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DPD gave lost my handset


Susan1878
Active Contributor

DPD have confirmed they have lost my phone but I have been told I just wait 6 working days for my handset?

To add insult to injury, I have been billed for a contract phone I have never ever received!   

This phone is for a vulnerable customer who relies on the phone to act as a lifeline in the event of emergencies and as a result has been left at risk due to the lack of willingness to resolve this problem sooner.

Has anyone else had this problem and what are my legal rights here because as far as I am concerned the provider has breached the contract by not providing what they claimed they would provide at point of purchase that clearly stated "next day delivery".

ID are refusing to rectify this and they are also refusing to cancel the contract until investigation is complete.   It's understandable but when the tracking company has confirmed it is lost, I fail to see why I should be left in limbo and unable to get a deal elsewhere  while I wait for the investigation to conclude.  I've already missed out on so many Black Friday deals so I will be expecting a substantial compensation package for this poor experience.

Thank you in advance

 

 

 

 

 

5 replies

Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 1824 replies
  • December 2, 2024

Hey there ​@Susan1878, sorry to hear this. 

 

In terms of billing, these charges are automatically taken via our systems, and won’t take into account any on-going issues you have with us and with customer services. Of course, we will be happy to credit/refund any payments taken or being taken.

 

In terms of the phone itself, if you’ve been told to wait 6-working days for your handset, then this will be the time it takes for us to sort a replacement phone and have it sent to you, if that’s what you’ve been advised.

 

If you’d like further assistance regarding your order, please contact our live-chat:

 

https://www.idmobile.co.uk/live-chat

 

Or, as it’s for a vulnerable customer, you could call our vulnerable customers phone-line on 0800 049 2376.

 

Thank you,

Tyler

 


Daz_S
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  • December 2, 2024

DPD have confirmed they have lost my phone but I have been told I just wait 6 working days for my handset?

 

Thefts of our prized possessions is an all too common issue, whether that be ‘bad person(s)’ in warehouses or indeed delivery drivers. The latter is more ‘safer’ as iD now use a service pin.

The only good thing is that DPD have admitted this. And being as iD passed your phone to DPD (whether that be the fact iD’s phones are kept on a shelf with a DPD warehouse is immaterial), it is DPD whom have lost it.

iD would need to follow set guidance in relation to lost items. Though it does look like DPD are at fault here.

 

To add insult to injury, I have been billed for a contract phone I have never ever received!

 

Ah, yes. The meter is running as soon as the order is processed. Others do this and others do not. I would hope to think any costs will be reimbursed, though if it iD or DPD (or both) I have no clue.

 

This phone is for a vulnerable customer who relies on the phone to act as a lifeline in the event of emergencies and as a result has been left at risk due to the lack of willingness to resolve this problem sooner.

 

I’m sure you already know, but one should never rely solely on a mobile phone as a lifeline - do you have emergency pull cords - an alarm necklace - a physical phone line with a corded phone? Things like this can be more of a lifesaver than a mobile phone IMHO.

 

But ignoring my paragraph the above, do you not have a mobile phone from a previous provider? This should have continued to work until that service was terminated. Or has your number (assuming you are bring this number with you) been deactivated with your previous provider? If you do have another mobile this might possibly work on iD until DPD get back to iD. Not an ideal solution but this may work in the short term.

 

Has anyone else had this problem and what are my legal rights here because as far as I am concerned the provider has breached the contract by not providing what they claimed they would provide at point of purchase that clearly stated "next day delivery".

 

Although iD use a third party your contract is with iD. The problem that can arise is who is at fault. In this case DPD have admitted liability. You could call CAB for advice. iD have no control of their 3rd party delivery company. You are perfectly within you right to cancel the contract now.

 

ID are refusing to rectify this and they are also refusing to cancel the contract until investigation is complete.   It's understandable but when the tracking company has confirmed it is lost, I fail to see why I should be left in limbo and unable to get a deal elsewhere  while I wait for the investigation to conclude.

 

I would say iD are following a set guidance, but I know I’d not be best pleased too. iD have to give it some time for DPD to try and locate your phone. The problem is if they send another phone and the first one gets sent too then you’d end up with two. What I don’t understand is that if these phones are being stolen at the warehouse surely iD would be implementing an IMEI block. Has iD put this in writing that you can’t cancel?

 

But as I’ve just mentioned, you can cancel with immediate effect. From there iD would surely refund any monies already paid.

 

I've already missed out on so many Black Friday deals so I will be expecting a substantial compensation package for this poor experience.

 

Forgive my ignorance here, but how are you missing out on other BF deals?

And substantial, this is iD we’re talking about and I doubt you’ll get too much of of ‘em. You could try the small claims court I guess.


Susan1878
Active Contributor
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  • December 3, 2024
Daz_S wrote:

DPD have confirmed they have lost my phone but I have been told I just wait 6 working days for my handset?

 

Thefts of our prized possessions is an all too common issue, whether that be ‘bad person(s)’ in warehouses or indeed delivery drivers. The latter is more ‘safer’ as iD now use a service pin.

The only good thing is that DPD have admitted this. And being as iD passed your phone to DPD (whether that be the fact iD’s phones are kept on a shelf with a DPD warehouse is immaterial), it is DPD whom have lost it.

iD would need to follow set guidance in relation to lost items. Though it does look like DPD are at fault here.

 

To add insult to injury, I have been billed for a contract phone I have never ever received!

 

Ah, yes. The meter is running as soon as the order is processed. Others do this and others do not. I would hope to think any costs will be reimbursed, though if it iD or DPD (or both) I have no clue.

 

This phone is for a vulnerable customer who relies on the phone to act as a lifeline in the event of emergencies and as a result has been left at risk due to the lack of willingness to resolve this problem sooner.

 

I’m sure you already know, but one should never rely solely on a mobile phone as a lifeline - do you have emergency pull cords - an alarm necklace - a physical phone line with a corded phone? Things like this can be more of a lifesaver than a mobile phone IMHO.

 

But ignoring my paragraph the above, do you not have a mobile phone from a previous provider? This should have continued to work until that service was terminated. Or has your number (assuming you are bring this number with you) been deactivated with your previous provider? If you do have another mobile this might possibly work on iD until DPD get back to iD. Not an ideal solution but this may work in the short term.

 

Has anyone else had this problem and what are my legal rights here because as far as I am concerned the provider has breached the contract by not providing what they claimed they would provide at point of purchase that clearly stated "next day delivery".

 

Although iD use a third party your contract is with iD. The problem that can arise is who is at fault. In this case DPD have admitted liability. You could call CAB for advice. iD have no control of their 3rd party delivery company. You are perfectly within you right to cancel the contract now.

 

ID are refusing to rectify this and they are also refusing to cancel the contract until investigation is complete.   It's understandable but when the tracking company has confirmed it is lost, I fail to see why I should be left in limbo and unable to get a deal elsewhere  while I wait for the investigation to conclude.

 

I would say iD are following a set guidance, but I know I’d not be best pleased too. iD have to give it some time for DPD to try and locate your phone. The problem is if they send another phone and the first one gets sent too then you’d end up with two. What I don’t understand is that if these phones are being stolen at the warehouse surely iD would be implementing an IMEI block. Has iD put this in writing that you can’t cancel?

 

But as I’ve just mentioned, you can cancel with immediate effect. From there iD would surely refund any monies already paid.

 

I've already missed out on so many Black Friday deals so I will be expecting a substantial compensation package for this poor experience.

 

Forgive my ignorance here, but how are you missing out on other BF deals?

And substantial, this is iD we’re talking about and I doubt you’ll get too much of of ‘em. You could try the small claims court I guess.

Thank you for your response, there is a lot of useful information.  ID have agreed to freeze my bills until the investigation is complete for which the timeline keeps getting extended,  it's gone from 48 hours to 72 hours and now the latest is a further 6 working days.

It's quite obvious that it's DPD who are at fault here, it's evident by the tracking alone.   The problem is, they keep changing their story.  it's now been lost and found and lost yet again multiple times and each time they change their story, their 6 day investigation time scale resets and starts again.

I have actually requested that the contract is cancelled down immediately but this request is refused by ID who state they need to allow the investigation to be completed before they can cancel any contract.    As far as I am concerned, until I receive the handset then I consider this a null and void, unfulfilled contract.

As for not being able to get another deal elsewhere, I am unwilling to enter into another contractual deal until I have confirmation that this one has indeed been cancelled.

And no, my husband doesn't have an older handset as it stopped working last week hence renewing this contract a month early.  Yes he has emergency button that can be used in the most extreme emergency situation, this is useful for in the home early and unfortunately this offers no assistance should he be away from home  so without access to a handset, he is now refusing to leave the house alone due to his lack of lifeline away from home 

Whilst I understand that the fault firmly lays with DPD, I also believe that there is sufficient tracking information and early communications with DPD for ID to be doing more to resolve this in a more reasonable timescale than what has already been experienced.   I don't believe my proposals of a fast solution are too unreasonable.... Send me the handset that was agreed to be supplied or release the contract with immediate effect -  both of these are being refused at the present time.

I guess the next step will have to be legal action along with complaints to the relevant trading bodies.

Thank you again for responding.


Daz_S
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  • December 4, 2024

(your reply only came through a short time ago)

ID have agreed to freeze my bills until the investigation is complete for which the timeline keeps getting extended,  it's gone from 48 hours to 72 hours and now the latest is a further 6 working days.

 

Well at least that’s one positive, but I have no idea why they keep extending the time. There’s me waffling on about following guidance and even they aren’t sticking to their own rules.

 

The problem is, they keep changing their story.  it's now been lost and found and lost yet again multiple times and each time they change their story, their 6 day investigation time scale resets and starts again.

 

And I have no answer for this either. I really don’t get why they don’t mark it as RTS (return to sender) as this would stop its onward travel and simply be returned to iD - your ‘relationship’ with that phone stops.

 

I have actually requested that the contract is cancelled down immediately but this request is refused by ID who state they need to allow the investigation to be completed before they can cancel any contract

 

Again I’m baffled. If DPD keep changing their minds this could be going on for weeks. And I can’t see how iD can’t do a RTS. I know normal protocols state that once the order has been processed they have to send it and then as you want to cancel you then send it back. But when are you getting it? The fact DPD lost is it means this is not your fault.

 

As for not being able to get another deal elsewhere, I am unwilling to enter into another contractual deal until I have confirmation that this one has indeed been cancelled.

 

Right, got you now. Makes perfect sense.

 

And no, my husband doesn't have an older handset as it stopped working last week hence renewing this contract a month early.  Yes he has emergency button that can be used in the most extreme emergency situation, this is useful for in the home early and unfortunately this offers no assistance should he be away from home  so without access to a handset, he is now refusing to leave the house alone due to his lack of lifeline away from home 

 

Oh, okay. I was hoping it was a working phone and at least this could have been used in the meantime. Even if it meant buying a PAYG with your old provider. And I totally understand as mine is my lifeline too.

 

Whilst I understand that the fault firmly lays with DPD, I also believe that there is sufficient tracking information and early communications with DPD for ID to be doing more to resolve this in a more reasonable timescale than what has already been experienced.

 

And again I agree. IMHO iD need to rethink on how they deal with courier lost items, plus yours is a perfect example of needing a phone for the reasons you’ve given. We both know they’d be hounding us if the shoe was on the other foot.

 

I don't believe my proposals of a fast solution are too unreasonable.... Send me the handset that was agreed to be supplied or release the contract with immediate effect -  both of these are being refused at the present time.

 

You’re right. Not everyone ‘needs’ a phone, but they want one. And some need a phone. And by not providing a phone in a reasonable amount of time this could have for worse outcome for those that genuinely need one. I truly think iD should rethink their procedures for exceptional cases.

 

I guess the next step will have to be legal action along with complaints to the relevant trading bodies.

Thank you again for responding.

 

And that’s something you are within your rights to do.

 

It was my pleasure ​@Susan1878. Some might think oh here he goes again, another 1000 word essay. But by putting our views out there in the public domain we have a better chance of making others see things from a different perspective. Who knows, it might make things all the better…..

 

 

 


Tom
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  • iD Mobile Employee
  • 7400 replies
  • December 4, 2024

Hi ​@Susan1878 

 

I see we’ve been in touch and that the complaints team are already handling this, please continue with them.

 

Tom