Dear CEO of DTDC,
I never imagined I would have to write an open letter just to get someone in your organization to listen.
I am writing this publicly because every official channel provided by DTDC has failed me.
This is not just about one shipment. It is about a customer experience that reflects serious issues in accountability, customer support, and escalation within your organization.
What Happened
I booked a shipment through DTDC.
Instead of being delivered, the shipment was unexpectedly returned to the origin.
Naturally, I tried every official support channel available before deciding to write this letter.
1. X (formerly Twitter)
I raised the issue on X.
Initially, I received slow responses, but after a few exchanges, the responses simply stopped.
The conversation went silent while my shipment remained unresolved.
2. Email Support
I also contacted DTDC through email.
The response times were extremely slow, and despite waiting patiently, there was no meaningful resolution.
3. Customer Support
Hoping for a faster resolution, I called customer care.
Unfortunately, that turned out to be the most disappointing part of the experience.
The support representative told me that the shipment was returned because I had cancelled the shipment through the app.
That statement is completely false.
I never cancelled the shipment.
As someone who has spent years building software products, I understand that software systems can have bugs. User actions can be logged incorrectly. Systems can malfunction.
So I calmly requested to speak with someone who could investigate the possibility of a technical issue rather than simply reading what appeared on their screen.
That request was refused.
I then requested the contact details of the booking centre so I could try resolving the issue directly.
That request was also refused.
Finally, I asked a simple question:
"If nobody can investigate and nobody can connect me with the concerned team, how exactly is a customer supposed to resolve the issue?"
Instead of answering, the support representative disconnected the call.
What Followed
After the call, I again reached out through X.
I again sent emails.
Once again...
Silence.
No acknowledgement.
No ownership.
No escalation.
No solution.
The Bigger Problem
Every company makes mistakes.
Shipments can fail.
Software can have bugs.
Processes can break.
Customers generally understand this.
What customers find unacceptable is when every support channel becomes a dead end.
When customer care cannot investigate.
When escalation is impossible.
When support representatives refuse to connect customers with the concerned team.
When calls are disconnected instead of problems being solved.
When customers are told something that simply isn't true.
My Questions to You
As the CEO of DTDC, I genuinely want to know:
What should a customer do when every official support channel stops responding?
Who owns customer issues when customer care refuses to escalate them?
Why is it impossible to reach someone who can actually investigate a technical issue?
Why are customers denied contact details for the booking centre while simultaneously being told to contact them?
Is disconnecting customer calls an acceptable support practice at DTDC?
If your systems incorrectly record customer actions, who investigates those errors?
This Isn't Just About My Shipment
Today it happened to me.
Tomorrow it could happen to any customer.
No customer should have to write a public letter just to receive basic support.
A courier company is built on trust.
Customers trust you with important documents, business deliveries, gifts, legal papers, medicines, and valuable shipments.
That trust doesn't end when the parcel is booked.
It extends to how you respond when something goes wrong.
I Still Hope for a Resolution
I am not looking for special treatment.
I simply want someone at DTDC to investigate what happened, explain why my shipment was returned, correct any system errors if they exist, and ensure that no other customer has to go through the same experience.
I sincerely hope this letter reaches someone who believes customer service should mean more than scripted responses and disconnected phone calls.
Because when every official support channel fails, making the issue public becomes the only option left.
I look forward to hearing from someone at DTDC who is willing to take ownership of this issue.
Sincerely,
A disappointed customer who simply wanted help.
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