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Missing phone in delivery

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Missing phone in delivery

30 replies 1.5K views
Hi.  I ordered a phone and smart watch from Xiaomi UK , it was delivered by DPD and signed for by my wife, but she had noted later that not all the tape was intact, around the box.  I vaguely remember thinking the box wasn't totally secure as I opened it, but thought nothing of it.  All that was in the box was the smart watch, the phone is missing.  I immediately rang customer services who sent the following email instructions:  My question is, is this standard, should't they just block the phone, send me a new one and claim off the courier or whatever they do, I am not convinced I should be bothering my local police when the "crime" might have happened anywhere between here and mainland China
______________________________

Dear Madam/Sir,
Greetings from Xiaomi
Thank you for contacting us, we appreciate that you have ordered thru our official website and we would like to apologize for the inconvenience. We would to ask for the following documents below to have it escalated to our logistics team
-Valid ID
-Signed Statement
-Police Report
Once we received the documents we assure that we’ll do our best to get a refund for the item within 10 business days.
If there’s anything else regarding else besides this concern please don’t hesitate to contact us back.
Best Regards,            
Xiaomi Customer Support United Kingdom
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Replies

  • Michael74Michael74 Forumite
    52 posts
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    I have since had a second more detailed email asking me to go to the Met Police and submit lost item report.... 
  • JJ_EganJJ_Egan Forumite
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    <My question is, is this standard, should't they just block the phone, send me a new one and claim off the courier or whatever they do, >

    NO especially as it has been delivered and signed for .
    As you say between China and your home .
  • edited 10 February at 1:00PM
    Michael74Michael74 Forumite
    52 posts
    Fifth Anniversary 10 Posts
    edited 10 February at 1:00PM
    JJ_Egan said:
    <My question is, is this standard, should't they just block the phone, send me a new one and claim off the courier or whatever they do, >

    NO especially as it has been delivered and signed for .
    As you say between China and your home .
    Thanks for the constructive reply, considering there was no tamper proof tape (as is quite normal on high value items) are you suggesting its ALL my fault and responsibility?  
    Anyway I have since looked on Trust Pilot and this is a common theme of items being "lost" in transit for this company....  I have filed a police report and provided the information requested to the company.  By all accounts they will end up refunding, but they can take a while...
  • JJ_EganJJ_Egan Forumite
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    (re you suggesting its ALL my fault and responsibility?  )

    No all i am saying is that it makes it more difficult when its been signed for\t your home  .
    Tamper proof tape sometimes sometimes not .

  • camelot1971camelot1971 Forumite
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    Michael74 said:
    JJ_Egan said:
    <My question is, is this standard, should't they just block the phone, send me a new one and claim off the courier or whatever they do, >

    NO especially as it has been delivered and signed for .
    As you say between China and your home .
    Thanks for the constructive reply, considering there was no tamper proof tape (as is quite normal on high value items) are you suggesting its ALL my fault and responsibility?  
    Anyway I have since looked on Trust Pilot and this is a common theme of items being "lost" in transit for this company....  I have filed a police report and provided the information requested to the company.  By all accounts they will end up refunding, but they can take a while...
    Sadly, it's also quite a common theme for people to "claim" the phone was missing so they can get a free phone. 
  • mattyprice4004mattyprice4004 Forumite
    4.7K posts
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    Yep, lots of scammers out there - it's too easy to say 'nope, there's no phone here guv'. 
    Sending people to the Police is a good deterrent - if you've nothing to hide, you've nothing to fear. 
  • Michael74Michael74 Forumite
    52 posts
    Fifth Anniversary 10 Posts
    Indeed, scammers apleanty, but this with company it seems like a regular occurrence.... thats why I thought they would just block the phone via the IME number (I assume they have) and send another, anywho I have jumped through the hoops....
  • Manxman_in_exileManxman_in_exile Forumite
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    Are they a UK company?
  • davidmcndavidmcn Forumite
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    Are they a UK company?
    Seem to be according to their website:
    XIAOMI TECHNOLOGY UK LIMITED Registration number: 11447538 Address: Part Ground Floor, North Wing, 100 Brook Drive, Green Park, Reading
    though directors/shareholders appear to be all in China.
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