My Experience with MBP Europe and DHL – Package Lost in a Fi

Hi everyone,
I wanted to share my recent experience with MBP Europe and DHL regarding a second-hand Blackmagic Pocket 6K camera I purchased, and I’d love to hear your thoughts or advice on what I should do next. Here’s the breakdown of everything that’s happened:
1. The Purchase:
• I purchased a second-hand Blackmagic Pocket 6K camera from MBP Europe, and opted for Express Next Day Shipping.
• When it arrived on December 23rd, I noticed a loud buzzing sound coming from the camera’s fan, which was definitely not normal. So, I decided to return it.
2. The Return Process:
• I contacted MBP Europe about the issue, and they were very helpful. They provided me with a prepaid DHL shipping label and I sent the camera back on December 27th (a Friday).
• The return was supposed to take 1-5 days, but since it was the holiday season, the package was delayed and got stuck in Brussels around December 31st. No updates for a while.
3. Dealing with DHL:
• On January 6th, I noticed an update from January 2nd, saying “please contact DHL.” I called them, and they assured me everything was fine, just waiting to be transported from Hanover to Berlin for delivery by January 7th.
• However, January 7th came and went without any updates, so I called DHL again. That’s when they told me the shocking news: the package had caught fire during transport due to a serious accident with the cargo transport.
4. MBP Europe’s Response:
• I reached out to MBP Europe immediately after hearing this. They acknowledged the situation and said they would escalate the case to the appropriate team. DHL confirmed they were aware of the fire.
• They told me that an investigation would take up to 30 days and that they couldn’t just issue a refund right away.
5. What I’ve Done:
• I’ve provided proof of receipt from the delivery, as well as the email from DHL Express Portugal confirming the incident and the fire.
• I’ve made it clear that I believe MBP Europe should refund me, as they can claim the insurance directly from DHL, given that they were already informed of the situation.
6. My Question:
• What would you do in my situation? I have all the receipts and proof of tracking updates along the way but I’m not sure how long I should wait. Should I push for the refund now, or is it reasonable for them to investigate before providing a solution?
• Has anyone else dealt with something similar?

I really appreciate any advice or tips. Thanks in advance!

Hi there,

I'm sorry to hear about the frustrating situation you're dealing with. Here’s an analysis of your case and some practical steps you can take:

Legal Context

1. Responsibility During Return Shipping: Since MBP Europe is a business and this purchase occurred within the EU, consumer protection laws apply. In return scenarios for repairs, replacements, or refunds, the seller (MBP Europe) is responsible for the item until it is successfully received back at their location. This means the risk of loss or damage during shipping lies with them, not you. The fact that MBP provided the prepaid DHL label reinforces that the shipping risk is their responsibility.
   
2. DHL's Liability: DHL typically includes standard insurance for shipments (often up to €500 for DHL Express). For high-value items like your Blackmagic Pocket 6K camera, MBP Europe should have purchased additional insurance. Any claim against DHL for the fire-related loss should be initiated by MBP Europe as the contract for shipping is between them and DHL.
   
3. Your Right to a Refund: You are entitled to a refund as the item was returned for a legitimate issue, and its destruction during shipping is not your fault. MBP Europe is obligated to reimburse you regardless of how long DHL’s insurance investigation takes, as this is a matter between MBP and DHL.

What You Should Do Next

1. Provide Formal Notice to MBP Europe: Write a clear and polite email to MBP Europe, setting a reasonable deadline (e.g., 14 days) for them to issue your refund. Mention that you’ve provided all required proof (receipts, tracking information, DHL’s fire confirmation) and that the responsibility lies with them as the seller. Emphasize your rights under EU consumer protection laws, which state that the seller is liable until the item is received back at their facility.
   
2. Leverage Consumer Protection Channels: If MBP Europe delays further, you can escalate the matter through the European Consumer Centre Network (ECC-Net) or use the EU’s Online Dispute Resolution (ODR) platform (https://ec.europa.eu/consumers/odr/). These channels are designed to mediate disputes like yours effectively.
   
3. Contact DHL for Documentation (Optional): While MBP Europe should handle the insurance claim, you can ask DHL for more details about the fire and the status of their investigation. This information might help you push MBP to act faster.
   
4. Check Payment Options for Refund Alternatives: If you paid via credit card, contact your credit card provider to explore a chargeback (dispute) process. Many credit card companies offer consumer protections for cases like this.

Reasonable Wait Times While investigations by DHL may take up to 30 days, your refund should not be delayed because of this. MBP Europe can recover the value of the camera through insurance, but that process is independent of their obligation to refund you promptly.

Closing Advice Stay firm but polite in your communication with MBP Europe. Reference your rights as a consumer and make it clear that you expect timely resolution. If the situation remains unresolved after your deadline, escalating through consumer protection mechanisms or pursuing a chargeback are viable next steps.

I hope this helps! Let us know how it turns out.

Hi Robert,

Thank you so much for your detailed and incredibly helpful advice. I truly appreciate the time you took to break everything down so clearly. It’s given me a much better understanding of my rights and the steps I can take to resolve this issue.

So far, I’ve tried to remain reasonable and proactive. I contacted MBP Europe’s customer service as soon as I learned about the fire. They’ve seemed cooperative, informing me that their specialized team would reach out, but it’s now been three days, and I haven’t heard from them yet. I also requested that the situation be escalated, and while the agents assured me their manager would contact me, that hasn’t happened either.

On the DHL side, I spoke to their Portugal team, who confirmed the cargo loss and provided me with an email outlining the situation, which I forwarded to MBP along with the delivery receipt. Interestingly, DHL told me over the phone that they had already provided MBP with a full report on the incident. They also mentioned that I, as the customer, shouldn’t be involved in the insurance process directly, which aligns with your explanation.

While I’m trying to remain patient (it’s only been three days since I found out about the fire), the overall return process has been ongoing since December 27th, and all the concrete information I’ve received has come from DHL, not MBP.

I plan to follow your advice and send MBP a formal notice with a clear deadline for a refund. If no progress is made, I’ll consider escalating through the consumer protection channels or looking into a chargeback through my payment provider.

Thanks again for your thoughtful response—it’s been invaluable. I’ll be sure to update the forum with any developments!

Best regards,
Fábio Lopes

Hi Fábio,

thank you for your kind words, and I’m glad to hear the advice was helpful! Handling the situation in a reasonable way, will hopefully result in a positive outcome for you.

A few thoughts based on your update:

1. Stay Patient but Firm: While three days without a response from MBP’s specialized team is frustrating, it’s not uncommon in cases like this. When you send your formal notice, it might be a good idea to give them a reasonable timeframe (e.g., 14 days) to process your refund, as this shows you’re being cooperative while also setting clear expectations.
   
2. Highlight DHL’s Statement: The fact that DHL has already provided a full incident report to MBP strengthens your case. In your formal notice, you could mention this to reinforce that MBP has the necessary information to move forward with your refund and should not delay their response due to the insurance investigation.
   
3. Leverage Consumer Protection Channels if Needed: Your plan to escalate through consumer protection or consider a chargeback is solid. Hopefully, MBP resolves the issue before it gets to that point.
   
4. Share Updates with the Forum: I think your detailed updates are incredibly helpful for others who might face similar situations in the future.

Looking forward to hearing how things progress. Best of luck!

Hi Robert,

Thank you once again for your incredibly helpful advice—it really guided me through handling this situation effectively. I took your suggestions to heart and sent a polite but assertive email, referencing the 14-day deadline and highlighting DHL’s confirmation of the incident. I also made sure to emphasize my rights under EU consumer protection laws, pointing out that MPB is responsible for the return until it reaches their facility, regardless of the courier’s situation.

It seems to have worked! Within minutes of sending my message, I received responses from two different employees at MPB. They acknowledged the cargo incident and assured me that they would process a €60 refund (reflecting the price difference from the older camera) within 5 business days and ship the replacement camera afterward.

The email also made it clear that they were aware of their obligations in this case, which I believe was strengthened by referencing European dispute mechanisms. Knowing I was prepared to escalate to organizations like ECC-Net or ODR likely helped move things along.

Hopefully, this will all be resolved by the end of this week or early next week. I’ll keep the forum updated on the outcome—it may help others who face similar issues in the future.

Thanks again for your support and invaluable advice!

Sounds good.
Ah, consumer rights in the EU, you only miss them where you don't have them!
Anybody remember "The Life of Brian", where the 'revolutionaries' complain abut the Roman Empire and one is always contradicting, mentioning the achievements? I always have to think about that when right-wingers spread their hate of the EU…
I hope it all ends well for you.

I completely agree about EU consumer rights! They’re one of those things you might take for granted until you really need them—and then you realize just how crucial they are.

And yes, I know exactly the scene from The Life of Brian you’re talking about—the “What have the Romans ever done for us?” bit is such a brilliant satire of that kind of contradiction. Aqueducts, sanitation, roads, medicine… it’s always so ironic, and honestly, it feels so fitting here. The EU gets plenty of criticism, but when you really think about all the protections and benefits it provides, it’s hard to ignore its value—especially in situations like mine!

Thanks for your support—I’m optimistic it’ll all end well, and I’ll definitely keep everyone posted!