Stolen Watch Ultra

[Kŷɲğ]

I bought a watch ultra from Samsung and DPD was the courier who handled the drop off. I ended up paying them for VIP delivery as I was going to be at work wwhen the driver would come by in the week. The box came for on the Saturday and as soon as I took the box from the driver I felt worried as it felt very light. Ended up making a video of the unboxing, checked the seal it looked tampered with (it was short as if someone cut it and then resealed it). The box looked old, not new and even had a tear mark on the outside. I called customer service and sent them the evidence.

Just getting an email now that "CCTV FOOTAGE" showed the box was sent out with the watch. I can clearly see that the seal in the image they sent me is the not the same as how I received it. Very disappointed in Samsung and more so with DPD as someone from their warehouse store the watch. Apparently this is an issue because I Googled it and others have complained. 

See attached photos, leave advice as well as I will take this to the highest level.

[arianwen27]

Contact DPD about it. I believe that since they were carrying it, it is not Samsung's problem. DPD is at fault and is liable to correct things. Samsung will probably tell you the same. Though, pester them enough, and they will probably work out sending a new one. You are not alone; this has happened before. Telling Samsung also means they will brick the watch, making it useless to the thief.

[Kŷɲğ]

Couldn't they also check who it registered to using the MAC? Oh I'll pester them, I was p****d when they emailed me saying they reject based on investigation. I'll call DPD again tomorrow

[Piper123]

Sorry but the advice is not correct.

You bought the watch from Samsung.

Your contract is with Samsung.

Who they choose to use as their delivery partner is not your issue.

Samsung need to open up an investigation. Samsung need to engage with DPD. Once the investigation is complete, and assuming everything said in the thread is accurate (just playing devil's advocate, not suggesting anything but this forum is publicly searchable) then Samsung should replace the watch.

You should not have to call DPD.

[Kriswain]

Dpd fault ask wot there doing about it and tell them if not sorted will be seeking legal advice and going to Samsung as well

[Kŷɲğ]

They did open an investigation and emailed me that they reject because CCTV footage showed the watch being packaged. My issue is that there was two days since the packaging and me getting the watch, someone at DPD opened the box and stole the watch before it got to me. I've disputed it so they will email me again. They need a more thorough investigation, I'm still p****d I have to be calling again, terrible from them in terms of customer support

[Piper123]

Again Samsung are who you have contacted with so they must sort it under The Consumer Directive Act 2015.

[code3]

Have you complained to Samsung with video ?
Also, people try to pick up and not get it delivered. Samsung support can help but not really sure how much. But you have consumer rights in the UK, if Samsung support did not help then go to Consumer rights UK and ask for help.

Lastly be sure to double check with DPD

[Kŷɲğ]

I did send video, had to chop it up and send the highlights as they said they can't open it as a link (had to upload to One drive cause it's too large to fit in email). Yeah even with that they rejected hence why I posted here for advice

[Kŷɲğ]

The images in this post are screenshot from the unboxing video, box was super light so I decided to record before i opened it