DHL Paket lost expensive parcel, is this a scam?

Hello,

I sent 2 parcels by using DHL Paketstation with DHL Green CO2 (hopefully helps the planet). I sold graphic cards which were purchased in Germany, physical stores. Each parcel had 1 GPU and 1 invoice in it, while also having sender and recipient information written with large letter on the box, the whole process of packaging and sending the parcel was also recorded for safety. 1 of the parcels met it’s destination, another EU country, while the other has not moved and the last location in the tracking: ‘The shipment has been taken from the PACKSTATION for onward transportation’ – 2021-12-02.

I contacted them (after 20 calls I found 1 person who spoke English), they started the investigation (only after email through their website), after saying it is almost over and they are working out the details, they finally came with the answer that they were unable to find it. They gave me 7 days to fill in the documents for insurance, although their standard insurance is only 500 euros, while my parcel value is 1200 euros. I know that I had to purchase an additional insurance for an expensive item, but I felt that there should be some type of law that should still provide additional safety measures if this stuff happens or at least give a detailed investigation info with proof. Videos on youtube, such as this – https://www.youtube.com/watch?v=W8SER24F0U8 – after declining refund with the following message ‘Bitte setzen Sie Ihre Untersuchung fort. Bitter erläutern Sie, welche Schritte Sie bei diesser Untersuchung untemmomen haben. Wean Sie das Paket nicht finden konnen, teilen Sie mir bitte den letzen bekannten Standort mit.’ the very next day they found the parcel.

This feels like DHL had put no time into the investigation, just took their time, provided no information and are saying ‘sorry, we didn’t find it’ – this is really cost-effective strategy, instead of putting real people at watching cameras, talking to couriers, they just need to compensate 30-50 euros usually.

Does anyone have experience with this?
What would you advise?

In EU I always used DPD, other courier companies that have awesome customer support, while I never thought that DHL Packet is that hard to communicate with, when you call the international line and they tell you ‘we don’t speak English’ and hang up on you or after 15 calls they just say ‘I will transfer you without the guarantee that they will talk to you in English’ – is crazy, if you offer international deliveries, it would be great to have processes that help international customers.