My John Lewis laptop saga

visidigi

R_Parr wrote: »

Hi Guys,

Carrot007 - Thanks for your reply. This is what I thought, I contacted CollectPlus and they informed me that the weight for items under 10kg (I think it was 10) are not recorded. Which is rediculous really.

That may be the next step I'll have to take.

UnholyAngel - Yes they did. They provided a sticky label of returns methods.

Does anyone have another solution?

Take a step back for a second - for CollectPlus to know if the weight is to be recorded they would have to weigh it.

So they have to have some idea off its weight - additionally for dimensional calcs they would size the package to.

I would be VERY surprised if Collect Plus has no record of the shipment weight, its logistics etc.

shaun_from_Africa

As all vehicles have a maximum weight that they can carry (something that is strictly enforced when it comes to commercial vehicles), I would have thought that there must have been some sort of weight recorded for the loading manifest before the package was put into the collection van.

neilmcl

visidigi wrote: »

Take a step back for a second - for CollectPlus to know if the weight is to be recorded they would have to weigh it.

So they have to have some idea off its weight - additionally for dimensional calcs they would size the package to.

I would be VERY surprised if Collect Plus has no record of the shipment weight, its logistics etc.

I've never noticed any Collect+ delivery point weighing parcels. They scan it yes but I don't see them checking the weight, they may do it later but not in front of the customer.

oldagetraveller

"We reserve the right to charge a surcharge if the size and weight of the Parcel exceed the size and weight stipulated in Your Order and we reserve the right to retain the Parcel until such surcharge has been paid.

parcels must not weigh more than 10 kilograms nor exceed dimensions of 50 centimetres x 50 centimetres x 60 centimetres.

1. We reserve the right to reject a Parcel at the Relevant Collection Point if the Parcel exceeds the weight or dimensions stated here or there is not a valid Label attached."

The weight must be checked somewhere in the chain. Not necessarily recorded though. I'm sure they would love to make a surcharge for excessive weight.
There are also three pricing bands dependent on weight.
I doubt a laptop would fall within the "heavy" 5 - 10kg range.

bris

The courier business revolves around dimensions and weights and 10kg is a heavy load so to say they do not record weights under that is just plain wrong.


Now I didn't say the OP thinks JL are trying to scam him/her but the fact remains I believe if they say they got an empty box then whoever opened it will have proof and will have got witnesses to this.


About the weight, it really makes no difference either, a scam that used to go about and possibly still does is by sending bricks or something similar in weight to the item in it's place. This was a well known Ebay scam to support chargebacks, or even to prove delivery of laptops etc.


Again I am not accusing the OP of anything but something somewhere has gone wrong and to say sue JL is just plain wrong as I cant see it having a cat in hells chance of winning if it was defended. There is a lot that can happen in between a collect + newsagents and the final place of delivery.

Fosterdog

Just throwing it out there, but maybe there wasn't a laptop in the box when it arrived with OP. As it wasn't opened but returned without checking maybe something had happened prior to delivery. Still not OPs fault but a possibility.

shaun_from_Africa

Fosterdog wrote: »

Just throwing it out there, but maybe there wasn't a laptop in the box when it arrived with OP. As it wasn't opened but returned without checking maybe something had happened prior to delivery. Still not OPs fault but a possibility.

That's actually a very good point.
As the laptop in question was close to £1400, I would assume that it's something like one of the modern touchscreen ones and many of these are extremely light so if it was missing when delivered, it may well not have been noticed.

OP, did John Lewis say if the laptop was missing from its manufacturers box or if the entire laptop box was missing from the outer packaging?

unholyangel

bris wrote: »

About the weight, it really makes no difference either, a scam that used to go about and possibly still does is by sending bricks or something similar in weight to the item in it's place. This was a well known Ebay scam to support chargebacks, or even to prove delivery of laptops etc.


Again I am not accusing the OP of anything but something somewhere has gone wrong and to say sue JL is just plain wrong as I cant see it having a cat in hells chance of winning if it was defended. There is a lot that can happen in between a collect + newsagents and the final place of delivery.

While the weight might make no difference had JL received bricks to the same weight of the laptop, in OP's case they have received an empty box - so if they had weighed it, it wouldve been evident that OP had returned an empty box or that OP had returned the goods and they had subsequently went missing. Unless you're alleging the OP returned bricks and that someone stole the bricks?

As for the part in bold, anything that happens between the collect+ drop off and JL receiving the goods back is JL's liability so I'm not sure you're making the point you intended by saying that.

George_Michael

I would have assumed that JL would know the serial number of the computer in question and from this they should also be able to find out the operating system ID and whether or not this has been activated or used.
It might be worth asking this question and seeing how they reply.

visidigi

neilmcl wrote: »

I've never noticed any Collect+ delivery point weighing parcels. They scan it yes but I don't see them checking the weight, they may do it later but not in front of the customer.

I didn't mean in store I meant in transit.

They have a reading, if they share it you know if it was empty before it got to the hub or after its left the hub.