Missing Laptop - DPD & Asus

55biscuit_tin

A few months ago I bought a new Asus laptop. Within 6 weeks or so, it developed a fault (the ability to connect to Wifi just disappeared) and I contacted Asus to return the laptop. They gave me the instructions on what to do and arranged for DPD to collect the laptop. 

After a couple of weeks I contacted asking for an update to the repairs on my laptop. With the slow email responses (it seems as though it's a global customer service team a long way from their Uk repair centre) it took several weeks for me to find out that they didn't even have the laptop. 

I then spent several weeks fruitlessly trying to get them to investigate what happened to the laptop. Asus said the visual receipt DPD gave me was not compliant so they couldn't explore it further (they haven't even contacted DPD despite me asking numerous times) - when I asked DPD to help find it, they said that the item was delivered but they don't have a record of the receipt proving Asus have the laptop. 

Doing a bit of googling I found a similar incident from someone else recently on their UK Trust Pilot page. Which is an utter car crash.

I want to take this further (ombudsman? Police?) but don't really know where to start. Can anyone point me in the right direction to try and get a resolution?

Alderbank

55biscuit_tin said:

A few months ago I bought a new Asus laptop. Within 6 weeks or so, it developed a fault (the ability to connect to Wifi just disappeared) and I contacted Asus to return the laptop. They gave me the instructions on what to do and arranged for DPD to collect the laptop. 

After a couple of weeks I contacted asking for an update to the repairs on my laptop. With the slow email responses (it seems as though it's a global customer service team a long way from their Uk repair centre) it took several weeks for me to find out that they didn't even have the laptop. 

I then spent several weeks fruitlessly trying to get them to investigate what happened to the laptop. Asus said the visual receipt DPD gave me was not compliant so they couldn't explore it further (they haven't even contacted DPD despite me asking numerous times) - when I asked DPD to help find it, they said that the item was delivered but they don't have a record of the receipt proving Asus have the laptop. 

Doing a bit of googling I found a similar incident from someone else recently on their UK Trust Pilot page. Which is an utter car crash.

I want to take this further (ombudsman? Police?) but don't really know where to start. Can anyone point me in the right direction to try and get a resolution?

Welcome to the forum.

Did you buy it directly from Asus or from an authorised retailer (such as Currys or John Lewis)?

How did you pay for it?

55biscuit_tin

Thanks! I bought it from Laptops direct and went straight to the manufacturer with the complaint. I paid on the 3 month Paypal option - probably the wrong thing on both counts in hindsight.