Parcel Undelivered. What Can I Do?

emeraldgreen on 07/01/2021 - 11:29

Hi wise people of OzBargain,

On Monday, I called Microsoft for an advanced exchange order of my faulty laptop, meaning I paid for a new device then send back the old one within 14 days and get a refund. All went well and I received a tracking number from Quantium Solutions for the delivery.

Tuesday morning, I checked the tracking, it showed "Shipment picked up from origin" at 03:38:44 PM Monday. Then proceed with my day. Note that I was home all day cleaning the house.

Wednesday morning, I got an email from Microsoft saying the new device has been delivered, it's time to send back the faulty device so I went on to check the tracking. It turned out the tracking showed "Shipment out for delivery" at 08:15:28 AM and "Shipment delivered" at 11:52:39 AM on Tuesday. So I called Microsoft explaining what happened and asking for help. The rep then told me to call Quantium Solutions because it's not Microsoft's problem. I told them it's not fair for me to chase up the delivery because it's their partner and I don't have the contact details. The rep then did a three-way call to Quantium Solutions to check the delivery. Quantium Solutions told us the tracking showed the item was delivered at 11 am on Tuesday. I asked if anyone signed the parcel and they said the signature said "ATL". They weren't even sure what it means and told me to call TNT Express, which is the one doing the delivery. Another three-way call between me, Microsoft, and TNT, which TNT said ATL means "authorised to leave" and there is no photo showing where the parcel was left. TNT then said they will contact the agent who was assigned for the delivery and give me a call back before 1.30 pm. Microsoft rep then told me they will make a note on my order. I asked what would happen if the parcel is lost, they replied then I would have to chase that up with Quantium Solutions.

1.40 pm, I called TNT Express back for an update but they told me the same thing, they're still waiting for contact from the agent assigned and will give me a call in the afternoon. 4.30 pm I called TNT Express and got the same response. Now 11 am Thursday, I called them for the 4th time, still the same response and they kept waiting for the assigned agent (?).

I'm sure the parcel never turned up to my door. I checked with next-door neighbours in case the parcel got to the wrong address but my house number is very clearly visible. My question is what are my options in this case? Microsoft refused responsibility, Quantium passed it on to TNT Express, TNT Express is "waiting for their agent". Who authorised them to leave the parcel? What else can I do besides keeping calling TNT Express for an answer? Thank you for reading!

tl;dr: Tracking showed the item was delivered. I was home all day but didn't get anything. Sender refused responsibility. TNT Express says the signature said "authorised to leave" but no photo of where it was left, they are waiting for the delivery agent to contact back before giving me an answer. What can I do?

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Comments

  • skido on 07/01/2021 - 11:44
    +1

    they are waiting for the delivery agent to contact back before giving me an answer. What can I do?

    wait until the delivery agent contacts back

    • resubaehtgnolhcs on 07/01/2021 - 13:19
      +1

      Delivery agent probably won't contact back anytime soon as they are too busy setting up their new laptop!

  • chuneeperformance on 07/01/2021 - 11:44
    +1

    Just wait. If no picture then do charge back on credit card and advise cc company the outcome.

    • skido on 07/01/2021 - 11:46

      How would this work? OP paid for a new device, sent in their old device and was supposed to get refunded on the new device anyway.

      If Microsoft already refunded their new device (due to the advanced exchange order), then how would OP initiate chargeback?
      If Microsoft haven't refunded for the new device and OP initiates chargeback, assuming its successful, Microsoft now has OP's old device leaving OP laptop-less

      • Cheeper on 07/01/2021 - 11:57

        Edit. Just realised MS have his trade in so a chargeback might not go well.
        It is the sellers responsibility so let them sort it out.

      • njastar on 07/01/2021 - 12:55

        Yeah I don't think it's as simple as doing a chargeback. If Microsoft keeps refusing responsibility then I'm not sure what he can do. Maybe he could threaten to go to the police under the guise that his new laptop has been stolen.

  • tio on 07/01/2021 - 11:45
    +1

    if you paid MS for a new device delivered and haven't received it, and reasonable time had passed, you can initiate a charge back with your card provider.

  • Lukas on 07/01/2021 - 11:45

    Let Microsoft know that if they can’t sort it out you will just be initiating a credit card or PayPal chargeback (whatever your initial payment method/s were)

  • AndyC1 on 07/01/2021 - 12:16

    Call MS once more and let them know if it is not sorted out within 24hrs that you will initiate a charge back.

  • Ocker on 07/01/2021 - 12:27

    M ost likely a charge back would not work as the bank will accept the delivery actually took place

  • garetz on 07/01/2021 - 12:49

    It's the senders responsibility to make sure you receive the item, did microsoft give the delivery company authority to leave the item unattended ?

    If not then the responsibility falls on the delivery company, you as the receiver are not the delivery companys customer, microsoft is, so its between microsoft and the delivery company.

    If they did give authority to the delivery company to leave the package unattended, then microsoft is at fault and responsibility falls on them.

    I do not think a charge back will work in this case as microsoft has confirmed delivery, you would propably need to take microsoft to small claims court to get your money back.

  • DashCam AKA Rolts on 07/01/2021 - 12:53

    Let TNT know that you are reporting the item as stolen, possibly by the delivery agent. Get serial number etc from MS for the police report. Await response. If unhappy with TNT's response, file police report.

    • emeraldgreen on 07/01/2021 - 13:19

      Do you know what the police would do with the stolen item report? Or once I file a report, what's my next step? Thanks!

      • Ridiculous Panda on 08/01/2021 - 09:07

        They will all temporarily close the police station and go to investigate what happened. They’ll go look for neighbours with security cameras and go pay TNT and Quantium Solutions a visit and interview the staff one on one.
        Just kidding.. they’d do jack shit.

      • Quantumcat on 08/01/2021 - 10:33

        You can use the report for an insurance claim if any insurance you have covers this sort of situation

  • Randxyz123 on 07/01/2021 - 13:06

    Shouldn't be your problem but you'll have to push back on them.

    Keep pushing back on Microsoft/TNT. Get a stat dec done and if you live with anyone, i.e. partner/housemate get a stat dec from them that you were home all day.

    Do any neighbours have CCTV? Might be worth seeing if it picked anything up.

    As others have suggested, you probably have to assume it was stolen at this point

    Who authorised them to leave the parcel?

    I haven't signed for anything all year due to COVID. I have however seen delivery agents take photos of parcels on my doorstep.

    • SnoozeAndLose on 07/01/2021 - 13:10
      +1

      Amazon driver always take picture

  • Porker on 07/01/2021 - 15:49
    +1

    Had this issue too with one of the couriers. They said that I left an ATL for them, and they took a picture etc. I never left ATL and stayed home specifically to receive the package.

    I requested a copy of the ATL and picture which never came. Got the silent treatment after a few enquiries.

    Fortunately the person that received the package delivered it me.

    Hope you get the same neighbourly outcome

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