Never Seen Anything as Unprofessional and Customer Unfriendly Like Centrecom

dosada on 21/07/2023 - 21:43
Last edited 22/07/2023 - 10:32 by 1 other user

On 06.07.2023 i have placed an order for an iPhone with Centrecom. 10.07.2023 they shipped the phone out and 13.07.2023 Australia post claims it was delivered. When i got home there was no parcel anywhere. To my big surprise i had to realize that Centrecom shipped out a $2500 phone without signature on delivery. The postie chucked it close to the front door and by the time i got home someone stole it.

17.07.2023 after checking with all neighbors if it was maybe dropped off at their place i contacted Australia post. Within an hour i got an response saying "XXX, our apologies that this item was left in an unsafe place. The driver should have left the parcel in a safe place without public view, it would have been out of sight and not left totally visible to the street. I am deeming this item lost in transit due to the unsafe delivery location". It took auspost literally less than an hour to come up with the results of the investigation.

Same day i contacted centrecom and received as response "Thank you for contacting us. After checking your order was delivered and it was put on a safe place. Please see attached proof of delivery." How they knew that it was a safe location i still wonder. Australia post says the opposite. I objected that and said that i already contacted auspost and that they deem the parcel as lost in transit.

Response was "We will lodge an investigation with Auspost and our account manager there. PLEASE NOTE that Auspost investigations can generally take up to 7 business days, we have no influence to expedite their process". As someone who has a business account with auspost i know that this never takes 7 business days, maybe one or two tops.

20.07.2023 i emailed centrecom again asking about an update. No response.
21.07.2023 another email, and of course no reply.

I am leaving next week for my holidays and wondering if there is anything i can do to get them to move a bit faster. It is irresponsible to send an item worth $2500 without signature on delivery. Australia post has already accepted responsibility for the loss, this has been forwarded to centrecom and they have also received the case number. Something that should take a couple of hours, if even that, is taking now ages because centrecom simply doesn't give a shit about their customers.

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    • chris666 on 25/07/2023 - 19:20

      It's all the same company why should he pay extra? Centrecom should have the appropriate insurances on a $2500 item they send out

      • scar4ace on 25/07/2023 - 23:51

        Same company, different tiers of service.

        OP had the option to purchase insurance (~$25) which covers "lost in transit", guessing they didn't

  • aboogee on 24/07/2023 - 19:23
    +1

    I was caught in a similar situation, all be it for a $50pen. Sorry for your loss OP.
    It was during COVID, delivery was left in front of the entry to my apartment block (not even my doorstep)
    When it was missing, CATCH claimed that courier showed proof of delivery but the it wasnt even my signature
    They didnt seem concerned when I said i wanted to post of social media - and thats when i decided wasnt worth my time for $50

    • skittlebrau on 26/07/2023 - 09:20

      I do wonder how many parcels were stolen during the height of those COVID policies around postage. The fact Australia Post workers can just sign stuff themselves makes signature on delivery borderline useless for home.

      all be it

      albeit*

      Sorry I couldn’t resist.

  • velcrochicken on 24/07/2023 - 20:41
    -5

    Chargebacks are usually successful if the retailer cannot provide a signature for the delivery. Speak to your bank, centrecom agree to the terms of chargebacks when they sign up with there bank, they are free to refuse credit card payments if they do not like it or only use a courier that will deliver with a signature with no option for anything else.

    They can than chase aus post to recover any losses.

    It's completely hilarious people are suggesting a chargeback is fraud in this circumstance.

    • hazzad on 25/07/2023 - 08:57

      Why should the immediate conclusion be thst Cedntrecom suffers the loss when Auspost have admitted blame? Seems a little unfair dont you think? Also considering the OP's story and persistant lay of blame on a single issue being that they didnt choose Safe Drop, i think there is more to this to be honest.

    • johnfuller on 25/07/2023 - 09:12

      they cannot chase aus post to recover any losses, your putting the merchant at a loss because of OP's authority to leave request

  • Kranbone on 24/07/2023 - 22:34

    What an awful situation. From what I gather the item was sent with signature on delivery which at some point changed to ATL.

    My understanding for chargebacks is while the OP didn't get the item, the merchant fulfilled their obligation which was to deliver the sold item to customers address. They've done just that. I really don't see how the merchant can be blamed here.

    OP if you've paid by card, rather than doing a chargeback, see if insurance is offered in case of theft? You may need to sign a stat dec and there may be an excess which needs paying.

    • velcrochicken on 25/07/2023 - 07:30
      -7

      Leaving the package in an unsafe location with no confirmation the op physically received it will likely not satisfy the bank as a confirmed delivery so it will likely be a successful chargeback.

      • UFO on 25/07/2023 - 09:01
        -1

        Incorrect. Confirmed delivery isn't based on 'person to person' delivery, because in this instance that wasn't the agreed delivery type.
        Confirmed delivery (in this instance) was to the letterbox, and that was satisfied. How and why that was chosen isn't the point… the item was deemed received the second delivery was made to the letterbox.

        Chargeback isn't pseudo property insurance in case of theft from a private premises after the delivery has been completed.
        Once bank does it's review to see delivery was confirmed to the correct address (in accordance with the chosen delivery type), they'll knock the chargeback on its head straight away.

        If anything OP should be looking at his home and contents insurance, to see if such items stolen from his property are covered- not his credit card provider. There seems to be an issue with how and why ATL was permitted however, so that should be addressed first.

        • velcrochicken on 25/07/2023 - 09:07
          -3

          The agreed delivery type is irrelevent which just shows you are speaking on what you feel and not facts of how chargebacks are actually handled. A signature is required as confirmation of delivery to satisfy a chargeback being refused. Nothing but a signature confirms the delivery driver didnt just take a photo than walk off with the package.

          To prevent chargebacks items must be posted with signature required in all circumstances.

          • UFO on 25/07/2023 - 09:13

            @velcrochicken: As OP has said, item has been posted without a signature required… and that will be the reasoning in denying the chargeback claim. There's clearly dispute on how that occurred, but at the end of the day that's what has happened. This isn't "my feelings" on the matter, it's what I know to be true. In your example the credit card provider would be up for massive losses on consistent fraudulent claims for high value items not received because there's no signature. In your example, no one would ever need to get insurance or signed courier confirmation ever again!

            • velcrochicken on 25/07/2023 - 09:20

              @UFO: https://chargebacks911.com/delivery-confirmation-chargebacks…

              |"A signed acceptance is about the only form of delivery confirmation that provides compelling evidence of delivery"

              • UFO on 25/07/2023 - 09:31
                +1

                @velcrochicken: That's not Australian.

                Chargeback conditions in Australia are administered through each of the banks, and depend on which card platform (Visa or Mastercard) is being used. And none of their conditions state "signed acceptance" as the only accepted form of delivery confirmation. If Auspost can confirm delivery based on the agreed delivery method chosen at point of sale, then that is all that is required. You're clearly passionate about this, but surely you realise the banks aren't into giving free insurance payouts to anyone who wishes to defraud them.

                • velcrochicken on 25/07/2023 - 09:51
                  +1

                  @UFO: Visa and mastercard operate on global agreements. Pointless arguing, lets see what the outcome is if they do a chargeback.

            • Randolph Duke on 25/07/2023 - 11:02

              @UFO: It was sent with signature required, but safe drop was elected for the delivery. How that was elected is not clear.

              • UFO on 25/07/2023 - 13:12

                @Randolph Duke: How does that even happen? Signature required, but safe drop OK? Aren't they mutually exclusive?

                • Randolph Duke on 25/07/2023 - 14:42

                  @UFO: As the receiver, AusPost lets you override the signature requirement if you would like to do so. There’s discussion about it earlier in the thread.

      • hazzad on 25/07/2023 - 09:02
        +1

        Again you seem perfectly fine with Centrecom taking the financial loss when its clearly Ausposts fault for leaving the item in an unsafe location. And more importantly this seems like an all to easy way to defraud companies if you simpy have to choose safe drop, then claim it was stolen and then just make a chargeback. If the OP was concerned about not being there for pickup, then they should have chosen to have it shipped to a parcel locker as they suggested above that they are aware of parcels being stolen/lost in their area.

        • velcrochicken on 25/07/2023 - 09:11
          +1

          What is deemed as fair or morally correct in your eyes is not relevent to the conditions centrecom agrees to with there bank by taking visa and mastercard payments.

  • dcash on 25/07/2023 - 08:46
    +4

    If you elected not to pay for SOD and insurance, and the item was stolen, then surely it's a matter for the police now. Perhaps Centrecom can provide you the IEMI and you can then have the phone blocked by Australian carriers. Frankly, the sooner you realise that you've been taught an expensive lesson and move on, the better.

    • Deals For Days on 26/07/2023 - 15:07
      -1

      Disagree, what sort of electronics company sends out expensive items with no signature by default?

  • nwa on 25/07/2023 - 09:38

    OP you should invest in a CCTV and/or video doorbell, cheap solutions exists nowadays that would at least tell you exactly what happened or let you communicate with postie.

    • dosada on 26/07/2023 - 10:01
      -1

      How would that help me? A missing item is a missing item, regardless if I have footage of it or not. I'm sure whoever took has sold it already

      • juzza87 on 27/07/2023 - 11:23
        +2

        The Van driver would press the doorbell button, you would get notified on your phone, you can talk to them.They say they've got a delivery for you and you tell them no, please card me and bring it to the Post Office instead as it's high value.

        • nwa on 27/07/2023 - 20:41

          It could also help narrow down the receiver or the senders next course of action. E.g. If person who took parcel is a neighbour or identifiable can go to police with video evidence. Or strengthen your case against the senders delivery agent that they left parcel in an unsecured area. Also helped me in the past to prove things like item was delivered damaged to begin with.

        • chris666 on 29/07/2023 - 21:16

          The amount of people that have these doorbells that don't answer would amaze you

  • Uncle Chop Chop on 26/07/2023 - 08:36
    +1

    A few harsh people in this thread. As someone that receives parcels semi-regularly, Auspost almost always leave them on the door step if no one's home. I've never once asked for a Safe Drop, and never would, but fortunately never had any go missing either.

    I reckon it just comes down to the delivery driver not wanting to head back at the end of the day with half a van full of undelivered parcels to unload….

    • chris666 on 26/07/2023 - 13:25

      The scanners say what to do if customer has requested a safe drop it will come up on the scanner when the parcel is scanned at the door if it has a signature and no one is home it should be carded and taken to nearest po

      • Uncle Chop Chop on 26/07/2023 - 13:50
        +1

        No doubt, but still relies on someone doing their job correctly. And if I had a dollar for everytime I've seen someone not do their job correctly…

    • squaredonut on 26/07/2023 - 14:49

      I agree here. I've received quite a few parcels that has Signature required, and it's left on my door step. They think a flimsy gate that blocks the front door from the front street will stop someone. None of my auspost account settings state I want it to be automatically left in a safe place.

      There are many auspost contractor's that are super lazy.

    • Heaps for Cheaps on 26/07/2023 - 18:58
      +1

      Point Cook might as well be called Point Crook as it has had an ever-increasing surge of crime, particularly theft and burglary.

  • belongsinforums on 26/07/2023 - 09:56
    -2

    it's crazy to see so many people here siding with the retailer. ozbargain really worships corporate

  • dosada on 26/07/2023 - 10:04
    -1

    The seven days have passed. Of course there is no solution yet. Last email I got from them was on Monday saying that it has now been escalated to the manager and that they will get back to me as soon as possible. Of course without a time frame.

    • Randolph Duke on 26/07/2023 - 10:45

      In this instance sounds like you should be chasing up AusPost as to how safe drop got enabled for that package, rather than expecting a resolution from CentreCom. Not sure what resolution you expect from CentreCom here (well, I do, you want a new phone, but I can't see where they are at fault)

      • dosada on 26/07/2023 - 10:53
        +3

        I can't chase anything with auspost as I am not their customer. They have clearly stated that centrecom has to deal with them.

  • payless69 on 26/07/2023 - 11:10
    -1

    OP screws up and blames us?
    Far out!

    • dosada on 26/07/2023 - 11:31

      Who is us? And where did I screw up?

      • payless69 on 26/07/2023 - 14:14

        Whatever you order ensure you plan ahead how to get it.
        Auspost works perfect, giving me the option to leave without signature and postie makes picture and mails it to me.

        Only things that do not work is things we buy from dictator Palaszuck. She is worse than Dan!

      • Eeples on 27/07/2023 - 13:01
        +1

        You screwed up by relying on post for the delivery of a $2500 iPhone knowing that you were going to be away, knowing your in a crime area, knowing that Centrecom is only a short drive away, knowing your home cctv is broken.

  • minniethemoocher on 26/07/2023 - 12:42

    Did you get it in writing from AusPost that it was their error?

    • dosada on 26/07/2023 - 14:15
      +2

      Yes I did

  • Associatedmonster2010 @ Centre Com on 26/07/2023 - 16:44
    +3

    Australia Post have apparently confirmed the APCN (Australia Post Customer Number) related to this delivery indeed had SAFE DROP setup at some point. Whether they can elaborate on when etc I don't know. @dosada If you are adamant you never allowed SAFE DROP for Australia Post for this delivery or in the past you should contact them and ask them to investigate your APCN account/setup as they are stating unequivocally that it was enabled.

    • dosada on 26/07/2023 - 17:09
      -4

      Go figure. Here a screenshot of another tracking. Delivered just days after the centrecom one. And as I said, I got a delivery from centrecom just days after the phone drama and had to sign for it.

      https://files.ozbargain.com.au/upload/104487/105381/screensh…

      • dcash on 26/07/2023 - 17:44
        +5

        Maybe you turned off safe drop after the Centrecom delivery went missing, or maybe AusPost automatically turned it off on account of you contacting them regarding the missing parcel?

      • scar4ace on 27/07/2023 - 17:06

        BTW did you get a delivery on its way notification for the missing CC delivery?

        Did it say it would be taken to LPO if no ones home to sign for delivery like the above screenshot?

    • johnfuller on 27/07/2023 - 09:30
      +3

      he had safe drop enabled on his account when he's had issues with his address before. if i know I'm having a parcel sent to my address, there is no way i am having a valuable item delivered there unless 100% i am home

      look at the details, the item was submitted by the merchant at 3:48pm the day of dispatch, safe drop enabled at 4.14pm, he said he got tracking details at 5.10 pm, these tracking details would have mentioned we will leave it somewhere safe as safe drop was flagged, he had the opportunity to cancel safe drop, open a case with auspost, or even organise a redirect to another address.. all of which he did not do

      auspost did as asked but op knows the area is unsafe and has had other items go missing .. so now its somehow auspost fault ? .. somehow centrecom is at fault ?

      .. perhaps they left it there, someone took it .. why isnt he checking cameras ? getting police involved ? this is where i think OP has possession of the phone and is trying to double dip ..

      you sir, are the reason companies hate customers.

      • [Deactivated] on 27/07/2023 - 09:47
        +1

        So much this. The OP has a history of "not my fault". Just look at the posts.

  • Joda on 27/07/2023 - 09:10

    @monster2010

    On a side note - do you know what the outcome was of the recent "Ripped off by Centrecom" forum post?

    The post made a number of statements regarding CentreCom.
    The response from the CentreCom rep. raised the prospect that they might be innocent (e.g. proof of item serial number tracking from supplier-to-store-to-customer, as well as in-store video footage).

    Then the post disappeared…
    https://www.ozbargain.com.au/comment/13921644/redir

    Do you know the outcome of this - did the Tracking and Video footage clear CentreCom?

    • Associatedmonster2010 @ Centre Com on 27/07/2023 - 11:13

      Hi, I honestly don't know anything at all about that one, sorry. What was the crux?

      • Joda on 27/07/2023 - 11:36

        My recollection is that it was claimed an item had been substituted in the box that was sold by CentreCom.

        @beetran was the CentreCom rep. responding.

    • [Deactivated] on 27/07/2023 - 11:21

      I think you can safely assume that since that OP deleted their post then there wasn't anything to their accusations once the Centre Com associated a/c advised of all of the security mechanisms in place to detect fraudulent activity.

  • juzza87 on 27/07/2023 - 11:20
    +1

    I hope Centrecom has contacted Apple to let them know this serial number has been stolen, at least then it's only value will be in parts.

    • Associatedmonster2010 @ Centre Com on 27/07/2023 - 11:33
      +2

      CC is an authorized Apple seller, we can flag IMEI/handset and lock it once its turned on :-) So yes… useless.

      • dosada on 27/07/2023 - 12:01
        -7

        I am not a lawyer and to be honest I couldn't care less what happens to the phone, but who gives cc the right to lock someone's else property? The phone has been paid for and never delivered. Despite that I believe that I am the legal owner of the device and that I am the one who should decide if the device gets locked or not

        • Ash-Say on 27/07/2023 - 12:36
          +6

          No you are wrong. If the phone has been stolen and you are seeking refund or replacement device, it should be blocked immdiately and also police report lodged.

          You can't have your cake and eat it. While i sympathise you for your situation, your above comment suggests that something is fishy here!

          • dosada on 27/07/2023 - 12:37

            @Ash-Say: Centrecom refuses any kind of refund or replacement as per their last email from today.

            • Ash-Say on 27/07/2023 - 12:38

              @dosada: Well in that case, your only option is to take both APO and CC to the tribunal but make sure you have already lodged the police report and keep record of all events.

          • nwa on 27/07/2023 - 21:24

            @Ash-Say: I think I get the OPs thought process but I could be wrong. He doesn't want CC to have their cake and eat it too. He believes he has been wronged by CC as they are not doing enough to help him by fighting harder with AP or searching for all insurance or goodwill options as a company. He does not want CC to automatically decide what to do with a product they deem to be delivered correctly. They should be getting that authority from him as he is the one that has paid for the device, even if not in his possession and no refund as yet. Also it seems like CC are not giving him the serial number.

        • [Deactivated] on 27/07/2023 - 13:39
          +4

          As you never received the phone, the sales contract was never completed and therefore you never became owner of the item.

          The fact you want to control what happens to the phone reeks of scam. If it was stolen, you wouldn't care if it was locked or not.

          • dosada on 27/07/2023 - 15:48

            @[Deactivated]: I don't care what happens to it. But I do care that I haven't received the phone, a replacement, or a refund. And yet centrecom sees the case as solved.

        • lookingforTV on 27/07/2023 - 15:43
          +1

          Hahahahahaha

        • Joda on 27/07/2023 - 16:46

          Have you made a police report of its theft?

        • Joda on 27/07/2023 - 17:12

          Locking the IMEI/handset will make it difficult for the thief to profit from selling the phone.
          Also, it will hopefully prevent someone else from being ripped off by buying a phone not knowing it's stolen.

          But you need to quickly authorize CentreCom to lock the phone to save someone else from being ripped off.

      • Postal Dude on 27/07/2023 - 17:50

        Please do this :)

  • dosada on 27/07/2023 - 12:04

    Update for all. Australia post claims that I have requested safe drop back in 2016. I received an email saying that from AP and CC.

    However, safe drop is not what has happened here. That was confirmed by Australia post in writing and also forwarded to CC. I am not their customer and they have multiple times asked me that CC finds a solution with them.

    CC on the other hand sees the case as solved, despite the item being officially lost in transit and them being AP customer.

    I will escalate this case to ACL or ACCC, whichever deals with such cases as there has never been a successful delivery of the item.

    • Ash-Say on 27/07/2023 - 12:29
      +1

      Why have you not done chargeback as yet if you received written confirmation from Australia Post?

      I still don't understand the seller would send such an expensive phone without keeping a record of IMEI. This phone should have been blocked by now and the police report lodged if it has been stolen.

      OP- did you lodge the police report as yet?

      • dosada on 27/07/2023 - 12:35

        No i did not report it to the police yet. So far I haven't even received the serial number of the phone.

        As for charge back, unfortunately I was smart enough to wire the money. It was not paid by credit card, otherwise I would have done the charge back.

        • Ash-Say on 27/07/2023 - 12:37

          Police report doesn't require serial number. You are just summarising the events for them and they will take care of rest(if they decide to pursue further).

        • Joda on 27/07/2023 - 17:02

          Would you be willing to make a formal police report and provide the report to CentreCom?

          • dosada on 27/07/2023 - 17:03
            +1

            @Joda: Absolutely

            • Joda on 27/07/2023 - 21:07

              @dosada: Great - hopefully this helps your case with CentreCom.

              • Are you actually going to do this (make a police report and provide a copy to CentreCom)?

              Also, will you authorise CentreCom to lock the IMEI to prevent anyone else being scammed into buying a stolen phone?

              • This needs to be done urgently - just a quick reply to @monster2010 should do it.
        • nwa on 27/07/2023 - 21:41

          I think you some valid points, unfortunately you made many mistakes which makes it harder to get a resolution in your favour, unless you put in the hard yards by going to court. Not paying by cc is as good as paying by cash, on-top of buying an expensive item without any of the following elements at play, cctv, person to receive goods, insurance, signature on delivery.

    • Randolph Duke on 27/07/2023 - 13:23

      safe drop is not what has happened here.

      Do you mean because AusPost did not leave it somewhere "safe" on the property, or something else?

      • dosada on 27/07/2023 - 13:45

        Yes, because Australia post has confirmed in writing that the item was left in a not safe place as per their opinion.

    • [Deactivated] on 27/07/2023 - 13:40

      Hate to break it to you, the ACCC doesn't handle individual cases. The ACL stands for "Australian Consumer Law", so that isn't even an entity that exists to take on your "case". Nor will your state Department of Consumer Affairs.

      Your only option is to lodge a submission to your state's xCAT and take them to court that way.

  • dosada on 27/07/2023 - 17:11

    Centrecoms answer to the problem is quite funny.

    "It is normal when customers called Auspost to inform them they do not receive the parcel after it has been delivered, they will deem it as LIT."

    So if it is deemed as lost in transit I really don't understand how this means it's my loss? BTW before someone tells me again to contact auspost, I can't. I am not their customer and they asked multiple times that centrecom deals with them about this issue.

    Maybe I don't understand things right, but is it normal for a dealer to just back off after getting confirmed that their delivery partner seems the parcel as lost?

    • Associatedmonster2010 @ Centre Com on 27/07/2023 - 17:15
      -3

      I wouldn't deem a parcel that was left as per previous instruction / setup (according to Auspost), with a photograph of the item at your front door to be "Lost in Transit". If you bully the Auspost operators enough you can get them to send out an email with "LIT" every time, just so they can get you off their back - that is the reality.

      • dosada on 27/07/2023 - 17:18
        +1

        That is quite a rude and false statement. And unless you can officially speak for the company you should probably stop replying.

        I have no abused anyone.

        • Associatedmonster2010 @ Centre Com on 27/07/2023 - 17:22

          You've chosen to read it that way. My point was that it is very easy to have Auspost reply with "LIT".

          The parcel I lost with SAFE DROP from Harvey Norman was also "LIT", in my case they didn't even have a photograph of the parcel at my house, the deliverer claimed he left it on the mailbox, then changed his story a few times, but I still never got a cent from HN - because had I not elected to allow SAFE DROP on the delivery they'd have carded it or gotten a signature if anybody was there, I've accepted that it was my responsibility once I allowed the deliverer to just leave the parcel at the front of my house when nobody is there. As much as it pains you, you'll have to reconcile this too. Expensive lesson I know!

      • dosada on 27/07/2023 - 17:21
        +1

        And even more important. Even if there was a safe drop request from back in 2016, Australia post has confirmed that the item was left in an unsafe place and that it shouldn't have been left there.

        XXX, our apologies that this item was left in an unsafe place. The driver should have left the parcel in a safe place without public view, it would have been out of sight and not left totally visible to the street. I am deeming this item lost in transit due to the unsafe delivery location. I have sent a feedback complaint to the Delivery centre so that we can avoid this happening again.

        • Associatedmonster2010 @ Centre Com on 27/07/2023 - 17:28
          -2

          I hear ya 100%. It's not good. However it is all moot when you allow SAFE DROP, realistically the postie could photo the item at your place, nick it, and that's that. SAFE DROP is really not a good idea at all, in this day and age you are just putting a big "please steal this" sticker on your parcels. I have heard of gangs following Auspost delivery vans/bikes around and stealing parcels after they are left. It seems to be a deeply flawed and stupid system, with Australia Post taking no responsibility whatsoever, but no matter which way you look at it, you did opt in.

          • dosada on 27/07/2023 - 17:30
            -1

            @monster2010: Yes, obviously I did opt in for it back in 2016. However, safe drop didn't happen here and that has been confirmed by auspost.

            • Associatedmonster2010 @ Centre Com on 27/07/2023 - 17:32
              -1

              @dosada: <shrug> sorry for the loss bro, I don't want to rile you up more so we'll leave it at that. All the best. (Just for anyone late on the thread - I'm not posting officially on behalf of CC - associated by employment only, and I don't have any bearing directly on this area of operation. Just following out of interest and previous experience!)

            • nwa on 27/07/2023 - 21:09

              @dosada: I thought safe drop has to be selected for each and every parcel, not a bulk selection that you do once and it applies to every item since then? If so there should be a clear option in your online account to toggle this selection yet I can't seem to find it. If this is a true story (the theft) I get your frustration that you feel CC is not arguing the case with AP like you would, as obviously you can't do that as you aren't their customer.

              • [Deactivated] on 28/07/2023 - 13:00

                @nwa: @nwa: There's an option to turn on safe drop and ignore signature on delivery for all deliveries moving forward. If that's turned on, then it overrides things.

        • [Deactivated] on 28/07/2023 - 13:01
          +1

          If anything that shows you should be going after Aus Post for not fulfilling safe drop and they admitted fault. Again, not CentreCom's problem.

      • Joda on 27/07/2023 - 17:28

        Has it now been confirmed this wasn't CentreCom's fault?

        It is irresponsible to send an item worth $2500 without signature on delivery

        Did the purchaser's (apparently inadvertent) Safe Drop instructions override CentreCom's requirement for a signature?

        • Associatedmonster2010 @ Centre Com on 27/07/2023 - 17:30

          SAFE DROP overrides Signature on Delivery yes.

          • Rukiata on 27/07/2023 - 22:12

            @monster2010: SO why is it sometimes you cant even click safe drop it gives no option and allows sign only.. something is fishy here with Centrecom. Because most items that are costly have and also have sign are forced it and not able to swap for safe drop, so you guys are using something wrong here.
            as known by buying stuff off ebay like laptops, phones, consoles even games and stuff even 50 dollars sometimes wont let me safe drop.

            so please explain this?

            wonder why im down voted lol its true.

            • 2025 on 28/07/2023 - 00:29

              @Rukiata: I’m be noticed this - I have safe drop on and only some signature on delivery parcels can be delivered with safe drop.

              According to Australia Posts own page it’s something that the sender decides. The sender decides whether signature on delivery can be overridden with safedrop.

              Which parcels are eligible for Safe Drop?
              Signature parcels are eligible for Safe Drop when:

              • the sender provides your contact details
              • the sender allows Safe Drop

              SAFE DROP overrides Signature on Delivery yes.

              I’m not actually sure if Centre Com staff claiming something different to Australia Post’s published policy is professional

              Even if that staff member is claiming not to represent Centre Com in this thread, the fact that the information provided seems to be incorrect compared to Australia Post speaks volumes as to the culture at that place.

              Infact, Centre Com says this about Australia Post on their site when quoting postage:

              All standard parcels are sent via Australia Post. This is our most economical and trusted service.

              • matt-ozb on 28/07/2023 - 00:46

                @2025: It's not an official centrecom response .. just a dude that works there and chipping in his input on ozbargain

                • Associatedmonster2010 @ Centre Com on 28/07/2023 - 11:27

                  @matt-ozb: Ya, ya. I mean I can ask people here things etc and find out where its at, but they might also tell me to stop poking my bit in :)

              • Associatedmonster2010 @ Centre Com on 28/07/2023 - 11:31

                @2025: You assume the worst, culture and not having the information at hand are two different things. I believe the web guys are discussing the possibility of locking safe drop out now (due to this), they did it before and there were complaints the convenience was removed from what the downstairs guys are saying. I think it'll be something like opting in for safe drop at the checkout and accepting all responsibility then, otherwise locked for signature if over certain amount… see what happens. Positive change is good.

                • Rukiata on 28/07/2023 - 11:36

                  @monster2010: so why didnt they lock it out for items over 1000+ at the start? lol like most places do..

                  • Associatedmonster2010 @ Centre Com on 28/07/2023 - 11:37

                    @Rukiata: See above, there were complaints from the flip side, "we weren't home and couldn't get it left, there was no option".

                    • Rukiata on 28/07/2023 - 11:37

                      @monster2010: for an 1000+ item!??????? why would they want it left … im talking about all items above 500 or 1000 need to be locked. If i brought from you guys and it did auto safe drop i would be pissed

                      • Associatedmonster2010 @ Centre Com on 28/07/2023 - 11:43

                        @Rukiata: I hear ya… definitely looking into it here, business is always about iterative improvements. There is definitely a service code which provides signature and no SD option. I'd like to see the SD option still, so long as customers can accept (via T&C/tick box) the responsibility of loss on the check out - as just locking out all SD will for sure inconvenience some other people. The interesting thing here is how Auspost can operate with impunity in these circumstances, they take zero responsibility even for blatantly wrong and poor deliveries. All this can be avoided by saying "wow - yes we left a safe drop in full view of the street, the deliverer clearly needs a warning and re-education, and we'll compensate you", but they don't, and won't. And in before the "well use another carrier", Auspost are still one of the best, most efficient and cost effective, and other couriers do similar anyway.

                        • Rukiata on 28/07/2023 - 11:45

                          @monster2010: when i buy online and the item is costly, they dont allow safe drop i think your business should do the same so this won't happen again, if op is scamming you guys or not i dont know if he planned to keep phone and money from refund.
                          he seems sus should be banned from this website if he is trying to scam.
                          im not sure if you can allow locked safe drop onn all items above $500 auto and let items below use safe drop. im not sure if that can work of if you guys need to manually do it

                          • Associatedmonster2010 @ Centre Com on 28/07/2023 - 11:48

                            @Rukiata: There is definitely talk of making changes to the system, I can confirm that. I believe they are concerned about reverse complaints (no flexibility etc, cant SD) like last time they turned it on. Bear in mind too that this kind of happening is a very, very small percentage of safe drops out of nearly 1/2 million deliveries from us a year, so removing convenience from tons of honest folk is something they are really mindful of here. Its just not ideal :(

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