Missing GPU from an Online Order, Could Use Some Suggestion

• 

  Hybroid on 02/12/2022 - 17:41

  +1

  Did each component come in their own box? Stuff them all back into the bigger box, take a pic and send it to them.

  • 

    Flow220 on 02/12/2022 - 17:53

    yea they did, but i already put everything into the case…i got the case this morning, but they didn't reply until late afternoon. i thought the video was enough. meh, i doubt i could take everything out of the case without breaking something…not that good lol

    • 

      brendanm on 02/12/2022 - 18:10

      +3

      He said to use the boxes not the componenrs.

      Have you picked up the phone and called them? Let them know you'll b doing a chargeback for item not received if they make it painful.

      • 

        Flow220 on 02/12/2022 - 18:16

        +1

        ah i see, i guess i'll try the box photo if they don't reply tomorrow.

        i did call them first, and they told me to send emails to the customer support who handles these sorts of stuff via emails. i didn't pay with credit card…just a normal visa debit card, not sure if chargeback works. i'll try if it really comes down to that…meh, just wanted a new computer before xmas lol

        • 

          brendanm on 02/12/2022 - 18:27

          +2

          @Flow220: Chargeback should work with visa debit, though don't quote me on that.

• 

  Kenada on 02/12/2022 - 18:01

  +2

  Thats a really tricky one, especially if its basically built thermal pasted etc.

  Can you ask them for pictures of all the items packed before postage?
  Put it back on them!

  Because you have had 2 of 2 items delivered its kind of between you and the shop (not the post company) and hard to dispute.
  Unfortunately I would reach out to the below and ask for help.
  https://www.ombudsman.gov.au/How-we-can-help

  Good luck with this!

• 

  Axelstrife on 02/12/2022 - 18:41

  +4

  If you can find out the weight the first package was from the delivery company and compare that to the weight of all the individual components there would be a difference of whatever the GPU weights.

  • 

    Flow220 on 02/12/2022 - 19:20

    +2

    that's really a good point. i just checked the package label, it says 6.70kg.
    i tried to look for the weight of individual items, but it's kinda hard, only amazon seems to list them, and yet it sometimes has different weight for the same item.

    the items i bought was:

    5600x amd cpu (closest weight i found was 0.45kg, should include the packaging which contains the wraith cooler).
    tecware mirage 360mm aio (the weight i found on amazon shows 2kg, should include all the weight of screws/ different mounting stuff)
    gigabyte x570s elite board (shows 1kg on amazon, 998g to be exact…)
    2x kingston m2 ssd and 32g corsair ram (these shouldn't weigh much, can't find the exact values)
    the graphic card i bought was sapphire amd rx6800 (amazon lists it as 1.47kgs).

    if i add them together it's about 5kgs

    sigh does that mean the graphic card was in the 1st package?….
    but the box was all sealed. so someone took out the card 'after' auspost weighed it…then re sealed it?

    sigh this sux

    • 

      racer1234 on 02/12/2022 - 20:37

      +2

      Weights on label can be wrong. Just generated from the shops shipping software normally. I think your best bet is to try and pack all the boxes back into the shipping box and see how much room is left. I had this with shoes. Ordered 2 pairs and received one. Weight was correct for 2 but box was not physically big enough to hold two pairs so get refund.

      • 

        Flow220 on 02/12/2022 - 21:44

        +1

        not sure if it's the right way to post pics…but

        https://files.ozbargain.com.au/upload/169989/100157/package1…

        this is literally what the box looked like when i opened it, the graphic card i ordered has 3 fans, not sure if it'll fit on the left.

        i just found the dimensions for the aio package from amazon, it's :L W H 39.7 x 27 x 12 centimetres
        the graphic card saphhire 6800 is ‎L W H 43.2 x 24.1 x 8.9 centimetres

        if these numbers are correct…then it definitely won't fit in the box…

        update…i just measured the aio box length…it's 44.3cm….i guess amazon lists the AIO dimensions, not the actual packaging

• 

  freefall101 on 03/12/2022 - 00:01

  +1

  You didn't really explain the video part, does that mean you did a video of the unboxing?

  Just take a frame out of that if they just want a picture.

  • 

    Flow220 on 03/12/2022 - 09:07

    +1

    yea, i did. it wasn't those fancy youtube/tictok unboxing videos though, it just shows me cutting open the sealed box, taking out the contents until it's empty.

    i don't usually record these, i got the idea because i read something about people receiving dented TVs out of the box, and the most upvoted comment was 'always record the unboxing if it's over 2k dollars'

    i only recorded it just in case some items might be damaged, never expected the GPU would just go missing.

• 

  Look Up on 03/12/2022 - 00:54

  +3

  I know which retailer you are talking about

  Ordinarily, one of these would be true:

  a) Retailer farked up, did not pack GPU but marked it as shipped
  b) Courier was dodgy, sneakily opened box to take the 6800 and is now waiting for their eBay auction to finish
  c) You are dodgy, received the GPU and are now faking a sob story to con the retailer out of $799

  You are thinking a), retailer is thinking c) and no one is suspecting b) (at the moment)

  I actually think this has happened:

  d) Retailer ran out of BF GPU stock, deliberately shipped the order without the GPU and are now just playing games until the endgame of you receiving a refund

  You need to:

  1. Keep following up via email, cap the video and send the screenshot as requested
  2. Call them up to discuss or even better, head down to the store and have a chat with the staff. Bring a written timeline and copies of all your communications
  3. Last resort, send an official letter with the template here - https://www.fairtrading.nsw.gov.au/about-fair-trading/our-se…
  4. Last last resort, make a complaint here - https://www.accc.gov.au/consumers/buying-products-and-servic…

  At every step, you need to keep all communications and log anything spoken in person on the phone or via meeting

  Reading your post, you sound young and I suspect the retailer has also sensed this. It is very important to approach and discuss everything with the retailer in a considered and logical manner rather that sticking to just your viewpoint eg. "a video is better than photos, why do they keep asking for photos?"

  Good luck

  • 

    Flow220 on 03/12/2022 - 09:19

    thank you for the suggestions.

    i guess it angers me a little when they went from 'really sorry for the inconvenience it caused you' to 'could we confirm the GPU is the only item missing from the package?', then to the more generic responses of 'can you provide the photo of the items in the box', 'can we just have the photo of the items'.

    i believe i'm being as cooperative as i can. I sent them the unboxing video, the photos of the big box (all 6 sides, only one side has the opening), and the photo with the small boxes in it (what it looked like when i opened the big box).

    After i sent all the photos i could think of… including the screenshots of the video, they just went silent =\

    i'll be more patient and see how it goes, if it really goes down badly, do you think contacting fair trading is better than chargeback?

    thanks

    • 

      Look Up on 03/12/2022 - 18:11

      +1

      Yes they're just stringing you along - treat this is a lesson to level up your BS detector and negotiation skills

      Check what the rules are re: time limits on charge backs with Visa debit and also any specific rules from your financial institution eg. AMP says this https://www.amp.com.au/banking/faqs/transaction-dispute-faqs

      In fact, take the initiative to speak to your financial instiution clearly explaining the issue and how you're out $799 without having received the correct goods and see what their recommendation is as well

      Personally, I would only contact the State and the Feds as a last resort

      If you don't receive a proper response by Monday 5pm from the retailer, send an ultimatum email stating "if this issue is not resolved by Tuesday noon Sydney time (specify your own deadline), I will be"…

      a) "… contacting my financial institution to begin a charge back on the $799 for goods not received" or
      b) "… contacting NSW Fair Trading with an official complaint etc…"

      • 

        Flow220 on 05/12/2022 - 16:38

        wow…i guess you've been right all along. i waited until 4:30pm today and still haven't received a update.

        i then called them and asked to speak to the manager or whoever that's in charge of customer support, the girl kept apologizing and said she couldn't transfer the call at the moment and will pass the message.

        i then told her that i will wait until the end of tuesday for the solution before doing the chargeback and complaining to fair trading. she promises i will get a update by tomorrow.

        update: i just received the call, and they told me they checked the warehouse and found out they did not send out the GPU…and will now express posting it to me within 1-2 business days~~

        thanks again for your help!

        • 

          racer1234 on 05/12/2022 - 18:07

          +2

          @Flow220: Great outcome. A hint for the future. I always call first thing in the morning and give them until the end of the day. It means yours is the first problem they have to solve.

        • 

          Look Up on 07/01/2023 - 18:43

          @Flow220: @Flow220 Great to hear everything worked out, enjoy the new GPU

• 

  Ulysses31 on 05/12/2022 - 20:58

  +1

  Sad to say, I film the opening of every package these days. First I rotate the whole package, to show condition on all sides & that I haven't opened it. Then film the whole unboxing. When did life become like this.