Returned to Sender

[klahorse]

My Rasberry Pi was delivered to the wrong address (order has correct address, parcel force details had the wrong address) and was returned to sender.

Parcel Force say RS have received it back so it is no longer their problem, RS say its not their problem and I am getting no answer from e-mails to Rasberry Pi.

I have paid my money and have not received my goods.

How do i resolve this please.

Michaela

[jamesh]

This is RS's problem, you need to contact them. Or you can talk to your credit card company and have the credit reversed since you haven't received the goods.

The Foundation isn't able to help here (and gets a lot of email which is probably why there has been no reply).

[myles]

I am in a similar situation. My Raspberry Pi was shown as having been delivered to the wrong address, and signed for, I happen to know the people at that address and they haven't seen it! The order had the right address on it. RS have been *very* slow to acknowledge receipt of my complaint. They have had my money now for about 6 weeks.

[stevepdp]

See JamesH's advice again.

With regards to their slow feedback, you may get a quicker response by calling them.

I hope you're both able to resolve your matters in the near future.

[klahorse]

I have tried calling but I was told that any Rasberry Pi issues can only be delt with via the e-mail address.
My Pi was dispatched on the 19th of May and it is now the 17th of July I have had no response from RS to any of my enquiries, no product and no money back.

[darknyght00]

I have a very similar issue (except with element14).

My Pi (I consider it mine- I paid for it, there's just the issue of geography) was ordered on 3/9 shipped on 6/19 received at my university address on 6/26 and promptly returned to sender with absolutely no attempt to contact me. I'll be having an entirely separate dressing down of the university services (when I inquired with them, they gave me the runaround for a couple days before telling me they gave up my goods) but I have none the less emailed Newark's customer support explaining the situation (7/17 10:10 MDT) and have yet to hear anything back.

Unfortunately, from what I've read about customer service at both major distributors, it seems as though my Pi will be lost forever in shipping limbo while people ordering bulk today get theirs in what seems like no time at all compared to my wait. Naturally, if Newark has failed to respond within 72 hours, I plan on attempting to call them directly but I have low hopes for this method as well. I don't want my money back- I just want my friggen' Pi. (the Adafruit case should show up before Friday and will sit sad and empty until it arrives).

I had hoped to have it in my hands before I left for Summer, then I was sure it would show up as a nice midsummer present to myself, now I don't know what to think. I really like the idea of the Raspberry Pi and want to support the foundation but forces are hard at work preventing that goal. Getting other people excited about this is kinda hard with all the issues I'm having (except for the shipping thing, I've even got my father- completely non tech guy nearing retirement- excited to try linux)

Has anyone had this type of issue and had it solved? I could really use some hope right about now.

[darknyght00]

I apologize about the double post but I couldn't find an 'edit' function.

Good news, bad news:

Good news- Newark responded to my email in under 24 hours.
Bad news- They haven't seen my Pi either

Good news- UPS has investigated the status of my Pi's scan activity
Bad news- It's exactly where student services said it wasn't

Good news- It's exactly where student services said it wasn't
Bad news- Student services can't find my Pi in their own office

I'm working with a different representative from the university now who is hopefully more inclined to be helpful in resolving this but it seems there is still a ways to go before I have the board in my hands.

Newark was at least more prompt that reports of what RS's customer service is like. However, the response received was what I would consider overly clinical (a list of data about the shipment that looked copy-pasted from UPS's tracking website- this I can do myself). The important thing is that I received a response in a timely manner so kuddos Newark! I do, however, wonder what the response would have been had the Pi made the trip back to the warehouse...

[kashavsehra]

Hi Klahorse, the exact same has happened to me with RS! How did they deal with your incident?

[myles]

To recap: a RPi has been delivered to the wrong address and signed for. I happen to know the people at that address and they didn't sign for it and have not seen it. RS have had my money for almost 9 weeks.

RS still has not resolved this. I have phoned them three times, emailed them three times, twice they have said they will phone me back and haven't, and twice they did actually phone back. The latest status?: an email has been sent to another internal department to see if they can fix it. I thought we were getting somewhere when I phoned 08457 201201 and refused to be transferred and pointed out that it looks like there has been a theft or fraud.

This is so much hassle that I am going to try and cancel my order and try again another time.

[darknyght00]

Update on my case:

After two weeks of the university investigating, my package seems to have grown legs and wandered off (I had hoped to save this hardware project for a later date but what can you do?). The UPS scans indicate that it has still not moved out of the university's possession. Both parties are adamant that the other is at fault.

I have made a follow up request to Newark in light of the parcel's disappearance to file a claim with UPS for the missing package (if it is indeed with the university somewhere, it's lost to the inky void of bureaucracy and corruption) and reship my order- worded in such a fashion so as to not illicit merely a factual response but actual action. Their response (once again in under 24 hours):

"Thank you for writing.

Our expectation is to be working on your request or moving to a resolution within 24 hours. We appreciate that you have contacted us and we will get back to you soon. If you need immediate assistance, please feel free to contact us at: 1-800-463-9275."

Under the circumstances, I believe this is the best possible response I could receive. We will have to wait and see what ends up happening but I hope that this long journey is almost over! I'm not super hopeful that a replacement will be shipped (at least not quickly) considering the high-profile status of the Pi at this time but I have very few options.

So far, Newark has been prompt about responding to my emails and has not caused any additional grief in this most unfortunate process. Customer service is a tricky business because anyone who has to utilize it is usually coming into the transaction pretty unhappy at the start of things. The best you can hope for is to not aggravate the customer further.

[myles]

Well, finally someone at RaspberryPi <RaspberryPi@rswww.com> has said they will give me a refund, and they are also going to send me a PI so I am happy in the end. Good luck to everyone else who has had problems. In the scheme of things it must be very rare for things to go wrong like this.

[darknyght00]

Just to clarify, you mean to say RS Components right? The foundation itself is not doing anything with the actual ordering or shipping processes.

You are (hopefully) correct in saying this sort of thing is rare. It just seems worse that it is occasionally because of the very vocal minority.

Good news on my case: Newark has submitted a claim with UPS at my urging and has shipped a replacement Pi! This time, it's headed directly to me instead of passing through the university so there won't be any chance for a fumble.