We have been made aware that a certain customer is writing things in an open forum about us, regarding issues about missing items in her box. This is actually a serious business matter between Connect Logistics, Atlas Brokerage and the Customer. Though, to answer to her claims and clarify a few things with the rest of our customers and those interested:
First let it be noted, that all claims of loss or damages to box(es) should be made by recipient to Manila Forwarder during or thereafter receiving the package, as this is in their jurisdiction and it is their insurance which covers against loss or damages once the container has reached port of destination.
This is also stated in the Packing List with the Terms & Conditions printed, which is signed by the customer and hereby accepting the Terms with their signature.
However, if we are contacted and made aware of such matters, we do what we can to help – also in this specific case.
There is still an ongoing investigation of her claim for missing items in her box and we have all along kept the customer updated with the progress. We take complaints very seriously, so her accusation that we are not doing anything to help, is simply not true. All emails to and from the customers is saved automatically.
We have received threatening emails and several accusations thru correspondence with the customer.
Even the Agents wife here in Denmark has received threats on SMS from this customer on her private cellphone. The wife has nothing to do with connectlogistics.dk so there is no reason to contact that phone and certainly no reason to threaten her.
Because we do not want to be treated unfair and will not accept accusations we told the customer to contact the Forwarding Company in Manila directly because it is them who has the insurance responsibility after the box(es) has arrived at port of destination – This is clearly stated in the Terms & Conditions, which has to be accepted before a customer can send a box(es) to the Philippines with our company.
Furthermore we have asked the customer to send a list of the missing items including receipts, which the insurance in Manila requests – This has never been sent to us nor the Manila forwarder.
However even though we requested she contact Manila herself, we have and still are working for her case to get things resolved – Unfortunaly we have to wait for replies from the Manila Forwarder which takes time – This has also been communicated to the customer several times.
We are still waiting for the final report from Manila regarding this matter.
As there are several parties involved it has taken longer for them to investigate and emails have been sent regularly with reminders that we are still waiting for their report.
We will not stop before we get the report, because we also want clarification about what has happened to the customers box and prevent more cases like this.
We have sent almost 3000 boxes the last few years and this is our fifth box that has been subject to theft.
Connect Logistics did actually offer the customer full compensation for a box + 50%, while we are waiting for the report to arrive from Philippines, even though that the customer is not obliged to any compensation for electronic devices, glasswares and jewelries according to our Terms & Conditions – This offer was rejected by customer and we were threatened with, if we not pay a compensation of 250% then the customer will spread rumors to ruin our business which we of course did not accept and therefore we withdrew our compensation offer and informed the customer that she has to wait for the Manila report and thereafter can make a claim to the Manila forwarder.
Again, make note Manila's insurance is supposed to cover this loss, but we also offered a compensation while she waits for this to be finalized with Manila.
We understand that the waiting time for a clarification is very nerve-wracking, but just as the customer we are also waiting for an answer, and this has been very stressing for us not getting a response, as it means we have no new feedback for the customer.
We have yet to resolve this matter, but in the meantime we do not appreciate being falsely accused for being negligent towards our customers, when in fact we are trying our best to help on our part.
We understand that the customer is saying that we have tried to threat her into silence – This is not correct in any way! We have told the customer to wait commenting this in public before we have the report from Manila – Speculation and conspiracy about what has happened is not the correct approach.
If we did not care would we invest so much time in clearing up what has happened ?
Would we offer the customer compensation + 50% more even though it is the Manila Forwarder who has the insurance responsibility ?
Many may say that we are just like all other Balikbayan companies - that we do not care what happens after we have been paid.
Well not in our company! We do care and it is wrong for those who do not know us, to start judging and spreading false accusations about a situation that is not resolved yet.
We think it is sad that we have to comment on an ongoing case, but we feel that we need to tell the truth about what has happened.
Connect Logistics
Update January 12 2014
The customer claims that the facebook pressure worked and we have been communicating with her since yesterday.
This is yet another lie because we have had no correspondance with her.