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

Diamandis

Just go to money claims online and follow the instructions. 

Aylesbury_Duck

haeger1 said:

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

Well you have a choice.  Either accept the delay or take them to court.  Having sent the letter, I know what I'd do.

cymruchris

Aylesbury_Duck said:

haeger1 said:

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

Well you have a choice.  Either accept the delay or take them to court.  Having sent the letter, I know what I'd do.

I would do the same - I know what I'd do too. 

haeger1

I have been unable to continue with this as recently had a bereavement in my close family, anyway, they replied to me saying:

Thank you for your e-mails.

​

We regret to inform you DHL has confirmed all searches are negative within their network, therefore the parcel has to be declared lost.

Please note we have a dedicated DHL network intended for businesses only, who is taking care of running investigations internally through their own channels, which is the reason why the DHL support you referred to was not aware of the case. 

Could you please let us know if you have opened a claim with DHL too?

-------------

It's not down to me to make a claim with DHL, I've informed them of this, they need to do it, I am next going to small claims court as this is getting beyond a joke now.