Sent Phone to LG Repair, They Lost It, Now they Claim it was Never Sent!

tom152

That's basically the long and short of it.

The phone was collected by DPD, a collection LG organised themselves, two months ago.

Evidently it never arrived at their repair centre (or so LG claim).

For the past 6 weeks or so I've been phoning virtually every day trying to get to the bottom if this. An impossible task as you never speak to the same person twice, and the people you do speak to don't have the seniority to give any precise details.

In the past couple of weeks I've received a catalogue of broken promises from LG. Virtually every day I have been told that a resolutions team would be contacting me either that day or the next to either replace my phone or reimburse me for it.

Suffice to say I never received a call back. On Friday afternoon I demanded to speak to the resolutions team, I was put through, and was informed that the senior guy looking into the case had concluded that the phone was never sent to begin with!

I would like to say I was shocked, but after the way I'd been treated over the past two months, after seeing the way they had broken promises to me day after day, week after week, this no longer seemed entirely out of character.

So I'm here today for advice. What are my next steps? Unfortunately I don't think I possess any proof that the phone was sent.

I signed for the package with DPD, but didn't receive a receipt. I have emails from DPD saying that they will be collecting the phone on such and such a day, but no email confirming the collected it.

On one of my earlier phone calls to LG, I was provided with a tracking number by a woman who informed me that she had spoken to DPD and that the phone was still in transit. How would she be able to get a tracking number if the phone was never sent?!?

Any help would be hugely appreciated.
Quick Reply Thanks 0

sparky93

did you keep the tracking number, i have used the lg repair and the lable sent to me to use had it on it. look at its status online dpd.

tom152

Hey.

I have got the tracking number. I've only just thought to check it and the status shows as

'Your parcel is on its way back to LG Electronics'

Surely this is proof that it was sent, and that whoever holds the blame for it going missing, it certainly isn't me?

pappa_golf

yes it is"!

who paid for the courier , you or did LG organise it?

sdduk

tom152 wrote: »

Hey.

I have got the tracking number. I've only just thought to check it and the status shows as

'Your parcel is on its way back to LG Electronics'

Surely this is proof that it was sent, and that whoever holds the blame for it going missing, it certainly isn't me?

Sounds like its not been delivered by DPD, collection you might be better of going to them for the answers why its not been delivered yet.
Normally you would get a text or email saying its been returned

pappa_golf

if LG paid for the courier , then they are responsible for its lose , if the OP paid then HE will have to claim from DPD

tom152

pappa_golf wrote: »

if LG paid for the courier , then they are responsible for its lose , if the OP paid then HE will have to claim from DPD

Yep, everything was paid for and organised by LG.

pappa_golf

ok , once collected from you , its LGs responsibility , they will have to replace it and claim from DPD

the contract to deliver was between DPD and LG , you have no say in the matter

a sensible person at LG would have checked to see if it had arrived , a muppet would just read a script