Soldato
- Joined
- 8 Jan 2003
- Posts
- 3,937
- Location
- Scotland
A few weeks back, I purchased a graphics card from a fairly large online retailer (not OcUK). The item was delivered next day and I installed it in my PC. After running it for a bit it became apparent it was overheating and, after some research, it turns out to be a known issue with this card. Anyway, I contacted the retailer and arranged an RMA, with them agreeing to arrange collection of the item.
Since the RMA was approved and collection was arranged, rather than wait on a refund, I ordered another card from them as a replacement. A week or so later I hadn't heard anything about the refund so contacted them (this was the middle of last week). Since then all I've had is a back and forth with a customer service person telling me they keep checking with their returns department and there's still no sign of the parcel.
Today they contacted me and asked for proof it had been "definitely been delivered to them"! I told them that since they arranged the collection and its their courier, surely they have some sort of tracking. Unfortunately the driver didn't leave me with a paper receipt but showed me him marking it as collected on his PDA. I provided the retailer with a copy of the collection email, a photo of the item boxed up and a video of me handing it over to the courier (from my home CCTV) on the day of collection as that is the only evidence I have.
It's not lost on me that they could turn around and say that could be any parcel, etc so I'm wondering what my next steps are if they continue to insist they can't find it. We're talking about £1,200 here so it's not a small amount of money.
Since the RMA was approved and collection was arranged, rather than wait on a refund, I ordered another card from them as a replacement. A week or so later I hadn't heard anything about the refund so contacted them (this was the middle of last week). Since then all I've had is a back and forth with a customer service person telling me they keep checking with their returns department and there's still no sign of the parcel.
Today they contacted me and asked for proof it had been "definitely been delivered to them"! I told them that since they arranged the collection and its their courier, surely they have some sort of tracking. Unfortunately the driver didn't leave me with a paper receipt but showed me him marking it as collected on his PDA. I provided the retailer with a copy of the collection email, a photo of the item boxed up and a video of me handing it over to the courier (from my home CCTV) on the day of collection as that is the only evidence I have.
It's not lost on me that they could turn around and say that could be any parcel, etc so I'm wondering what my next steps are if they continue to insist they can't find it. We're talking about £1,200 here so it's not a small amount of money.
