DHL’s Unsatisfactory Service
By Gele Agbai
Individuals select courier companies for the delivery of parcels, letters, and goods for a variety of reasons. One such reason is speed, as the prompt delivery of items is crucial due to the urgency of the message. Another reason is the significance of the message and the status of the recipient. Additionally, senders may want to ensure the safe delivery of their parcels, letters, or goods to the recipient.
These considerations influenced my decision to send a parcel on Thursday, November 6, via the DHL Office located on Wetheral Road, Owerri, Imo State.
Although the delivery cost of N5,331 might be considered relatively high, the fare and inconvenience of traveling to Umuahia to personally deliver the letter made using DHL a cost-effective choice.
Driving to Umuahia would inevitably result in spending at least N10,000 on petrol. Moreover, for someone like myself who rarely dines outside, there would be an additional expense of N1,500 for a snack and beverage to sustain me until I return home for a proper meal. Furthermore, there is the issue of the time spent navigating the various offices to deliver the letter. Considering these factors, I decided it was best to entrust the parcel to DHL and attend to other matters.
DHL assured me that the letter would be delivered without fail on Tuesday, November 11. Although this timeframe seemed lengthy, I was patient. Excluding Saturday and Sunday, DHL was promising delivery within three days.
Regrettably, DHL did not fulfill its promise. Inquiries revealed that a staff member from the Umuahia office attempted to deliver the parcel on Friday, November 7, but claimed the office was closed. This assertion was inaccurate, as the addressee, a Senior Special Assistant (SSA) to the Governor, often works as late as 8:00 p.m.
The manager at the Owerri Office offered his own explanation, stating, “Most SSAs do not have offices,” citing Imo State as an example. He mentioned the name of a controversial SSA in Imo State, claiming they often encounter difficulties delivering letters to him due to the absence of an office. I reminded him that the situation in Imo State, if true, does not apply to Abia State. I have reliable information that SSAs in Abia State have offices, and the particular SSA in question has an office, with his mobile telephone number provided to DHL.
As I was composing this on Thursday, November 13, the SSA informed me via telephone that DHL had finally delivered the parcel to him seven days later. This delay is utterly unacceptable.
Umuahia is approximately an hour’s drive from Owerri, thanks to the repair of the Owerri-Mbaise-Umuahia Expressway. Therefore, DHL cannot provide any valid justification for not delivering the parcel to Abia Government House, Umuahia, on Friday, November 7. The delay until Thursday, November 13, indicates a lackadaisical attitude that may have permeated the ranks of the courier firm.
This indifferent attitude among staff members must be addressed. The progress of this country will be hampered if there are deliberate obstructions in communication and interaction, as demonstrated in this case.
