Incorrect parcel received

[dave7108]

I purchased a mobile phone from a manufacturer website. They sent me a phone but it's the wrong model. What is a normal time frame to sort this out. I'm on week 3 now and they are still investigating with no time frame of a resolution.

[Dave Hedgehog]

if you reported it within 14 days I would assume distance selling regs apply so you can cancel the order

[E-bmw]

dave7108 said:

I purchased a mobile phone from a manufacturer website. They sent me a phone but it's the wrong model. What is a normal time frame to sort this out. I'm on week 3 now and they are still investigating with no time frame of a resolution.

Sorry, but you might as well ask how long is a piece of string.

If I were in your position I would be seeking a charge-back if bought by card as a priority to force their hand.

On top of that I would be "banging on their (virtual) door" every day with emails & phone calls to their complaints department.

How has this "investigation" been conveyed to you? As in, they have told you in an email/told you over the phone/have you got a physical person's details/reference etc?

[Cats_pyjamas]

Assuming you bought with a credit card, I have found credit card companies are pretty good at resolving these kinds of issues, and they withhold/rescind the payment.

I once got a free cement mixer due to an incompetent supplier who wasn't willing to engage.

[dave7108]

Ive been messaging them every day and have it all saved. They keep saying their higher team are looking into it. Il call the CC company today and ask the website for their return address and send the incorrect item back tracked postage.

[dave7108]

Ive opened up a claim with my CC Company but just had this off the website..

:We need to further investigate the situation with your package and for this you need to contact the police center, either in person or online and request a report for them to investigate the package situation."


Apparently I need to get it investigated?? What ? Isn't this something they should be doing. Ffs.
I'm wondering now if they are stalling on refunding me.

[E-bmw]

Surely you have proof of what you ordered.

Proof of what arrived.

What investigation is required?

[dave7108]

I have email of what I ordered and obviously picture of said item which is the correct brand etc but not model. I wonder if they want a crime ref number.
Mi5 on the case.

[Tisy]

Is the phone that has allegedly been received from them a lower retail value than the one you ordered? If so I can see where this is going...

[boyse7en]

Sounds like they are treating it as if you never received the phone at all, and they want it listed as a crime, probably thinking someone at the couriers has pinched it.

Are you sure that they are aware that you have a phone, just not the right phone?

[speedking31]

E-bmw said:

Surely you have proof of what you ordered.

Proof of what arrived.

What investigation is required?

I think "proof of what arrived" is the tricky bit. You could say (extreme example) "a bag of pasta arrived, I'm returning it, please send the phone I ordered". The OP could have already had the phone he wants to return, and be seeking a cheap upgrade.

Generally, these days, not only is the customer not 'always right', but is generally assumed to be wrong until they prove otherwise.

However, with a mobile phone, I thought you always had to sign for the delivery, and therefore there should be no grounds for dispute.

[dave7108]

Ive sent a picture of the phone etc and imei number. It's slightly less in value but not major. They have already said to me there has been a mistake on their end. Il let Mastercard sort it out.

[MickC]

speedking31 said:

However, with a mobile phone, I thought you always had to sign for the delivery, and therefore there should be no grounds for dispute.

True but how many people would open the package and check what's been delivered before signing. The delivery people wont want to wait, but maybe we should all do that? I don't, but it would only take one bad experience for me to learn

[carl_w]

dave7108 said:

:We need to further investigate the situation with your package and for this you need to contact the police center, either in person or online and request a report for them to investigate the package situation."

This looks like the sort of thing a scammer would write, rather than text from a legit mobile phone company's website. "Police center"???

[dave7108]

Im guessing they don't speak English as their first language!

[Griffith4ever]

MickC said:

speedking31 said:

However, with a mobile phone, I thought you always had to sign for the delivery, and therefore there should be no grounds for dispute.

True but how many people would open the package and check what's been delivered before signing. The delivery people wont want to wait, but maybe we should all do that? I don't, but it would only take one bad experience for me to learn

Yeah, about signing for parcels..... brand new Moto Razr 60 Ultra..