Gloria: We have received your email sent to Adam and are currently reviewing the link provided (https://cdtl.site). I am working with our warehouse team in New Zealand to review the CCTV footage, as well as coordinating with our team in Singapore, to identify the root cause of the delay. While we understand that the artwork is repairable, we still need to conduct a thorough internal investigation before we can refer to claims. Please accept our apologies for any inconvenience this may have caused. Kindly do hold for my next update by 1pm on Monday.
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Claude: After examining the video, which I had not seen before we spoke, I believe the artwork is repairable. Accordingly, there may be a simpler resolution if DHL is willing: Ship it back to our studio for repair with no shipping charge and with customs entry as a temporary import for 12 months or less so there are no customs charges. Waive the original AKL to SIN shipping charge. We will then repair the artwork and ship it back to the client. We will use a much more expensive packaging system, effectively making the artwork into a crate so it will not suffer damage if cooked in 30°+ transit storage in Singapore. We would prefer to do this rather than
Adam: The investigation is being handled by Gloria who will do an internal investigation and gather all relevant information (including what you share) to then pass through to claims.. Thanks for sharing the detailed website link and photos/video. I have forwarded this to Gloria as well. I believe the decision in terms of next steps with the shipment will be determined by our claims team once the internal investigation is complete. Gloria will be in contact with you by tomorrow