This happened to me some 2 years back(2007) in USA when I came here for a business trip and ordered 2 identical digital cameras from DELL. I ordered the stuff much before I was suppose to leave for India. I ordered the same online since I liked the price, camera and DELL promised me to get this shipped much before my last day in USA.
Finally, DELL shipped the stuff with DHL(least preferred carrier) and I was given a tracking number. We were all bachelors living in the apartment who would go to office during the day time. But we had pasted a sticker on the apartment door indicating to leave any mail with leasing office and not to leave it on the door.
In the afternoon when I tracked the mail online, I saw that as delievered. But when I checked with leasing office, I was told that they haven’t received anything. When I again saw it online, I realized that the DHL person has left it on front door since there was no one at home. When I went for lunch, I couldn’t see the mail that had 2 boxes. I assume, some one had taken those away.
Following this, I thought to first call DHL who simply turned me away saying’Its not their responsibility’. I asked them if they could read the sticker and should leave any mail to the leasing office, but they did not hear me. Finally, when I called DELL, I was very much apprehensive of my money. But to my surprise, when I called DELL and explained the story just once, they understood the agony I was going through and offered me with new set of same cameras. I was shocked to hear this. Then they asked me the expected delivery date for the new shipment which was way beyond my last day in USA. I explained them the situation and they offered me full refund. I was more then happy to hear this.
Finally, I received the refund and bought same cameras when I returned to USA 1 month later. I must say DELL’s customer service was amazingly fabulous.