Parcel damaged by courier, need help!

b-b-b wrote: »

I sold and sent computer via a courier, and the item was damaged in transit by the courier, the screen was shattered.

Luckily, I opted for the extended liability insurance - for peace of mind ensuring the full value - I opened a claim with the courier.

The claims process was wasn't particularly clear, and took a while, eventually I received a response from them to say the claim had been declined - due to fact item was in their prohibited items list as the screen is larger than a certain size and therefore they are no liable, regardless of opting for Extended liability insurance.

I called them up and spoke a "team-leader" who referred me to their website, claiming I accepted their terms & conditions, and it was made clear to me....

This wasn't, this simply isn't the case. I asked her to send me through evidence of the T&C, which she did in an email which was a simply a cut and paste of T&C - could be from anyway, unknown origins!?

Now, I cross-checked this with their website (and I like point out I checked this prior to shipping with them), the terms & conditions on the website, doesn't make any mention about screen-size or this item being prohibited item.

There is nothing online, in the T&C to say this item is exempt from a claim. The reasoning they are using is completely unsound.

I went back to them with this evidence, and point blank refused to re-open the claim and pay-out. I have dated, screenshot of the T&C page to proof this.

What can I do here? They won't accept liability.

Thanks. BBB