We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Duplicate item delivered unexpectedly
dewygirl
Posts: 22 Forumite
My husband recently had his phone stolen and claimed on his mobile phone insurance for a new one. We have a business contract and the phone is extremely important to my husband, who is self-employed and does not have a base with a landline.
It took the phone company a week and a half to send out the replacement phone, despite calls daily from us. Every time my husband spoke to someone they had no record of the order for the new phone, promised him they would investigate and ring back. It never happened. Finally, about a week ago he got confirmation that the phone had been despatched and it duly arrived the following day.
Today another phone has been delivered and I am now not sure what to do. I have little confidence that if I call the phone company I will get any sort of common sense from them as we have been so badly messed about by them.
What worries me is that if I send the phone back it may not be properly processed and could come back to bite me. It seems from our dealings with them that the left hand does not know what the right hand is doing. It is not the first time we have had a whole saga to go through over a replacement phone.
Can anyone advise me how exactly I ought to handle this? The paperwork with the phone shows that it was ordered yesterday - a whole week after the original phone was sent by courier and signed for. We have not spoken to the phone company since. I have no intention of breaking any law, but I am interested as to where we stand legally and what exactly is required of me. I want to be sure that whatever action I take is properly recorded in case of further mix-ups.
It took the phone company a week and a half to send out the replacement phone, despite calls daily from us. Every time my husband spoke to someone they had no record of the order for the new phone, promised him they would investigate and ring back. It never happened. Finally, about a week ago he got confirmation that the phone had been despatched and it duly arrived the following day.
Today another phone has been delivered and I am now not sure what to do. I have little confidence that if I call the phone company I will get any sort of common sense from them as we have been so badly messed about by them.
What worries me is that if I send the phone back it may not be properly processed and could come back to bite me. It seems from our dealings with them that the left hand does not know what the right hand is doing. It is not the first time we have had a whole saga to go through over a replacement phone.
Can anyone advise me how exactly I ought to handle this? The paperwork with the phone shows that it was ordered yesterday - a whole week after the original phone was sent by courier and signed for. We have not spoken to the phone company since. I have no intention of breaking any law, but I am interested as to where we stand legally and what exactly is required of me. I want to be sure that whatever action I take is properly recorded in case of further mix-ups.
0
Comments
-
Call them and tell them to come and collect it.One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
-
halibut2209 wrote: »Call them and tell them to come and collect it.
I'm just a little concerned that if I do that then they will pick it up but then not process the paperwork correctly and come back to me again looking for it. I would have no way of proving I returned it.
You might think no-one could be that incompetent, but then how did we end up with two phones in the first place? Can I require a courier to sign a document to prove it has been collected?0 -
Tell them you'll want a receipt on collectionOne important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
-
...Can I require a courier to sign a document to prove it has been collected?halibut2209 wrote: »Tell them you'll want a receipt on collection
Or produce one yourself and get the courier to sign for it.
Also, if the company are really that incompetent, I would WRITE a letter and send it recorded stating that the phone is a duplicate (i.e. 2 have been delivered) and you want to return one of them - and ensure they do not cut you off.
PS: "....but then how did we end up with two phones in the first place?" - mistakes do happen you know.“That old law about 'an eye for an eye' leaves everybody blind. The time is always right to do the right thing.”0 -
What worries me is that if I send the phone back it may not be properly processed and could come back to bite me. It seems from our dealings with them that the left hand does not know what the right hand is doing. It is not the first time we have had a whole saga to go through over a replacement phone.
Can anyone advise me how exactly I ought to handle this? The paperwork with the phone shows that it was ordered yesterday - a whole week after the original phone was sent by courier and signed for. We have not spoken to the phone company since. I have no intention of breaking any law, but I am interested as to where we stand legally and what exactly is required of me. I want to be sure that whatever action I take is properly recorded in case of further mix-ups.
I think what you are asking is whether you can lawfully keep it?
No you can't.0 -
Equaliser123 wrote: »I think what you are asking is whether you can lawfully keep it?
No you can't.
No, that wasn't what I was asking.0 -
-
I ended up having two phones sent once, it was their error. I phoned and phoned constantly for a week trying to get a problem sorted. Each time I spoke to a new employee it seemed that they were even worse at doing their job than the previous person. There were never any records of my calls so each time I spoke to someone it was as though I had to start from scratch. I kept both phones, as i said it was their error. There was no mention of a second phone on either invoice. I did keep the second one unused for a while incase they contacted me asking for it to be returned but they didn't. that was about 2 years ago now. I haven't lost any sleep over it.
I guess that makes me a law breaking, dishonest bad, bad, person. I'll get over it.
0 -
Bloomin_Freezing2 wrote: »I ended up having two phones sent once, it was their error. I phoned and phoned constantly for a week trying to get a problem sorted. Each time I spoke to a new employee it seemed that they were even worse at doing their job than the previous person. There were never any records of my calls so each time I spoke to someone it was as though I had to start from scratch. I kept both phones, as i said it was their error. There was no mention of a second phone on either invoice. I did keep the second one unused for a while incase they contacted me asking for it to be returned but they didn't. that was about 2 years ago now. I haven't lost any sleep over it.
I guess that makes me a law breaking, dishonest bad, bad, person. I'll get over it.
Thanks. It sounds like we may be talking about the same company, unless they are all just as bad. My husband has called them, but apparently it is a matter only a manager can deal with and we are now waiting for someone to call us back. I won't hold my breath.0 -
Equaliser123 wrote: »Hmmm. Then just phone them up, get a receipt and job done.
Hmmm? What are you implying?0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 351.7K Banking & Borrowing
- 253.4K Reduce Debt & Boost Income
- 454K Spending & Discounts
- 244.7K Work, Benefits & Business
- 600.1K Mortgages, Homes & Bills
- 177.3K Life & Family
- 258.4K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.2K Discuss & Feedback
- 37.6K Read-Only Boards