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Damaged goods sent with parcelmonkey
Lotus-eater
Posts: 10,792 Forumite
I used parcelmonkey (via Fed ex)for the first time this week to send 2 parcels.
One has been badly damaged in spite of what I thought being wrapped in lots of bubblewrap, with a fragile sticker on it.
The buyer contacted me yesterday to say it was damaged and could he/we claim off the courier.
Having a look at the terms on PM, they don't accept any claims for internal breakages, unless the outside box is damaged.
I've used Interparcel before and they've always been very good via UPS and checking out their terms, seem to offer a far fairer claims system.
I've asked the buyer if the box was damaged, although he hasn't got back to me yet, I'm guessing it hasn't.
He's a nice guy and I want to do the right thing. On the auction I did have written, that due to the age of the item, I couldn't absolutely guarantee that it would get there in a working condition, but that I would wrap it up well. But of course this is something else from that.
What do you think the right thing is to do?
One has been badly damaged in spite of what I thought being wrapped in lots of bubblewrap, with a fragile sticker on it.
The buyer contacted me yesterday to say it was damaged and could he/we claim off the courier.
Having a look at the terms on PM, they don't accept any claims for internal breakages, unless the outside box is damaged.
I've used Interparcel before and they've always been very good via UPS and checking out their terms, seem to offer a far fairer claims system.
I've asked the buyer if the box was damaged, although he hasn't got back to me yet, I'm guessing it hasn't.
He's a nice guy and I want to do the right thing. On the auction I did have written, that due to the age of the item, I couldn't absolutely guarantee that it would get there in a working condition, but that I would wrap it up well. But of course this is something else from that.
What do you think the right thing is to do?
Freedom is not worth having if it does not include the freedom to make mistakes.
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Comments
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Thats just rubbish and is really a worthless thing to write in any auctionthat due to the age of the item, I couldn't absolutely guarantee that it would get there in a working condition, but that I would wrap it up well. the item to the customer in one piece is your responsibility
IF it is broken the buyer can open a SNAD via paypal and get told to send back for a full refund (which paypal will do) So you dispute with PM has nothing to do with him really.
Assess the damage. Get photos then refund the buyer then argue with PM. Although I can see the point though if the external packaging isn't damaged was the object really packed well enough?0 -
You think so? I was sending a delicate piece of old electronics, they can be very temperamental. I thought I was being honest. Probably meant I got less for the item as well.Thats just rubbish and is really a worthless thing to write in any auction
I haven't got a dispute with PM, as they won't accept any liabilty. I thought I had packaged it very well, but as you say, if it was damaged then obviously I didn't. Any claims have to be in to PM by 4m the following day (today) and as the buyer hasn't got back to me after I sent him a message last night, even if the packaging was damaged on the outside, I don't think we can make the deadline. What with all the conditions that they want.IF it is broken the buyer can open a SNAD via paypal and get told to send back for a full refund (which paypal will do) So you dispute with PM has nothing to do with him really.
Assess the damage. Get photos then refund the buyer then argue with PM. Although I can see the point though if the external packaging isn't damaged was the object really packed well enough?
I'll refund him and arrange for the item to be picked up. It's going to have cost me alot though (well for me)Freedom is not worth having if it does not include the freedom to make mistakes.0 -
Lotus-eater wrote: »You think so? I was sending a delicate piece of old electronics, they can be very temperamental. I thought I was being honest. Probably meant I got less for the item as well.
The thing is as I said technically you are responsible for getting the item to the buyer in one piece. Writing this almost sounds like you are trying to cover yourself already before the sale. I know you were trying to be honest but sometimes things like this can backfire. It also means that you can open yourself up for a scam as it sounds like you are almost expecting it to be damaged.
I know old electronics can be difficult to post. Ive sent a few myself. I also know that even if you pack them well they can still break (depending on them) I have had that problem. I normally on really delicate items photograph packaging inside and out. So that i can attempt to fight a claim.
I also know that a few people have had problems claiming off PM. I think there was a post the other day in the cheap parcel thread when someone had a few problems HERE You may have to wade through some of the posts to find it though0 -
I'm certain it's not a scam, this guy just doesn't have the air of it.
The thing is, to damage it in the way they have, they must have dropped it repeatedly onto a concrete floor, that's the only way it could have been smashed in the way he describes it.
It's annoying, but there is a first time for everything I suppose and I've learn't my lesson not to use PM again and to make even more sure that everything is wrapped up properly.
That's a good tip about photographing the packaging.
How do I go about getting him to do a SNAD then? Thing is, I've sold stuff on and off for 10 years and never had a problem like this before.Freedom is not worth having if it does not include the freedom to make mistakes.0 -
You don't have to get him to do a SNAD (its better he doesn't). You can just go into paypal details of the transaction and refund from there.
I hope that you do manage to get something off PM. I'm quite paranoid with couriers, so I always check there compensation and claims procedures before anything else. I've never used PM but the fact that you have to make a claim within 24 hours of delivery always put me off. Most other ones at least give you 2 days to get it together. If you have other responsibiliies as most of us have and the buyer takes a few hours to contact you. 24 hours is a very tight limit, thats the reason I have never used them0 -
Stupid thing is, i did read about PM having tight claims times on here, when I researched it, but someone came on and said it would be changed,
In all honesty, I never expected anything to go wrong, my fault.
Parcels to go, just didn't pick up and didn't even offer an explanation.
PM has a horrible web site and someone mentioned how easy it was to send to the wrong address and now Fed ex smashing my parcel, has put me off them.
Interparcel I used once and I'm not kidding, they were here 15 minutes (via UPS) after online booking
Now I know they must have just been luckily local anyway, but I know what I'm using in the future, even if they aren't as cheap as PM. Freedom is not worth having if it does not include the freedom to make mistakes.0 -
I've never had any problems with interparcel either. I've a couple of others i'm trying at the moment as I like to have one or two possibilities. I have totally given up on Parcelforce due to silly prices and horrific service. I have found that there is some really poor service from some of the resellers. I do sometimes use DHL directly (and never had problems) but when i've used them via a reseller its been a nightmare
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Lotus-eater wrote: »I'm certain it's not a scam, this guy just doesn't have the air of it.
The thing is, to damage it in the way they have, they must have dropped it repeatedly onto a concrete floor, that's the only way it could have been smashed in the way he describes it.
It's annoying, but there is a first time for everything I suppose and I've learn't my lesson not to use PM again and to make even more sure that everything is wrapped up properly.
That's a good tip about photographing the packaging.
How do I go about getting him to do a SNAD then? Thing is, I've sold stuff on and off for 10 years and never had a problem like this before.
or crush damage
how many 20-30kg packages could have been on top of it?0 -
Lotus-eater wrote: », with a fragile sticker on it.
:rotfl: Thats the worst thing you can do0 -
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