TNT in Esteli Sucks

Well, I finally received my package on 26 June, just one day over three months after the TNT web site said they delivered it to me. There are still quite a few mysteries but, bottom line, don't use TNT to ship to Nicaragua.

After a number of lies from Real Express in Estelí (the TNT agent), email to TNT, phone conversations with TNT, ... the TNT agent in Managua started talking to us. Well, it turns out he works for Real Express. It appears TNT doesn't exist here.

The Managua dude actually found that the package was in Aduanas. But, he needed the invoice. Well, we had given the invoice to Real Express in Estelí which appears to be as useful as using it to start a fire. So, no invoice but I did tell him the cost and suggested he contact the vendor in Germany to see get a copy.

He did go to Aduanas and open the box to see if there was an invoice. The good news is that he described what he saw in the box and it was, well, actually what I had ordered. So, I was beginning to believe that, someday, I would see it.

Next he told us to put about C$9000 in the Real Express bank account for Aduanas and Telcor fees--because they didn't have that sort of money. I screamed. The item cost 800 Euros plus shipping--that was wrong. Eventually they "had Aduanas FAX the invoice to me". While the total was about C$9000, the other numbers on the paper (some not very well explained) added up to more like C$5000. Ana bitched at him but he said he had never seen the Aduanas invoice. We suggested he look at it.

The next round was that he said "ok deposit C$6000 in our account". I wanted to go to Managua and well, um, ... but Ana suggested we pay it and then I could complain later. So, we did and I am.

Next he said we needed to pay them to deliver it to Estelí. Wrong! It was shipping prepaid door-to-door. So, yes, it got delivered. And, no, we have no Aduanas paperwork to justify the C$6000.

The word crooks comes to mind.

Just when I thought the game was over, we have the next twist. I may have identified a serious scam.

I told the shipper (in Germany) about what I was told--that they need to request the product be returned or it will eventually be auctioned off as unclaimed if it is really in Aduanas. They asked TNT and TNT told them that the package had been delivered to Mr. Ritzo on 25th of March. This matches what the package tracking I saw said. That is, that it had cleared Aduanas and was delivered.

Now, Real Express in Managua has told us--multiple times--that it is in Aduanas and we have to go there to clear the package. So, here is my theory.

• The package was delivered to Aduanas with appropriate paperwork.
• It cleared and "someone" (TNT? Real Express?) paid the duty and got the package.
• They then pretend it isn't out of Aduanas.
• Should the customer actually go to Aduanas they just can say it cleared.

So, the customer either writes the thing off, blames the corrupt Aduanas (I have never had trouble with them) or tells their credit card company the product was never delivers. In other words, either the vendor or the customer loses and someone (again, everything points to Real Express as I can't see how anyone else would get to sign for the package that wasn't the intended recipient) gets something expensive to sell.

I did some research and want to fill in the facts. In addition, I updated the International Shipping HowTo to help prevent people from being victims.

DHL in Estelí is now a real DHL office, not an agent. Thus, the change in what is in the office. They are, for example, on-line so they can look up the status of a shipment. No more calling Managua. While I had the bad luck of working with the new person, the old, amazingly good person from the ex-agency now works in the DHL office. So, all is well. And, yes, there are now two people there because they no longer close for lunchtime.

The TNT/Real Express story seems to be a "personal gain over doing good" story like all so many in the world. The owner of the now ex-DHL agency realized when DHL went direct he would lose his business. But, DHL rules wouldn't permit him to contract with another courier. So, his wife became the TNT agent here--thus, Real Express in Estelí. The expected win was that Real Express in where the DHL agency used to be.

The bad news is that they didn't realize that besides a known office location, you need to offer services. They claimed--for about a month--that they could and would do the customs clearance and we would then pay the duty when we picked up the package in Estelí. Real Express in Managua told us recently that they don't do that.

So, why the lie? Well, before I I told the company in Germany to go ahead with the TNT shipment, we checked locally with Real Express. In retrospect, I think Ana asked the wrong question. She asked if they would do the customs clearance and we would just pay here and they said yes. That made sense to us because that is the way it works with DHL. I get the feeling that if she had asked how the customs clearance is done, they would have told her she had to go to Managua.

In any case, if you want to receive something of value from outside Nicaragua and actually want to just pick it up, don't bother with TNT/Real Express. Clearly, you will regret it. And, if you don't like dealing with service companies that try to get customers based on lies, ...

I guess I should change the title to TNT in Nicaragua Sucks. Finally, after about 35 days, we have a definite answer. The answer comes from Ana talking to Real Express in Managua. Real Express is apparently the agent for TNT for all of Nicaragua.

The answer is, "no, we don't deliver packages in Nicaragua". There are some details but that is the bottom line. No, they cannot do customs clearance. Yes, you have to come to Managua and, yes, you have to deal with customs. They also seem very confused about the fact that there is a person's name and a company name on the shipment. Now, I have never shipped something to a company without a person's name as well but, I guess that is a new concept for them.

In any case, it is pretty clear that putting something in a bottle and dropping it in the ocean is a better way to try to deliver something to Nicaraguan than using TNT/Real Express. And this is the type of stuff that makes me better understand why businesses say they can't work with/in Nicaragua.

I still don't have the product.

1. After complaining on the TNT web site, TNT in Managua called me. They said the package was in customs waiting for paperwork from me. I explained I had given it to Real Express almost a month ago. They put me on hold for a couple of minutes and then said they would call me back. Haven't heard back.
2. Real Express has "promised" I would have the package "today" a couple of times. Wrong.
3. Yesterday, when Ana went by their office to talk to them for probably the 10th time, it wasn't even open.

To add to the inbound shipping stories:

• DHL in Estelí has moved to a new office. Two computers set up like a fancy service counter instead of a desk with a computer beside it and printer on the floor. New, nicely-dressed woman replaces the one who knew what she was doing in a t-shirt. This one clearly doesn't have a clue. My favorite was when she asked, "where is Belize"? Oh, the shipping paperwork was done by hand--not on either of the computer systems.
• Customs in Managua has been holding two telephones (there are SIP phones but that apparently makes no difference) waiting for TELCOR paperwork which is waiting for a copy of the cédula I don't have. This is particularly amusing because:
  1. I actually have a Nicaraguan ham license issued by TELCOR. So, I guess they are saying I can talk on radios but not telephones.
  2. I have shipped in a SIP phone thru the post office (which is part of TELCOR) before. They recognized it as what it was (because the duty was higher) but no problem getting it.
• Multiple times, FedEx has "pretended" they tried to deliver something in Estelí and then returned it.

Bottom line, to get something sent to Nicaragua, mail it. The post office here works. Everything else seems to be broken. And, yes, it is sad when a "government solution" seems to better than private enterprise.

First, the TNT web site shows that the package cleared customers on the 23rd of March and was delivered on the 25th of March. But, I still don't have it. I am not sure what the relationship is between TNT and Real Express but something is very wrong here.

In any case, on Friday AM I posted this article on the door of the Real Express office. Ana talked to them later in the day and they commented on the posting and then assured her that the package would be delivered later that day.

Well, it is Saturday. No phone call, no package.