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

haeger1

Even though they supplied the shipping label? surely they are liable regardless of their terms?

haeger1

Any help please because I am stressing over this  

jweb2k

haeger1 said:

Even though they supplied the shipping label? surely they are liable regardless of their terms?

Just on this one, the terms are important here - when mobile phone "recycling" companies offer to pay for your phone and send you the packaging and labeling, they're very clear that there's no insurance cover for loss and you need to pay for special delivery if you want to insure for loss (and recommend doing so). You may have received similar terms from Nokia's repair company, worth checking. 

haeger1

jweb2k said:

haeger1 said:

Even though they supplied the shipping label? surely they are liable regardless of their terms?

Just on this one, the terms are important here - when mobile phone "recycling" companies offer to pay for your phone and send you the packaging and labeling, they're very clear that there's no insurance cover for loss and you need to pay for special delivery if you want to insure for loss (and recommend doing so). You may have received similar terms from Nokia's repair company, worth checking. 

But this isn't recylcing, they supplied me with a pre paid shipping label for DHL to send the phone back to them for repair.. they must be liable under some UK law as it's their responsibility to make sure it arrives properly.

2021BJ

haeger1 said:

jweb2k said:

haeger1 said:

Even though they supplied the shipping label? surely they are liable regardless of their terms?

Just on this one, the terms are important here - when mobile phone "recycling" companies offer to pay for your phone and send you the packaging and labeling, they're very clear that there's no insurance cover for loss and you need to pay for special delivery if you want to insure for loss (and recommend doing so). You may have received similar terms from Nokia's repair company, worth checking. 

But this isn't recylcing, they supplied me with a pre paid shipping label for DHL to send the phone back to them for repair.. they must be liable under some UK law as it's their responsibility to make sure it arrives properly.

Mobile phone recycling isn't recycling either.

haeger1

So I'm basically screwed then? GREAT! what an absolute joke.

Aylesbury_Duck

What happened to the letter before action?  If you sent it and they declined to do anything, you need to follow through and take them to court.  No point standing there with a gun if all you've got is a flag with BANG on it.

washingclip5

haeger1 said:

So I'm basically screwed then? GREAT! what an absolute joke.

Stop complaining and get on with the tasks at hand. 

People have offered advice, send the letter. 

If it’s to no avail, take them to court. 

Of course it’s frustrating - it’s the way life goes sometimes. 

haeger1

Aylesbury_Duck said:

What happened to the letter before action?  If you sent it and they declined to do anything, you need to follow through and take them to court.  No point standing there with a gun if all you've got is a flag with BANG on it.

As above they replied with this to LBA:,

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

haeger1

They telling me to claim with DHL to raise investigation or make a police report how is that going to solve anything. They need to do this not me as the contract lies with them and DHL and they supplied the shipping label...

Guess it's a small claims court then...

What is my best to do this? Thanks