I am not at all surprised by DHL service, or extreme lack of it, actually !I finally managed to find a email form to be mailed from their website! talking of a maze... most of it is commercial blabla trying to sell you something.
As I am in Egypt for work I obviously do not want them to call, or I to call them. There should be no need for arranging anything so routinely as paying import duties over the phone. Send a payment request, explaining what is paid for and how much plus your account detail. Job Done. I do a lot of my shopping online and most couriers have a way better set up for dealing with this.
It all sounds too familiar, I'm afraid.
So, is everyone else getting theirs through DHL, too ?