Subject: DHL Handling Procedure
From: Subir Chakma <[email-masked]>
To: Dhananjay <[email-masked]>, Maria <[email-masked]>, "Amandeep Jangra" <[email-masked]>, Anand Babu <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Eman Sharafeldein" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Jaspal singh" <[email-masked]>, Jessica yan <[email-masked]>, "Karan Sehgal" <[email-masked]>, "Kartik p . rao" <[email-masked]>, Ahmedkhaled Ezzeldin Mohamed <[email-masked]>, "Mahir Lubbad" <[email-masked]>, "Pankaj Sharma" <[email-masked]>, Raj Bhushan Singh <[email-masked]>, Sebastian Go
Date: Tue, 5 Jan 2016 21:16:51 +0530 (IST)

Dear All, 

As you all know we need to deal with DHL very often to resolve outbound intransit issues with shipment delivery. 

However, there has been recent tickets wherein DHL UK is not responding to our emails even after 2 reminders (reminders after every 2 working days). Same with Germany, sometimes US (Neil Stokes). 

So, I want to clarify the procedure again. I want everyone to be very clear with this. 

- Send emails to DHL, keep ticket Pending Internal for 2 business days. 

- If DHL do not reply, send reminder at end of 2 business days,and keep ticket Pending Internal for 2 business days. 

- Even then, if you do NOT get response escalate to L2. 

@Gelna/Amandeep- You must call DHL assigned officer immediately if they are not responding after 4 business days. Mind the timezone. 

DHL Contacts 

DHL Express UK (Premier Customer Service Team) 
Grant Carter 
Tel: +44-844-248-0868, Ext 66610 
E-mail: [email-masked] 

DHL Express USA 
Neil STOKES 
E-mail: [email-masked] 
Tel: +1-800-345-3591 Ext 53327 
DHL Express US 

DHL Express GERMANY 
Andrea Carlon 
E-mail: [email-masked] 
Tel: + 49 180 6 345 300-3 (This is general support number. When you call them always address yourself as being from SEKO Germany). 
No direct Phone number for Andrea as yet. 

DHL Express HK (DHL Express APRO) 
Chris Cheung Wai Hung 
E-mail: [email-masked] 
Mobile: +852 6463 9545 

Jun Poon 
E-mail: [email-masked] 

Regards