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

sgun

Bit of a curveball here but those rocks do not look like rocks that are easily found in the UK. Basalt looking and the more rounded one definitely looks like it might be larva formed. Where do you live? Surely if you put rocks in the box they would be ones that you could pick up easily. Obviousy if you are in Edinburgh or somewhere similar this doesn't prove anything but I wouldn't be able to just go out and pick up those sorts of rocks where I live and neither would most people in the UK.

Aylesbury_Duck

sgun said:

Bit of a curveball here but those rocks do not look like rocks that are easily found in the UK. Basalt looking and the more rounded one definitely looks like it might be larva formed. Where do you live? Surely if you put rocks in the box they would be ones that you could pick up easily. Obviousy if you are in Edinburgh or somewhere similar this doesn't prove anything but I wouldn't be able to just go out and pick up those sorts of rocks where I live and neither would most people in the UK.

Looks like just ordinary hardcore/rubble/builders' waste to me, rather than naturally occurring rocks.

haeger1

Just an update: Nokia still aren't helping me, they keep saying "case has bene esclated, please wait" daily they are saying this, they said DHL are investigating but surely it doesn't take this long? I asked nokia for direct number to contact the superiors but they won't help, live chat keep telling me the same thing, I'm getting seriously frustrated now, another week without any developement! there must be something I can do??

haeger1

Whatl legal action can I take here? small claims court? citizens advice? I need some help and they are not playing ball..

Thanks

JJ_Egan

Legal action   is  send an LBA  letter before action/ claim threatening small court ( google for templates).

Claim against Nokia .

haeger1

I have already said that today via email, I'll see what they say.

Thanks

haeger1

If I write a proper template, what act can I write in the letter? consumer contractsregulations or what? 

JJ_Egan

Google for templates  .

Post letter .

Consumer Rights Act .

haeger1

Done, cheers.

haeger1

They replied with:

Thank you for your e-mail.

We would like to inform you that DHL is still in the process of investigating the case, and for the moment we haven't received any updates. 

​We understand you would like to receive a refund or a replacement. Please note, that we cannot issue a refund for the phone purchased, as we are not the seller. 

On the other hand, we regret to confirm a replacement device cannot be offered on this instance. As explained in the Online Repair Service Terms and Conditions, which you agreed with when submitting the repair order, HMD is not liable of any loss, costs or damages that may arise when using the shipping service offered, both in the case these are due to your actions, or the actions of the provider of the logistics service. 

We appreciate this may not be a favorable outcome for you. Being the owner of the device, you should contact DHL to raise an investigation, explaining the phone was no longer in the parcel once arrived at the receiver facilities.

​

Once the device is declared as lost, or stolen, we advise you to contact the local police to raise a formal claim and investigation. 

​

​As soon as we receive feedback from DHL, we will contact you.

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What are my options now?