Paid for tracking, RM hasn't tracked

fuzzgun19

I paid for the Airsure service going to southern Ireland. I paid for extra insurance up to £250.00 as this was a mobile phone.

I have heard nothing from the buyer (so I assume it has been delivered), and the RM site just says -
"Your item, posted on 24/02/10 with reference LY345261874GB has been passed to the overseas postal service for delivery in EIRE."
Looks like they tracked it up until it left this country, but not beyond that.
RM Airsure should provide with full tracking and delivery confirmation, but it has not.

Can I make a complaint, as I paid for the extra insurance, and this is an expensive item... RM has not stepped up to the mark?

cyberbob

Royal mail does not offer a service that guarantees tracking once the item has left the uk its all Dependant on the receiving countries postal service (its all in the small print on their T&Cs)

You cant can't until 20 days after posting. Then you can submit for your loss

tiaria

I use Royal mail Airsure and it has shown as delivered every single time so far but it usually takes a few days to update so yours really should show as delivered by now.

mad_bad_spender

cyberbob wrote: »

Royal mail does not offer a service that guarantees tracking once the item has left the uk its all Dependant on the receiving countries postal service (its all in the small print on their T&Cs)

You cant can't until 20 days after posting. Then you can submit for your loss

taken from the Royal Mail website:

If you have used a trackable service, you will be given a tracking number. You can use this number in the Track and Trace area of our website to find out when your item was delivered. The following services are trackable: Special Delivery 9am, Special Delivery Next Day, Recorded Signed For, Airsure and International Signed For. Please note that International Signed For items are only tracked up to the point that they leave the UK.

So according to this you can track outside of the UK.

OP i would not be happy to have not received the service i paid for however as long as the phone has been received i doubt there is much you can do. Maybe ask for the difference between the airsure costs and the int signed for.

cyberbob

mad_bad_spender wrote: »

t
So according to this you can track outside of the UK.

You need to read what I said a little better. I never said they couldn't track outside the UK. What I said is that they cannot guarantee to track outside the UK. which they dont' as its out of their control and the package will be in control of another postal service. If the receiving country does not update the tracking RM cannot do anything about it. It does say this in the T&Cs

Rpyal_Mail wrote:

Although Airsure® is not a guaranteed service, Royal Mail works closely with its overseas partners to continuously improve quality of service and reliability of track and trace information.

custardy

fuzzgun19 wrote: »

I paid for the Airsure service going to southern Ireland. I paid for extra insurance up to £250.00 as this was a mobile phone.

I have heard nothing from the buyer (so I assume it has been delivered), and the RM site just says -
"Your item, posted on 24/02/10 with reference LY345261874GB has been passed to the overseas postal service for delivery in EIRE."
Looks like they tracked it up until it left this country, but not beyond that.
RM Airsure should provide with full tracking and delivery confirmation, but it has not.

Can I make a complaint, as I paid for the extra insurance, and this is an expensive item... RM has not stepped up to the mark?

as has been said,its out of RM's hands (literally and physically)
what should happen is fine but thats down to the receiving countries postal system
how would you have RM step up to the mark?

mad_bad_spender

cyberbob wrote: »

You need to read what I said a little better. I never said they couldn't track outside the UK. What I said is that they cannot guarantee to track outside the UK. which they dont' as its out of their control and the package will be in control of another postal service. If the receiving country does not update the tracking RM cannot do anything about it. It does say this in the T&Cs

Sorry for the misunderstanding. I have to say though that when i have used airsure myself i was at PO discussing best options and was never advised this was not guaranteed.

On another note to the OP are you aware of this found under the t&c's. Was the post office aware that the extra compensation purchased was for a phone?


Extra compensation is not available for mobile telephones (or PDAs or Blackberries, etc) sent via Airsure®. Therefore, the maximum compensation payable for loss or damage to a mobile telephone is 100 times the price of a First Class Stamp. Please note that when Airsure® is used to send a packet containing a mobile telephone together with other items, additional compensation in excess of £39 can be purchased but this will only cover the other contents

fuzzgun19

To ensure fast, reliable and secure service, Airsure® items are scanned at 6 different points from their collection in the UK to the delivery overseas.

• Post Office® (for those items paid for and posted at the post office branch)
• Local mail centre
• Royal Mail International processing centre
• Office of Exchange overseas
• Mail Centre overseas
• Delivery Office overseas

Although Airsure® is not a guaranteed service, Royal Mail works closely with its overseas partners to continuously improve quality of service and reliability of track and trace information.

This is from their site, so I expected tracking throughout.

I wasn't aware that I was not insured to send a phone (even though I paid for the extra insurance).. they did not state this at the PO.
I won't be sending any more phones overseas no matter what now I know this.

Thanks for the info guys.

lindseykim13

I don't think the po staff know much about the airsure/inter signed for. I was told in there the other day that it would be tracked all the way to the door and i would be guarenteed a sig on delivery. Website t&c's say different. Would be carefull with what some po staff tell you.

macfly

When he says "step up to the mark", he is right. Royal Mail only offers airsure to countries which have agreed to make their tracking service available. If that fails to happen, they can't just abandon you to fate. They accept the higher price for this service, they should make sure it works
Could you sell something on the grounds it might work?

custardy

macfly wrote: »

When he says "step up to the mark", he is right. Royal Mail only offers airsure to countries which have agreed to make their tracking service available. If that fails to happen, they can't just abandon you to fate. They accept the higher price for this service, they should make sure it works
Could you sell something on the grounds it might work?

and then?
they have an agreement with that country
so that coutrys PO service should do it
however RM have ot add that caveat given they dont deliver it
as tiaria has said,it always tracks for them
however what can RM do if it doesnt track

i people want a service where its handled by one company point to point then they need to pay for that
they need to pay for that