Wrong phone sent to me

Hey there ​@Richdavey, we’re very sorry to hear you received the wrong phone.

I can see from your comment here, that you’ve already been in touch with our complaints team and live-chat. My best advice would be the keep in touch with the same teams who’re already investigating and working on this with yourself.

We sincerely apologise for the inconveniences caused Rich, and we hope this is resolved ASAP for you.

Thanks,

Tyler

Hi ​@Tyler 

I appreciate you have to give a bland response in defence of your company, but I'd appreciate some thoughts here.

It's become obvious that someone at DPD has stolen my phone and sent me a fake iPhone.  If you look on the forums of EE, Giffgaff, Sky mobile and several others you will find dozens of stories exactly the same as this one.  DPD mess up the delivery, or say they tried to deliver a phone when some one was in the house, and then on redelivery a fake is delivered instead.  Always DPD as delivery company, always a fake iPhone 15.

In my case, I've had to chase every day on the complaint line, as no one was getting back to me with actions they said they'd take.  I've been given contradictory advice by people on text chat and on the phone.

ID have now said that their CCTV shows their operative packing the correct phone - which I knew it would.

DPD have said they have delivered the package as they received it (which is not true, but from their records they think it is).

We've therefore reached deadlock, and through some long conversations with complaints team I was given the option of getting a deadlock letter and being referred to the ombudsman for arbitration.

Really disappointing, given this is my third long-term contract with ID, but there we are.  A terrible experience all round that is still not complete, and a really disappointing way to treat a loyal customer.

Hi ​@Richdavey 

A bland response here wouldn’t simply be for defense of the company, we here on the community know none of the details specifically, nor would we share them publicly. 

In an event such as this, we’d investigate with our warehouse team to ensure it was all correct, we’d contact DPD so that they can investigate on their side too.

If both our warehouse and DPD individually say that everything was correct and fine, we can only agree with them.

If you do find yourself in this position and still believe there is wrongdoing, you’re free to open a civil case with DPD directly.

Tom

I appreciate the reply Tom - and apologies for the slight snippiness of my earlier 'bland response' - you can appreciate I am frustrated with the situation, but I appreciate it's not a helpful tone to adopt.

With respect though, I still disagree with you here.  If DPD tells ID everything is fine, but a customer who has been with you for five years tells you it's not, they don't have to agree with DPD - they could agree with me and the multiple other reports of this happening with DPD.

It's disappointing that the onus is on the customer to make the case with the delivery service that ID has employed.

Thank you for your reply. 

We understand your view on this matter and appreciate it must be frustrating. 

Unfortunately, we are only able to deliver the outcome based on the information we are provided. 

As my colleague has advised, you do have the option of seeking third party independent adjudication if you should need to. 

Thanks, 

Nat 

Unfortunately ​@Richdavey, it seems delivery swap fraud is not uncommon nowadays. 

Perhaps for any future courier delivered high value items, it might be worthwhile filming the unboxing of your order to afford some protection against becoming a fraud victim. 

Alas, the actions of online bad actors, fraudsters and scammers seem to impact many areas of modern life.