The chat is offshore (Manila). The call centre agents are both Manila and Sydney based. My experience with chat is mixed, but overall I find phone agents more helpful and I tend to call up for more complex issues.Anyone have any idea if the online chat customer support is based in Australia or overseas? Are you likely to get better service by phoning?
Wow - gotta give DHL credit, this is how you look after your customers. I literally didn't believe DHL would have a link encouraging users to complain directly to an executive so I had to look on their website and see it for myself, and sure enough... there it is:Just in case someone else has a similar issue, what resolved it was using the link on the DHL website to "Go straight to the top and tell Gary Edstein, Senior Vice President Oceania.". I sent them an email last night, they responded within an hour and managed to get the package located and delivered this morning.