Moving Service

Nathan

6.083333333333333 10

Please note that this is a complex case. To begin, Asian Express is a reasonably competitive pricer for international moves, which is a plus (I was considering working with CIM who are also excellent but slightly more expensive by around 100USD). The communication with AsianExpress was prompt, polite, friendly, efficient, and the removalists were careful and efficient. Whilst there was some inflexibility about move date (could not be brought forward due to the busyness and staffing of June) this was easily organised too (helped by Wechat). Some Wechat messages were lost, it must be mentioned however, and then eventually email had to be used to get confirmation at points. Leaving China, all things considered, was fine. However, the d*v*l has been in the details. It should be emblazoned on all paperwork and comms that Vietnam is very strict about certain aspects of goods shipping. There is a notorious little declarations form needed to enter into Hanoi. To be fair, this card was mentioned by SaigonVan (the Vietnamese/Hanoian counterpart/subcontractor for AsianExpress), and its importance was mentioned, but it was not clarified ENOUGH nor emphasised enough TIMES (and on the day of travel) to ensure that the customer (myself) had the needed information. AsianExpress needs to work better with their partner in the destination country to support this communication. To better facilitate moving to Vietnam, all removalists, AsianExpress (China, Beijing) and SaigonVan (their Vietnamese/Hanoian counterpart/subcontractor) need to communicate more clearly and supportively for the customer. The necessary information I would emphasise to one shipping to Vietnam is as follows: A declarations card is ESSENTIAL. It is only available AT ONE PLACE and AT ONE TIME - the FIRST port of entry into the country. It is NOT handed out on the plane, it is NOT easily located through English signage, and you will probably even be told by airport staff (as I was) that they do not have the form (lost in translation), at which point you MUST persist UNTIL you get an airport staff member to translate and provide you with the card. Unfortunately, the airport said they did not have it, and since my transfer to Hanoi was rushed anyway I figured it was obtainable in Hanoi, which I have since learned it is not. Moreover, what would have been useful is the following information: At ALL COSTS, you need to obtain this declarations card at the initial point of entry. Should this card be neglected, you CANNOT get it at any other port (nor is bribery an option, as some might attempt). My entry at HCMC transferring to Hanoi was the real bane. To get this card again I have been told that I need to go to HCMC again (c.f. bribery) or to leave the country entirely, at great inconvenience and expense. As customers are novices, I believe it is the company's responsibility given their expertise to assist in every way, including a timely reminder and heavy emphasis on aspects like and especially with regards to this declarations form. I am disappointed that so much hardship has been incurred upon me which could have been avoided (hence think of the angst and effort involved in posting this review). This could all be avoided with better communication. If it were my company, and I wanted to help the customer as much as possible, who is new to the foreign country and very overwhelmed with the mass of information already, and if I wanted to ensure my business performed its duty most effectively, so that the goods arrive without problems, I would go to every length to make this happen. I believe both AsianExpress and SaigonVan could up their comms game and do the same. Ultimately, as a result, I have been in Hanoi for 5 weeks, and have had to buy an entire new wardrobe and new household items. I will have many expensive and pointless duplicates once my shipping arrives. Not only this, but I have no time nor cash to leave the country until October. I will therefore need to pay portage fees for around 3 months, amounting to hundreds of USD. You can estimate the cost in total, all things considered, let alone the many desperate contacts and attempts I've made to try to get this form since arrival in Hanoi. I hope this review helps similar people miss such painful inconvenience into the future. I know this may frustrate the company to have this review, but think of my frustration, and my irretrievable loss of time, money and convenience, and how problem-solving can make a better scenario for others into the future. We're all in this together, after all. N.