Yelläks /ˈyæl•eks/

I already gave tips and tricks, how to send parcels and letters from Germany to India. But what I currently experience is almost unbelievable. Here is the history of events:

On 3^rd of January 2008(!)
I sent 3 parcels from Germany to India through DHL. When I handed them over, each weighed 20kg and was neatly packed in a box. An insurance to cover losses and damages was mandatory. The shipment costs were 80€ for each parcel.

In February 2008
3 blue plastic bags arrived, 1/3 of the content (according to weight) and also the boxes themselves were missing. The parcels were on the way for 2 months. The website and the customer service announced to deliver any packet within 14 working days.

29/02/2008
Complaint has been filed to the postmaster of the IISc post office. According to the previous postmaster supporting documents need to filled once they are requested. The documents are available since then.

08/04/2008
A request about the status of the investigation has been sent to the postmaster.

19/05/2008
A reply came from the superintendent of post office (Bangalore West Division) stating that the issue is currently under investigation and he request me to “kindly await further communication in this regard”.
So far there was no communication anymore at all and I waited till

05/12/2008
A letter has been sent to the superintendent of post office (Bangalore West Division) through the postmaster of IISc post office as a remainder. I mean, so far I did not hear anything for the last 7 months. A copy of the reply by the superintendent from the 19th of May was attached.

17/01/2009
I sent a history of events on request of the post master.

05/06/2009
A complaint to DHL which handled the parcels in Germany was answered with: “Transportschäden und Teilverluste sind umgehend durch Vorlage der gesamten Sendung bei der Post im Empfängerland anzumelden. Dort wird eine Schadensfeststellung aufgenommen. Diese Schadensfeststellung bildet die Grundlage für die Schadensaufnahme und eine eventuelle Ersatzregulierung. Die ausländische Postverwaltung zahlt den Schadensersatz an den Empfänger.” (in short and in English: Damages and tamperings must be reported to the post office in the country of destination immediately. There they will inquest to assess the damage which is the base for any claims. The foreign administration of the post will pay for the value of the damage”).

Since then there was no written communication, but only contact through phone. The responsible clerk who receives the complaints got replaced 3 times so far and every time, the issue needed to be brought up to the new person.

10/06/2009
I received a letter from Senior Superintendent of Post Offices, Bangalore West Division, stating: “This is to bring to your kind notice that despite making detailed investigations, this office has not been able to trace the missing items from the above referred parcels. Inquiries revealed that the parcels haven been routed via sea mail and have passed through various stages including customs, where all parcels are opened, checked and re-closed by Customs Dept. Hence at this point of time this office is not in a position to ascertain exactly, at which stage abstraction/damage of the contents have been taken place. Hence we regret to inform you that no further inquiries can be made by this office. Inconvenience caused to you is deeply regretted.”

A call to the superintendent clarified that this letter was necessary for any insurance claims. So a letter has been sent back to the post office asking for the form for insurance claims.

15/01/2010
Another letter came stating: “As per Foreign Post Manual, clause No 159 Para(2) & (3), If a Foreign Parcel received for delivery in India, is found damaged or tampered with, the question must be taken up with the country of origin and even if responsibility is established, no compensation is payable for loss or damage to the contents by the country of destination. Hence any claims for compensation from the sender to the addressee cannot be accepted. The said case is treated as closed by this office.”

So as you can see, the customer are treated like shit by DHL and the Indian Post. They push him around so long till he is too tired and simply closes the case in his mind. And 2 years is already a very long time… Let’s see, what will happen next. Stay tuned!