Competitor Advice

They've gotten another angry webnote from me. Their webnote system shows the whole conversation going right back to the 21s of December when I told them to cancel in the first place.

Burnsy you're a policeman - or a related job at least - is it trading standards I go to about this, or are the police involved? Something seems to be ringing a bell saying you guys have no involvement in this kind of thing?

Edit : Doh. Thanks for the reply I should have said!
 
The Halk said:
They've gotten another angry webnote from me. Their webnote system shows the whole conversation going right back to the 21s of December when I told them to cancel in the first place.

Burnsy you're a policeman - or a related job at least - is it trading standards I go to about this, or are the police involved? Something seems to be ringing a bell saying you guys have no involvement in this kind of thing?

Edit : Doh. Thanks for the reply I should have said!
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Trading Standards, however you paid a seperate fee for delivery ABOVE the free delivery system did you not?

If so then they have the right to charge you for that service. (I understand that paypal messed up the payment procedure which delayed the product being sent).
 
I paid for delivery on the 20th of December. On the 21st of December I told them to cancel the delivery charge or the whole order. I repeated the request on the 22nd and the 23rd (not recorded on their system). I then raised a Paypal dispute.

Only after all this did they send it. So it's their fault. And I want my money! :)
 
The Halk said:
I paid for delivery on the 20th of December. On the 21st of December I told them to cancel the delivery charge or the whole order. I repeated the request on the 22nd and the 23rd (not recorded on their system). I then raised a Paypal dispute.

Only after all this did they send it. So it's their fault. And I want my money! :)
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I agree with you, just pointing out that Paypal are partly responsible for you not receiving your order on the 21st. Which is probably the argument that the 'competitor' will use.

I would also complain to Paypal and refrain from using their service in future.
 
Hmm? Paypal weren't at fault there. They passed my money on to the competitor correctly and on time. The competitor didn't send because their courier wasn't picking up orders until the 30th of December. They claim I agreed to this when I ordered. But all they had was a warning that deliveres may not be on the day agreed. And when I ordered I selected the 20th. After I found out on the 21st it wasn't going to be until the 31st... that's when I said to them to cancel the order, or put it on free delivery.

Paypal are only at fault when it came to the dispute because they didn't read the Parcelforce tracking information properly and think that I received the item.
 
The Halk said:
They've gotten another angry webnote from me. Their webnote system shows the whole conversation going right back to the 21s of December when I told them to cancel in the first place.

Burnsy you're a policeman - or a related job at least - is it trading standards I go to about this, or are the police involved? Something seems to be ringing a bell saying you guys have no involvement in this kind of thing?

Edit : Doh. Thanks for the reply I should have said!
Click to expand...

It's not a police matter.
 
Thought as much. Sometimes I seem to know things, but I don't know where I picked it up.

Cheers again.

On a side note I felt like I was being told that by the police there. You have a police voice on the internet too :p
 
The Halk said:
Hmm? Paypal weren't at fault there. They passed my money on to the competitor correctly and on time. The competitor didn't send because their courier wasn't picking up orders until the 30th of December. They claim I agreed to this when I ordered. But all they had was a warning that deliveres may not be on the day agreed. And when I ordered I selected the 20th. After I found out on the 21st it wasn't going to be until the 31st... that's when I said to them to cancel the order, or put it on free delivery.

Paypal are only at fault when it came to the dispute because they didn't read the Parcelforce tracking information properly and think that I received the item.
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I see, I was under the impression that Paypal didn't confirm the funds directly.

Then they have no argument, although they can reasonably charge you for return of the item even though you refused delivery.

They should have cancelled the order I agree and are at fault, but you can see the difficulty you will have proving anything. I'd just take the hit if they still refuse to budge and never use them again.
 
I don't think I should have any difficulty.. this comes directly from their website

Code: 
--removed--
21/12/2010 21:25     I ordered from you on Saturday. You claimed delivery would be yesterday. I
paid an extra £10 for next day delivery.

It didn't come.
You didn't contact me.
You still haven't contacted me.
You now say delivery will be on the 31st of December. That's 11 days
late.

Refund the delivery charge in full please or cancel the order and refund it
entirely.
Nathan
22/12/2010 18:25     Dear --removed--,

Thank you for your contact with our Customer Support Team.

I can advise that when the order was placed, in the checkout the system
would have advised that the earliest we can offer deliveries to Scotland is
31/12/10.

This was accepted by yourself when the order was placed.

If you have any further queries please do not hesitate to contact us.

I apologise for any inconvenience caused.


Kind Regards,

Nathan

****** Customer Support Team
--removed--
22/12/2010 19:07     Either the checkout did not state this, or I missed it. In either case I
selected the Monday the 20th for delivery. Paying for next day delivery for
something you won't be sending until the end of the month is as I'm sure
you understand hardly reasonable. I did read a statement about deliveries,
but all it said was that you couldn't guarantee delivery on the days you
said.

Either change it to free delivery and refund the next day delivery cost, or
just cancel the order completely. Either way is fine with me, I can go back
to my usual retailer who give me free next day delivery... who are out of
stock, so I can just order with them and wait on it.
Nathan
23/12/2010 17:33     Dear --removed--,

Thank you for your response.

Having looked into your query, I can advise that unfortunately we are not
able to remove the shipping costs on this order.

The reason for this is that 31/12/10 is the next available working day for
our deliveries to Scotland, so your order will be delivered the next
available working day.

If you have any further queries please do not hesitate to contact us.

I apologise for any inconvenience caused.


Kind Regards,

Nathan

****** Customer Support Team
--removed--
20/01/2011 12:24     This is ridiculous now.

I asked you to cancel this order a month ago.

GIVE ME BACK MY MONEY!

You emailed me a week ago you were going to... after you finally got the
item back you shouldn't have sent out in the first place.

I just want my money back and then I'll never have to deal with you again.
Nathan
20/01/2011 17:35     Dear --removed--,

Thank you for your response.

Having looked into your query, I can advise that a refund was processed on
13/01/11. Depending on how your PayPal account is configured, this refund
may be in your PayPal account, or may have been refunded to your original
payment card.


If you have any further queries please do not hesitate to contact us.

I apologise for any inconvenience caused.


Kind Regards,

Nathan

****** Customer Support Team
--removed--
20/01/2011 23:06     No refund has been received to either my Paypal or my Bank account.

Check your records.

Give me my money back.
Nathan
21/01/2011 09:29     Dear --removed--,

Thank you for your response.

I have spoken to our accounts team who confirmed the refund was
unfortunately incorrectly processed. This has now been resolved and you
have been refunded.

If you have any further queries please do not hesitate to contact us.


Kind Regards,

Nathan

****** Customer Support Team
--removed--
21/01/2011 12:00     What are you playing at now?

Give me the rest of the money back.

You haven't refunded delivery. That's illegal under the DSR.

I'm sick of having to deal with you.

Just give me my money back.

It's their enote record of the case, so they can't deny that I requested twice. The paypal dispute was raised asking for a refund before they sent it on the 30th too.
 
Either the checkout did not state this, or I missed it
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Hmmm. That won't do you any favours.

They'll argue that you paid for and accepted that delivery for Scotland, would be 31/12/2010
 
They've now refunded delivery, which means a complete refund. Only took them exactly one full month, but at least I got it all back.

Edit : I thought I might as well ask them to compensate me. Expecting them to say no, but it doesn't hurt to ask!
 
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The Halk said:
They've now refunded delivery, which means a complete refund. Only took them exactly one full month, but at least I got it all back.

Edit : I thought I might as well ask them to compensate me. Expecting them to say no, but it doesn't hurt to ask!
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haha, no harm in asking. I've sent Dell a bill for £1006.73p which equate to the three days "lost" pay that I incrued waiting for their damned delivery man to show up.
 
I'm thinking they might give me a discount code or something. I'll see what happens. Most likely they'll "apologise" again and that'll be it.

I feel as if I won, but really I didn't. It took me a month to equalise, but the game finished 1-1 :p
 
The Halk said:
I'm thinking they might give me a discount code or something. I'll see what happens. Most likely they'll "apologise" again and that'll be it.

I feel as if I won, but really I didn't. It took me a month to equalise, but the game finished 1-1 :p
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They might, Dell still haven't actually picked up the Laptop from yet, supposed to be today (not holding out much hope), still waiting for them to credit my account with the money I have already paid for the actual one I ordered also. So a revised bill might be in order.

I'm speaking to one of their UK sales directors on Tuesday anyway, so it should get sorted that way.
 
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I do complain quite often to be honest. It's surprising the reaction you get. I complained about some beef olives from Malcolm Allan, and they sent me a great big box full of meat. Fillet steaks, burgers, sausages, lorne, haggis, black pudding, all sorts. The result is I buy Malcolm Allan stuff any time I'm presented with the choice. I also go out of my way to tell people how well they responded to something which was more than likely Asda's mishandling of their food rather than anything else.

Other times I've complained I've received a detailed letter back which shows the company does actually care, I'm impressed when they do that rather than a standard we're sorry, here's a £20 gesture of goodwill.

Sadly though for computer parts people just tend to go for the cheapest option, so I don't think it's going to get quite the same response.
 
Castiel said:
haha, no harm in asking. I've sent Dell a bill for £1006.73p which equate to the three days "lost" pay that I incrued waiting for their damned delivery man to show up.
Click to expand...

What do you do, and how can I do it? :D
 
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