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

laura.dudley

Just to let you know...

I had a card for a package that had been delivered and "left behind gate" - it had actually been lobbed over our back gate. I was waiting for something so eagerly tore it open then realised I hadn't ordered it. I checked the front and the house number had a 1 printed clearly on it where ours is a 7 (very clear on our door).

I obviously took it to the correct house but it troubles me - if the deliverer couldn't be bothered to get the right house number, what if the person receiving just decided to keep it?

I wondered if this is what happened to yours?

fiendishlyclever

laura.dudley wrote: »

I obviously took it to the correct house but it troubles me - if the deliverer couldn't be bothered to get the right house number, what if the person receiving just decided to keep it?

I wondered if this is what happened to yours?

I don't understand why the parcel was signed for with a different name. If it was a theft surely the thief would sign with the same name as is on the parcel? If it was delivered with another parcel by accident, shouldn't the driver have a manifest that tells him a parcel is missing? It sounds like gross incompetence on the part of DHL.

If someone kept the parcel knowing it wasn't for them, the police tell me that they have committed an offence and they will go after them if the driver can identify the address!

The police phoned me back last night and have already had more success than me. They phoned DHL and were told to speak to the internal security division but they were closed. The officer decided to complete the paperwork to oblige them to assist and called back for a fax number. This time he got put through to complaints who told him that this happens all the time (that's reassuring for potential DHL customers) and that if the police fax him the paperwork he'll investigate first thing on Monday morning. I'll see what they dig up.

It's still annoying that no-one at Acer/Infoteam could be bothered to contact DHL. Their cheap and cheerful service is appalling!

laura.dudley

Well good luck with it. I hope you have a successful resolution to this.

I think it is worrying that it DHL complaints say this happens all the time and I know it happens with other carriers too.

fiendishlyclever

Amazing! Some faxed enquiry forms from the Police and my laptop is delivered today. No explanation given. There are no redelivery stickers on the box or anything to indicate a problem. The driver suggested "it had been delivered to the wrong address" which sounds VERY fishy when they managed to locate it and get it to me the minute the police were involved. The tracking information has been updated and now shows it appearing back in the van 3 minutes before it was delivered.

The parcel hadn't been opened and the laptop hadn't been powered up (which is a relief since the incompetent buffoons at Infotech had left my personal details and password attached to the laptop).

The fact still remains that the 2nd line technical support at Acer are worse than useless - any customer service department that refuse to phone up and lodge an enquiry with DHL are just incompetent, lazy and trying to save themselves some work.

When you consider that Acer laptops are 23.3% likely to fail within a 3-year period, you think that they'd get their act in order. I'll never touch another Acer product again (and it's a shame their customer service let them down as they shipped me a new mains adaptor - these are often excluded from extended warranties).

ex.astris

fiendishlyclever wrote: »

(and it's a shame their customer service let them down as they shipped me a new mains adaptor - these are often excluded from extended warranties).

Glad you finally got it sorted, but just to point out mains adaptors are usually included in most extended warranties, unless there's obvious non-accidental damage. It's batteries that are rarely covered, since they count as consumable items

Mark_Hewitt

laura.dudley wrote: »

I had a card for a package that had been delivered and "left behind gate" - it had actually been lobbed over our back gate.

We had a card through the door for a package which had been left "In the wheely bin"! Of course as you can guess that was the day the bins were emptied, so upon looking all we found was an empty bin!

Rachels1979

Mark_Hewitt wrote: »

We had a card through the door for a package which had been left "In the wheely bin"! Of course as you can guess that was the day the bins were emptied, so upon looking all we found was an empty bin!

Oh my god, that's shocking! Did you get it sorted?

Mark_Hewitt

Rachels1979 wrote: »

Oh my god, that's shocking! Did you get it sorted?

After about a month. My wife had to claim it back as "not delivered" (even though it was!) and she got a refund from the company.

wacko911

In all fairness, it prolly was delivered to the wrong address. The actual driver who delivered it would have been asked which door he went to, he would then have gone back and re-delivered it.

Obviously the person who got your parcel lives 3 minutes away and once they twigged if wasnt thiers didnt open it. (prolly part of a large consignment).

We once had a PC delivered (that was for a local high school) as there was about 20 other similar boxes being delivered. We contacted the courrier and told them, 4 months later they came and collected it!! We had to beg for them to take it away.

I also had a parcel 'delivered' and signed for by someone with the same name and signature as me. Turns out it went to the wrong address and I got it a couple weeks later unopened. Didnt have to sign for it as it had already been signed for.

misssarahleigh

I personally think it's disgraceful you had to go so far to get the complaint investigated. As all to often companies are willing to wash their hands of things.