you paid extra for express, then I would on principle. As long as they don't give you the run around and it takes too long. You may find they may have exclusions, such as problems with third parties.

heylinb4nz

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#1309212 21-May-2015 11:06

mattwnz: If you paid extra for express, then I would on principle. As long as they don't give you the run around and it takes too long. You may find they may have exclusions, such as problems with third parties.

Ahhh true, because I paid Expansys for delivery and Expansys paid DHL.

heylinb4nz

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#1309276 21-May-2015 13:38

Got a response, so although DHL NZ Was at Fault, I have to get the retailer to followup with DHL Hong Kong. Ie waste of time.

I bet they do this deliberately so they don't actually have to adhere to their own gaurantees.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Thank you for your enquiry.

DHL conducts business in accordance with its standard Terms and Conditions of Carriage. These conditions can be found on the back of any DHL Air Waybill and a copy of which is attached to this letter for your information.

Section 1 of the DHL Air Waybill specifies who the Payer (Shipper, Receiver or a Third Party) of the shipment is and their account number. It is DHL’s standard practice to only accept claims from this party – the account holder.

The account holder in this case was EXPANSYS (HONG KONG) LIMITED and they contracted with DHL in Hong Kong to deliver the consignment to you. Unfortunately, as you are not the account holder we are unable to entertain your claim for compensation.

Therefore, we suggest that you take this matter up with the account holder, EXPANSYS (HONG KONG) LIMITED who should, in turn, address any issues regarding the shipment with DHL in Hong Kong.

Should you wish to contact us, please phone DHL Express Customer Services on 0800 800 020, Monday to Friday 7am – 12am and Saturdays 8am – 3pm or visit our website on www.dhl.com.

Yours sincerely,

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khull

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#1309350 21-May-2015 15:23

That is the normal process with any carrier - the account holder (usually the sender) has the contract with the carrier. Not the receiver of the item

dickytim

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#1309629 22-May-2015 06:26

yep, pretty standard there.

That said you should contact Expansys see if they will provide a refund.

Was it them that guaranteed the delivery time? You have a contract with them not DHL.