Faulty goods - Paid by paypal

liam8282

Hi,

I am after a bit of advice...

Just before Christmas I bought an R4i card from https://www.r4i.co.uk , the card turned out to be faulty, so I contacted customer services to send it back.

CS sent me a returns form with a form to fill in and freepost label. This is what the t&c say about returning faulty goods:

"Return of Faulty Goods
Within 28 days of delivery we will always offer you the choice of an exchange or refund ( including postage ).
Within 12 months of delivery , if there is a fault with your your product we will normally offer a prompt repair,exchange or credit ( credit to include original postage )
To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect , misuse or normal wear and tear.
Returning Items
Please contact [EMAIL="sales@r4i.co.uk"]sales@r4i.co.uk[/EMAIL] for returns procedure.
Please note that we cannot accept responsibility for items lost in the post without proof of postage. We advise all customers to use recorded delivery where possible."


I sent the card back using the freepost label, but did obtain a certificate of postage.


Now, the card was sent back on 30 Dec and as yet they have still not received it, fair enough this may be due to postal delays, but on the other hand it may have gone missing, they may have received it but are denying it....


Yesterday I contacted CS to chase it up, as I need the replacement asap. First they said they had not received it, then they said they would require proof of delivery, I directed to them to their t&c, so they requested proof of postage, which I emailed them.


Nobody got back to me, so today I contacted CS and spoke to the same person. He now said that they need proof of delivery and I will not receive a replacement until they receive the item I returned.


I just get the impression that whatever I say or do, the company do not want to send me a replacement.


Can anybody advise me on what to do? Can I contact paypal and make a claim for faulty goods and try get a refund as I would do with ebay?

rsykes2000

You have a proof of postage, make a claim with Royal Mail.

liam8282

What claim can a make with Royal Mail if the item was posted Freepost, and how can I go about making a claim with Royal Mail?

cyberbob

You can claim off RM for the cost of the item after 15 days get a form from the PO or download one from RM

liam8282

Ok thanks for your help, got the form.

kimmi_b

Just wanted to add that the customer service from r4 has been top notch for me - delivery received, delivery note listed all 3 items ordered, only 2 items actually within parcel. I contacted r4 through the online chat facility on the website and they agreed to send out the missing item straight away, received it the next day.

The T&C's clearly state to use Recorded Delivery - what's the difference in cost between Recorded Delivery and Proof of Postage?

BTW r4 cards are known for being a bit 'naughty' - I'd try an Acekard if you ever have reason to purchase again - they are really good.

liam8282

kimmi_b - This is not the praise & vent board, and I have copied the live chat conversations just to show how bad r4 customer service is, which I may post to that board.

I also did not ask for your opinion on using and paying for RD, hindsight is a wonderful thing. Of course if I had of known that r4i would be like this I would have paid and sent it RD.

The t&c do not clearly state use RD, I have posted the t&c but I suggest you read this point again:

"Please note that we cannot accept responsibility for items lost in the post without proof of postage. We advise all customers to use recorded delivery where possible."

This clearly states that all they need is proof of postage, RD is only an advisory point it does not say you have to use it.

I will certainly not be using them again, and would advise other people not to use them either.

This obviously is not a one off, (supplying faulty cards), as they even have a section on their website about it.

The good and bad points of R4 cards vs Acekard are not relevant in this either, most people rate R4 as more reliable, but yet again they are only reliable as the source you get them from.

kimmi_b

Hmmmm, I offer a friendly tip and get a snotty response? No wonder customer services didn't want to send a replacement if you spoke to them in the same manner as me!

Here's another friendly tip - a little courtesy goes a long way.

liam8282

Where is the friendly tip in your reply?

All I see is your comments about how good you think the company is, a part where you incorrectly write about the companies t&c, and another part saying I should have used RD.

No friendly tips and no help at all.

I did mention in my original post that I was just after a bit of advice on what to do, posting your opinion on the company and your choice of postage is pointless and irrelevant.

My response may seem snotty, but I do not appreciate your comments on what I should and shouldn't have done, when I clearly explained that I had followed the companies t&c to the letter and had no help from their useless customer services.

I will post a webchat from them and you can judge if I was "snotty".

liam8282

[IMG]file:///C:/DOCUME%7E1/LIAM%7E2.MCL/LOCALS%7E1/Temp/msohtml1/01/clip_image001.gif[/IMG]Welcome to Live Chat. One of our operators will be with you shortly.
[IMG]file:///C:/DOCUME%7E1/LIAM%7E2.MCL/LOCALS%7E1/Temp/msohtml1/01/clip_image001.gif[/IMG]You are now chatting with 'Richard'
Richard: Welcome to Live Chat. How can we help?
you: Hi, I am writing about a faulty R4i card that I returned as it was faulty.
you: The card was returned on 30 December, order no. 1738478.
you: I wanted to know if you had received it yet, and when a replacement would be sent?
Richard: I will be right with you.
Richard: no we have not receive anything back as yet
you: I have a certificate of postage from 30 December, even with the bad weather and bank holidays, I would have expected that you would have received it back by now.
Richard: yes we should have, all i can suggest is it you track this with royal mail
you: I sent the card using the freepost returns label, as advised by your customer services. Your t&c says this is acceptable, as long as you have proof of postage which I do have.
Richard: So you have proof of postage to say this has been delivered with a siganture on delivery, PLease show me where i can see this and I will look into this for yhou
you: "Please note that we cannot accept responsibility for items lost in the post without proof of postage." That is exactly what your t&c says, it does not say anything about signature on delivery etc. I have a certificate of posting for the faulty card I have sent back, which I can scan and email to you if you provide me with an email address to do so. All I want is a replacement for the faulty card, which I have sent back, so I do not understand what the problem is.
Richard: does the receipt show the address it has been sent to
you: Yes it does
Richard: Thank you for waiting. I'll be with you in just a moment.
Richard: if you send this thorugh to us via email or fax we can look into this for you please also put your order number on this
you: could you give me the email & fax number you want it sending to please?
Richard: are yhou going to be sneding it by fax or email
you: I can fax it now, or email at dinner, if you give me both I will make sure you get it either way, thanks
Richard: sales@memorybits.co.uk
Richard: and 01534 496388
Richard: and put it fao kelsey
you: Ok, thanks for your help

liam8282

I supplied the info they requested...

Next webchat....