Your NI Repair/Let Me Repair Experiences

Hi everybody,

First post here. I'm looking for experiences from people who have had to send NI hardware to LetMeRepairin Germany, specifically from outside the EU. I'm currently trying to go through this process and I'm finding it extremely frustrating!

tl;dr - Has anybody else had to post hardware to LetMeRepair in Obernburg, Germany? If so, how was your experience? What address did NI give to you? I'm not having a good experience!

My S4 is broken, and after raising a support ticket, have agreed with NI to send it to LetMeRepair in Germany for a new motherboard, or, worst case, a refurb unit. This was in August.

My first attempt to post the device failed at customs clearance. LetMeRepair didn't pay the duty within 5 days, and the S4 was returned to me. I spoke to DPD and NI who both blamed each other. I gave NI the benefit of the doubt and made a second attempt to deliver.

I tracked the package closely the second time, and emailed NI support to ensure that the duty was paid as soon as DPD's tracking showed that the package was in customs. I also spoke to DPD on the phone who confirmed the contact details for LetMeRepair and kindly sent a second request for payment. Unfortunately, the duty wasn't paid this time either, and the S4 was returned to me yet again.

I now have absolutely no confidence that a third attempt to post the S4 will be successful. I'm satisfied that DPD did everything that they could to obtain payment from LetMeRepair, yet NI are telling me to just try again. They're failing to acknowledge that the source of the problem appears to be LetMeRepair's delay in payment, not the postage/customs process. It's now taken three months, and cost me a significant amount of money in postage, yet I'm still no closer to getting my S4 working again.

To make matters worse, I had another email from NI support today, who stated that they've spoken to DPD and that "It is very important that they use the right address as mentioned in the papers attached". Frustratingly, the address on the paperwork that NI have generated for me this time is different to the one that they gave me in August! I'm now left wondering if all of this wasted time and money is due to NI giving me incorrect information in the first place. If so, this is totally unacceptable, and the lack of acknowledgement of fault from NI is very disappointing.

I'm extremely reluctant to make a third attempt, even with the new address, as I don't see how this will resolve a problem with duty payment at customs, but I'm desperate to get my S4 working again! Ideally I'd like to hear from people who have successfully had a device repaired at LetMeRepair Obernberg, that can help me verify that the address that I now have is correct...

 

Strange that you have to pay a fee or something, it's a used device and you send it to germany for a repair, not to sell it or something. But i don't know the exact law for customs to repair.


Uwe

I can send you the address

 

Ok i was on the german customs (zoll) website, you have to pay that, and normally the parcel service pays that for you and you pay them, in your case DPD.

Uwe


P.S. my experience with let me repair is really good, but I'm in germany, so never had problems with customs

 

Hey dant8708, sorry to hear about these misadventures. Could you send me your request number by direct message (go to my profile & start a conversation), so we can review the case ?