Returned Goods being Damaged in the Return Delivery

Sausagedog3

Hi, Looking for some advice please!
I recently purchased a product (a dehumifier) online which arrived to me in good condition and was working all OK. I had it running for 2weeks when it developed a grinding noise. I contacted the manufacturer who confirmed it shouldn't make that noise and as the item was less than 30days old, I should return to the retailer I purchased it from for exchange.
I contacted the retailer who was very helpful and sent me a DPD return label. I didn't keep the original packaging so carefully packaged the item and took it to a DPD drop shop.
When it left me, it was fully working apart from the grinding noise.
The package sat at the DPD drop shop for 4 days and then a DPD warehouse for 3 days before finally reaching the retailer (by DPD's tracking details). 
The retailer informed me when they opened the box, the product had a large crack in the back and was not working at all (they did admit it had been well packed).
I did not take pictures of the unit before I shipped. From my perspective this damage could only have occured during shipping back to the retailer. The retailer said they cannot make a claim to DPD as no pictures exist proving the unit was free from this new damage prior to shipping.
I believe I took reasonable care to ensure the product was packed suitably for return. I don't want either myself or the retailer to be out of pocket thanks to transport damage - but looks like there's no come back to DPD
I would like some advice, what my position might be in this situation? Can I expect a new unit?
 

Sandtree

Its not clear if they are alleging you damaged it and then returned it as faulty or they accept that it was damaged in transit? 

If its the latter then its their problem as they arranged the courier and I assume didnt instruct you to take a photo before sending it.

Spank

Was the packaging damaged when it got to them?

Sausagedog3

I agree -  at this point, its not clear if the Retailer is alleging I damaged it or they accept its shipping damage. I did report the grinding noise as soon as it happened to both the Retailer and the manufacturer and said in all other aspects the unit is performing very well.

They claim there was no packaging damage - but haven't shown any pictures of the packaging on receipt.
They did note that the unit was packaged extremly well for return.
Its a fairly heavy unit with a very odd centre of gravity....I've no doubt it's been dropped during the 7days stuck at the DPD drop shop or DPD warehouse.....but impossible to prove!

The Retailer told me they can't claim to DPD as no "condition before shipping" pictures were taken...but then again, as you say - I wasn't asked to provide any.
It's rather a stalemate....
My position - it was working fine (apart from the grinding noise) - it got further damaged either in transit OR at receipt by the Retailer and now no longer works at all.
The retailer says - It got damaged in transit OR the extra damage was done by me and I've tried to hide behind the "grinding noise" report
DPD would say "Customer broke it before dropping off" 

If i'd have known this was going to happen i'd have happily kept the working unit and tolerated the grinding noise until such time that it no longer work at all!

I believe the retailer has now shipped the unit back to the manufacturer - with the aim of trying to establish the cause of the grinding noise - if they accept there is a grinding noise, clearly the unit was faulty before the additional damage got done and I should get a replacement. Fingers crossed huh :-)
What a mess! Any further thoughts, gratefully received!

finalfantasist

Sausagedog3 said:

I agree -  at this point, its not clear if the Retailer is alleging I damaged it or they accept its shipping damage. I did report the grinding noise as soon as it happened to both the Retailer and the manufacturer and said in all other aspects the unit is performing very well.

They claim there was no packaging damage - but haven't shown any pictures of the packaging on receipt.
They did note that the unit was packaged extremly well for return.
Its a fairly heavy unit with a very odd centre of gravity....I've no doubt it's been dropped during the 7days stuck at the DPD drop shop or DPD warehouse.....but impossible to prove!

The Retailer told me they can't claim to DPD as no "condition before shipping" pictures were taken...but then again, as you say - I wasn't asked to provide any.

I'd go back to the retailer and tell them that whether they can claim off DPD or not is not your issue, that's between them and DPD.  Although I'd perhaps wait and see what they come back with regarding the fault first.

mikb

Sausagedog3 said:

I've no doubt it's been dropped during the 7days stuck at the DPD drop shop

Do you think they've maybe taken their job title a little too literally?