Mr. DHL Israel, You Really Messed It Up!

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You know me, and if you don't, I'm telling you, I am a polite, well-behaved person. But here, in Israel, many times I had to avert to being rude, when dealing with people or institutions. Sometimes, you know the person you're dealing with, so you don't expect much. But when you're dealing with a "serious" international company like DHL...you expect profesionalism, to say the least.
My troubles started when my beloved e-book reader broke, and we decided to send them to the UK to be fixed. The company we bought it from said they'd fix it, so we decided to send it via DHL, because we thought it would be safer and stuff. So, the DHL guy came, we did what we were asked - to print some forms and fill them in, and we payed, of course, a lot of money. A LOT. The e-book reader arrived in the UK, they fixed it and send it back. Until now, everything is nice and breezy. The problems started yesterday afternoon when somebody from DHL Israel called my husband, asking for some papers, I don't know. Hubby told them that we gave all the papers to the guy that took the parcel two weeks ago. Again, somebody called yesterday evening, with the same demand. My husband tried to explain, again, that we are NOT in the possesion of the aforementioned document. This morning I checked DHL's site, where one can track one's parcel. Our was still in "clearance delay" status (been like that from yesterday). At noon, checked again. The same. I called DHL , gave them the number of the parcel and they said they'll call me back. Did they? Of course not. You know the "we'll call you back" sentence usually means "we're in a huge mess here and trying to sort it out".
I try to remain calm, I am taking deep breath and everything...but the human stupidity just winds me up!!! I saw it so many times in action....Stupidity and carelessness in doing one's job. And to think I am the one paying for all this...I am thinking that they've lost the frigging document and they cannot prove my laptop was not a new one, but sent for repairs...
So, I have to say, Mr. DHL, whoever you are, I am sooooooooooooooo dissapointed. Never ever in my life I am going to use you again, even if I'll have to take the parcel to its destination myself.
I am really tired of being treated ALL THE TIME like I don't really count. Only when I take out my VISA card, that's when I become somebody...This time, even that trick didn't work. I am really sick being humiliated by some clerk or other, being pushed aside, being told to wait in line, hold the line, wait this we transfer you...
So I am using my power. My brain power that allows me to write, the power of being smart and feeling liberated by it. So I write, and if you read this, just swear with me and let them fell the power!
My odyssey isn't over yet...Nobody from DHL called me, they're still "processing"...I'll keep you updated...