Google Play Store / TNT / C2000

benjaminwootton

These guys are absolutely appalling!

I ordered a Nexus 7 two weeks ago with a promised 3 day delivery. After 5 days it hadn't showed up.

Initially, the courier TNT claimed that it was not possible to deliver to the address I had supplied, even though the address was perfect.

After lots of chasing they agreed to attempt delivery. 2-3 days more pass with daily promises that it will be delivered with no sign of the device.

On Friday PM they finally admit it has been lost. They say I should now contract Google, and Google say I should now contact the courier.

Google are useless, they just raise tickets and promise to call me back within 24 hours, and after 5 days I'm still waiting for a single call back.

Neither of them are allowed to speak to each other as they have to work via a distributor, who also won't speak to me!

I have spoken to the bank but they are not being helpful at all and tell me to get some confirmations from the retailer or the delivery company, but neither of them will supply it.

This whole situations means that my nephew won't be getting a promised gift this christmas. I cannot afford to replace go out and buy another one and replace it, especially as I don't expect to ever see the money again.

If I ever see my device or my money again I will be amazed. Do not order from Google and this TNT combination, they are incompetent thieves who are completely hostile to their customers! Arghghg!!

ThumbRemote

In this situation you should be dealing with Google directly, not the courier. You paid the retailer, they subcontracted a courier to deliver to you.

Chase up whoever you paid and don't let it go. It's their job to sort it out.

dalesrider

benjaminwootton wrote: »

I have spoken to the bank but they are not being helpful at all and tell me to get some confirmations from the retailer or the delivery company, but neither of them will supply it.

This whole situations means that my nephew won't be getting a promised gift this christmas. I cannot afford to replace go out and buy another one and replace it, especially as I don't expect to ever see the money again. !!

I'm assuming you paid via either visa debit or credit card.
if so then 15 days after the debit date. Go back to bank ask for disputes department and get them to action a non reciept chargeback.
You do not need any proof at that point. Should be done over the phone (how we would) and you should have a credit back in a couple of day. Google then have 45 days to contest. They will have to prove delivery.

Only reason the bank want proof now is because any chargeback before 15 days requires proof.

agrinnall

It hasn't been delivered therefore you are still able to simply cancel using your DSR rights - you may not get your refund in time to buy one elsewhere before Christmas but at least you won't be out of pocket. I don't see any point in going down the chargeback route yet as you still have statutory rights that are far stronger than anything in the chargeback procedure.

dalesrider

agrinnall wrote: »

I don't see any point in going down the chargeback route yet as you still have statutory rights that are far stronger than anything in the chargeback procedure.

OK. I give you the 2 options.

So you cancel under your statutory rights. Who is going to fight your case to get a refund if the retailer refuses to respond.
Oh, I know you can send letter before action and take them to court if needed. But how long and how much work is involved?

Against Ring bank 15 days after debit. Get chargback actioned on call. On average 5 to 10 mins to get details. Credit back in account in 2 to 3 days.
OK google have 45 days to contest. Only way they can is to prove delivery (read have signed proof)

Now which do you think is the quickest and easist to get a resoultion :cool:

Also my option gets OP a refund before xmas to go and get one from a store = one happy nephew.
Or your version = one unhappy nephew and a annoyed person with a load of paperwork to do ????

CoolHotCold

You have no contract with TNT, however do a search for google imcompency (nice read on the xda forums)

Turns out google are pants at selling physical products (and returning them too)


A order or return that goes smoothly is the exception not the rule.

bod1467

Hmm. I ordered a Nexus 7 off the Play store last week (12th, evening). The order acceptance email says 3-5 business days for delivery ... today is Day 4 and the order status hasn't changed since I first placed it. :mad:

(Sorry for the hijack, OP).

shocky_2

As long as you can afford a temporary delay in getting your money, I would buy the product from elsewhere and send google a letter to their complaints department (and also an email) cancelling your order.

State that you are cancelling your order under the DSRs. Google are obliged to refund you within 30 days regardless of whether the product has been despatched or not. You will not accept delivery and if they do not pay in this time frame you will bring proceedings against them in the county court.

If they don't pay in 30 days then send them a copy of this correspondence and ask them to do a chargeback. They do not need confirmation from the retailer.

dalesrider

youngsolicitor wrote: »

If they don't pay in 30 days then send them a copy of this correspondence and ask them to do a chargeback. They do not need confirmation from the retailer.

Please if giving advice ensure it is correct.....

To do a visa chargeback for non reciept of refund. You need in effect a refund reciept.
This has to state.
Amount of refund
Date it was processed by retailer (has to be more than 15 days before can be actioned)
At least last 4 of card No.
And HAS TO BE PROVIDED BY RETAILER.

A copy of a email to the retailer stating you are cancelling under DSR is worthless and will get you no where with your card provider.
Banks/card providers DO NOT WORK under your legal rights. they work under Visa/mastercar/Amex regulations.

This is the whole point of my #5 post.
You either have a nice easy life by leaving it to your card provider. Or you spend your own time chasing a retailer through the courts....

shocky_2

dalesrider wrote: »

Please if giving advice ensure it is correct.....

To do a visa chargeback for non reciept of refund. You need in effect a refund reciept.
This has to state.
Amount of refund
Date it was processed by retailer (has to be more than 15 days before can be actioned)
At least last 4 of card No.
And HAS TO BE PROVIDED BY RETAILER.

A copy of a email to the retailer stating you are cancelling under DSR is worthless and will get you no where with your card provider.
Banks/card providers DO NOT WORK under your legal rights. they work under Visa/mastercar/Amex regulations.

This is the whole point of my #5 post

If the Op bought on a credit card, this is wrong. Section 75 makes the bank equally liable with the retailer, regardless of what the retailer says or does. I have previously done a successful section 75 with no response from the retailer, as have thousands of other people especially with insolvent entities who will never provide that kind of information - someone who bought from Comet or Woolworths is not going to have a refund slip.

If we are talking about the visa chargeback scheme for debit cards, I would be interested to hear the basis for what you are saying. I found Visa's "short guide" to chargeback and read their website - I don't see anything about needing a confirmation from the retailer. This would render the whole system pointless as you could effectively only ever do a chargeback with the retailer's consent, as you would be reliant on the retailer to provide the information, I know this is not the experience of the people I know that have used chargeback.

dalesrider

youngsolicitor wrote: »

If the Op bought on a credit card, this is wrong. Section 75 makes the bank equally liable with the retailer, regardless of what the retailer says or does. I have previously done a successful section 75 with no response from the retailer, as have thousands of other people especially with insolvent entities who will never provide that kind of information - someone who bought from Comet or Woolworths is not going to have a refund slip.

If we are talking about the visa chargeback scheme for debit cards, I would be interested to hear the basis for what you are saying. I found Visa's "short guide" to chargeback and read their website - I don't see anything about needing a confirmation from the retailer. This would render the whole system pointless as you could effectively only ever do a chargeback with the retailer's consent, as you would be reliant on the retailer to provide the information, I know this is not the experience of the people I know that have used chargeback.

OP says contacted bank. So from that would take it, it was a debit card. But as OP has never responded to answer this, what was used. As usual we are groping in the dark.

My basis is the fact I action visa chargbacks on a daily basis. Sadly consumers cannot get hold of the 5 volumes of the regulations, that state exactly what is required. Which is why you should always talk to your card provider about these matters.

On S75. As you have cancelled the order. It is the consumer who has breached the contract. Not the retailer.
Hence the only option is to get a refund reciept. And Yes. The basis on non reciept of refund is the retailer has not actioned the refund. So to prove this, you need something from the retailer saying they have done it.

Other than that it is upto you to chase the retailer through the courts.

I would be surprised if your card provider has actioned S75 on so many occasions. It is only ever used where there is no chargeback option.
Insolvent companies are delt with by non reciept chargebacks. Any funds are recovered from their merchant bank.
To take forward a S75 claim you have to prove breech of contract or missrepresentation. That is YOU... So you have to provide things like T/C etc.