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DHL Frustrations - and how I finally got through

edmartin123

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Joined
Feb 28, 2018
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Age
60
I want to start by making clear that in no way do I hold DHL in any way responsible for US Customs delays in shipping. Not their fault. However…

For those of you stuck waiting for your 3S to get from China to your doorstep, I highly recommend that you become the “squeaky wheel” to DHL to help move things along. Text chat them. Request a call-back. Unfortunately, it seems you need to pester them to get things moving and get basic info on tracking.

My delivery is now 8-days late. Most of that was caused by US Customs clearance. However, the DHL online tracking system is all but useless – non-informative bullet points and complete lack of accurate updates vs what the reps can tell you in person.

Case in point… by late last week, I was aggravated with lack of progress through US Customs. A couple of text chat support sessions with DHL later, I managed to get a call-back from a supervisor on Friday morning. Miraculously, my package cleared Customs in the time between the text chat and the call from the supervisor. Could be coincidental?... but I don’t think so.

Next case in point… As of this morning, the online tracking system @ DHL still showed “on hold” in Charlotte. However, in text chat and then a callback from a supervisor, I was assured that my package would be on a truck for delivery this morning. And once again, coincidentally or miraculously, the online system just updated to show "out for delivery".

And if you want to call them directly (800-225-5345), do NOT let the robo-system that answers take you down the path of automated tracking. It will tell you nothing and not give you a way to get to a human. Instead, just say “customer service” when the computer answers. And when it asks if you are trying to track a package, say NO. That seems to be the only way to get a human on the phone.
 
Good to know..mine is supposed to be here by Thur. end of day. I think you're probably right about it not being a coincidence. My wife is very good at being the squeaky wheel. I could write a book about that, lol. Thorn in the side, and let me talk to your supervisor.
 
Last edited:
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This may explain the problem with some of the delays.

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Once my Air3s cleared customs it was sent to Denver for delivery. Then many days passed without any progress. After multiple "chats" I finally got someone to inform me that the parcel was transferred to US Postal service for delivery and they gave me a tracking number. Low and behold the package arrived two days later. Early on I was informed that signature would be required but----when I got home the parcel was left by my front door with no signature required. Neither DJI or DHL provided any information about the involvement of USPS until I pestered DJI.
 
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I was supposed to sign for delivery but it was drop and run here too. I was watching for it all day so not a big deal, but they did knock and that was nice since we never get that with deliveries anymore. They were probably anxious to get home since it was late in the day,
 
What’s been the reason behind the delays?
This post explains it pretty well.

 
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This post explains it pretty well.

Hope the situation is easing. Seems to be worse in some states others better
 
The key point edmartin123 makes is to use the text chat option to communicate with DHL. They’re much more responsive to chat. Literally one chat session got my 3S delay escalated, and they promised an update in 3 hrs max. They kept their word, found the “issue”, we resolved it and the drone was released for delivery.
 
The key point edmartin123 makes is to use the text chat option to communicate with DHL. They’re much more responsive to chat. Literally one chat session got my 3S delay escalated, and they promised an update in 3 hrs max. They kept their word, found the “issue”, we resolved it and the drone was released for delivery.
+1 on that. After talking to an actual DHL person, things moved along quickly. I had the drone on my desk the next day.
 
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I must have gotten really lucky. I ordered mine and chose the express shipping 1-3 days and got it on the 3rd day. I have been really enjoying this thing and think I made the right choice over the mavic 3 pro for the cost savings.
 

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