How to Gain/Keep Customers

Sometimes I wonder how certain companies can stay in business.

Take DHL for example. When we were submitting Asher's bodily fluids for testing, we had to mail one of the samples to a laboratory in Paris, France. The instructions on the form said to contact DHL for shipping. So I did. Someone from DHL came to the house to pick up the sample. He gave me a form to complete. After I completed the form, I handed him the package. I also expressed concern that they requested that my credit card information - to pay for the package - be taped outside the package for everyone to view. I didn't see that as a safe practice. Off went the package.

Days later, I learned that DHL lost the package.

While waiting on hold with DHL for the fifth time, I listened to the muzak and hold messages. It said that they have a money back guarantee. If not fully satisfied with their service, they would refund customer money. After the customer service representative admitted that the package was officially lost, I asked them to refund my money. "Not possible", says the customer service representative. "Huh? Your message says that you have a money back guarantee. Plus, you lost my package. You didn't deliver your end of the deal. I shouldn't have to pay," was my reply. "I'm sorry, that's our policy.", says the customer service representative. And she wouldn't budge.

Later, after filing a claim with DHL, I receive a letter from their lost control adjuster. It says that DHL is not liable for any lost package because it states that on the terms and conditions on the back of their air waybill. So, even if they lose a package, they claim no responsibility for losing it.

How do these people stay in business?