Excellent service

I’ve had several purchases from Thomann, but when something goes wrong they’re just not interested. In my case their delivery partner, DHL, ignored my delivery instructions and chose to place my parcel in a pile of snow next to my door on a main road. DHL did not perform, granted, but I paid my money to Thomann and so my contract is with them. It is up to them to open discussions with DHL, but they steadfastly decline to do so. What kind of customer service is that?