DHL LOST PAPERWORK FROM NVC DESTINED FOR RIO DE JANEIRO, BRAZIL

[bparson79 0]

After thorough investigation I have discovered that DHL presently does not know the whereabouts of a package destined for the Consulate in Rio de Janeiro, Brazil.

The NVC informed me that my paperwork had shipped on 9/8/06. So based upon estimates and timelines that are available on this site, I determined that my package should take 7-10 days to arrive at the Consulate in Rio de Janeiro, Brazil. So I gave the consulate a call & e-mail on 9/15/06 and they hadn't received. I called and e-mailed the consulate again on 9/18/06 and they hadn't received yet.

So I began to investigate b/c it should have been there no later than 9/18/06. I contacted the NVC to obtain tracking information and they stated that they had no tracking information to give me. So thanks to this site I found a post here that stated that I could do a track by reference on the DHL website. So I put EXPEDITE NIV SECTION in the description field, w/ a date range of 9/8-9/11 and a tarrif point of Rio. I found only 1 package and the Current Status was still "In transit" and the last scan was mysteriously 9/12/06. So I began to think, "wait a minute, something is wrong here."

So before jumping to conclusions I looked at all of the other shipments that left the NVC on this date range be running a search w/o a tarriff point. I found that EVERY other package leaving the NVC on this day regardless of destination had arrived and had been signed for within 3-4 days. I also found that there was a package that was sent out on 9/12 and it arrived at the consulate in Rio on 9/14. There was no scan for this particular shipment as ever arriving in Rio de Janeiro as the last scan was in Miami, FL on 9/12. You can see it here's the tracking number: 9176623901.

Anyway, I contacted DHL on 9/18 around 7p and they where very helpful. An agent ordered a trace b/c he stated, "it should have been there by now". The supervisor was very helpful and he told me that they would need to check with Miami and Rio first to try to find the package and that this should take 24 hours but they couldn't guarantee how long it would take to find it. BTW, they gave me a case/ticket number to prove that there is a problem.

So I contacted the NVC thinking that I could inform them of this w/ the proof and try to get them to resend the documents. You wouldn't believe the resistence and the negative attitudes of the supervisory staff of the NVC. One lady her name is Liz attempted to feed me misinformation to discourage my inquiry. I was explaining to her my story when she rudely stopped me in the middle of it and stated that, "we need to receive written information from DHL stating that there was a problem with this shipment." So being the inquisitive and relentless person that I am, I proceeded to ask her, "have you ever seen these papers personally." She said, "no, but I'd assume that we would receive...", I abruptly but nicely cut her off and stated, "now you assume so since you can't verify the existence of such a letter then this is not proof enough for me." Then I proceeded to tell her once again that I had a ticket number from DHL and a tracking number. She continued to resist my inquiry but I continued to stand on what I knew was true. Finally, she folded and said that she would give the information that I had obtained to her manager, Lisa. She took down the tracking number and the ticket number that I had obtained from DHL. She stated that she didn't know if Lisa would get back in touch with me tonight but she would pass this information on to her to investigate further.

So I gave Lisa 1 hr. to contact me back and I didn't hear anything. So I called the NVC again and this time I got an agent and her name is Emily. Anyway, I requested to speak directly w/ Lisa the manager. So she placed me on hold then came back and said, "Lisa is unavailable right now for questions and Liz has told me to tell you this, and Liz also says that Lisa has followed up with the appropriate group and will have information for you on tomorrow night." When I asked what group they where sending this information to they said that they couldn't tell me that. Then I asked if they could pass this information along to the morning shift so that they could be aware of this and make some progress on this in the morning. Liz stated that she "WOULD NOT" do this and that she would take no more questions from me at this time.

So I contacted the NVC on 9/19 @ 7:30a to follow-up and I spoke w/ Ashley. She was nice b/c the agents are nice but the sups aren't. Anyway, I requested tto speak w/ a supervisor. Once again, another jackass supervisor sends a message back to Ashley stating that, "she has not been informed of anything by the night crew and that I would have to wait to follow-up with them tonight." WHAT THE HELL IS SHE TALKING ABOUT! This makes absolutely no sense to me. These people aren't helpful at all. Just b/c you haven't been made aware of this doesn't justify or give substantial reason not to take my call. So of course, I wouldn't give up. I stated what I just said in the sentence above and explained to the agent that I am simply trying to save time by going about this in the most efficient manner. So finally, the supervisor agreed to speak w/ me and her name is Sue.

So Sue jumps on the phone w/ attitude just like Liz from the night shift. I proceed to tell her that I have discovered a shipping problem w/ DHL and that I would ultimately like to have my papers resent to the consulate. She told me that she would need to verify the information that I gave to her by following up with a couple of "groups". I asked what the groups where and she WOULD NOT tell me. So for the second time, they won't tell me this group. Then she told me that normally they wait 10-12 business days before they make any moves in this area (it's been 7 as of this post). I came close to making her show me what rule, regulation, code, law, etc., that says this but I decided that I wouldn't go there. PEOPLE WILL TELL YOU ANYTHING. But, she certainly didn't offer to prove this statement so I did what I hate to do and that's accept what somebody says as TRUTH/FACT. So she told me to give her 24 hours to investigate this and that she would get back with me. She stated very meanly and with anger, "I will not resend any documents until I verify this information."

So I followed-up again w/ DHL at 9a on 9/19 and they where awaiting a word back from Rio as to the whereabouts of this package. Miami had contacted them back and the documents did make it on the plane but it was never scanned as received in Rio. So hopefully, by tonight I will have more information.

I have created this post so that if there are others out there who's paperwork could have potentially been in this shipment on 9/11/06, I'd encourage you to inquire about this. I'd assume that if multiple people inquire about this, then this might get done quicker.

I do have the name and number of the Director of the National Visa Center and if I have to go to this level within the next 24-48 hours, I will.

I WILL UPDATE THIS POST AS NEW DEVELOPMENTS ARISE.

[Caladan 19]

7-10 days *is* just an estimate, and you might want to include business days in there, in which case you're just getting to the tenth day today. Good luck with your inquiries, but I wouldn't be at all surprised if it turned up today or the next few. In any case, they have their own 10-12 day timeline to follow, which means by the end of this week, they'll be more responsive to your complaints.

[mozplay 28]

bparson,

I am sorry for your frustration. Regardless of the time estimates (though I am optimistic and think that your package will show up) a little common courtest from NVC would have been nice. If they had started off by telling you that they do not make inquiries inside of the 10 - 12 day deadline, and to please call back after that time had passed, that would have been one thing. But unfortunately it seemed as though you simply got the run around from a group of people who had very bad staff meetings that morning. You got excuse after excuse instead of just someone polite and understanding.

Hope things get better from here on out.

Mo

[bparson79 0]

DHL found the documents yesterday as a result of the trace that I ORDERED. They where signed for at 3:30p yesterday in Rio de Janeiro.

My advice to everybody: STAY ON TOP OF YOUR CASE and IF YOU CAN AVOID HELP OR COMMUNICATION WITH THE NVC OTHER THAN W/ GENERAL CASE STATUS QUESTIONS, DO IT.