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Rma se, boxing method - kliurkius - 01-02-2020

Hello,

I am trying to do rma social engineering via boxing method with dry ice, I have returned a gpu weighted 1kg and they received the empty box, and now saying that the weight difference means that it was stolen in transit, They didn't provide me a free return label, so I had to use normal post service,
It's been sent abroad and now they are saying that I should contact royal mail to deal with this issue, they will help me with that they said, I've asked what will happen if I will contact them and they can't help me as I didn't purchased any insurance for a broken gpu and they said that they will see what they can do but first i should contact royal mail,

How should i respond to this? Should I contact royal mail?

RE: Rma se, boxing method - Parliament - 01-03-2020

No? Just lie. Say you contacted the post office and they said that they shipped it blah blah

RE: Rma se, boxing method - mothered - 01-03-2020

Quote:They didn't provide me a free return label, so I had to use normal post service
Did they suggest the postal service? If so and given they didn't provide a return label, then they're liable for loss of goods during transit.

Who's the company you're SEing?

RE: Rma se, boxing method - kliurkius - 01-03-2020

(01-03-2020, 03:32 AM)mothered Wrote:
Quote:They didn't provide me a free return label, so I had to use normal post service
Did they suggest the postal service? If so and given they didn't provide a return label, then they're liable for loss of goods during transit.

Who's the company you're SEing?

It is evga. They said that i can use regular post or any other. It is quite hard one, they sent me pictures of different weight labels etc, and said that first i should contact uk mail service (royal mail) because it was stolen in transit and basically it is not their responsibility. I was trying to say that the gpu was broken anyway in the first place and that it wouldnt be stolen if i wouldnt need to ship it. I still didnt spoke to their manager as i wanted to post here and asknfor advice first.

Any advice for this situation?

RE: Rma se, boxing method - mothered - 01-03-2020

Quote:They said that i can use regular post or any other.

i should contact uk mail service (royal mail) because it was stolen in transit and basically it is not their responsibility.
Well, they are In fact accountable, Irrespective of what happened to the Item during transit.

"They" advised to use a postal service of your choice. You've complied with their request, and now they're saying It's not their problem, which Is very poor customer service. Given they have an Issue with Royal Mail, they can contact them. You've done everything on your part (In full compliance) to resolve the matter, whist they're doing absolutely nothing to fix "their" Issue to resolve your claim.

You need to address this with the representative you spoke with and If need be, request your claim be escalated.

RE: Rma se, boxing method - kliurkius - 01-03-2020

(01-03-2020, 11:06 AM)mothered Wrote:
Quote:They said that i can use regular post or any other.

i should contact uk mail service (royal mail) because it was stolen in transit and basically it is not their responsibility.
Well, they are In fact accountable, Irrespective of what happened to the Item during transit.

"They" advised to use a postal service of your choice. You've complied with their request, and now they're saying It's not their problem, which Is very poor customer service. Given they have an Issue with Royal Mail, they can contact them. You've done everything on your part (In full compliance) to resolve the matter, whist they're doing absolutely nothing to fix "their" Issue to resolve your claim.

You need to address this with the representative you spoke with and If need be, request your claim be escalated.

They are still in the position that they are not responsible for stolen items as they didn't ship it. They are saying that they must receive the item before shipping another one as they must check if that is repairable. They are stating that the sender should deal with the post company as well as it is not their responsibility in this case, even if i followed their advice to send it via my chosen company. I guess they are not even listening what I am saying and they are quite rude. I am wondering how should I get to higher tier managers.

RE: Rma se, boxing method - mothered - 01-03-2020

(01-03-2020, 01:43 PM)kliurkius Wrote:
(01-03-2020, 11:06 AM)mothered Wrote:
Quote:They said that i can use regular post or any other.

i should contact uk mail service (royal mail) because it was stolen in transit and basically it is not their responsibility.
Well, they are In fact accountable, Irrespective of what happened to the Item during transit.

"They" advised to use a postal service of your choice. You've complied with their request, and now they're saying It's not their problem, which Is very poor customer service. Given they have an Issue with Royal Mail, they can contact them. You've done everything on your part (In full compliance) to resolve the matter, whist they're doing absolutely nothing to fix "their" Issue to resolve your claim.

You need to address this with the representative you spoke with and If need be, request your claim be escalated.

They are still in the position that they are not responsible for stolen items as they didn't ship it. They are saying that they must receive the item before shipping another one as they must check if that is repairable. They are stating that the sender should deal with the post company as well as it is not their responsibility in this case, even if i followed their advice to send it via my chosen company. I guess they are not even listening what I am saying and they are quite rude. I am wondering how should I get to higher tier managers.

Quote:They didn't provide me a free return label
They said that i can use regular post or any other.
Based on the above and what they state In their terms, you've been completely mislead.

Here's a snippet of what they recommend.
Quote:RETURNING YOUR PRODUCT

Include the shipping address as well as your return address, along with your RMA Number on the outside of the shipping box where it clearly can be read.

EVGA recommends shipping via UPS or FedEx.

At no point were you Informed of an RMA, nor the recommend carriers as per above. Clearly, they're responsible- namely due to their Incapacity to provide you with accurate Instructions on the return of goods. You need to put this forward to the representative of whom you've Initially dealt with, and If he/she continues to deny responsibility, put a request to escalate your claim.

RE: Rma se, boxing method - kliurkius - 01-03-2020

(01-03-2020, 03:13 PM)mothered Wrote:
(01-03-2020, 01:43 PM)kliurkius Wrote:
(01-03-2020, 11:06 AM)mothered Wrote: Well, they are In fact accountable, Irrespective of what happened to the Item during transit.

"They" advised to use a postal service of your choice. You've complied with their request, and now they're saying It's not their problem, which Is very poor customer service. Given they have an Issue with Royal Mail, they can contact them. You've done everything on your part (In full compliance) to resolve the matter, whist they're doing absolutely nothing to fix "their" Issue to resolve your claim.

You need to address this with the representative you spoke with and If need be, request your claim be escalated.

They are still in the position that they are not responsible for stolen items as they didn't ship it. They are saying that they must receive the item before shipping another one as they must check if that is repairable. They are stating that the sender should deal with the post company as well as it is not their responsibility in this case, even if i followed their advice to send it via my chosen company. I guess they are not even listening what I am saying and they are quite rude. I am wondering how should I get to higher tier managers.

Quote:They didn't provide me a free return label
They said that i can use regular post or any other.
Based on the above and what they state In their terms, you've been completely mislead.

Here's a snippet of what they recommend.
Quote:RETURNING YOUR PRODUCT

Include the shipping address as well as your return address, along with your RMA Number on the outside of the shipping box where it clearly can be read.

EVGA recommends shipping via UPS or FedEx.

At no point were you Informed of an RMA, nor the recommend carriers as per above. Clearly, they're responsible- namely due to their Incapacity to provide you with accurate Instructions on the return of goods. You need to put this forward to the representative of whom you've Initially dealt with, and If he/she continues to deny responsibility, put a request to escalate your claim.

I believe this is for USA only. As over email I've received completely different information for delivering it to germany (as I am from UK).

Quote:SHIPPING METHOD

1. You are free to use the shipping method and courier of your choice.
2. EVGA recommends you obtain delivery confirmation and a tracking number for your shipment so you have proof of delivery.
3. Insurance is optional and may allow you to file a claim in the event of a lost or damaged shipment.
4. EVGA is not responsible for any local customs charges. You are responsible for the cost of shipping the product to EVGA, including any import duties.

When we receive the product, it will be processed and your replacement will be shipped back to you within three business days.

Edit: should I contact the mail service and hope to get any refund from them? Is that even possible? But i guess the guy who was delivering it will get screwed over.

By the way, as it was international shippment at the post office the weight was more than 1kg, but then when it was weighted in the middle of shippment the weight was for the empty box (as another carrrier took it in the middle, from royal mail to gls).

RE: Rma se, boxing method - mothered - 01-04-2020

Quote:I believe this is for USA only. As over email I've received completely different information for delivering it to germany (as I am from UK).

It's actually relative to the UK as per below.
Quote:Send your product to:
RMA#
EVGA UK
Langdale, Flag Lane,
Penwortham, Lancashire, UK, PR1 9TP

You can also see the same In their URL.
Quote:RMA_UK_Shipping_Guidelines.pdf

With the terms that you've posted above, at no point does It mention that they're not responsible for loss of goods during transit.

RE: Rma se, boxing method - kliurkius - 01-04-2020

(01-04-2020, 03:19 AM)mothered Wrote:
Quote:I believe this is for USA only. As over email I've received completely different information for delivering it to germany (as I am from UK).

It's actually relative to the UK as per below.
Quote:Send your product to:
RMA#
EVGA UK
Langdale, Flag Lane,
Penwortham, Lancashire, UK, PR1 9TP

You can also see the same In their URL.
Quote:RMA_UK_Shipping_Guidelines.pdf

With the terms that you've posted above, at no point does It mention that they're not responsible for loss of goods during transit.

Wow, this makes sense. I have no idea why they provided me with german adress instead of UK. I believe that i failes this SE already anyway, but I will see what I can do.