thank you, but i think they are now closed

thanks a lot! i managed to do it!

Hi @shin 

Thank you for posting here on the community.

We are very sorry to hear you phone was stolen, we appreciate this must be very upsetting. 

To confirm, have the team been able to deactivate the SIM and send a replacement for you?

Thanks, 

Nat 

thank you Nat for your reply.

I think the stolen SIM is deactivated, but I did not get send a new one.

I don’t know how to request it.

with the deactivated SIM, when I call my number it says it does not recognize the number. I hope this means it was deactivated.

Thank you

Thank you @shin 

We would recommend checking in with Live Chat team to make sure it is deactivated and also order a replacement. 

The team are available here.

Please let us know how you get on and if you require any further assistance. 

Thanks, 

Nat 

ID mobile and DPD are scammers - its joint venture.

****Avoid ****

Process is as below

1. Order phone

2. Phone missing from package
3. Call DPD - they dont want to know - ask you to call ID Mobile
4. ID Mobile - will ask DPD to investigate
5. Investigation takes 24-28 hours
6. call back after 2 days - ‘oh sorry investigation takes 6 days’
7. call back after 2 weeks - ‘what happned - oh re`lly sorry to hear this nonsense again’ no notes nothing has been done - will do ‘Formal complaint -  customer service
8. Will take 6 days!!

What is next - before you know it money been dedcuated and been 14 days!!!

Definately done together with DPD

Hello ​@RK3 

Thank you for getting in touch with us here on the community. 

Firstly, we are very sorry to hear of the issues you have been facing with your delivery, we appreciate this must be upsetting and apologise for any inconvenience caused. 

Can you please confirm if the team have confirmed a complaint has been logged for investigation?

Also, as a few days have passed since your last post to us, have you received any further updates regarding the DPD investigation?

Thanks, 

Nat 

Hi Nat,

Formal Complaint lodged on Friday,

case ref 158033802

2 weeks ago it was also lodged but nothing happned.

I am waiting till Thursday (6 days) for this investigation to finish!

No updates what so ever from ID!

see attached photos of where the package was opened 

Re-sealed with dpd tape!

Hi ​@RK3 

If you already have a case raised with the complaints team we’d recommend awaiting contact from them or calling them on 0800 049 2402 or 0800 049 1300 for an update.

Tom

Tried contacting customer services but no answer each time.

It been a week still nothing heard

Hey there ​@RK3, what number are you calling please, and at what times?

Thanks,

Tyler

Hi,

I called 0800 049 1300- eventually after 30 minutes answered.

Same reponse- ‘waiting for dpd to conclude their investigation’. 
 

I first reported the missing iphone on the 16th December when it supposed to be delivered. Its been nearly 3 weeks and still nothing. Unable to use the service which i am now paying for!!

Absolutely disgraceful… there must be some sort of way to locate the iphone??!  see where it currently is?

Reading online and forums this is not the first occasion if theft by dpd / id mobile workers. You would have thought some sort of preventative measures would have been put in place!

Hey there ​@RK3, unfortunately, if the complaints team have confirmed they’re still awaiting DPD investigation, then we’d only be able to advise the same.

They will be working with and chasing DPD to resolve this ASAP, and we’d recommend keeping in touch with them

Thanks,

Tyler

​@RK3 Just to let you know I flagged your post that had 3 images showing. The reason was the 3rd image gave out your full name, address and your phone number (they were visible on the postage label). I waited until after that image was removed before replying. I hope you didn’t mind.

ok thanks

Update : Still nothing from ID Mobile- will be 30 days tomorrow- absolute disgraceful. 
 

what makes it worse is guys like Tyler/ Tom think they’re doing a fantastic job representing ID mobile. Dont even feel embarrassed ripping people off like this!

No, thank you to you for not minding.

I have no words apart from I am truly gobsmacked iD are not resolving this after all of this time. What more does a fellow customer have to do. At least the packaging proves it was opened and resealed.

But did edit that image prior to it being removed (I did ask for it either to be edited or removed). I am not one to pry on others so I did not keep any unedited copy. And this copy will be deleted as soon as its posted.

Posting for future reference as it clearly shows DPD resealed the package.

Hi ​@RK3,

Have you received any updates regarding this?

As the issue is already with the Complaints Team we would advise waiting for them for an update.

The team will carry out the investigation with DPD and update you.

Sorry for any inconvenience caused.

Kash

Investigation Outcome : DPD dont have any issues with the delivery!

wtf- after calling ID mobile today they said dpd have conducted an investigation and didn’t find any issues!!

1. Did they get any variances with the weight measurements 
2. have the photos been forwarded to them= no
3. the dpd tape to re-seal has some sort of numbering on it- which department has this come from?

Now been asked to send the photos to ID email which they will forwad to dpd.

Also told only thing i can do is take dpd to a civil court. I told her the contract is between them and dpd and not me!!

called dpd- they said sorry we can’t help you. You are not our client/ customer ask sender to call.

PATHETIC… why cant id mobile / currys group ask apple to track the whereabouts of the phone?

Absolutely gobsmacked.

I am at a loss for words.

I honestly thought iD would have passed the images on, I just find this remarkable. I will NEVER buy a phone from iD if this is how this all goes when some robbing git has stolen a phone. And I noticed the numbers on the tape when I edited the image too. I have to agree it must be a ‘thing’ to have these numbers on it.

Baffled, dazed, confused. How can an investigation be thoroughly investigated if a customer submits proof of tampering and then asked to provide the images. Am I being thick here?

I looked into who the contract is between and up until you take delivery the contract is with iD and DPD. The problem is after your delivery is marked as delivered - then the contract is then between you and DPD. I can, hand on heart, say that this is not fair. We, the customer, did not form a contract as iD did with DPD. How is it when we receive an item from other sellers and its either not as described, faulty, broken or indeed missing most other sellers take these cases on and resolve it.

And I know I keep harping on about this but why can’t iD track the IMEI before blocking it?

And this totally contradicts what I read on a reputable site. And duly noted you too see the logic in tracking the phone (it can be done via the IMEI). iD track it as its stolen, they inform the police, police catch the end user. iD get good publicity as it shows they’re proactive and makes future thieves think again.

If the Met police in a car can catch a phone thief on an e-bike/scooter how easy would it be to track the phone.

(not ranting at any individual but if it happened to me I’d be spitting feathers)

The iphone should be trackable. If the phone has been black listed and blocked from usage most likely parts will be sold.

Obviously must be a market for this. But once it is turned on Apple or even ID Mobile should be able to locate it.

One thing i found quite interesting is after telling friends and colleagues- one response i got was do not order phone online?!

I have always ordered online!. Question is what would i or anyone do in this situation again. I will personally inspect and open the package in front of the delivery driver… 

what would suggest/ recommend we do in future?!!

this could easily happen again.. how many of us open the parcel to confirm content… or even worse open parcel and there is fake phone etc.. you would only realise after turning on and registering etc..hmm

cannot even reply now.. moderator check ongoing

If it went for review ​@RK3  then it should get posted as soon as they see it and release it. This is a Gainsight anti spam ‘thing’ (they power these forums for iD) and this happens from time to time - nothing sinister just a frustrating pain. As soon as it does get released those whom have posted on this topic (or subscribed without posting) will get an email notification (if they left the forums settings as per the default).

edit. You should already know but I did reply on that other phone topic you posted on earlier.

Hi Daz,

no still not posted- will wait and see when it does get the ‘release’.

what really disgusts me is the time it took dpd to the ‘investigation’ . On this forum and elsewhere i have seen the magic number 6 days for them to complete. Mine is still ongoing from 16 December!