hm...sad case. As the shipper, you can submit claim. I just had a case with GDex today.. I sent a Washing Machine from Melaka to Dungun yesterday.
Today when arrive, the GDex agent in dungun call my mom asking her to come and pickup from office because my mom's area is not in their service.

called supervisor and GDex dungun also no result, same answer " we cannot deliver or would not deliver because is out of service area"

So i complaint that they should have notified me before accepting the parcel.

She said, "its melaka's GDex fault. we already informed HQ"

so, I went on calling GDex HQ, talked to GDEX Complaint (one lady name Ain). telling all the hassle and problem. If cannot deliver, say so lah, I could have find other delivery service.

2-3hours later, she called and informed that GDex HQ will arrange transport to send from GDex dungun to my mom's house. Thanks God!

my first bad experience with GDex, previously no problem at all.

keep on pushing at the complaint department! good luck!