BT equipment gone missing

choc_mouse

I ordered a BT package online for a new flat. We got an email saying that we would receive the equipment (hub etc) on Monday (1st March). However, we have received nothing in the post and not even a card from Royal Mail saying they've left the parcel somewhere else (e.g. with a neighbour).

On the track parcel link it says it was delivered - no signature. I thought perhaps I input the wrong address but BT have definitely got the correct one as they sent us a letter last week with the account details etc.

We called BT and they said to check with neighbours but they haven't got it either. Anyone have any suggestions on what to do? Will BT send a replacement free of charge as I can't see it being fair if they charged us?

macman

What method was it sent by? They usually use a courier. If a sig is required and they haven't got one, it's down to BT to sort it out.

spike7451

macman wrote: »

What method was it sent by? They usually use a courier. If a sig is required and they haven't got one, it's down to BT to sort it out.

My BT Hub arrived by courier,as did my later o2 kit.

Mark_In_Hampshire

It's the supplier's responsibility to deliver items ordered. The carrier works for the supplier, not the customer. So the supplier is liable to deliver another one.

If the type of delivery is not one which requires a signature then the supplier takes the risk.

If the type is one which requires a signature, the supplier can obtain the signature and compare it to yours (if they have one on file); commonly deliveries to the wrong address result in a signature that doesn't actually match the name of the person so it's easy to see where something has gone astray.

choc_mouse

Thanks for the input everyone. BT sent a message saying the equipment was delivered by Royal Mail and no signature is required. I'm not sure what service they used but the tracking information says:
"01-MAR-2010 12:07:48 DELIVERED - No Signature Paddington DO"

I've got a spare phone/modem which I'll try to hook up in the mean time but I guess I'll have to keep chasing up with BT to get what I paid for!

Mark_In_Hampshire

If it says no signature then nobody can categorically prove whether it was delivered or not. It's the courier's word against yours, in effect. The supplier has to supply another as there's no way to be certain that you did not receive it.

omen666

Does your building have a concierge, I had the same issue until I realised he had taken it in

custardy

this would be sent by royal mail tracked
as said no signature required and these items often carry 'safeplace' instructions

choc_mouse

Thanks omen! Yes, building is portered but just moved in so don't know how everything works here. Mail/junk usually goes straight through my front door. Surely RM or the porter should leave a message (e.g. card through door) telling me where to pick it up and who it was left with?

custardy

choc_mouse wrote: »

Thanks omen! Yes, building is portered but just moved in so don't know how everything works here. Mail/junk usually goes straight through my front door. Surely RM or the porter should leave a message (e.g. card through door) telling me where to pick it up and who it was left with?

you havent had a card? if so contact your local RM depot,it maybe a tracking error and trhe item is in the DO

choc_mouse

custardy wrote: »

you havent had a card? if so contact your local RM depot,it maybe a tracking error and trhe item is in the DO

No card. Absolutely nothing to inform me if delivery was attempted or not - just the tracking information which says "delivered" - which is why I'm so lost!