DHL lost my laptop - but they claim someone signed for it.

fiendishlyclever

I sent my laptop back to Infoteam (Acer repairs) in Plymouth under warranty. They fixed it and sent it back using DHL to my home address.

The parcel tracked as being signed for by a name I don't recognise and the DHL records show it as being delivered to my address. When my partner told me that the laptop hadn't been delivered at 4pm I checked the tracking and it showed as signed for. I immediately phoned Acer and they promised to investigate with both the warehouse (incase the wrong label had been applied) and with DHL.

I phoned Acer again 3 working days later on Wednesday after work (6/10) since I had heard nothing at all from them. The notes on my account seemed to indicate that nothing had been done at all. I was told to phone DHL which I did. They gave me the same signatory and then told me that Acer needed to file a report so they could investigate at the depot. I was also told by Acer to phone the police (which I did and I have an interview tomorrow with my partner to discuss the potentially stolen laptop with a police officer). Acer passed the case back to second line support again with a note saying I was becoming increasingly frustrated.

Having heard nothing at all 2 days later I phoned Acer (tonight) and once again spoke to the call centre reps. They checked the notes and tried to tell me that the parcel was signed for and 2nd line support said that was that. I asked if the query had been lodged with DHL and they said the notes indicate that it has not, and no further action will be taken. I asked to pass the case to 2nd line support again, pass a query to DHL and contact me to discuss the case. I remain doubtful that anything will happen.

What do I do next? Obviously I will meet the police tomorrow and talk to them about the laptop but then what?

Acer have done nothing for a week - and look like even if they do something next week they may have left it too late for the depot to track down my parcel or speak to the driver and find out what happened.

The laptop was coming to the end of a 3 year warranty and cost £800 new - and I want it back because of all the software installed on it. There is also my personal data on the laptop including a full set of home accounts (with hindsight I should have wiped it before I returned it).

All I want is for Acer to find out what happened to my laptop and get it back to me (or a replacement if it really can't be tracked - but that means serial number hassles etc).

What next? Any advice welcomed.

I_know_my_ABC_and_my_CMYK

There has been another similar post on here with funnily enough the same problem.

Do a search on here or the praise and vent warnings, or if we are already on that board then consumer

(been a very long day)

fiendishlyclever

I found this thread:

https://forums.moneysavingexpert.com/discussion/281346

I guessed it had happened before (I know it has happened to me with other couriers/non-signed for deliveries at Christmas).

The issue still remains - if Acer won't contact DHL and sort this out how do I make any progress? Is legal action and the small claims court (against Acer) my only course of action?

Perhaps I'll try a written complaint to Acer once I have seen the police tomorrow morning.

[Deleted User]

It isn't Acers fault, it's DHL's fault for delivering it to the incorrect address.

casper_g

[quote=[Deleted User];37350732]It isn't Acers fault, it's DHL's fault for delivering it to the incorrect address.[/QUOTE]

That makes it Acer's fault then, doesn't it? They have the contract with DHL to make the delivery, not the OP.

paddedjohn

its up to acer to sort it out, they contracted dhl so they should sort it out. they must prove it was delivered to you, you dont have to prove otherwise.

smoker99

I had the same problem some years back. The laptop I had ordered was delivered to a business along with a consignment of about 20 others in a bulk purchase they had made. It seems the delivery guy was in such a hurry he just dumped all the Compaq laptop boxes off at the same address and somebody signed for the whole lot without checking. I got it sorted in the end but someone had opened the box and used my 'new' machine for about 30 minutes before it was picked up the following day and re-delivered to me.

kezzakin2000

I have the same problem but with baby clothes i order. I waited in all day for delivery however DHL states the product was delivered and signed for.

Im waiting for the store to check with DHL.

Acer will need to contact DHL as the contract is with them.

Esqui

To be frank, if it's been to Infoteam, it'll be smashed and scratched now, anyway

fiendishlyclever

Spoken to the police now who are recording it as a crime of fraud. They are investigating and will call me back by the end of the day (I thought the police were busier than that!).

They even talked about going over to the depot and interviewing the driver!

Still disappointed that it should not have been necessary to waste police time (as well as my own) chasing this up when Infoteam/Acer could have easily raised the issue with DHL straight away. At the end of the day DHL should have procedures in place to check for wrongly delivered parcels/misplaced parcels and it hasn't been recorded as either.

I'll await the police before I try to contact Acer again on Monday and get them to do something. It is sheer madness having to speak to an indian call centre to get messages to the team in Plymouth.

I know I will NEVER buy another Acer product again - the lack of progress sorting this out shows their customer service for what it is - non-existant!

popadom

Id let acer and dhl know you have got the police involved as it might "suddenly "reappear...