DPD delivered two iPhone 13 to the wrong address - phones are not there

Ergates

smashinglynaive said:

lisyloo said:

born_again said:

Which do not cover non receipt of goods. If the OP does that they risk a charge by retailer for a failed DD.

This is also a phone contract by the sounds of it. So even though the phone may not have been received. The service will be provided.

Re: non receipt of goods.
so are u saying that if DD is the payment method an the contracted party does not fulfil their end of the bargain you have to pay and make recovery through the civil courts?

can you use the dd guarantee retrospectively after the 30 days?

how is a service provided without essential equipment?
or you mean the delivery will be fixed? (It probably will but not sure how you can guarantee itj).

How are SIM-only plans provided then?  What about landlines?  I don't recall ever being offered a phone alongside my landline service.  In times gone by it was quite commonplace (in fact pretty much a guarantee) that internet services did not come with the equipment to connect to the service.  Does my gas provider not actually provide me with a service if I don't have any gas-using equipment in the house? It's not unusual for a service to be provided without the equipment to use it with and I don't think it's a particularly valid argument that no equipment = no service.

If the service requires equipment to use and the contract includes the supply of that equipment then you can argue than no equipment = no service. 

E.g. a SIM only contract would still require a SIM.  If the shop failed to supply you with a SIM then you could argue that the service hasn't started (as they've not enabled you to use it).  (This is obviously different when you switch to a sim only contract wtih your current supplier after reaching the end of your old contract - as you'd already have the sim.)

Similarly, if you entered into a contract for broadband that included the equipment necessary to use the broadband, I would not expect to start paying for the service until the equipment arrived.  (Again, this would be different if the contract stated "you'll need to supply your own equipment")

Gas is a metered service, so that doesn't really work as an example.

DGDG

The whole circus has really gotten out of hand now. After being promise all kinds of things, they now say they are actually unable to do anything before they locate the phones. No deadline offered so this could probably go on indefinitely in their opinion.

once they find the phones, guess what happens then: they will cancel our contract, and we are then welcome to go back to their store to start the whole process from scratch. They won’t redeliver the phones or send us new ones. But at the same time we are not free to cancel our contracts before they locate their phones! 

We are customers since six years. Unbelievable handling of this situation.

Anyways we escalated the complaint and have soon gone through their internal complaints procedure without a resolution so we will consider what the next steps are. 

DGDG

And now they say that we have to wait up to ten calendar days for the customer relations team to call us back, in order for the internal complaints procedure to be exhausted. Nothing happens before then. 

Just to make things very clear, both Vodafone and I can see that dpd is about to return the phones to Vodafone. But they won’t release us from the contract, issue a compensation, or send new phones until they get the phones back. If dpd fails to deliver or if any delay is caused, the risk seems to rest entirely with us. 

Ergates

So, presumably you're still paying for the contract?   And the contract includes the price of the phones?   And they've not delivered the phones to you?   So they're charging you for a product they've failed to deliver?

DGDG

Correct. They just won’t release us from the contract until they have the phones, and have checked them for damage etc.

according to Vodafone, the only thing they can offer is a cancellation of our contract once the phones have been delivered and checked fir damages. There is no other possible outcome. 

 I wonder what would happen if dpd fails to deliver them back to Vodafone, or the phones are actually damaged… nightmare 

DGDG

Once the contract has been cancelled they will look at compensating us for the payments we have made. Until then the direct debit will remain in place 

Ergates

Given you've never had the phones, what are they checking them for damage for?  If they are damaged they could hardly hold you accountable.

born_again

You can understand why Vodafone come bottom of the customer service lists.

DGDG

Ergates said:

Given you've never had the phones, what are they checking them for damage for?  If they are damaged they could hardly hold you accountable.

I suppose they could be damaged in transit. Initially we were promised that the phones would be redelivered once they had been checked but now they say that’s not going to happen, as their system won’t allow it, or some such.

it is clear that absolutely none of the many Vodafone employees we have spoken with has anything at stake on a personal level, there seems to be zero personal accountability within their organisation as nobody has been interested in finding a reasonable solution, or at least avoiding a completely ridiculous outcome. 

We speak to a team leader who promises a follow up and a delivery date; the next person we speak with says the previous one would not have been authorised to promise this and tells us - on their taped line - that their colleague lied to us, and so on. At this point we have accepted that we won’t see the end of this saga for quite some time yet, and also that unless we keep chasing them we will keep paying for these phones until the contract runs out.

Ergates

DGDG said:

Ergates said:

Given you've never had the phones, what are they checking them for damage for?  If they are damaged they could hardly hold you accountable.

I suppose they could be damaged in transit. Initially we were promised that the phones would be redelivered once they had been checked but now they say that’s not going to happen, as their system won’t allow it, or some such.

it is clear that absolutely none of the many Vodafone employees we have spoken with has anything at stake on a personal level, there seems to be zero personal accountability within their organisation as nobody has been interested in finding a reasonable solution, or at least avoiding a completely ridiculous outcome. 

We speak to a team leader who promises a follow up and a delivery date; the next person we speak with says the previous one would not have been authorised to promise this and tells us - on their taped line - that their colleague lied to us, and so on. At this point we have accepted that we won’t see the end of this saga for quite some time yet, and also that unless we keep chasing them we will keep paying for these phones until the contract runs out.

Yes, they could have been damaged in transit - but Vodafone remain entirely responsible for the "wellbeing" of the phones until they come into your possession, and they haven't come into your possession.  Therefore the current condition of the phones is utterly irrelevant to whether or not they can cancel your contract because you are not, and have never been, responsible for the phones.