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HELP: My phone is MISSING after sending it with DPD for repair to TMT all organised by Samsung!

(Topic created on: 03-05-2023 07:24 PM)
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Members_pbo5lRf
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  • Samsung has organised a DPD collection to pick up my Blue Flip4 phone from where I live to be repaired.  

  • On 12th April 2023, I received an email that DPD will be picking my phone 

  • Delivery Pick Up:

The driver came to my flat which is on the 2nd floor and asked for just the phone excluding the box, and he put it on a ‘flip-closing style’ box. He had taken a photo of the phone from the front, and I kindly asked him to take a photo of it from the back too, to have proof of its very new condition prior to sending it, so he did. The box had clear instructions to seal it, but the driver left it unsealed and put the box in a DPD bag. The bag hasn’t been sealed either. At that moment, I was waiting for him to at some point seal them. He left with all of it unsealed, and went downstairs back to his van. I went to the balcony door to see if he would have sealed it by then. I saw him going in the van, putting the parcel on the passenger's seat and driving off. At that point, I got concerned so I emailed DPD.  

  • Missing phone:

I still have not received a response back from DPD. Few days later I received an email with the details of the received phone and photographs. The phone was not mine, it instead was a Pink phone. I have contacted Samsung, and my phone is not at the premises, the engineers have received a different phone under my name so they retrospectively changed the IMEI number I had actually booked to the phone they have received.

 Customer Service:

I have had over 5 long calls with customer service with several departments at Samsung but none were able to help as they are saying that I need to give evidence that the pink phone is not mine. I have never owned this pink phone and am yet to receive any evidence as to why I am being told it was registered under my name. If this is truly the case I am extremely concerned as to how this was achieved.

  • Registered devices:

The only phone registered on my account is my now missing Blue Flip 4, which is different to what the customer service team is saying.  

  • 22 days since my phone went missing. 

I have sought advice from the police, and they have been clear that the full responsibility lies under DPD and Samsung as soon as I handed over my phone to the driver.

Please give me a solution for this unreasonable situation!

My missing phone:

Members_pbo5lRf_0-1683138874565.jpeg

The phone TMTFirst said they received:

Members_pbo5lRf_1-1683138917507.jpeg

 

Galaxy Z Flip4  #tmtfirst #seekingsupport #missing #myphonehasbeenswapped 

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7 REPLIES 7
-Robot-
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Do you have the ImeI number? And have you sent pictures of the phone to show your phone isn't pink?
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Members_pbo5lRf
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Yes, they have changed the IMEI number from the one I had provided to the pink one as soon as they 'received' the pink one. 

They are saying that I own both blue and pink phone but I have never owned a pink phone. They want me to provide evidence that the pink phone is not mine. 

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Members_pbo5lRf
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DPD has brushed it off onto to Samsung but Samsung is not helping. I have now approached the big bosses of both DPD and Samsung to get some support. 

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-Robot-
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Do you have the invoice for the phone, its had description on it and imei, send that
BONZAI1888
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This isn't inspiring me with confidence....DPD picked my phone up on Sunday for a repair and right now I have no way of tracking the progress as samsung have given me nothing.

DPD driver didn't help, didn't really know what he was doing, took my phone, then gave me the box in a sealed bag and then he questioned the phone, "is it wiped" yes...he then picked up my phone and said "I don't really need the box I can take it like that"

What the ##ck do you mean you can take it like that...it is going for a repair, that is the whole point of the ####ing box!!!

"Oh right" off he stoats with it all sealed up finally...i was expecting a confirmation that it was on its way to samsung....got nothing at all so far, not impressed.
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Don1959
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Having same problem with Samsung and DPD getting passed from pillar to post
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Don1959
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Have got a reply from Samsung they now require the last time used phone and when I banned calling, since the phone was not working it could not make calls, Samsung put every obstacles in your ŵay now have to contact Vodafone for usage time must be the worst company to get a refund from.Would anyone know if it is worth taking them to small claims court?
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