Acer PC damaged in transit DHL - help please

custardy

dori2o wrote: »

I find it bizzare that they didn't think to photograph the damaged packaging before opening it.

I have always been told to never sign for anything if the packaging is damaged. I got an item of fishing equipment once from an online store and when it arrived the packaging was in an awful state, I refused to sign for the item until I had opened the package to check it was not damaged. Luckily for me it wasn't. The parcelforce guy wasn't to happy at having to wait around, but had I signed for it and checked later I doubt I would have had any comeback, plus would have had to return the item to the store at my own cost.

Personally if I sell anything on ebay (the only time I really send parcels) I photograph the item packaged so I have a record of how it was sent. if it arrives in any state worse than it was sent (especially if the item is broken), then it's RM's problem.

lol,another naive seller

so i buy an item from you and it arrives broken
you will tell me its RM's problem?
fine as a buyer i use paypals dispute system and i get a refund from then via your account
then its your problem

misssarahleigh

custardy wrote: »

lol,another naive seller

so i buy an item from you and it arrives broken
you will tell me its RM's problem?
fine as a buyer i use paypals dispute system and i get a refund from then via your account
then its your problem

Then she just submits a claim to RM for the cost of the item. Unless they can prove the parcel wasn't adeqatly packed (i very much doubt that they can) they cannot deny the claim.

The seller sends out all in one piece. It arrives broken. RM inbetween. Unless they are going to call one of them a liar and deny it based on that (of which they have no eviedence) they would pay for the cost.

custardy

misssarahleigh wrote: »

Then she just submits a claim to RM for the cost of the item. Unless they can prove the parcel wasn't adeqatly packed (i very much doubt that they can) they cannot deny the claim.

The seller sends out all in one piece. It arrives broken. RM inbetween. Unless they are going to call one of them a liar and deny it based on that (of which they have no eviedence) they would pay for the cost.

did i say otherwise? the seller said it was RM's problem
you will also find RM dismiss many claims through poor packaging
hence why they have packaging guidlines on their site

misssarahleigh

custardy wrote: »

did i say otherwise? the seller said it was RM's problem
you will also find RM dismiss many claims through poor packaging
hence why they have packaging guidlines on their site

I can understand they dismiss things for being poorly packed. I recieve some dreadfull stuff of sellers, although, like i said, don't think it helps when the post office people don't wait until out of sight before slinging what you just gave them half way across the room! :eek:

samblack

I've sent my letter to Acer special delivery so heres hoping they reply soon! I explained that in my opinion the pc was well packaged and that I was explicitly told a number of times not to place it in its original box. I've also pointed out that when they signed for it from DHL they signed for it as in good condition.

dori2o

custardy wrote: »

lol,another naive seller

so i buy an item from you and it arrives broken
you will tell me its RM's problem?
fine as a buyer i use paypals dispute system and i get a refund from then via your account
then its your problem

And in which point of my post did I say that I wouldn't refund the buyer.

As long as I am compensated for my loss by RM I have no problem. I would even let you keep the broken item.

custardy

dori2o wrote: »

And in which point of my post did I say that I wouldn't refund the buyer.

As long as I am compensated for my loss by RM I have no problem. I would even let you keep the broken item.

so that would make it your problem
you would most likely be asked by RM to return the packaging
if it wasnt deemed fit then your claim would be rejected
ive seen many items im sure the sender deemed well packaged

samblack

Just updating in case anyone else has a similar problem. I wrote a few letters to the InfoTeam (sent special delivery) and got no where, they wouldn't even answer basic questions like what their complaints procedure was. In the end I wrote to Acer Head Office and stated on the envelope that my letter shouldn't be forwarded to the info team. After a week and a half I hadn't heard anything so called Acer head office (0208 283 3000) and spoke Andy (it took nearly 40 minutes to get through to him and the lady on the switch board wasn't particularly polite). Andy advised him that someone from head office had been to see the info team the previous week and it was agreed my PC would be repaired at no cost to myself. I received my pc, fully repaired, the next day.

Gezmor

samblack wrote: »

Just updating in case anyone else has a similar problem. I wrote a few letters to the InfoTeam (sent special delivery) and got no where, they wouldn't even answer basic questions like what their complaints procedure was. In the end I wrote to Acer Head Office and stated on the envelope that my letter shouldn't be forwarded to the info team. After a week and a half I hadn't heard anything so called Acer head office (0208 283 3000) and spoke Andy (it took nearly 40 minutes to get through to him and the lady on the switch board wasn't particularly polite). Andy advised him that someone from head office had been to see the info team the previous week and it was agreed my PC would be repaired at no cost to myself. I received my pc, fully repaired, the next day.

I have been advised today to return my Acer All in one Touch PC as it keeps crashing, the recorded message they put me through to says not to return it in the original box which I think is crazy, Samblack can you tell me where you got your box to pack yours in please. It took me ages just to get Acer to let me return it as everytime I phoned they said their tool system was down and I had to call back the next day. I am really worried that they will mess everything up , I have also phoned QVC as that was where I purchased it from to say that I was not at all happy with the Acer Customer service and return policy.
Thanks for your help!

CashGuru

I would complain. Strongly. You are well within your rights here.