DHL Damged Goods Recieved

dc1pop

Hi all,

Just wondering if anyone has had any experience here dealing with DHL and damaged goods on delivery. Heres the story....

I purchased a new tft screen from eBay the seller had photos of the screen and showed no damage and also noted no damage. From what i could see from the images this seems to be true.

However on recieving my parcel today the screen has a small dent in the upper left. The box it was in also contains a small dent in around the same area as the damaged box.

I havent been able to contact DHL or Parcels2go (company it was sent by from the seller) as thier offices shut at 5.15.

What are the chances of getting compensation or will it be hard to prove to then that they may have infact inflicted the damage? I have a feeling im gunna end up with a duff monitor 140 quid out of pocket.

Also last thing should i as th ebuyer leave this up to the seller?

Thanks for any assitance

Darren

ts_aly2000

Hi Darren

Photos. You need photos, without any hesitation.

It's likely that the seller will also be happy to help. I believe that it's only them who can make the claim against DHL too.

Now for the legal bit; it's the seller's responsibility to get the item to you as described. If they use Trotter's Del Services or DHL, or a man on a bike, whichever they use, it's not your responsibility. This is laid down in English contract law.

You're in the right OP so no worries, but is likely the seller will help out. If it was me who'd bought a TFT and it was damaged I'd get their telephone number and have a chat with them. Also if it was me who was selling a TFT I'd either go for local pickup or would have packed it so ridiculously protected, likely inbetween two wooden boards.

Aly

dc1pop

Thanks for the reply. Ive taken phots pretty much minutes after the arrival and sent them to the seller of the item.

The way the seller reacted it dosent seem as if it was sent in a broken condition and this tft was quite well packed compared to another one i recieved some time ago (which was fine).

What steps can i take if DHL refuse any type of compensation as this to me is a big buy an i dont really wish to be left out of pocket with a duff screen.

Hintza

Again this not your problem. Speak to seller who should arrange for DHL to insoect item. The only problem is this can be slow. You possibly want to get the item uplifted for return to seller, but speak to them first.

I recently had two items returned and as a seller its a nightmare, the claims are still waiting to be settled about 2 months after the event!!

The main thing is try not to fall out with the seller and they should sort it out.

dc1pop

Hintza wrote:

Again this not your problem. Speak to seller who should arrange for DHL to insoect item. The only problem is this can be slow. You possibly want to get the item uplifted for return to seller, but speak to them first.

I recently had two items returned and as a seller its a nightmare, the claims are still waiting to be settled about 2 months after the event!!

The main thing is try not to fall out with the seller and they should sort it out.

I know its up to the seller but i mean what if they say no to him il be left with a damaged screen and minues £140.00. I dont fancy sending it back to him to be honest as then i wont even have a screen as ive given my old one away and my dad has once sent an item back to the seller and never got money or another peep from the seller.

Regards,

Hintza

I can understand that. Best thing is just ask seller to contact DHL and see what they say. They will have to refund the seller I imagine (since he is the customer). Get cracking on it and keep a check on time limits for chargebacks etc. Hopefully seller will arrange for DHL to inspect at your address.

But to be honest seller will need to get it back at some stage, but he can arrange that with DHL.

Hmm just had a thought the customer will in fact be Parcels2go, that could drag the process out even more!

dc1pop

Parcels2go the comapny we are trying to got it are open monday to fridays and shut at 5.15 so we have to wait till monday.

Im not really willing as mentioned to send the screen back to the seller without my money back or at least some sort of protection. I would be fine with a DHL agent to come and see the screen and the box as these are being kept for the claim procedure.

Thanks for your help. Its very appricated as ive not ever experienced this before. Not with DHL.

Regards

ts_aly2000

Hi Darren,

Just need to wait until Monday for things to get moving

I can't tell you how I feel for you, it leaves a real sick sour taste in the mouth. Where you've got excited about something, paid for it, waited for it, and there's some problem. It's not a nice feeling.

We need Soolin on here to add to this thread as he's quite responsible when it comes to unraveling these mysteries.

Legally the seller should be willing to refund you or offer a replacement. You do not have to wait for the claim to be sorted out at their end. That's legally.

Here's the steps I would take;
1. Speak with seller
2. If seller not helpful then report to PayPal (I do hope you paid via PP).

The item you have is not as described. Luckily the PayPal dreaded stories work both ways, in that if you do have something which is genuinely damaged they'll refund you if the seller is being difficult.

Just need to wait till Monday. Try and talk to the seller. If they're unresponsive then report it straight to PayPal.

In my own case there's a 20" NEC LCD I want off of eBay in the next few days.. Having read this I'm not going to do it. It's a local company about 10 miles away who explicity state NO LOCAL PICKUP. And if they think I'm paying them £15 to send a £300 fragile piece of equipment around the country then they're quite mistaken. Hence their item will go for about £100.

With certain items you just buy local pickup or get one in the shops. It's like having a Ming vase shipped from China. I think I'd rather pay the air fare and pick it up personally.

You'll be ok, don't worry Have you powered it on and stuff? Pictures of it working too?

dc1pop

Hi first off thanks for such a kind hearted reply. Its nice being a newish member here to fill like i fit in. This dosent normally happen on most forums.

I know what you mean buyingsomething from the net. Waiting for it to arrive, unwrapping it slowly so that you dont damge it yourself. Then well being let down

The thing about the refund is sending the item back to the seller thennever hearing anything back its happened to my dad before on eBay so im wary of actually doing that without knowing full well im going to get a refund or some kind of compensation for what ive paid as i dont want to lose everything.

Ive spoken with the seller yesterday and he said hes trying to contact them (DHL/Parcels2Go) as of yet we havent been able to get hold of them and they then close weekends.

I did pay via paypal but then if the seller tried everything and DHL refuse him as this may take a while my paypal compensation will be pretty useless i gather maybe im not too sure?

I have purchased a tft off ebay before with no problems. As it is the screen works. The dent/crack only looks likes its a few pixels dead which the seller garentess wernt and their is little damage to the box.

Hope you have better luck if you purchase one

ts_aly2000

You'll be ok, it'll work out, just have to wait until Monday.

dc1pop wrote:

I know what you mean buyingsomething from the net. Waiting for it to arrive, unwrapping it slowly so that you dont damge it yourself. Then well being let down

I really do feel so sorry for you reading that. It's horrible. Ultimately it'll be ok though. Ironically most of the time people report on the bad things in life such that when these things happen we jump to those conclusions.

It sounds as if your seller is being responsive so should be ok.

Ultimately though the contract is between you and the seller, DHL don't enter into your side of the arrangement. Even if DHL refuse to reimburse the seller, the seller still has their contract with you. PayPal will refund you, much to the annoyance of many sellers.

The laws, particularly contract law involving deliveries, goes back hundreds of years back to the days of highwaymen and !!!!!! Turpin. When you see in eBay advertisements that the seller isn't responsible, it's rubbish, and proves how little they know about the law. PayPal ALWAYS sides with the buyer regarding problematic deliveries, much to the squeeling and whining that the seller said it wasn't their problem. If there's one thing PayPal knows all too well, it's the law. Luckily this being the UK we have laws which go back to the 1300's which apply today. Certainly the delivery ones PP seems to have cast in stone.

It will work out don't worry

mitchb

Good luck getting anything back

My wife bought a high chair that arrived damaged, packaging looked ok, small bash and parcel to go refused to pay out anything as my wife has signed the delivery slip.

Apparantly by signing the slip you are saying the goods were received in good condition. This was what they kept saying to us.