Claims Hell with Parcel Force 48

viking88

Hi can anyone with inside or knowledge of how to get Parcel Force 48 lost post compensation claims department to pay a genuine claim offer any advoce or personal experience advice to me?
Here is what has gone on with me trying to get a legallly binding insured compensation claim paid to me from Parcel Force 48 for losing mt posted item.
I posted an expensive computer power supply via Parcel Force 48 service with £150 insurance cover on September 22nd 2009.
The power supply (PSU) should have been delivered 48 hours after my posting, so should have arrived at it's destination by September 22nd or 23rd 2009 at latest..
It never arrived.
I emailed the Parcel Force support email via their website.
The replys just said wait 14 weeks for the item to arrive before they would look into it???
I waited 3 weeks for the PSU to arrive to where I posted it to.
It never arrived.
I emailed Parcel Force 48 again they said that they had not lost it but Royal Mail had lost it and to contact Royal Mail?? I posted it via Parcel Force 48 service.

So I got the PF58 claim form off the Parcel Force 48 website.
You have to download the pdf form and print it out then fill in your details and include your proof of postage receipt when sending the PF58 claim form off the the Parcel Force 48 claims department.
(What people without a computer and a printer have to do I don't know. The only way to get the Parcel Force 48 PF58 claim form is to download it from the Parcel Force 48 website. You canot fill it out online and email it. It has to be printed out then posted)

OK so on October 19th 2009 via Next Day by 1pm Special Delivery I posted the PF58 claim form with all proof of postage and the value of the item proof, which was a paypal payment invoice showing the value of the PSU I had sent and which had been lost by Parcel Force 48.

So the Parcel Force 48 claims department received the claim form via Special Delivery on October 20th 2009.
I kept a screen shot of the Special Delivery website delivery signature confirmation page showing the proof of delivery signature on the proof of delivery form that the person accepting the posted item signs at the door.So I knew they had got the PF58 claim form.

So the Parcel Force claims department had my PF58 claim form delivered to them on October 20th 2009.
It states on the Parcel Force 48 website in the small print at the bottom of the claims info webpage that I should have had a confirmation of acceptance email from the Parcel Force claims department within 3 days of them receiving my PF58 claim form including my claims referance number emailed to me.
I received no such email.
And was never emailed the referance number for my claim.
I sent an email to the Parcel Force claims department about October 24th 2009 asking why I had not been emailed my claims referance number and their acceptance of my claim form email emailed to me.
All I got was an email saying they had my claim form and it took upto 8 weeks for claims to be completed.
They did not include my claim referance number in the reply email.
I had asked for it aswell!

I had totally no update emails from the Parcel Force claims department so on November 20th 2009 I emailed asking the status of my claim.
Here is a copy & Paste of the reply from the claims department.

From: parcelforce.claims@parcelforce.co.uk
Sent: Friday, November 20, 2009 9:55 AM
To: c******@live.co.uk
Subject: RE: Re: CLAIMS QUERY - EXISTING CLAIM
Thank you for your enquiry.
The claim was processed on the 09/11/2009 and the advisor handling the case recommended payment for the claim. The case has gone down to the delivery depot to authorise the case. Once this comes back if there are no problems a cheque will be requested which will be dispatched out to you.

If you require any further assistance please do not hesitate to contact us again at this email address: parcelforce.claims@parcelforce.co.uk.
Please ensure that you include the full history of your enquiry so far in order to help us respond to you as quickly as possible.
Our hours of business are: Mon to Fri: 8am to 5:30pm.
Kind regards

S**** G******
Parcelforce Worldwide
Customer Service Email Team.

END OF COPY & PASTE...

So according to their above email my claim was authorised for payment on November 09th 2009.
So the date of the above email was November 20th 2009 so where was my compensation cheque?

My compensation cheque still had not arrived to me by December 10th 2009.
It was 4 weeks now since being told the claim had been authorised for payment on November 09th 2009.
So on December 10th 2009 I sent Parcel Force claims department the below email. (copy & paste)

FROM: c*****@live.co.uk
TO: parcelforce.claims@parcelforce.co.uk
SENT: 10 December 2009 18:12:53 (GMT Standard Time)

Hello please can you give me an update on this claim?
As you will see below are your previous emails to myself stating the claim had gone to the parcel force claims delivery depot and the insurance cheque would be requested and dispatched. I have not received any cheque!
That was on November 20th 2009 today is December 10th 2009 so 20 days have passed and I have had no email or postal update from the Parcel Force claims department concerning the status of my claim or where my compensation cheque is for Parcel Forces loss of my posted item!
I am hereby requesting you email me my claim number and the status of my claim.
1) What is my claim number. You have not provided my claim number. I have asked for it 3 times in previous emails!!
2) What is the status of my claim
3) When will my claims cheque be posted to myself?
END OF COPY & PASTE......
////////////////////////////////////////

The Parcel Force claims Department reply to my above email was this below email.
(Copy & Paste)
From: parcelforce.claims@parcelforce.co.uk
Sent: Friday, December 11, 2009 4:00 PM
To: c*****@live.co.uk
Subject: RE: Re: Re: CLAIMS QUERY - EXISTING CLAIM

Dear *******
Thank you for your enquiry.
The depot never authorised your case so the claims team has made the payment on the case today and will now request the cheque. Apologies for the delay but we are unable to action a cheque until the depot authorise the case. Since they did not in this case the claims team with authorise the claim and the depot will be billed.

The claim reference is "0-****"

If you require any further assistance please do not hesitate to contact us again at this email address: parcelforce.claims@parcelforce.co.uk.
Please ensure that you include the full history of your enquiry so far in order to help us respond to you as quickly as possible.
Our hours of business are: Mon to Fri: 8am to 5:30pm.
Kind regards



So by now it is December 19st 2009 and still no compensation cheque had arrived from the Parcel Force 48 claims department.
I emailed the claims department on December 19th 2009 asking why.
The reply email I received from the claims department is below..
(I have copy & Pasted it)
"In your last email reply dated 11th December 2009 you stated my claim cheque had been authorized.
Today is December 19th 2009 and the claims cheque has not been delivered.
When will you be sending the claims cheque?
Thank you".
END OF COPY & PASTE....

On December 21st 2009 I received the below reply email from the Parcel Force 48 claims department.
COPY & PASTE
"Thank you for your enquiry.
I am sorry but depot authorising is taking longer over the Christmas period most likely due due to the increased parcel volumes over the holiday season. Unfortunatly these delays are unavoidable but as soon as they authorise the case the cheque will be sent up to the claims team and dispatched out to you.
If you require any further assistance please do not hesitate to contact us again at this email address: parcelforce.claims@parcelforce.co.uk.

Please ensure that you include the full history of your enquiry so far in order to help us respond to you as quickly as possible.
Our hours of business are: Mon to Fri: 8am to 5:30pm.
Kind regards.
END OF COPY & PASTE.................
/////////////////////////////////////////////////

So you can see from reading all these reply emails to me the claiment from the Parcel Force 48 claims department that I have basically been given the run around.
Would you consider this to be fair or reasonalble customer support considering they had lost my posted item in the first place?

So as of typing out this post here on MoneysavingExpert.com the date is January 9th 2010 a whole new year and now it is nearly 13 weeks since the Parcel Force claims department received my legal insurance claim form for their loss of my posted item.
They state on their main website that their claims procedure takes up to 8 weeks to complete and get a payment sent out.
It is now for me 5 weeks over their self imposed time table and I have not received my compensation cheque. And since sending my last email to the claims department on December 19th 2009 I have not been sent ONE email update from the Parcel Force claims department alerting me to the status of my claim and it is now as I type this post January 9th 2010

Thanks for reading my ordeal with the Parcel Force claims department.
I know the post is a long one but I wanted you all to see how much time and how many emails I've sent to these people and the totally low custiomer service they have given to me in return.
Parcel Force clearly states they offer this compensation service on their main UK website where anyone can clearly see and read the information..
They have totally failed me.
If anyone has any personal experience (or knows how to get closure from these people) of making a claim with Parcel Force 48 and would like to post any help and advice please do.
Thanks for reading....

cyberbob

Phone them up 0844 800 4466 ask to speak to a manager. Emails all well and good but sometimes actually talking to someone can move things along as its harder to ignore tham email

viking88

Thanks for the reply and the phone number.
Have you ever tried speaking to a manager at Parcel Force may as well try to get the maker of the universe on the phone..
They have had a properly submitted claim form in their possesion since October 20 2009.
I've followed their rules.
Yet they seem incapable of following their own companies rules.
It's no wonder the majority of British companies are rated as some of the worst in the world.
Did you know the goverment in 2008 i think it was got a gag injunction court order banning publication of photos of white middle class professional families queing outside australian and canadian embassies in London for visa,s to leave the UK for Permanent?
The Ques were outside and down the street.
Banned by the goverment.
I wonder why.

OlliesDad

viking88 wrote: »

It's no wonder the majority of British companies are rated as some of the worst in the world.

Really? which reports are these?

viking88 wrote: »

Did you know the goverment in 2008 i think it was got a gag injunction court order banning publication of photos of white middle class professional families queing outside australian and canadian embassies in London for visa,s to leave the UK for Permanent?
The Ques were outside and down the street.
Banned by the goverment.
I wonder why.

That's intersting, can you provide a link to this? or some sort of evidence to substantiate this?

Speaking as someone who has emigrated to Australia and then returned, i can assure you that it is a case of the grass is always greener on the other side. Yes Britain does have its problems, but they are minor compared to other countries!

I think one of the main problem is that nobody is patriotic these days, which is sad. Australia/America/Canada are very patriotic, but i guess that's because they are still relatively new countries and they can trace the heritage back to the start.

viking88

I get the feeling your calling me a lier asking me to "substantiate" provide you "evidence" of my comment?
Who are you? the judge and jury as to wheather what I type in a comment is true or not?

Should I send you proof before I type anymore comments on this and other forums?

If you emigrated to australia then shouldn't you have a good idea of the large amount of white middle class families leaving the UK to go and live permanently there?

Plus the UK is well on it's way to a police state if it's not one already.
Drive a car and you get stopped and lawfully robbed on the side of the road by a copper, and have your car taken away which you have to pay a couple of hundred pounds to an extorting goverment body to get YOUR OWN car back.
Grass greener on the other side give me a break.
Britains problems aren't minor they are bloody serious.
No trail by jury is here now in the UK. Did you know that!
This country has been betrayed from the top by politicians of both parties yet in reality they are the same company just different board members,
And betrayed by over paid lazy civil servants who just go along with the corruption and nepitisism.
Proof? Please look around.

hollydays

nobody called you a liar????????????????
Its common practice to ask for a link.

I have never had my car taken from me by police,what circumstances do you mean?

OlliesDad

viking88 wrote: »

I get the feeling your calling me a lier asking me to "substantiate" provide you "evidence" of my comment?
Who are you? the judge and jury as to wheather what I type in a comment is true or not?

Should I send you proof before I type anymore comments on this and other forums?

If you emigrated to australia then shouldn't you have a good idea of the large amount of white middle class families leaving the UK to go and live permanently there?

Plus the UK is well on it's way to a police state if it's not one already.
Drive a car and you get stopped and lawfully robbed on the side of the road by a copper, and have your car taken away which you have to pay a couple of hundred pounds to an extorting goverment body to get YOUR OWN car back.
Grass greener on the other side give me a break.
Britains problems aren't minor they are bloody serious.
No trail by jury is here now in the UK. Did you know that!
This country has been betrayed from the top by politicians of both parties yet in reality they are the same company just different board members,
And betrayed by over paid lazy civil servants who just go along with the corruption and nepitisism.
Proof? Please look around.

I wasnt calling you a liar, i just found that to be a bit of an over embelishment and would like to read the article myself.

I do know about the amount of people emigrating (a small percentage) and i also know about the many people who return within 12/24/36 months.

If you want to talk about over zealous charging, for speeding in Oz you can get a $500-600 fine. Cars are only taken away from people who are driving illegally, which is their own fault.

When there are any problems people are quick to say that this country is shocking but rates of unemployment are much worse in other countries (just look at Spain for instance) and although the MPs did take the mickey with regards to expenses, they were following rules set out (which everyone agrees are wrong, but this has been realised and are being changed).

custardy

viking88

hollydays wrote: »

nobody called you a liar????????????????
Its common practice to ask for a link.

I have never had my car taken from me by police,what circumstances do you mean?

Do you expect an civil reply to a jump in comment like the one you just posted?

What is I don't remember the link?
Who typed their was link?

custardy

definatly one for the block list

cyberbob

viking88 wrote: »

I

Plus the UK is well on it's way to a police state if it's not one already.

That comment shows you have no actual experience or understanding what a Police state is. All you have managed to do is make yourself sound quite ridiculous.