THE reason why I use DHL is because it is a brand name that stands for speed, reliability, security and professionalism. But DHL Namibia, the branch in Windhoek, Prosperita is a misfit that is run by highly unprofessional people, which is tarnishing the image of the company.
When my parcel arrived, it took three days to get it from the DHL office, the delivery team was failing to find my address and they couldn’t even call me to ask for directions. I only got my parcel after confronting them. When service delivery doesn’t work, you have to kick out the non-performers. That’s the only language they understand.
While I was demanding my parcel, one desk assistant had the guts to tell me that they won’t help me.
Let me tell you one thing lady, the reason you are working there is because of the customers. Without customers, you will not have your job.
It seems the manager, tolerates poor service from his workers because he was very defensive, and he never apologised for the inconvenience. With DHL Namibia, the employees cannot be wrong, it is always the customer who is at fault.
I think the manager should be fired because he is cultivating a culture of incompetence and unprofessionalism. If you cannot apologise for the inconvenience caused to customers, then you shouldn’t be in the office, you should be on the streets.
One more thing I have realised is that there are many call assistants at the office but they hardly pick up the phone. They are just sitting there and not helping customers.
To all who have to deal with DHL Namibia, you must put pressure on them from day one, don’t take any nonsense or excuses, otherwise your parcel might disappear.
I am copying this letter to DHL South Africa and International Headquarters.-Neymar via email.
* The Namibian Consumer last month tried to seek clarification from DHL on the numerous complaints we have received on the poor service by DHL Namibia but DHL both in Namibia and South Africa did not respond.
Khanyi Mamba is the manager of marketing and communications, Southern Africa. Her email is: khanyi.mamba@dhl.com.
* The Namibian Consumer also contacted, Bevan Simataa, commissioner, Namibia Customs and Excise, Ministry of Finance last month on the issue of delayed parcels because some customer were suspecting the problem is with customs but he also did not respond. His email is: bevan.simataa@gov.mof.na
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