Sent device back to Microsoft for repair, service center received an empty box

affinitysavanna

Hello
Ok so I sent my Surface book back to Microsoft to be repaired under warranty, they received the device at the service center on the 25th of May, I contacted them at the end of last week to find out what was happened, they informed me that the service center received an empty box, so obviously at this point I am starting to panic, they then told me to wait 48 hours for an investigation with UPS. No one has contacted me back since then so I contacted them yesterday and they said that investigation was over and that they received a box with coals in it!!!?? someone has obviously tampered with my package here. I am extremely frustrated now, Microsoft asked me to send them the proof of purchase which I have done, now they are saying I need to speak to the authorities as there is nothing else they can do?? they are the ones who supplied me with the shipping label though so surely it's down to them to make the claim? they told me to file a report with UPS and speak to authorities, please help I am at my wits end with this

Regards

pbartlett

if you had paid return postage things would be different but since the courier was instructed and paid for by ms then it is they who have the contract with the courier.

that being so, your return is complete once you hand it to the courier. 

ms (not you) have been the victim of a crime and you have no responsibility in that

ms may of course say that when you handed it to the courier it had coals in it, so in the end unless they come around to your way of thinking you will have to issue small claims court against them The judge will decide the matter on the balance of probability.

macman

Above poster is correct. You have no contract with UPS, only the retailer does. Compo for theft of the package is between them and UPS: All you need to do is prove that you handed the package over to UPS, which obviously you can.

affinitysavanna

pbartlett said:

if you had paid return postage things would be different but since the courier was instructed and paid for by ms then it is they who have the contract with the courier.

that being so, your return is complete once you hand it to the courier. 

ms (not you) have been the victim of a crime and you have no responsibility in that

ms may of course say that when you handed it to the courier it had coals in it, so in the end unless they come around to your way of thinking you will have to issue small claims court against them The judge will decide the matter on the balance of probability.

Thank you for the reply, is there any website in the UK I can show to Microsoft regarding the postage stuff? that it's down to them to sort out? consumer regulations or something?

I can not believe this is happening, I only purchased the device at the beginning of this year too.

Regards

affinitysavanna

macman said:

Above poster is correct. You have no contract with UPS, only the retailer does. Compo for theft of the package is between them and UPS: All you need to do is prove that you handed the package over to UPS, which obviously you can.

The thing is also, Ms asked me for proof that I sent the package, but when I dropped it off to the UPS access point they never gave me a receipt, I phoned the shop yesterday and they informed me that they don't give receipts, just a text message to confirm they have it, but I also never received that either... the UPS access point is a Indian mini market near me. I spoke to them on the phone and there is nothing they can do for me there, but obviously the tracking number and everything is correct as it was on the returns labels and ups says it was delivered on the 25th.

user1977

If the tracking number from the label Microsoft sent to you shows it going through UPS's system then obviously you dropped off the parcel.

affinitysavanna

user1977 said:

If the tracking number from the label Microsoft sent to you shows it going through UPS's system then obviously you dropped off the parcel.

Exactly what I thought, thanks I will speak to them again and inform them of this and see what they say.

visidigi

affinitysavanna said:

user1977 said:

If the tracking number from the label Microsoft sent to you shows it going through UPS's system then obviously you dropped off the parcel.

Exactly what I thought, thanks I will speak to them again and inform them of this and see what they say.

Problem is (and I am NOT saying you did) but how do you prove what you didn't drop off wasn't coal.

Has UPS approached the pickup store for proof (CCTV) of the transaction and secure storage of the package pending collection?

Was the package collected from the store in reasonable time (UPS tracking should show....)
Does UPS's weight measurement into the network reflect the weight of the item delivered to the service center?

These are some of the questions I would be asking MS to confirm with UPS. Its up to UPS to prove to MS that they didn't tamper with the goods after you successfully handed over the parcel.

affinitysavanna

visidigi said:

affinitysavanna said:

user1977 said:

If the tracking number from the label Microsoft sent to you shows it going through UPS's system then obviously you dropped off the parcel.

Exactly what I thought, thanks I will speak to them again and inform them of this and see what they say.

Problem is (and I am NOT saying you did) but how do you prove what you didn't drop off wasn't coal.

Has UPS approached the pickup store for proof (CCTV) of the transaction and secure storage of the package pending collection?

Was the package collected from the store in reasonable time (UPS tracking should show....)
Does UPS's weight measurement into the network reflect the weight of the item delivered to the service center?

These are some of the questions I would be asking MS to confirm with UPS. Its up to UPS to prove to MS that they didn't tamper with the goods after you successfully handed over the parcel.

The thing is at first Ms said they didn't receive the package, then all of a sudden yesterday they told me that they received a box of coal, so they have changed their story now? and I have no idea if UPS has done any of that, MS have just told me that they received a box of coal and that I need to speak to the authorities and claim with UPS....

Aylesbury_Duck

There are always a few dishonest people about.  See here for example:

https://forums.moneysavingexpert.com/discussion/6272502/john-lewis-5yr-warranty-help-can-i-keep-old-tv/p1

Hope you get it sorted.

affinitysavanna

Aylesbury_Duck said:

There are always a few dishonest people about.  See here for example:

https://forums.moneysavingexpert.com/discussion/6272502/john-lewis-5yr-warranty-help-can-i-keep-old-tv/p1

Hope you get it sorted.

I understand that, but there is nothing dishonest about this. The worst thing is that I need the device for work too and I have missed deadlines due to it, I only purchased it at the beginning of this year and it wasn't cheap! I will never buy another Microsoft product again at this rate. Absolute joke...