Subject: Re: AWB # 4821448310 || Shipment from Dubai to Riyadh
From: Ronald Gaviola <[email-masked]>
To: "Rakesh Poojary (DHL AE)" <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "ae.mumzworld" <[email-masked]>, "Hesham Hatem (DHL AE)" <[email-masked]>
Date: Mon, 3 Aug 2020 09:53:43 +0400
List-Id: <ccteam.mumzworld.com>

Rakesh,

Please share the credit note with @Shajeeb Cheriyath <[email-masked]>
 .

Regards,
Ronald

On Sun, Aug 2, 2020 at 9:37 AM Rakesh Poojary (DHL AE) <
[email-masked]> wrote:

> Dear Ronald,
>
>
>
> I refer to your 12th July 2020 email in respect of the above shipment
> claim.
>
>
>
> On behalf of DHL, I would like to extend my sincere apologies for the
> immense inconvenience and concern caused to all parties in connection with
> this Shipment.
>
>
>
> I wish to inform you that an internal inquiry was conducted into this
> matter and extensive searches were carried out by our personnel at all
> relevant locations. Regrettably as of this date the shipment wrongly
> delivered has not been located and it was with reluctance that we have had
> to declare this shipment as lost in transit.
>
>
>
> It is clear that, on this occasion, we have fallen far short of the high
> level of service upon which we pride ourselves and that our customers
> rightfully expect from us. I am extremely concerned about the final outcome
> of this incident and have addressed this internally with our colleagues at
> the destination on a very serious note. We do realize that you are
> disappointed with the service provided to you on this occasion but would
> like to assure you that DHL endeavors to provide a service which exceeds
> our customer's expectations.
>
>
>
> With regards to your request for compensation, I must advise you that in
> line with DHL's Terms & Conditions of Carriage on the reverse of our airway
> bill, DHL's liability in respect of any one Shipment transported by air
> (including ancillary road transport or stops en route) is limited by the
> Montreal Convention or the Warsaw Convention as applicable, or in the
> absence of such Convention, to the lower of (i) the current market or
> declared value, or (ii) 22 Special Drawing Rights per kilogram
> (approximately $US 30.00 per kilogram). Such limits shall also apply to all
> other forms of transportation, except where Shipments are carried only by
> road, when the limits below apply.
>
>
>
> For cross border Shipments transported by road, DHL's liability is or
> shall be deemed to be limited by the Convention for the International
> Carriage of Goods by Road (CMR) to the lower of (i) current market value or
> declared value, or (ii) 8.33 Special Drawing Rights per kilogram
> (approximately $US 14.00 per kilogram). Such limits will also apply to
> national road transportation in the absence of any mandatory or lower
> liability limits in the applicable national transport law.
>
>
>
> If Shipper regards these limits as insufficient it must make a special
> declaration of value and request insurance as described in Section 8 or
> make its own insurance arrangements.
>
>
>
> DHL's liability is strictly limited to direct loss and damage to a
> Shipment only and to the per kilogram limits in this Section 6. All other
> types of loss or damage are excluded (including but not limited to lost
> profits, income, interest, future business), whether such loss or damage is
> special or indirect, and even if the risk of such loss or damage was
> brought to DHL's attention.
>
>
>
> Under this circumstance, we would like to settle your claim for AED 513.97
> (Declared Value US$ 110.21 + Carriage Charges AED 109.50) towards this lost
> shipment as a full & final settlement of this matter. Kindly indicate your
> acceptance in return and we will make arrangements to raise the credit note
> accordingly.
>
> We do appreciate the immense patience and restrain you have shown whilst
> dealing with this issue. In closing, I would like to reiterate my apologies
> for the inconvenience this has caused to you.
>
>
>
>
>
> Regards
>
>
>
> *Rakesh Poojary*
> Customer Relations Manager
>
> DHL EXPRESS
> P.O.Box 6252
> Dubai
> United Arab Emirates
>
> Phone: +971 4 2924822
>
>
>
> *From:* [email-masked] [mailto:[email-masked]]
> *Sent:* Sunday, July 12, 2020 1:05 PM
> *To:* [email-masked]
> *Cc:* [email-masked]; [email-masked]; [email-masked];
> [email-masked]
> *Subject:* Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
>
>
>
> Khalid,
>
>
>
> PFA updated claim form.
>
>
>
>
>
>
>
>
>
> Regards,
>
> Ronald
>
>
>
>
>
> On Fri, Jul 10, 2020 at 12:50 AM <[email-masked]> wrote:
>
> Hi Ronald / Shajeeb,
>
>
>
> Good day.
>
>
>
> Please find the attached claim notification form, as requested.
>
>
>
> Once completed. It shall be forwarded to our concerned team, for their
> approval to proceed with the claim request.
>
>
>
> Should you require any further assistance, please contact me directly.
>
>
>
> Best Regards,
>
>
>
> *Khalid Khalfan*
>
> Key Account Advisor
>
>
>
> DHL EXPRESS
>
> P.O.Box 6252
>
> Dubai
>
> United Arab Emirates
>
> 2924114
>
>
>
> [image:
> cid:AEKAD_Time1591580709219b17d8d63-b687-4390-a5de-4f1e85de3ea9.jpg]
>
>
>
>
>
>
>
>
>
>
>
> >> *Original Message ...*
> >> From: [email-masked]
> >> To: [email-masked]
> >> Cc: [email-masked], [email-masked], [email-masked],
> [email-masked]
> >> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
> >> Sent: Wed, 08 Jul 2020 17:34:50 UTC+04:00
> >>
> >>
>
> Shajeeb,
>
>
> >>
>
> Tracker updated.
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
> Regards,
>
> Ronald
>
>
> >>
>
>
> >>
>
> On Wed, Jul 8, 2020 at 4:19 PM Shajeeb C <[email-masked]> wrote:
> >>
>
> Hi Khalid,
>
>
> >>
>
> Please share the CN for the lost order ASAP.
>
>
> >>
>
> @Ronald Gaviola <[email-masked]> ,
> >>
>
>
> >>
>
> Kindly update the same in the tracker.
>
>
> >>
>
> Regards,
>
> Shajeeb
>
>
> >>
>
>
> >>
>
>
> >>
>
> On Wed, Jul 8, 2020 at 4:17 PM Alaa Musa <[email-masked]> wrote:
> >>
>
> Dear Khalid,
>
>
> >>
>
> Thank you for your update.
>
>
> >>
>
> @Ronald Gaviola <[email-masked]> and @Shajeeb Cheriyath
> <[email-masked]>  Please assist.
> >>
>
>
> >>
>
> Regards,
>
> Alaa
>
>
> >>
>
>
> >>
>
> On Tue, 7 Jul 2020 at 15:44, <[email-masked]> wrote:
> >>
>
> Hi Alaa,
>
>
> >>
>
> Good day.
>
>
> >>
>
> Please accept our sincere apologies for the inconvenience caused by the
> subject incident.
>
>
> >>
>
> Our destination team confirmed that, this shipment was delivered to an
> incorrect address. Unfortunately, retrieval was not successful
>
>
> >>
>
> Please confirm on whether you would like to initiate a claim request or
> send a replacement as ( Free Of Cost ), to the consignee.
>
>
> >>
>
> Once again. We sincerely apologize for the inconvenience caused by this
> incident.
>
>
> >>
>
> Should you require any further assistance, please contact me directly.
>
>
> >>
>
> Best Regards,
>
>
> >>
>
> *Khalid Khalfan*
>
> Key Account Advisor
>
>
> >>
>
> DHL EXPRESS
>
> P.O.Box 6252
>
> Dubai
>
> United Arab Emirates
>
> 2924114
>
>
> >>
>
> [[:removedImage(AEKAD_Time1591580709219.jpg):]]
> >>
>
>
> >>
>
>
> >>
>
>
> >>
> >>
>
> >> *Original Message ...*
> >> From: [email-masked]
> >> To: [email-masked]
> >> Cc: [email-masked], [email-masked]
> >> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
> >> Sent: 07/06/2020 02:27
> >>
> >>
>
> Hi Alaa,
>
>
> >>
>
> Good day.
>
>
> >>
>
> I shall check & confirm with our concerned team on this. Please hold for
> an update on 07/07/2020 at 14:00.
>
>
> >>
>
> Should you require any further assistance, please contact me directly.
>
>
>
> Best Regards,
>
>
> >>
>
> *Khalid Khalfan*
>
> Key Account Advisor
>
>
> >>
>
> DHL EXPRESS
>
> P.O.Box 6252
>
> Dubai
>
> United Arab Emirates
>
> 2924114
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
> >>
>
> >> *Original Message ...*
> >> From: [email-masked]
> >> To: [email-masked]
> >> Cc: [email-masked], [email-masked]
> >> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
> >> Sent: Thu, 02 Jul 2020 17:47:53 UTC+04:00
> >>
> >>
>
> Dear team,
> >>
>
>
> >>
>
> Yes, the customer claims it wasn't delivered to her, could you please
> check to which address was this  delivered
>
>
> >>
>
> Regards,
>
> Alaa
>
>
> >>
>
>
> >>
>
> On Thu, 2 Jul 2020 at 15:30, <[email-masked]> wrote:
> >>
>
> Hi Alaa,
>
>
> >>
>
> Good day.
>
>
> >>
>
> We received a confirmation from our destination team, that this shipment
> was already delivered.
>
>
> >>
>
> Is the consignee still claiming not received ?
>
>
> >>
>
> Should you require any further assistance, please contact me directly.
>
>
> >>
>
> Best Regards,
>
>
> >>
>
> *Khalid Khalfan*
>
> Key Account Advisor
>
>
> >>
>
> DHL EXPRESS
>
> P.O.Box 6252
>
> Dubai
>
> United Arab Emirates
>
> 2924114
>
>
> >>
>
> [[:removedImage(AEKAD_Time1591580709219.jpg):]]
> >>
>
>
> >>
>
>
> >>
>
>
> >>
> >>
>
> >> *Original Message ...*
> >> From: [email-masked]
> >> To: [email-masked]
> >> Cc: [email-masked], [email-masked]
> >> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
> >> Sent: 07/01/2020 01:58
> >>
> >>
>
> Hi Alaa,
>
>
> >>
>
> Good day.
>
>
> >>
>
> Since the delivery was completed almost 30 days ago, investigation might
> not be possible.
>
>
> >>
>
> I will check & confirm with our concerned team, regarding this incident.
> Please hold for the next update on 02/07/2020.
>
>
> >>
>
> Should you require any further assistance, please contact me directly.
>
>
>
> Best Regards,
>
>
> >>
>
> *Khalid Khalfan*
>
> Key Account Advisor
>
>
> >>
>
> DHL EXPRESS
>
> P.O.Box 6252
>
> Dubai
>
> United Arab Emirates
>
> 2924114
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
> >>
>
> >> *Original Message ...*
> >> From: [email-masked]
> >> To: [email-masked]
> >> Cc: [email-masked], [email-masked]
> >> Subject: 4821448310 || 200263887 || POD
> >> Sent: Mon, 29 Jun 2020 17:22:02 UTC+04:00
> >>
> >>
>
> Dear team,
> >>
>
>
> >>
>
> Please confirm whether this is delivered, customer claims this was
> delivered to the wrong address.
>
>
> >>
>
> Regards,
>
> Alaa
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
> >>
>
>
>
>
>
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