topic Re: "Dispute" with couriers in General chat

"Dispute" with couriers

P_Fearghail — Thu, 20 Nov 2014 13:07:05 GMT

Hi, I'm new on the community but I've been buying Sony products for more than 20 years.

I bought a TV from Sony's Irish website 2 years ago and it was delivered in 2 days.

I bought a TV on November 6 (2 weeks ago) and have been left waiting - money gone - NO tracking number.

After several UNANSWERED emails and two phone calls (1 lasting 27 mins with me waiting on hold, I left my number for them to call back and they never called back) I finally got the answer that a dispute between Sony and the courier "Panther" has resulted in Panther holding several deliveries hostage, including mine!

I'm disgusted that Sony didn't have the courtesy to inform customers that there'd be a delay - - that's all it would've taken for me... a simple email stating there'd be a delay, and I wouldn't be as angry as I am now.

Does ANYONE know anything about this "dispute" because I still have had no contact whatsoever from this Panther company and I feel I've been robbed of €2004

Re: "Dispute" with couriers

MK_Slinky — Tue, 25 Nov 2014 04:29:03 GMT

Did you buy this new TV from the Sony website here in the UK?

If so your contract is with Sony, not their delivery company. It is Sony's responsibility to rectify this for you and in a timely manner!

This advice may help:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

https://www.gov.uk/consumer-protection-rights

Re: "Dispute" with couriers

P_Fearghail — Tue, 25 Nov 2014 13:53:12 GMT

Thank you for replying - I was thinking no one had an opinion!!!

No, I bought it from their Irish website - previous purchases have arrived in a couple of days.

You're right - my contract is with Sony and not the couriers.

UPDATE: The couriers held my goods hostage along with those of other customers due to this "dispute" with Sony but now that the dispute is resolved, they've discovered that they've "misplaced" my goods -- apparently Sony asked for my order to be returned to them but the couriers had already arranged to move them to Ireland . . . Now neither party knows where my tv is!!!

I'm awaiting further details.

Re: "Dispute" with couriers

Thalamus. — Tue, 25 Nov 2014 14:33:56 GMT

Hi P_Fearghail,

welcome to the Sony User Community Forum..:smileyhappy:

I understand that somebody has been in contact, possibly via Private Message, & that they are trying to assist you with your problem..

If this is not the case please let us know..

Re: "Dispute" with couriers

P_Fearghail — Wed, 26 Nov 2014 12:38:14 GMT

UPDATE :

Sony customer services have agreed to send me a replacement order.

It's been 3 weeks since my original order was placed -- the delivery for my new order is expected to be December 11... 5 weeks exactly after I ordered!!!

Re: "Dispute" with couriers

MK_Slinky — Wed, 26 Nov 2014 14:30:45 GMT

Success! I'd call that a small victory. Shame you had to wait 5 weeks though, I can't imagine life without TV for that long, hopefully you have catch-up services on your new TV?!!

Re: "Dispute" with couriers

Thalamus. — Wed, 26 Nov 2014 17:23:41 GMT

Glad to read that you are to be sent your order P_Fearghail..:smileythumbsup:

Could you please update us once the TV arrives so that we close the case our end..

Re: "Dispute" with couriers

Thalamus. — Tue, 02 Dec 2014 20:28:00 GMT

@P_Fearghail wrote:

I'm disgusted that Sony didn't have the courtesy to inform customers that there'd be a delay - - that's all it would've taken for me... a simple email stating there'd be a delay, and I wouldn't be as angry as I am now.

Does ANYONE know anything about this "dispute" because I still have had no contact whatsoever from this Panther company and I feel I've been robbed of €2004

Just a thought..

Reading between the lines I'm not sure Sony were aware of a problem with the courier until you raised the issue, hence the dispute, & you never know you might have saved others from a similar fate..:smileywink:

Re: "Dispute" with couriers

P_Fearghail — Mon, 08 Dec 2014 18:30:50 GMT

As the original poster to this thread, I thought I'd leave an update:

My replacement order has not been dispatched AND WILL NOT BE until Sony "investigate" where the original order could be.

Sony did not inform me of this - I had to call them and wait 22 mins on hold and then a further 17 mins while the agent "checked"

A supervisor came on the line and told me that the replacement order WILL NOT BE RELEASE by the warehouse until they locate the first order, WHENEVER THAT MAY BE.

Words cannot describe how angry I now feel.

When I asked for my money back he said it doesn't matter whether I get the TV or my money - it'll take the same amount of time because neither can be "released" by them until they locate the original order.

I felt very much like he was accusing me of being in possession of the original order and still wanting the second!!!

-- He didn't say that out straight, but implied it with the words he used.

I really don't know what to do next -- they have over €2000 of mine and I have nothing to show for it.

Re: "Dispute" with couriers

P_Fearghail — Fri, 19 Dec 2014 15:42:13 GMT

I still have not received my order.

DOES ANYBODY AT SONY READ THESE THREADS???

I ordered a TV on November 6 -- over 6 weeks ago -- and I STILL have not received it or had ANY word whatsoever about it.

PLEASE somebody HELP

Re: "Dispute" with couriers

Thalamus. — Fri, 19 Dec 2014 16:24:07 GMT

Hi,

sorry for not replying sooner I have had problems accessing the forum..:smileyconfused:

I'll see if I can get an update for you..

@P_Fearghail wrote:

DOES ANYBODY AT SONY READ THESE THREADS???

Sony do not normally reply to threads on the forum & it cannot be guaranteed that they actually read any of the posts..

Re: "Dispute" with couriers

P_Fearghail — Wed, 11 Feb 2015 13:25:43 GMT

As the OP to this thread I'm leaving this update :

My order was delivered this afternoon!!!

It has only taken 14 weeks -- my money was taken immediately from my account way back on November 6, 2014 and TODAY my order arrived.

My hair is considerably greyer after this ordeal.

Re: "Dispute" with couriers

klodiis — Fri, 12 Apr 2019 20:08:04 GMT

According to the CMR Convention, the carrier is liable for the total or partial loss of the goods or for damage during the carriage, as well as for the delay in delivery. This means that in the event of such loss or damage, the carrier is obliged to reimburse the party concerned for the value of the lost goods. Now the question is how to insure a Cheap Courier Insurance to then he not fell in such a situation?