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    • HurdyGurdy
    • By HurdyGurdy 5th Oct 16, 9:59 PM
    • 858Posts
    • 3,096Thanks
    Am I being unresonable? HTC or UPS have lost my phone
    • #1
    • 5th Oct 16, 9:59 PM
    Am I being unresonable? HTC or UPS have lost my phone 5th Oct 16 at 9:59 PM
    Following on from this thread

    I sent my phone for repair. My provider is Three and they told me to return the phone to HTC and that it would take five working days to be returned.

    After seven working days, I rang to chase my phone, and HTC said that Three were wrong, and that it would be 10 working days.

    I rang again after 12 working days, and was told that the handset was lost, but that it was ok, because they were going to provide me with a replacement. However, they had to launch an investigation with UPS and I would have to wait a further 10 working days for this to be completed.

    Am I unreasonable to think that this is unfair. I have done what was required of me - I have returned the handset to the collection point as requested. UPS has confirmed that they collected it, and HTC have confirmed that it is now lost.

    So as far as I am concerned, my involvement ended when I handed the phone package over to the pick up point. The issue is now between HTC and UPS, and I should therefore be given a replacement handset immediately.

    Or am I coming at it from the wrong angle?

    I have been without the phone for a month now and they are saying they have to complete this investigation, taking a further two weeks before they will send me another one. So I will have been without the thing for at least six weeks.
Page 1
    • BadBehaviour
    • By BadBehaviour 13th Oct 16, 8:59 AM
    • 301 Posts
    • 69 Thanks
    • #2
    • 13th Oct 16, 8:59 AM
    • #2
    • 13th Oct 16, 8:59 AM
    Not 100% sure but I think you are responsible until the shipment reaches its recipient.
    • Anthorn
    • By Anthorn 13th Oct 16, 9:18 AM
    • 3,593 Posts
    • 926 Thanks
    • #3
    • 13th Oct 16, 9:18 AM
    • #3
    • 13th Oct 16, 9:18 AM
    Your responsibility ends when the package is delivered. If you sent it by a signed-for insured service you'll know if it has been delivered and be able to claim compensation if it has been lost. If not you're stuck with the oh yes it has, oh no it hasn't scenario you're stuck in now.
    • Exemplar
    • By Exemplar 13th Oct 16, 1:12 PM
    • 1,138 Posts
    • 454 Thanks
    • #4
    • 13th Oct 16, 1:12 PM
    • #4
    • 13th Oct 16, 1:12 PM
    Call UPS straight away with the tracking number. Initially they will try to fob you off. Ask to escalate whilst you are on the phone. Chances are it probably has been delivered to HTC but they will sign for 'X' number of deliveries, not each one individually. We had this happen at work last week, 300+ parcels from UPS in one delivery, our warehouse made 1 signature. Their delivery software then has to catch up.

    Other people may have a different experience at their goods-in.

    However if you have proof of collection it's down to UPS until delivered.
    'Just because its on the internet don't believe it 100%'. Abraham Lincoln.
    • jua
    • By jua 7th Dec 16, 1:09 PM
    • 2 Posts
    • 1 Thanks
    • #5
    • 7th Dec 16, 1:09 PM
    • #5
    • 7th Dec 16, 1:09 PM
    How did you resolve this? I am having the same nightmare, any advice ? ty
    • jon81uk
    • By jon81uk 7th Dec 16, 1:22 PM
    • 805 Posts
    • 527 Thanks
    • #6
    • 7th Dec 16, 1:22 PM
    • #6
    • 7th Dec 16, 1:22 PM
    Feels like that odd in-between, it doesn't seem unreasonable that UPS need to confirm they definitely don't have it and I would say a week is reasonable (two weeks less so). But at the same time being without a phone for a month isn't great.
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