If you’re not in the logistics business or not involved in importing/exporting and sending packages both locally and internationally, please skip this blogpost. Don’t want to bore you. Just to share my experience and views using the services from these courier companies.
Can I skip everything and say that Poslaju is the best option you have for local postage? For the past hundreds of shipment, Poslaju have not failed us.
Cons: Heard that your products might be stolen if you’re unlucky enough. Never experience this thought. The only downside I’ve experience with them is that they did not come as scheduled and even did not show up.
They really should increase capacity for those busy areas. I mean, really. They should.
Initially all was fine with them. Until at one moment in time that they messed up really bad. Lost shipment, item could not be delivered due to missing in their circulation, address not found, no delivery vehicle available are some of the problems we had with them. Not recommended.
We use the big boys for international shipments from our vendors in Italy, Hungary and soon USA. In terms of delivery, Fedex is the best.
Cons: Their customer careline is horrible. You’d have to go through the IVR via phone and if you manage to get through, they’d only talk to the receipient to release any information about the shipment. Once asked how much is the duty for the shipment addressed to my wife and they refuse to release that information. Huge frustration. It’s not like the AWB number is available publicly that anybody would be able to call and the customer support team can identify the recipient from his/her voice.
Pros: Same delivery guy to your area. So if for some reason address from sender is wrong, delivery guy who have been servicing your area would recognize you and even ask you if something is off with the shipment address. Saves a lot of headache. Due to the communication barrier when dealing with those people in Italy, wrong address for your shipment can happen more often than not.
Pros: Customs clearance is fast. They perform pre-clearance from the moment the shipment is created at the origin and have no issues clearing customs through KLIA. Usually, KLIA customs are much more easy to deal with than Subang due to their high volume. Thus, Fedex only stick with the KLIA inbound route.
Cons: They somehow love their Subang (SZB) inbound route, most probably because their HQ is in Subang Glenmarie. Problem is, shipment will always get stuck due to overly dedicated customs having too much time to peak into every freakin’ box coming in through Subang. They even acknowledged that Subang clearance is a lot more tedious than KLIA but refuse to change the inbound hub.
Cons: Clearance team is slow with weak clearance brokers. When there’s a delay, they fail to notify the customer as soon as possible. It seems that the customes has to call everytime there’s a customs hold-up. Worse, if a requirement arise from the customs, you won’t be notified early enough that you need to call them, ask and only get to know what is needed. Clearance brokers only do the easy stuff and would abandon your problematic shipment to prioritize other easier ones and if you don’t call, good luck with that. The weakest link there is for this company.
Cons: Teams are not synchronized. Let’s say your item is stuck and you call Customer Service. If you are angry enough, they’d open a case for your shipment. Then clearance team will contact you and inform their requirements. Next day, a totally different team will follow up with your case with zero knowledge that clearance team had contacted you. You will have to tell them what’s the issue again, starting from zero. In DHL, it’s like somebody is doing this, then another person is doing something totally different but with the same goal. You’d be annoyed to repeat yourself a couple of times for the same issue.
Pros: Customer service answers on the first ring, 24/7 (except public holiday). No freakin’ IVR. In the early mornings, you’d get some caucasian guys answering, and evening you’d get somebody in India talking to you. And no, they don’t rely on the information exclusively for the recipient thingy. This is the only thing that they get it right.
Pros: Even though the driver would not contact you or you’d not get the contact number of the driver, the customer service would gladly call the driver with you on hold when the shipment is out. Customer service is at your disposal. Coming from somebody who’s in the customer service for a European MNC, I guess it’s just the European culture for customer service.
Know any top guns at DHL? Let them read this. They should, really.