Return never collected, over 2 years. Now say they want to collect?

Footyslayer

Footyslayer

Footyslayer

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Hello all,

Back in October 2016 I ordered a new PC monitor, it arrived with a few faults so I contacted the supplier and they sent a new one and said they would arrange collection for the problematic monitor to be collected.

It was never collected, I did try contacting the supplier twice via email about this but I was never responded to. Anyway the reason is the replacement monitor now has a defect and is under warranty, they will replace but said the old monitor was never sent back and want to collect.

They say there is no proof of these emails. I certainly do not have them any longer either. The old monitor was safely packaged and sat in storage for the best part of 14 months. I assumed they had decided it wasn't worth collecting because of the defect. Around a year ago I was checking storage and found the monitor, I had forgot about it and promptly checked its working order. It didn't work at all now, inputs were non responsive so I thought it had been over a year I will dispose of it and it was disposed off with the rubbish.

So where does this leave me with the supplier, they arranged collection and it was never collected, they never responded to my emails and say "no proof of these emails" and it has been 27 months since collection should have taken place.

It was a Dell S2716DG, it was about £450 brand new and it has been 27 months and it was defective anyway. What would the item even be valued at? It wasn't from here either :)

Kind regards,

Mark Quinn
 
Wouldn't emails be stored in your sent folder? It would make your position a lot easier.

My gut says they would theoretically have a case, but outtipu a numerical value would be difficult, and likely not worth the hassle for them.

What do they say when you told them the situation?
 
There is a reasonable time period for something like that and for them to chase it up - I imagine after 2 years that has long elapsed unless they can prove they've tried to chase you on it in the meantime.

EDIT: Though there might be an onus on you to prove you made attempts to return it as well I'm not sure on that.
 
Send them an invoice for your storage fees in a climate controlled and risk managed environment for their sensitive electronic device. About £100 a day should cover it.
 
Charge them rent for storage costs, it was stored in a high profile property in Central London for £8,500 pcm.

Also check your sent mail list
 
I had something similar happen to me, incidentally it was also a monitor.

I was dealing directly with the manufacturer, I called them 4 times and emailed them twice. No attempt was made to collect the monitor and it’s till sat in my loft.
 
No emails in sent for me to check as this was on an old email account that I no longer have any form of access to. It was on an old works email and I left that company some time ago.

They have definitely NEVER contacted me about this return/collection apart from the 1 date which no one turned up. I had it boxed up in my living room for a month, emailed them and moved it to storage after that. I would have happily sent it back.

I didn't call them to collect as everything was via email and the twice we did speak on the phone sorting the replacement to begin with it was with a deep Indian accent and a language barrier I could not get much sense so everything was done via email. They gave me the collection date, I made myself available and no one turned up. I then emailed twice to no response. So stored the item for over 12 months.

This is with Dell directly.

I would happily tell them I have storage costs, I have no proof of this though. Even if I only said to the value of the monitor which over 14 months would be roughly £1 a day.

I guess I am worried now, I am still waiting on a reply and I feel I must be conversing with Dell from overseas looking at the times of the night/morning they respond. How inclined would they be to call it quits? I make do with the defect on the current monitor and they don't go down the route of chasing me for the cost of the old, 2 years old, defective monitor?
 
I have already sent the email saying everything I have said here, I wish I had of said it was collected now.

So by not speaking to them or responding this might go away? :D
 
How did they reach out to you? If you e-mailed previously from an old works e-mail, what contact details do they have for you now?
 
I used an old works email before. Now I am on my personal account as I don't have a works email.

They didn't reach out to me, I approached them about the current / replacement having an issue and they came back to me saying it was replaced once which I agree it was and the defective one was never sent back.
 
Footyslayer said:
They have definitely NEVER contacted me about this return/collection apart from the 1 date which no one turned up.
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Footyslayer said:
No emails in sent for me to check as this was on an old email account that I no longer have any form of access to. It was on an old works email and I left that company some time ago.
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Isn't there your answer? You left the company some time ago and that was their only way of contacting you. They may have been trying to contact you, but you wouldn't know.
 
Footyslayer said:
This is with Dell directly.
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I wasn’t going to name and shame as it wasn’t relevant until you said this. I was also dealing directly with Dell.

I went through 4 ‘as new’ refurb monitors (all has 10+ dead pixels and horrific backlight bleed) before they sent me a new one from retail. They never collected the last refurb.

I called and emailed multiple times about them fetching it but nothing. It’s still in my loft 3 years on.

Would I buy another Dell? Not if I can help it after receiving their horrendous ‘expertly refurbished’ junk which are blatantly defective customer returns they try to fob you off with.
 
hughtrimble said:
Isn't there your answer? You left the company some time ago and that was their only way of contacting you. They may have been trying to contact you, but you wouldn't know.
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Well yes if by email then technically that is correct but they also have both my phone numbers and address so a phonecall would surely have been their go to route?

Secondly I left the company last year in August, this would be roughly 22-23 months since I bought the monitor and 8-9 months since I threw it out. They certainly did not try to contact me in the 22-23 months of still being with the company. Like I said, they have my address and phone numbers too. A good company would certainly try more than one contact route surely. Even though it was easier to converse via email.
 
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b0rn2sk8 said:
I wasn’t going to name and shame as it wasn’t relevant until you said this. I was also dealing directly with Dell.

I went through 4 ‘as new’ refurb monitors (all has 10+ dead pixels and horrific backlight bleed) before they sent me a new one from retail. They never collected the last refurb.

I called and emailed multiple times about them fetching it but nothing. It’s still in my loft 3 years on.

Would I buy another Dell? Not if I can help it after receiving their horrendous ‘expertly refurbished’ junk which are blatantly defective customer returns they try to fob you off with.
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This is hugely interesting as it is similar to the problems and refurb/collection issues I have had and am facing now!

Diddums said:
Dell suck. So do HP.
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I had always heard Dell were very good on customer service and this monitor is well regarded, hence using them!
 
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