Sent Nokia phone to Nokia for warranty repair - phone has gone missing in post

haeger1

Hello, I sent my Nokia to get warranty repaired as it's been less than 2 months and it stopped working, anyway, I set up the repair with Nokia and they have sent me the DHL shipping label. I packed it all up and sent it to them and they received it last Monday. Today I have received an email saying that the box they received never contained the phone.. only a usb cable. Now I am panicking because what the hell has happened? they said the box didn't look tampered with either... they asked me what the box looked like how and how I packaged it and I told them.. I've asked for photos of the box so I am waiting for them. 
They said they are investigating with DHL, but now my question is, what happens next? obviously I need my phone back!! I checked the tracking and the package has gone to about 4/5 different places and ended up in Hungary so god knows what has happened along the way.
Regardless, I am now stressing because the phone wasn't cheap.. what If I they don't help me?! surely it's down to Nokia to sort this out as they are the ones that supplied the shipping label?

Any help would be much appreciated.
Thanks

Aylesbury_Duck

The good news first: since the return was arranged by them, they are responsible for the security of the item during transit.  You have no contract with DHL so don't need to be dealing with them.

The bad news: it's going to be hard to prove you didn't send them the USB cable and not the phone, especially if their photos show an untampered with box.

I'd put the ball back in the warranty provider's court because the phone has gone missing in the care of their agent. 

haeger1

Thanks, I am still waiting for them to reply with pictures. I am at loss for words with this, first time anything like this has happened to me, very upse

haeger1

They have sent me the pictures back that I asked for, also, now sudden some rocks have appeared in the box? when they emailed they said that all that was inside was a usb cable and bubble wrap... what the hell is going on here?
Also, they said the box didn't look tampered with, well, when I sent them it, it definitely didn't look like this : (marked in red)




torn here?



So what the hell is going on here, I am extremely !!!!!! off over this... they still aren't any closer to helping me either.

haeger1

Looks to me that some one has ripped that bottom tape and slipped their filthy hand in there, that's my only logical explanation, but the rocks?!?!

Aylesbury_Duck

The rocks are there to make the parcel up to the expected weight.  That way, if/when the parcel is weighed at various points on its journey, nothing seems amiss.

Go back to Nokia, explain that it's obvious the parcel has been tampered with and that you expect a resolution.  Anything else is an implied accusation that you sent it like that.

haeger1

Absolute outrage this is, the phone doesn't work anyway so whoever has had it! *ck* you! absolute !!!!!!.

Aylesbury_Duck

haeger1 said:

Absolute outrage this is, the phone doesn't work anyway so whoever has had it! *ck* you! absolute !!!!!!.

Whoah!  All is not lost.  Channel that anger into determination to get a resolution.  Deal with Nokia calmly, factually and without emotion.  As I see it the onus is on them to prove you are the culprit - i.e. that you deliberately sent the rocks and cable in the box for your own gain.  They won't be able to do so, so their responsibility to you is to put you back into the position you were in before the phone went missing in the care of their agent.

haeger1

Thanks I appreciate it but it's difficult to maintain composure with things like this, I am deeply saddened and angry. There are some real snakes in this world.
We will see what they say.. thanks again.

Aylesbury_Duck

Some context might help here.  What's the value of the non-working phone you sent?  £50, maybe?  Not that that excuses theft of course, or means you shouldn't pursue it thoroughly, but it's not the end of the world and certainly not worth getting stressed and angry about.  Think of making the warranty company deal with it as a bit of sport.  It's a game you really ought to win.

haeger1

I know it's not the end of the world, it was the new Nokia 8.3 5g, only bought 2 months ago.. also it was used for work with dedicated apps on there for my job which has messed me up and had to source another phone and try to recover data, that's the main things I'm annoyed about.
But yeah it's not the end of the world, just untimely right now.
Hopefully they will look after me, thanks!