Laptop gone missing on return to Dell

tightauldgit

arsenalboy said:

tightauldgit said:

So they've had it 3 working days? I wouldn't be going full scale loco just yet. 

No the problem is they are saying it has not been received even though all the tracking confirms they have. That is why I am asking what my options are. Not sure how to proceed as I am hitting a brick wall?

Someone somewhere in a warehouse has received it from the courier. That doesn't mean it's been processed into their own systems yet. I also assume they will want to check it before they refund to confirm you've sent back a laptop and not a box of sausages. Your best option is to sit tight and wait - I'd say for at least another week before you start thinking about escalating.

born_again

arsenalboy said:

I purchased an £800 laptop online direct from Dell.

Upon receipt decided the laptop was not what I wanted and returned it under 14 day distance selling rule.

Dell appointed DPD for the return and I received DPD return labels with a Dell  logo and return address and a parcel number on the label.

Took it to a DPD drop off point and got a receipt with a tracking code.

A couple of days later I got an email from DPD, on behalf of Dell, saying that the laptop was back with Dell. A link in the email gave the name of an individual who signed for it and the exact time it was signed for, it also confirmed the delivery address.

No problems I thought until I realised  my online account with Dell was showing it still to be received.

I have been in contact with Dell on 5 occasions over the last week but they say it has not been returned. I have provided them with all the evidence but all they keep telling me is they are in contact with DPD.

I have since discovered that the return name and address is a logistics company acting on behalf of Dell.

I want to understand my rights before I push it further with Dell.

If I have returned it to the address on the Dell return label, and have received confirmation that it was delivered there, then presumably if it has been “lost” or gone “walkies”, then this is an issue between Dell and its logistics company and I should not be dragged into it?

Would welcome views on this please.

 

No dates mentioned on actual return & received date.
If logistic co have got it back, then it may take a few days for them to update Dell they have the laptop. Especially if they are running any checks on it.
bank holiday might delay this as well.

You will have to wait for Dell to do their investigation with DPD, which again will be delayed by bank holiday.

arsenalboy

Two emails received today from Dell.

The first said they had been in contact with DPD and the tracking information provided to me was incorrect and the laptop hasnt been returned and therefore they cannot progress investigations any further.

The second email, an hour later from the same person, said they had received the laptop and where in the process of arranging the refund.

Not sure whether the author of the two emails even realised they were connected.

Manxman_in_exile

An example of the right hand not knowing what the right hand is doing...

Grumpy_chap

arsenalboy said:

Two emails received today from Dell.

The first said they had been in contact with DPD and the tracking information provided to me was incorrect and the laptop hasnt been returned and therefore they cannot progress investigations any further.

The second email, an hour later from the same person, said they had received the laptop and where in the process of arranging the refund.

Not sure whether the author of the two emails even realised they were connected.

Manxman_in_exile said:

An example of the right hand not knowing what the right hand is doing...

Probably not - these things are messages landing in a call centre type operation. 
The individual picking up the message processes it purely on the basis of the content within, any actions are as brief as possible to provide a response and close.
There is no guarantee that the two e-mails were from the same person - perhaps all messages from the team are sent in the name of the same person (Teamleader or whatever).