Samsung Galaxy lost in post
Discussion
Hi all
I ordered a Samsung Galaxy which was posted out Wednesday, I received a SMS message that it would be delivered Thursday. Thursday came an no show checked the tracking and it shows in the hub and that's where it's stuck. Phoned the company and they agree the parcel should be here but they can't phone the hub! Phoned 3 days running and still no joy they seem that things the label has fell off and are looking for it.
So phoned Samsung and they are worse than useless they have to file a missing parcel claim before they can refund or replace this can take up to a month.
I have phoned the credit card companiy who will file a none delivery claim but this also can take up to 3 weeks. Is there anything else I can do? Does anyone have a contact for Samsung directors?
What rights do I have under consumer law?
Mick
I ordered a Samsung Galaxy which was posted out Wednesday, I received a SMS message that it would be delivered Thursday. Thursday came an no show checked the tracking and it shows in the hub and that's where it's stuck. Phoned the company and they agree the parcel should be here but they can't phone the hub! Phoned 3 days running and still no joy they seem that things the label has fell off and are looking for it.
So phoned Samsung and they are worse than useless they have to file a missing parcel claim before they can refund or replace this can take up to a month.
I have phoned the credit card companiy who will file a none delivery claim but this also can take up to 3 weeks. Is there anything else I can do? Does anyone have a contact for Samsung directors?
What rights do I have under consumer law?
Mick
OP, they fact the delivery company lost Samsung's phone should not affect you.
How long did Samsung say the delivery could take? That's what I'd harass Samsung about.
The delivery co. do not owe you a phone, they owe Samsung a phone.
Samsung owe you a phone.
Any wrangling between Samsung and the delivery company is not your concern.
How long did Samsung say the delivery could take? That's what I'd harass Samsung about.
The delivery co. do not owe you a phone, they owe Samsung a phone.
Samsung owe you a phone.
Any wrangling between Samsung and the delivery company is not your concern.
When I ordered a phone through Tesco Direct, it got stuck in transit when there was that bad snow a few year back. Rang several times and got no where, they said they had a backlog, but when I pressed the woman on the other end she gave me all sorts of cock&bull.
So I said I would cancel the order. I re-ordered and a new one arrived the next day. So much for a back log.
So I said I would cancel the order. I re-ordered and a new one arrived the next day. So much for a back log.
Cheers for the replies guys, One of the problems I have is there is no agreed date for delivery but the delivery company sent me an SMS message saying it would be delivered Thursday. I have tried cancelling the order but they have said I can't until the phone is in the warehouse. I have contacted my credit card company to get the money back.
Mick
Mick
Texpis said:
Hi all
I ordered a Samsung Galaxy which was posted out Wednesday, I received a SMS message that it would be delivered Thursday. Thursday came an no show checked the tracking and it shows in the hub and that's where it's stuck. Phoned the company and they agree the parcel should be here but they can't phone the hub! Phoned 3 days running and still no joy they seem that things the label has fell off and are looking for it.
So phoned Samsung and they are worse than useless they have to file a missing parcel claim before they can refund or replace this can take up to a month.
I have phoned the credit card companiy who will file a none delivery claim but this also can take up to 3 weeks. Is there anything else I can do? Does anyone have a contact for Samsung directors?
What rights do I have under consumer law?
Mick
So you want to push a company to break their procedures? They have said they will do something about getting a replacement to you, but they have due process to follow. Why should they break it?I ordered a Samsung Galaxy which was posted out Wednesday, I received a SMS message that it would be delivered Thursday. Thursday came an no show checked the tracking and it shows in the hub and that's where it's stuck. Phoned the company and they agree the parcel should be here but they can't phone the hub! Phoned 3 days running and still no joy they seem that things the label has fell off and are looking for it.
So phoned Samsung and they are worse than useless they have to file a missing parcel claim before they can refund or replace this can take up to a month.
I have phoned the credit card companiy who will file a none delivery claim but this also can take up to 3 weeks. Is there anything else I can do? Does anyone have a contact for Samsung directors?
What rights do I have under consumer law?
Mick
Your rights under consumer law have not been breached, and the company, Samsung, are doing what they can to remedy the situation, but it takes TIME, something you deem you don't have to wait for
Mutley said:
So you want to push a company to break their procedures? They have said they will do something about getting a replacement to you, but they have due process to follow. Why should they break it?
Your rights under consumer law have not been breached, and the company, Samsung, are doing what they can to remedy the situation, but it takes TIME, something you deem you don't have to wait for
And why the fYour rights under consumer law have not been breached, and the company, Samsung, are doing what they can to remedy the situation, but it takes TIME, something you deem you don't have to wait for
k should he be made to wait if they have had his money? Either resend or refund as soon as tracking has been checked whats so difficult about that? Or does having a procedure mean an individual can have his money held hostage for weeks?OldGermanHeaps said:
And why the fk should he be made to wait if they have had his money? Either resend or refund as soon as tracking has been checked whats so difficult about that? Or does having a procedure mean an individual can have his money held hostage for weeks?
Companies have procedures, you may not like them, but they are there. They protect you as consumer as much as the company. They have their own checks to make with regard to possible fraud within the chain. Thats why "the fk should he be made to wait if they have had his money? Either resend or refund as soon as tracking has been checked whats so difficult about that? Or does having a procedure mean an individual can have his money held hostage for weeks?k". Want to guarantee you get it when you want it - go to the shop and collect it.OldGermanHeaps said:
And why the fk should he be made to wait if they have had his money? Either resend or refund as soon as tracking has been checked whats so difficult about that? Or does having a procedure mean an individual can have his money held hostage for weeks?
How many people do you think take the slightest opportunity to claim an expensive phone's "lost"?k should he be made to wait if they have had his money? Either resend or refund as soon as tracking has been checked whats so difficult about that? Or does having a procedure mean an individual can have his money held hostage for weeks?Let's face it - this is a very high fraud-risk item.
Pretty easy as far as i can see. Was it signed for? Can the carrier account for its whereabouts?
Nope? Resend or refund.
I only keep a smartphone 12 months, if i was told i was losing 1/12 of its life though no fault of mine i damn sure wouldnt be shrugging my shoulders and saying oh well thats your procedures looks like i'll just sit out of pocket like some passive fairy.
Get escalating as fast as you can, don't accept no for an answer and record all correspondance.
Nope? Resend or refund.
I only keep a smartphone 12 months, if i was told i was losing 1/12 of its life though no fault of mine i damn sure wouldnt be shrugging my shoulders and saying oh well thats your procedures looks like i'll just sit out of pocket like some passive fairy.
Get escalating as fast as you can, don't accept no for an answer and record all correspondance.
Mutley said:
So you want to push a company to break their procedures? They have said they will do something about getting a replacement to you, but they have due process to follow. Why should they break it?
Because Samsung entered into a contract to supply a phone by last Thursday, not supply a phone in a month or so and any procedures aren't OPs problem because Samsung haven't kept their side of the contract?Mutley said:
So you want to push a company to break their procedures? They have said they will do something about getting a replacement to you, but they have due process to follow. Why should they break it?
Your rights under consumer law have not been breached, and the company, Samsung, are doing what they can to remedy the situation, but it takes TIME, something you deem you don't have to wait for
No I don't want to push them to change there procedures there is nothing in ther T&cs to say they have to be compensated from the courier before I can claim. What it does say is I don't own the phone until I have taken delivery. If I don't own the phone yet why can't I cancel it?Your rights under consumer law have not been breached, and the company, Samsung, are doing what they can to remedy the situation, but it takes TIME, something you deem you don't have to wait for
Mick
"Under the new rules, goods bought over the internet can also be cancelled up to a minimum of 14 days "after the day on which the last of the goods come into the physical possession of the consumer, or a person, other than the carrier, identified by the consumer to take possession of them".
In cases where those cancellation rights are exercised, businesses are generally required to issue a refund to consumers "without undue delay", including in certain cases delivery charges they had imposed, after goods are returned by consumers."
http://www.out-law.com/en/articles/2014/june/new-d...
Undue delay on an item that will be onsolete in 12 months i would't take to be a month. It doesn't take a month to make a tracking enquiry.
In cases where those cancellation rights are exercised, businesses are generally required to issue a refund to consumers "without undue delay", including in certain cases delivery charges they had imposed, after goods are returned by consumers."
http://www.out-law.com/en/articles/2014/june/new-d...
Undue delay on an item that will be onsolete in 12 months i would't take to be a month. It doesn't take a month to make a tracking enquiry.
Texpis said:
Yes ordered direct
When you said you phoned 'the company' who did you mean? I'm guessing it must be the courier as you then say you phoned Samsung.The courier won't tell you anything as you're not their customer.
It's 48 hours after a dare it will hopefully be delivered. Pressure on Samsung is your only hope but it's quite likely it's been missed for delivery and will turn up Monday. Which isn't too bad given the lack of delivery times guaranteed.
creampuff said:
Because Samsung entered into a contract to supply a phone by last Thursday, not supply a phone in a month or so and any procedures aren't OPs problem because Samsung haven't kept their side of the contract?
Bingo.Samsung are required to provide a phone. They have not done so. Chase Samsung.
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