So angry with DHL

[Moozer]

I ordered an Air3S combo and it arrived in Los Angeles on 11/6. At the point, DHL showed an 11/6 delivery date.
Later that day, it showed a Customs hold. I was asked to fill out a form with contact info and SSN. I did this and submitted it. After 36 hours showing it in review, I called them to check the status. A few hours later, I got another email saying I needed to send them an image of both sides of my SS card. I emailed back asking whether the submission was secure, and whether I could use my business EIN instead.
No response to my emails, but was told the imports department would call me today (Friday) by 5pm PST. Instead, I just received another email demanding the image of my card.
I spent over an hour on the phone with 'customer service', who answered because the imports department was too busy. Was told that the imports department wouldn't call me back because even though they didn't call me as promised on Friday, they reset the callback time to Monday and couldn't call me until then. When I asked if they could call me today anyway, I was told that they were about to close - 4pm PST - even though the email they sent says in two places that they are open until 5pm PST. Customer service said it was a mistake on the email. Argh! Asked about talking to a supervisor, and they sad that couldn't happen until Monday either.

So now I'm waiting three more days to maybe hear from them. Blarrrrgh!

 

[370Z2017]

This is happening to me as well....untill I told them to send back the drone. If you dont do anything about sending them what they want they will autonaticaly return to the drones origin
I aired my story on the Air 3S site

 

[GadgetGuy]

I ordered an Air3S combo and it arrived in Los Angeles on 11/6. At the point, DHL showed an 11/6 delivery date.
Later that day, it showed a Customs hold. I was asked to fill out a form with contact info and SSN. I did this and submitted it. After 36 hours showing it in review, I called them to check the status. A few hours later, I got another email saying I needed to send them an image of both sides of my SS card. I emailed back asking whether the submission was secure, and whether I could use my business EIN instead.
No response to my emails, but was told the imports department would call me today (Friday) by 5pm PST. Instead, I just received another email demanding the image of my card.
I spent over an hour on the phone with 'customer service', who answered because the imports department was too busy. Was told that the imports department wouldn't call me back because even though they didn't call me as promised on Friday, they reset the callback time to Monday and couldn't call me until then. When I asked if they could call me today anyway, I was told that they were about to close - 4pm PST - even though the email they sent says in two places that they are open until 5pm PST. Customer service said it was a mistake on the email. Argh! Asked about talking to a supervisor, and they sad that couldn't happen until Monday either.

So now I'm waiting three more days to maybe hear from them. Blarrrrgh!

Your drone is in purgatory.

 

[Vic Moss]

Don't be mad at DHL, be mad at someone in Congress who likely told US Customs to hold DJI drones at the border.

It's very likely that one of our elected "servants" isn't getting their way with the DJI ban bills, so they decided to pull this trick and put the word out to US Customs to start playing games with our livelihood.

 

[DashSolo]

I feel your pain. My Air 3s arrived in Salt Lake City on October 19. DHL updated the website stating delivery Oct 28.
I was frustrated with a 9 day wait, but it did arrive on the day DHL said.

Hang in there...You will get it soon.

It's winter here (only mid fall) but we have snow in the mountains with temps ranging for 20 F-40 F. I've had it for 10 days but only 6 flights. Awesome machine, I sold my Mavic 3 two days before I got this and don't regret it in any shape or form. Money well spent.

 

[JeffGC]

I was expecting problems but nothing happened. Ordered the drone and it arrived without issues, albeit one day late. No questions or SSN requests.

 

[DroneGuy5750]

Ordered mine and it was delivered promptly with zero interaction required right to my front door.

 

[GregS]

Don't be mad at DHL, be mad at someone in Congress who likely told US Customs to hold DJI drones at the border.

It's very likely that one of our elected "servants" isn't getting their way with the DJI ban bills, so they decided to pull this trick and put the word out to US Customs to start playing games with our livelihood.

You nailed it Vic!!!!!

 

[Cafguy]

they sad that couldn't happen until Monday either.

That would be a feat of magic since Monday is a holiday. I feel for you man DHL is terrible and any other shipper would have had your drone at your door. I dread hearing that DHL has my package. I would for sure talk to someone that I knew for sure worked at DHL before I sent a "copy" of anything BUT They do need that copy for your package to clear customs just out of curiosity was there more to your purchase than just the Drone...The more value the more headaches...In fact if its over a certain amount I think its required? that they have a photocopy.

 

[GFields]

Hang in there!

 

[Reginald E Johnson]

I ordered an Air3S combo and it arrived in Los Angeles on 11/6. At the point, DHL showed an 11/6 delivery date.
Later that day, it showed a Customs hold. I was asked to fill out a form with contact info and SSN. I did this and submitted it. After 36 hours showing it in review, I called them to check the status. A few hours later, I got another email saying I needed to send them an image of both sides of my SS card. I emailed back asking whether the submission was secure, and whether I could use my business EIN instead.
No response to my emails, but was told the imports department would call me today (Friday) by 5pm PST. Instead, I just received another email demanding the image of my card.
I spent over an hour on the phone with 'customer service', who answered because the imports department was too busy. Was told that the imports department wouldn't call me back because even though they didn't call me as promised on Friday, they reset the callback time to Monday and couldn't call me until then. When I asked if they could call me today anyway, I was told that they were about to close - 4pm PST - even though the email they sent says in two places that they are open until 5pm PST. Customer service said it was a mistake on the email. Argh! Asked about talking to a supervisor, and they sad that couldn't happen until Monday either.

So now I'm waiting three more days to maybe hear from them. Blarrrrgh!

Do like I did, order my stuff from Best Buy or Amazon! Works for me!

 

[Mrktn]

The fly more combo doesnt appear to be available on Amazon UK

 

[RickP]

I ordered an Air3S combo and it arrived in Los Angeles on 11/6. At the point, DHL showed an 11/6 delivery date.
Later that day, it showed a Customs hold. I was asked to fill out a form with contact info and SSN. I did this and submitted it. After 36 hours showing it in review, I called them to check the status. A few hours later, I got another email saying I needed to send them an image of both sides of my SS card. I emailed back asking whether the submission was secure, and whether I could use my business EIN instead.
No response to my emails, but was told the imports department would call me today (Friday) by 5pm PST. Instead, I just received another email demanding the image of my card.
I spent over an hour on the phone with 'customer service', who answered because the imports department was too busy. Was told that the imports department wouldn't call me back because even though they didn't call me as promised on Friday, they reset the callback time to Monday and couldn't call me until then. When I asked if they could call me today anyway, I was told that they were about to close - 4pm PST - even though the email they sent says in two places that they are open until 5pm PST. Customer service said it was a mistake on the email. Argh! Asked about talking to a supervisor, and they sad that couldn't happen until Monday either.

So now I'm waiting three more days to maybe hear from them. Blarrrrgh!

They have asked for an image of your Social Security Card? Why not your credit card info, pics of your kids, you bank account info and your drivers license too. You are right to be concerned about the security of your submission, but you need to ask about the security of the network that they may store it on as well.

In my world the SS card or other info is a NO!

 

[Q-F4av8r]

I aired my story on the Air 3S site

Got a link? If not to your story, then to "the Air 3S site?"

Thanks,

 

[Cafguy]

They have asked for an image of your Social Security Card?

that is actually a real thing for some shipments, Why they need it for this one is a little weird BUT as I said I think there is a limit on what you can send thru customs "normally" was your purchase beyond the 2000 dollar mark?

 

[VenomXts]

Do like I did, order my stuff from Best Buy or Amazon! Works for me!

how?

 

[mavic3usa]

how?

Much stuff can be ordered thru Ebay and for whatever reason it tend to gets thru customs prob because it's cheap. There are merchants that tell you they will get your goods thru no problem. Way back in the day when laser pointers were popular, a certain vendor would guarantee you get it and when mine showed a customs hold, they simply shipped another and it made it.

 

[VenomXts]

Much stuff can be ordered thru Ebay and for whatever reason it gets thru customs. There are merchants that tell you they will get your goods thru no problem. Way back in the day when laser pointers were popular, a certain vendor would guarantee you get it and when mine showed a customs hold, they simply shipped another and it made it.

You referenced Amazon and best buy two places that don't have it

 

[Moozer]

That would be a feat of magic since Monday is a holiday. I feel for you man DHL is terrible and any other shipper would have had your drone at your door. I dread hearing that DHL has my package. I would for sure talk to someone that I knew for sure worked at DHL before I sent a "copy" of anything BUT They do need that copy for your package to clear customs just out of curiosity was there more to your purchase than just the Drone...The more value the more headaches...In fact if its over a certain amount I think its required? that they have a photocopy.

It was the fly more combo only - no extra items. Total was below $2000.

 

[Moozer]

Update time:
DHL says that all DJI drone imports now have to go through the formal Customs clearing process, which requires:

- If imported by a person, they need to either send copies of the front and back of their SS card or the first page of their most recent tax return
- If imported using a business EIN, they need to send in a copy of their IRS EIN paperwork or first page of company tax return

Of course, I've read lots of people on this forum who got theirs without jumping through these hoops.

Given that I don't trust DHL with my data at this point, I had them ship it back to DJI and worked with my credit card company to get a refund. Guess I'll just wait until they are available from retailers. Argh!