Dell returns courier disaster and woes....

[JonMitchell]

Hi folks

 

I was wondering if I may get some advise from you guys, if possible.

 

I bought a Dell desktop PC direct from Dell around 6 months back,

but it was delivered damaged by Dell's local courier,

 

 

I called Dell to come and collect the damaged desktop for a replacement.

it took them ages,

almost a phone call to Dell everyday for more than 2 weeks, to respond

and finally I called and told them to collect the units and provide a full refund.

 

Dell finally arrange collection last month,

5months after I first contacted them,

from their side and the desktop was collected.

 

 

almost a month after their collection was completed,

Dell contacted me via email and said instead of a desktop that they should receive,

they had received a laptop from me instead!

 

 

Before anyone raised any eyebrows if I am at fault, the desktop weighs around 15kg.

The laptop Dell mentioned they received is only 2kg.

I can't believe this big discrepancy where Dell is asking me why I send a laptop, of which I never had in the first place.

 

I called the courier who came to pick up the unit and they have registered 10kg on their system, which is another discrepancy.

All the math doesn't stack up along the courier transition to end.

 

Therefore from

(A - collection from my side of 15kg)

thru to courier warehouse (weigh 10kg, have Dell instructed them a unit weight of 10kg to save costs? I don't know)

then to Dell depot (B - and after almost 1 month after receipt, they received a 2kg item????)

 

I had called Citizen Advice to seek advice and been told about

- Consumer Rights Act 79

- ADR etc

 

From my layman term, I would like some advice from kind folks of what I can do?

 

a.) In the case if Dell still insist they received a laptop, how will I be liable or am I liable ? I am not sure how they are going to explain the weight discrepancy going through the courier transition

 

b.) Citizen Advice says I may need to prove what I send? However, Dell is the one who arrange collection and somehow stupidly I trusted their arrangement. Does the collection proof of receipt suffice much?

 

c.) Is there any place or dept that I can raise this issue against Dell's incompetency on their courier logistics? But trying their luck to possibly seek compensation from customers?

 

Would appreciate any advise from kind souls to help me lessen this grievance I am facing with Dell.

Edited November 18, 2016 by JonMitchell