65" TV Missing after Being Scanned in to TNT/Fedex

Lboredofficeworker on 24/04/2023 - 10:27
Last edited 24/04/2023 - 12:41 by 1 other user

I recently bought a 65" TV from Videopro, which was promptly shipped out and given an expected delivery of the week before last. After this date came and went, I queried this and was told that they would look into it. I checked with them on the following Monday to push things along and was told that a case had been raised to look into it with the courier (TNT/Fedex).

Fast forward to today and there have been no further tracking updates from the courier, their own tracking still showing it as being in Brisbane and furthermore TNT had the nerve to call me in the morning to check if I'd received the TV. I told them I hadn't and pointed them back to their own tracking system asking how they could be so utterly hopeless as to lose a 65" TV, I mean, this isn't exactly a small package that could be easily misplaced and one would think CCTV would make the process of tracking down such a large item relatively straight forward given the time that has elapsed since it went missing and was reported to them, but they just responded in a typical robotic fashion that indicated they were given scripts to follow rather than addressing me personally and so I let it go and called Videopro back.

The best Videopro could give me was that TNT had lost the TV, and that they needed a letter from the freight company to confirm the TV had in fact been lost so that they could claim insurance and that this process will take up to 14 more business days while TNT "investigate" the incident. I understand Videopro's point of view here but conversely I'm missing several thousand dollars from my bank account with no TV to show and have been told that following their process I'll likely be without this money for a further 14 business days bringing it to well over a month from when it was raised.

Just wondering if anyone had been through this and were aware of any mechanisms for expediting a result on my end? I've reached a stage where I just want my damn TV, but would happily settle for a refund so I could head over to a bricks and mortar store to get it rather than rely on another delivery attempt.

Related Stores

Videopro

• 

  brendanm on 24/04/2023 - 10:30

  +8

  Chargeback, item not received.

  • 

    boredofficeworker on 24/04/2023 - 10:31

    Banks don't require the investigation to play out first?

    • 

      brendanm on 24/04/2023 - 10:33

      No idea, but I doubt it. You've paid for the item, but don't have it. I'd at least call the bank and have a chat about it, and then use that information to come back to videopro. Then they can either cop the chargeback, give you a refund, or just send you a new tv.

      • 

        boredofficeworker on 24/04/2023 - 10:40

        +1

        Thanks, I guess I needed a third party perspective before taking further steps as this whole thing just pissed me off and I find that affects my judgment to a degree. Your suggestions sound like a pretty valid path to follow so I'll give it a shot.

        • 

          brendanm on 24/04/2023 - 10:42

          @boredofficeworker: All good, hope it works out swiftly for you, honestly not sure why videopro aren't just sending you a new one now.

  • 

    freefall101 on 24/04/2023 - 11:14

    +7

    The problem with a chargeback is, once it's raised, Videopro won't do a refund until the chargeback process is complete. Every bank advises merchants not to do refunds once it's raised as it can result in multiple payments. And once raised it's probably going to take longer than 14 business days anyway. The business has 10 working days to respond to the chargeback once they receive it alone and banks advise 30 days.

    Bit of a damned if you do, damned if you don't. If it goes pear shaped then raising a chargeback is the only option and it'll take even longer. But it sounds like Videopro is at least doing the right thing.

    • 

      boredofficeworker on 24/04/2023 - 12:16

      I think this is the most balanced answer so far now that I've had a chance to calm my nerves and have at think about it. Chargebacks can take a long time in my experience and by the time they come back to me they will likely have confirmation from TNT on the investigation outcome. As shitty as this situation is, the real answer is that I can't do anything except leave a negative review with details of this potential outcome for prospective buyers. While I realise TNT is at fault here, Videopro's stance and process could definitely be more consumer friendly in my opinion, given we paid them $200 in freight (with a service level of overnight according to VP) and that tracking does not show delivery or even scans in my state.

• 

  CyberMurning on 24/04/2023 - 10:31

  -3

  what tv and how much and was it a bargain and did you posted and share here? :)

• 

  resisting the urge on 24/04/2023 - 10:33

  +3

  But have the Bikies received the item yet?

  • 

    resisting the urge on 24/04/2023 - 10:37

    +1

    Maybe the Housos still have it… unless a victim of a 'Swift and Shift' consignment scam?

• 

  solidussnake on 24/04/2023 - 10:41

  +2

  Call VP and tell them you will do a chargeback if another isn't sent by COB..

• 

  El cheepo on 24/04/2023 - 10:41

  +2

  I’d be more concerned with how tnt intended on delivering that TV.
  Would love to see the dude delicately taking that out of the truck in his own (after it’s fallen over multiple times in the way to your house) and dumping it on your doorstep.

  • 

    boredofficeworker on 24/04/2023 - 10:51

    I do wonder what condition the TV would be in if it did actually turn up, given they managed to lose it, I can't see it being "handled with care" here.

    • 

      bobbified on 24/04/2023 - 12:07

      I do wonder what condition the TV would be in

      The TNT guys could've laid a huge turd right on the screen….

    • 

      altomic on 24/04/2023 - 12:18

      hope the box was also marked with "DO NOT FOLD"

    • 

      TimmyTims on 24/04/2023 - 13:07

      Video record yourself unboxing the TV and turning it on for the first time. I've read some horror stories of manufacturers blaming the buyer for damage when it was damaged straight out of the box

    • 

      iCandy on 25/04/2023 - 07:44

      They most probably haven’t lost it. One of their couriers has probably stolen it. This happened to a friend of mine where her TV was scanned into Australia Post then nothing. This happened to her twice trying to buy the same TV. She eventually got the TV on her third attempt although, of course, this all took time. I’m assuming CCTV showed the driver taking the TV or they have claimed you got it. This theft has reduced since drivers are aware of CCTV and that photos should be taken of delivery of the item or it should be signed for, but there are still some low IQs who try it on.

• 

  apple2016 on 24/04/2023 - 11:17

  +2

  The best Videopro could give me was that TNT had lost the TV, and that they needed a letter from the freight company to confirm the TV had in fact been lost so that they could claim insurance and that this process will take up to 14 more business days while TNT "investigate" the incident.

  This is Videopro's problem. You can either ask for replacement or refund. If they dont agree then charge back on cc?

  • 

    wots on 25/04/2023 - 08:48

    Exactly. Videopro charges $100-200 for shipping so it should be platinum service and not this wait and see attitude.

• 

  datafellows on 24/04/2023 - 13:34

  I bought an iPhone 6S Plus from Mobileciti when it came out, I think they used DHL at the time and the package went missing after first scan. I contacted Mobileciti and they asked me to wait until DHL investigated. So I patiently waited couple of weeks until they resent the item.

  Couldn't blame the vendor, only my bad luck.

• 

  onceupon8 on 24/04/2023 - 13:48

  +1

  Whilst it's a crappy situation for you, delayed deliveries more often than not, end up being delivered - even if it's a month late. Some may be lost or damaged and returned to the sender, but a lot are just delayed because they got missorted or stuck somewhere. So where the shipment is covered by insurance, the merchant really needs to wait for the investigation to confirm that it's lost before they can issue a replacement or refund. Otherwise you may end up with two TV's (or a TV & a refund) and the insurance won't pay the merchant because the package was eventually located.

  • 

    BewareOfThe Dog on 24/04/2023 - 14:38

    Generally not covered by insurance unless, extra had been paid. I am sure a TNT driver pointed out, we are not common carriers a few months back.

    • 

      onceupon8 on 24/04/2023 - 15:52

      Seeing Videopro told the op that it was covered by insurance, it probably was. Even if Videopro weren't paying for insurance and self insuring like smaller sellers often do, it's still the same outcome as Videopro won't want to send a replacement or give a refund if the investigation isn't complete and that it may still be located and delivered.

• 

  randomusername2017 on 24/04/2023 - 16:04

  FedEx are woeful with follow up…. 14 days is optimistic. Similar situation recently but the supplier sent a replacement same day, original item turned up a month later. Even had FedEx contact me as part of their investigation questioning if it may have been received by another household member.

  Fastest option would be to keep escalating with videopro, highly doubt the bank will entertain the chargeback whilst still in dialogue with the merchant.

• 

  nswnotill on 25/04/2023 - 08:10

  I am reluctant to purchase large electronic appliances like TV's on line, and prefer a local retailer with a delivery service. The delivery man partially unpacks the TV in my lounge room, and ensures it is working OK. I have had two instances where the TV was faulty and the driver took it back and replaced with a sound one, which was also tested before I signed for it.

• 

  jonkvh on 25/04/2023 - 10:56

  +1

  All delivery companies have theft from staff, either from drivers themselves or straight out of the Distribution Centre. For years I've been surprised it's never made national headlines considering the stuff that magically just disappears via transport companies.