DHL Damged Goods Recieved

ddavis

mitchb wrote:

FAQ'S Mentions monitors

12. Is it possible to send a large screen monitor/television?
We are unable to deliver anything over 4 cubic feet in size and 25kg in weight, please refer to our terms and conditions of carriage as ANY glass items are not covered by our insurance.

Seems as long as its within size/weight its okay BUT

17. Am I covered by your insurance if I send a monitor or television?
You are covered against loss but we can not insure your packages against damage. The same applies for all items containing glass.

Damage is not covered.

It seems communication with the seller will be your way forward for a refund

Damage is covered - FAQ's are about as legally binding as a spit shake.

The Terms and Conditions of Sale do not state anywhere that they do not take monitors. And as TFTs and LCDs are not glass (apart from a very small few that use glass to protect the LCD, in which case you're unlucky) then the insurance is valid.

And DHL cover Monitors anyway, used to work at Novatech and they sent hundreds of them out with them.

dc1pop

I guess il have to see what the seller decides to do tommorow.

I have now shown him the link link to the above statment on the parcel2gos website.

Thanks for any continued help.

ts_aly2000

Even if the delivery company do state that they don't cover glass items, that's the seller's lookout not the buyers. Our OP here is wholly protected.

As I've said many times to many people, it's English contract law between the seller and the buyer. If the seller uses whatever method they wish to use and it goes wrong, the fact remains, the contract is between the seller and buyer.

DHL have no contract with our OP, he's practically nothing to do with it. Our OP is protected. It's the seller's problem.

Even if the insurance is invalid, it's the seller's problem. And in no way voids the contract between the buyer and the seller.

The seller paid for something, they haven't got it. That's as far as the facts go.

dc1pop

ts_aly2000 id really like to thank you for all your input on this thread. You are helping me understand the whole process alot better.

I will see what the seller has to say tommorow and see what will happen. He may even offer me the refund we shall see.

Regards,
Darren

baffcat

dc1pop wrote:

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.

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?

Darren

Hi DC

I've just seen your thread, and have a couple of things to say that might be of use to you.

Leave it up to the seller. Deal only with him, that's who your contract is with. All claims are his responsibility.

If you paid by paypal, then you're covered for damage. So don't get worried about losing your money. You've already done the correct thing by contacting the seller and sending pictures. He's confirmed that it left him undamaged. Keep all emails and messages, as they form a trail and provide proof (of a sort) that your item wasn't delivered to you as it was specified. i.e. damaged instead of in good condition.

It's the seller's responsibility to make sure you get it in the condition he says it was in before sending to you, regardless of how or when the damage was done.

Let him do the work, as it IS his responsibility. I assume he's a seller with good feedback? You have a few options now.

You can let him know you'll be happy to have it inspected if his insurance assessors need to see it, at your convenience.

You can send it back to him, by traceable method, of course, and he can refund you for the item.

You can initiate a paypal chargeback, though again this might require you to send it back to him.

Whichever method you prefer to go down, let him know you want a refund or replacement screen, and that you want it within a week or so, not when or if his insurers (if he has it insured) pay him.

It's exactly like sending cheaper stuff through the post. If an item goes missing or gets damaged, as a seller, I refund or replace straightaway, then make my claim to get my money refunded by the PO. It is NOT the buyers responsibility to sort it out.

I'm not sure if parcel2go can say they won't pay out as it was glass. It isn't actually glass, it's a monitor that has a glass screen. I used to send out laboratory glassware, which wasn't covered, but I've claimed in the past for a monitor and been successful. Again, this was as a seller, not a buyer.

You might be out of pocket to the tune of the carriage costs (from him to you, and from you to him), but if he's a reasonable seller, who keeps his customers happy, he might refund you the lot. It doesn't hurt to ask.

To reiterate: LEAVE IT TO THE SELLER.

Finally, whenever signing for anything delivered by courier, or requiring a signature, cross out anywhere it says "received in good condition" and write, in capital letters "UNEXAMINED" , or if obviously damaged "DAMAGED", wherever you put your signature. Personally, if I see damage to a parcel, I make the driver wait whilst I check it, or if he won't, I just refuse it and don't sign.

dc1pop

Hi baffcat,

Thanks for your reply. Ive so far done most of what you have said ie photos, contacting the seller and leaving it up to him (i sent him a email on saturday saying ther is nothing i can do with parcels2go as im not the sender).

The seller had 100% posotive feedback and seems to have sent other hi priced goods fine to other users.

I would of course let DHL come to my house and inspect the item and i would if required be willing to send it back to him via a traceable method.

Im not sure if it comes best what would be the best way to get a refund. If i do a paypal charge back cant they only take whats in his account so i could be out of pocket there? So would it be best to try and get it direct from the seller?

Thansk for all your help. Its highley appricated.

Regards,
Darren

baffcat

dc1pop wrote:

Hi baffcat,

Thanks for your reply. Ive so far done most of what you have said ie photos, contacting the seller and leaving it up to him (i sent him a email on saturday saying ther is nothing i can do with parcels2go as im not the sender).

The seller had 100% posotive feedback and seems to have sent other hi priced goods fine to other users.

I would of course let DHL come to my house and inspect the item and i would if required be willing to send it back to him via a traceable method.

Im not sure if it comes best what would be the best way to get a refund. If i do a paypal charge back cant they only take whats in his account so i could be out of pocket there? So would it be best to try and get it direct from the seller?

Thansk for all your help. Its highley appricated.

Regards,
Darren

Hiya

Personally. I'd give him the opportunity to sort it out. Always keep polite in your emails to him. There's nothing more likely to get his back up than short, rude or terse messages. I know how I feel when people contact me like that.

Messages asking "Can you let me know when my item was sent, and how?" garner much more favourable replies than a "Wheres my stuff"

After (say) seven days, if I hadn't had any joy from him, then I'd think about initiating a chargeback through paypal. I'd be very surprised if you need to do this though. If he sends similar items out regularly, he probably has already factored into his costs possible damaged items.

If he sells regularly, then his paypal account is important to him. If your chargeback would push him into the red in it, he'll want it to be free to use for his other auctions, so you can be pretty sure you'll get your dosh back.

Chargebacks are a final route to take though. I have only undertaken them when something has smelled funny, or the buyer been less than helpful.

Good luck. Let us know how you get on with it.

Baff

dc1pop

Thanks,

Im always quite usually friendly with my emails and give the seller the benifit of the doubt as i have yet no reason to belieave hes telling the truth.

Will let you know how things progress.

Regards,
Darren

dc1pop

Just so you guys know, DHL have just refused the seller any compensation for the item due to their TOS so we are now coming to an arrangement between ourselves.

Il let you guys know how it pans out.

Regards,
Darren

ts_aly2000

I see. TOS eh!? So effectively DHL stuff isn't insured?

That about wraps up DHL as a delivery method for a few 100 people on here. Let's hope it was worth it. Truth is, it won't make any difference.

It's good that you and your seller are getting on well Good to hear that The thing my partner did with one of these couriers a few years back was to do a £200 chargeback, they were paid to ship about £10k's worth of art to an Edinburgh exibition private viewing, they lost the parcels and they turned up a few days later. OH did a chargeback which resulted in threats as you can imagine.