Topic: DHL shipping issues, who is at fault? need advice (squall1066 vs BITMAIN) (Read 1831 times)

Damn man, I`m glad your hosting facility pulled through at some levels to mine your gear and the situation. 

Not much we can do if their main carrier is DHL - just hope they adopt a new carrier and let everyone this can be them for their next possible order.

Its really shitty how they handled everything.. if I`m that big - I should be aware already that DHL does have problems so I fork down the cost to save a horrible incident from happening to make more money..

Everyone reading this - BOOKMARK THIS.

OK, so I now have my units mining away, With a huge thanks to me hosting facility.

and other units are slowly moving away from my name to proper people and destinations.

there should not be any more problems, My appointed representative has assured me that, I need not worry, The customs people come down hard to scare real tax evasion people, but My people have proved them I am not at fault here.

So thats it, Thanks for reading, I just wanted people to know whats going on, I have no wish to deal with bitmain directly again, (have I all ready said that lol) But their hardware is still quite formidable IMO so onwards and upwards.

P.S. I still have not had an apology from bitmain, just a "thank you for your understanding" when they said I was still liable for return duties. so unprofessional!

Update.

As far as my units are concerned, My hosting provider has supplied import customs clearance info and all is good, unitil I paid a small customer clearance, now my shipment is on hold. 

Funny thing is, I have been warned DHL is really bad for handling imported goods, with bad/slow customer support, I should have listed, I wont be using them again either lol.

As far as the other units that are in my name, I have been appointed a free legal advisor (through CAB here in UK) from police support officer, as they believe it's not my fault,
it should just take some time to clear up.

I just need to say the response from bitmain to my above e-mail, was



note there was nothing about liability here, I find bitmain suppler/shipping a joke. I truly believe they would hole me responsible for their fault to the bitter end.

I strongly urge anyone thinking of producing asic devices to go ahead, We need competition out there to make the price of units more competitive. even if its small scale. but please make sure there is adequate support in place, people will help a starting company if communication is good!

I have made a note on bitmains trust about this, I believe (tho not a scam) to be something everyone should be aware of, I will update in a while when things have sorted out.

best all.

Generally most exporters have a clause for shipping /price. They are responsible till the item left their facility and shipper is responsible for the deliver of the item. However the sender/receiver is responsible for documentation and any import/export duties(check the terms of sale)

my e-mail responce

from bitmain


Am I being thicker than the off spring of a TV weather girl and the village idiot here?

They keep telling me that should the package be returned due to incomplete import procedure, "I AM RESPONSIBLE FOR IMPORT TAX TO RETURN THE ITEM BACK INTO CHINA" then they come out with this crap.

may I reaming people what point 3 is they said?


someone tell me am I going mad?

thanks for the validation 

I am a little cooler now and it will probably sort it's self out given enough time, I have the invoice to show I only have one order, and the officer who came over said this does look like a genuine booking issue, so I need to chillax more, I just wish bitmain, would just fess up and say ok, my bad, and just sort this and move on. saying I still have lots of fees coming up if returned does not help my mental state.

Venting - it's healthy & makes you feel better! 

Yes, I am afraid I have lost my temper a bit and wrote a quite nasty letter to bitmain, I should have not gone that far and it's not me, but I am now under investigation "officially" for tax evaison! and I get that crap saying I am liable for return duties, sorry, "straw that broke the camels back"


is how I ended the e-mail 

it's weird I am laughing at it now.

Glad the link helped, but I wouldn't wait until 5pm for the return call, they're infamous for not returning calls & the office will probably be shut then. I'd be inclined to call them using the phone number in the link @ ~3pm, just to be sure.

Seems Bitmain will say anything to pass the buck, but claiming a UK dialing code is Ukranian is a new low, even for them.

from sherry bitmain


This is from bitmain but alot has happened since,

I followed IconFirm's link, and I used the form initially to start off the process, but I did not see the "chat now" window, so I pressed it and got on to some live help!

I was able to discover (with one day remaining) that the hosting company could provide import details, as a non US citizen cant!


from kyle owens DHL

this has been provided, but what annoyed me is the part bitmain said nope, ukrane starts with a +44 does it now ha ha ha.

BTW the ukrane one is new on me, this is much bigger blunder than I thought, I will let you know if my units make it there or not, I cant believe they are not responsible for import duties STILL!

WE NEED A COMPETITOR FOR BITMAIN!!! 

It shouldnt be your job to foot the bill though esp for import duties on mismanaged logistics on DHL`s side.

The resolution to all this madness though seems like something bitmain should take care of that - if it were to come down to it since you are a "customer".

At this point, I have no idea how I would handle this case - unless you have a friend who can just go pick it up at bitmains office if it was sent back with the import duties and have then re-send this to the uk using a different carrier service then DHL.

Its amazing how bitmain hasnt bothered to reply here though which is bothering me..

DHL.....nightmare 

Squall1066, from personal experience with DHL ineptitude, I suggest you call them asap before the returns deadline passes - otherwise you will be inundated with requests for details, bill payments & charges that you are not liable for. The below link has a contact number:

http://www.dhl.co.uk/en/contact_centre/contact_express/contact_express_complaint.html

I have personally used this number before & although they do try & help to get the situation sorted, the complete lack of communication between their different departments/branches causes the process to drag on & on, which you absolutely do not want to happen. Just make sure you have all the info handy when you call them - & be prepared to hold/wait/talk to robots/press lots of buttons & be generally messed about. Decline any attempts by them to call you back as they usually don't, & refuse to get off the phone until the situation is clearly sorted with written confirmation via email. If they give you any kind of excuse, request to speak directly with their manager/superior (which is what I had to do)  - but if you are stubborn enough, you will get there in the end.

I feel your pain.

ok, so I have been getting a few e-mails from DHL confirming some delivery's are not mine, the problem now is my delivery, with just over 24 hours before return to sender kicks in, I get a message from DHL saying they want KYC from me.

Now with sending from china to USA I can understand this, as they wanted American citizen details like SSN, I wrote back saying I cant supply that info as I dont have it! being a UK resident.

I also asked them what law is requiring them to ask KYC, and why is this different now?

If they want my UK details and that's enough, then so be it, but I should have got this on day one, not day nine.

my worry is, if it gets shipped back, there are import duties back into china, Am I liable because of this blunder? there are still problems in the processing and I have just over a day to sort this out?

I am keeping an eye on e-mails today, I will let you guys know what happens.

Just finished reading this short painful hurdle.

This should noted to anyone who is ordering new units from bitmain, that this scenario can be you as well.

Thanks squall for the update, and it sucks that you had experience this..

Keep updating this, cause if their service is lacking esp with a known face in the community they need to change accordingly if they still want business.

I can echo this, if it's any consolation. Dealing with DHL can be very very frustrating.

Of possible interest - in my cases, the problems appeared to start when "my" government (Canada) told DHL how much money it wanted to seize on the transaction. DHL appeared to freeze at this, although it must be absolutely routine in their business. Rather than contacting me to ask for payment, they just sat on the shipments. They had shown tracking information (also not in English) with a delivery date. The date came and went, and they changed the status to "unknown, check back later" and would seemingly have kept it like that indefinitely. I infer that they lack some appropriate process for customer notification and duty/tax collection whenever the situation is unusual, meaning whenever they will not actually be sending a driver to your door.

In my case, sometimes DHL will hand off to another courier, sometimes a DHL truck will show up at my door, and sometimes they will say they don't serve my area - would I like to pick a package up two hours away? Chaos!

Good luck with your escalating situation, squall1066! It sounds painful.

UPDATE.

Bitmain have written some more and said sorry, and they have contacted DHL with relevant shipping info and asked them to deliver items and not return them.

Thats about as good as they can to to be honest.

Right now the shipping info still say's "pending clearance" but I hope the lack of communication was due to the weekend and not me spamming messages everywhere.

All though I am pleased bitmain is sorting this out (or looks like it at least) I still consider this to be a blunder and will not use directly again, this was a big head ache for me, and for such a big company should be shipping things more accurately, as there are thousands of dollars at stake and some of us have a big investment on their hardware, and for me was just too unprofessional for their outfit.

I am hoping my next update will be to say it's all sorted, sorry for all the info, but I like to document my journey in case this is helpful to anyone in the future.

UPDATE.

A barrage of messages received this morning, from bitmain and DHL (multiple but mostly about the original poland items)

A unit in Germany has confirmed it is not mine and asked me to ignore correspondence  so thats one down

from sherry (bitmain)


i like the "maybe" bit, I can see something is happening, I have sent another load of messages to DHL and trying to stop my units from leaving USA.

I have been advised to wait to see if this can be resolved through messaging everyone, as I cant do anything legally until I can prove other in this loop have been given a chance and I have taken all the steps I can.

true, I must point out that it is difficult to post too much proof here, if anyone doubts this, all the proof I have is screen shots and e-mail attachments of units in question and they all have personal information (phone numbers/delivery addresses/etc...) but I am happy to give snippets of orders to mods if they feel it necessary.

but to your point, other orders WILL be going back, so you just need to sit and wait for others to come here (if they want to)

Its very unprofessional for a company like bitmain to include your contact details into other peoples orders in order to save their time.

They might also be doing this to other customers as well.