| Name of Complainant | |
| Date of Complaint | June 2, 2022 |
| Name(s) of companies complained against | DTDC courier and cargo service |
| Category of complaint | Utilities |
| Permanent link of complaint | Right click to copy link |
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Capt. Chandra Mohan
Contact no. :
cmchandramohan5@gmail.com
Consignment no. – V93282034
Respected Sir,
1. I am Capt Chandra Mohan serving in Indian Army. My office address is Mhow (pin – 453441), M.P. Whereas my permanent address is Lalitpur (pin – 284403), U.P.
2. I am currently on leave from 21st May 2022 to 11th June 2022 at my home i.e. Lalitpur, U.P.
3. I was required to send a most urgent official document which held a greater importance in regards with my service on 26th May 2022. Understanding its urgency, I decided to travel to Mhow and deliver it personally as it was required to reach Mhow by 28th May 2022.
4. Meanwhile, one of my friend suggested me to first enquire from DTDC courier service whether they can deliver it by 28th May 2022. I visited DTDC courier Lalitpur Office and enquired about the same.
5. DTDC courier representative Mr. Kapil Tripathi introduced me about the DTDC Premium service which was the fastest and most expensive service provided by DTDC. He informed me that there are high chances that it will be delivered to Mhow on 28th May but also there are slightest of chance that it won’t be able to delivered at Mhow as it is a smaller place but it will reach Mohw for sure on 30th May 2022 considering 29th to be Sunday.
6. However, he told me with full conviction that it would be delivered to Indore (which is at a distance of 30 Km from Mhow) by Saturday at any cost. He told me that it may reach Indore by 27th may also, but for sure it will reach Indore by 28th May 2022 and If I could manage to get it received from Indore on my own my purpose could be solved.
7. On confirming again and telling Mr. Kapil Tripathi the importance of the timely delivery of the document he guaranteed me with full conviction that it will be delivered to Indore by 28th May 2022 at any cost. He said “sir, Saturday ki dopahar tak 100% ye document apka Indore pahuch jayega me guarantee leta hu, bas app ise receive kara lena”.
8. After seeing his confidence and commitment I decided to send the document through DTDC courier service. He suggested me to book through Premium Service and write “DTDC Indore Branch” in receiver address. He asked me to manage somebody to collect the consignment from DTDC office to avoid the time taken for delivery.
9. I followed what he said and wrote my colleague mobile number who would come and receive the consignment from DTDC Indore Office. I Paid Rs. 520 for booking it through Premium Service. I was given receipt of the same at around 1130 Hrs on 26th May 2022 (photo of same is attached here with it) and consignment number mentioned on it is as follow :-
Consignment No. – V93282034
10. My trouble began after this I couldn’t track my consignment till 27th May 2022 0900 Hrs. I raised the complaint to customer care and I was given complaint number as followed: –
Complaint No. – 2868984
11. I could start seeing the status of consignment from around 2000 Hrs on 27th May 2022 which reflected booking date of 27th May 2022 (the screenshot of same is attached with it). It kept on reflecting the status “In Transit” till 0900 hrs on 28th May 2022. I spoke to customer care numerous times but no proper response was given to me. Customer executives kept on misleading me and didn’t not help me with anything.
12. The status of the consignment kept on displaying “In Transit” till 1200 Hrs on on 28th May 2022 (screenshot of same attached here with it). I Visited DTDC Lalitpur Branch office at around 1215 Hrs to inquire the issue. On visiting DTDC Lalitpur Office, Mr Kapil Tripathi started misleading me and started playing Blame game by putting blame on Jhansi Transit. He started making stories and gave lame explanation.
13. I had to sit there for 2 hours to finally track the location of my consignment which was supposed to get delivered on 28th May 2022, and here it was lying in Delhi at 1400 Hrs on 28th May 2022. I was disappointed and wanted to get delivered the consignment on 28th May 2022 anyhow.
14. Mr. Kapil Tripathi shown me some flight number and told me that my consignment is going by this flight. He talked to number of people on phone and again ensured me that since the flight is landing at Indore at 1915 Hrs, I would be able to receive my consignment by 1945 hrs anyhow. He asked me to send someone to Indore Airport to receive the document at 1945 after talking to some senior from DTDC.
15. On getting the assurance from Mr. Kapil Tripathi I send my colleague (who is also a serving officer in Indian Army) to Inodre from Mhow at 2000 hrs on 28th May 2022. when I called Mr. Kapil at 2000 hrs for delivery of the document he again started making stories and told me to ask my colleague to wait for 40 min at airport. When I called him after 40 minute he told me to ask my colleague to wait for few more time.
16. This way my colleague kept on waiting for 2 hours at Indore airport. Meanwhile at 2100 Hrs Mr. Kapil Tripathi closed DTDC Lalitpur Office and stop responding to my calls while my colleague was still waiting at airport. I somehow managed to find his home in Lalitpur city and reached his home at 2110 Hrs. There again he talked with some people on phone and informed me the consignment will be delivered at 2300 hrs.
17. I asked my colleague to returned to Mhow as I was not confident of what Mr. Kapil had said. On further enquiring Mr. Kapil also ensured me that he had spoken to Ritu Maam (his senior from DTDC) and by any mean it will reach Mhow by 1000 hrs next day (i.e., Sunday 29 May 2022). He asked me to remind me in between 0915-0930 hrs next day.
18. I was left with no option, returned back to my home at 2200 hrs. I gave a call to remind Mr. Kapil at 0930 hrs, to which he asked me to call back after 10 minutes. Then again, the same circle of misleading me and giving false information started.
19. I also spoke to number of people from DTDC who was involved in this Delivery as I wanted to get it delivered by 1000 hrs anyhow. I tried Ms Ritu’s mobile number (8431432450) many times as given by Mr. Kapil but she didn’t respond. I also spoke to Mr. Ankit from Jhansi on conference call with Mr. Kapil. He assured me to send someone to DTDC Apex office in Vijayanagar, Indore to receive the consignment at 10:45 Hrs.
20. I again believed to his words and sent my colleague at DTDC Indore office. On reaching there he informed me nobody was there at office other than guards. I called Mr. Ankit again and he gave me contact number of Mr. Chandra Pal (7238823661) who was suppose to hand over the consignment. On speaking to Mr. Chandra Pal, he told me the consignment has not even reached the office it was there at Indore airport and asked my colleague to wait for 40 min for arrival of the vehicle carrying the consignment.
21. On enquiring further Mr. Chandra Pal took Mr. Bhavesh (or Mr. Avesh) from DTDC Office Inodre on Conference call and started misbehaving with me. He used faul language and also said “packet apne time se deliver hoga , receive karna h to Karo nhi karna h to mat Karo , jo karna h kar lo” and dropped the call.
22. Then I again called Mr. Ankit to mention the rude Behaviour or Mr. Chandra Pal to which he also started misbehaving and said “jo karna h karlo , company pe case karna h Karo, dekh lenge”.
23. My colleague waited there for 3 hours and finally the consignment was delivered to him at 1300 hours, which failed my purpose in all aspect. I suffered a heavy loss as this document was of prime importance to me and its timely delivery was required to get the job done.
24. I personally had spent hours and hours in DTDC Lalitpur Office and at Mr. Kapil home but Mr. Kapil did nothing but mis-leaded me, provided wrong information and commitment again and again.
25. My colleague who is also a serving officer in Indian Army has to waste his hours waiting and travelling from Mhow to Indore because false information was provided by DTDC staff.
26. Here is the list of people from DTDC staff that I spoke to personally and their response.
i. Mr. Kapil Tripathi (9415465133), DTDC Lalitpur Branch: manipulated me every single time, made false commitments, provided false information, wasted time of me and my colleague.
ii. Mr. Ankit (7024125456), DTDC Jhansi Branch: provided false information, gave false assurance, challenged me to file a case against company, wasted time of me and my colleague.
iii. Mr. Chandra Pal (7238823661), DTDC Indore Branch: highly unprofessional, talked very rudely, cut phone in between call, challenged me to do whatever I can.
iv. Ms. Ritu (8431432450), at some senior position in DTDC: called many times, did not responded and didn’t return back the call.
v. Customer Care (7305770577): Highly unprofessional staff, spoke to the customer executives many times since early morning of 27th May 2022, explained the urgency and importance of timely delivery of the consignment, they did nothing other than registering a complaint, did not show any urgency, kept on saying the support team will call me, but nobody did actually call me or took any action. They even denied me to let speak to their senior executive.
27. Also, it is to mention that I’ve been charged Rs 520 by Mr. Kapil Tripathi for sending document (5xA4 paper covered in the envelop) which weigh less than 100 g from Lalitpur (pin-284403) to Indore (pin – 452001) through Premium service, whereas in the myDTDC application it is showing charges to be paid as Rs. 360 only (screenshot of same is attached here with it).
28. On enquiring about the extra charges Mr. Kapil Tripathi gave excuses of Fuel charge of 30% and GST of 24%, which is not mentioned anywhere on the bill.
29. I never expected such service from DTDC courier service, The sheer negligence, unresponsiveness, unprofessionalism and pathetic consumer dealing of DTDC Staff has led to heavy loss to me and affected my service by tarnishing my reputation and image in office environment. I cannot even put in word the damage caused by this incident.
Thanking you in anticipation
Capt. Chandra Mohan
Mob. No. –
Consignment No. – V93282034
