Wrong charge for not returning the router (it was returned)

[DanielMa]

Dear Vodafone Team,

I got charged on my bill in November for 97,47 EUR for not returing the old router (I had a change of router because first one did not work well). I have a confirmation for sending you the router (please find it in the attachment).

Please reconfirm that you will not charge me with 97,47 EUR.

Kind regards,

Daniel

Edit: Image removed due to private data. VG_Grit

[Tina · Accepted solution]

Hello DanielMa,

I still have your customer data. The cable router arrived a little late. The costs will be credited to you with the next invoice.

Best regards

Tina

[DanielMa]

Dear Tina,

On what conditions it was delivered too late? On the agreement is stated that we have 90 days to return broken device. You have sent it to us on 15.07. (DHL delivered it on 19.07.) and we send it on 09.10. It is less than 90 days! I have all the documentation that it was returned in less than 90 days.

Kind regards,

Danile

[Tina]

Hello DanielMa,

the period began on 16.07.2020. Important is the day we receive it.

Best regards

Tina

[DanielMa]

Hello Tina,

If 90 days is counted from 16.07. then 90 days mean that you should receive it maximum on 14.10.  I have sent it on 09.10. Why do I have to pay 100 EUR for the fact that it took more than 5 days for DHL to deliver the package?  I am not responsible for the fact that DHL did not delivered the package in normal time of 2-3 days like regular domestic delivery. Why do I have to pay for DHL mistakes?

I ask you kindly once again to respect the fact that I sent back the router on time in 90 days period as mentioned in agreement. I am not responsible for delays of DHL.  As your customer I did everything according to agreement and I am not responsible for the fact that DHL failed. In this matter DHL should be charged with the fine, not me.

What If I would have sent the package and DHL would lost it or had even longer delay? Would you blame me too for this?

Please show me where in the agreement is written that I, as a customer, am responsible for problems with DHL delays.

Kind regards,

Daniel

[strg-alt]

Tina wrote, that the money will be credited with next invoice. So no reason to complain about that anymore.

DHL typically needs up to 7 days for shipping, then within Vodafone it also might take 1 or 2 days to book the incoming goods. There is always some delay.

If the shipment gets lost the insurance of DHL would pay. That's why you need to keep the shipment receipt.

[DanielMa]

Thank you very much for your reconfirmation.

Kind regards,

Daniel

[Lars]

Hi Daniel,

a special thanks to @strg-alt. He explained it correctly. Do you have any more questions now?

Best regards

Lars