Advice re Royal Mail damage compensation claim

Nice_One,_Centurion

Hi everyone

I'd just like a bit of advice re claiming for damage from Royal Mail - I figure I'll have more chance of getting an answer here than by calling RM

I posted a mobile phone by RM Special Delivery but it got damaged. I wish to claim compensation but want to be sure I get the process right.

My questions are:
1. Do I need to get an estimate for repair before I make the claim?
2. The RM form says I need to send the damaged item to them to inspect. Is that really the case?
If so, this will be a real faff: I'll have to send the phone to the manufacturer, get the estimate, get them to return the phone, send it to RM, hope they pay out, get it back, send it again for repair, get it back, and then try to sell it again. What are the chances of it surviving 5 more RM journeys?

Answers and any other advice gratefully received. Thanks in advance...!

sam.4000

How did you package the item. Surely if the item was packaged appropriately it would not have been damaged?

Nice_One,_Centurion

Hmmm, I'm worried that RM will use that as their defence: if it wan't well packaged, I lose; if it was well packaged, they can't possibly have damaged it - I lose as well!

Luckily for me, I was very careful. It was very well packaged, wrapped over and over in bubblewrap to the regulation 5cm thickness all round. I didn't want to take any chances.

porto_bello

Though it wasn't about a phone, I've had a similar situation in recent months:

I filled out a claim form and attached the listing details, plus the receipt (parcelforce in this case) and hard copies the photos before (on the listing) and and after (from the recipient - plus photos of the packaging) and sent them as a claim (being sure to first take photocopies of the receipt!).

I also justified the cost of the claim for damage with 3 eBay kistings showing a near match to the damaged item (which was about £40). Repair of the existing item was uneconomic, since it would have cost more than a replacement).

I heard nothing, so chased up the claim Parcelforce, who informed me that they needed digital photos emailed to them, so I emailed these as well, plus internet link to my eBay listing and the listings showing the nearest replacements.

Eventually, I was informed that the claim could not be progressed because the recipient was not asnswering Parcelforce's enquiries, so I emailed the recipient (copying in parcelforce) asking them to respond to the parcelforce enquiries.

Eventually Parcelforce paid the claim against the lowest price of replacement. [The recipient of the damaged item did neither themselves nor me any favours by trying to bump up the claim, but to no avail!].

From memory, the process took 6-8 weeks.

custardy

Nice_One,_Centurion wrote: »

Hi everyone

I'd just like a bit of advice re claiming for damage from Royal Mail - I figure I'll have more chance of getting an answer here than by calling RM

I posted a mobile phone by RM Special Delivery but it got damaged. I wish to claim compensation but want to be sure I get the process right.

My questions are:
1. Do I need to get an estimate for repair before I make the claim?
2. The RM form says I need to send the damaged item to them to inspect. Is that really the case?
If so, this will be a real faff: I'll have to send the phone to the manufacturer, get the estimate, get them to return the phone, send it to RM, hope they pay out, get it back, send it again for repair, get it back, and then try to sell it again. What are the chances of it surviving 5 more RM journeys?

Answers and any other advice gratefully received. Thanks in advance...!

why would you be sending the phone for an estimate?
simply claim for a total loss on the phone(I assume you had the correct insurance cover)
Do you expect RM to pay out claims without inspecting the item/packaging?

Nice_One,_Centurion

custardy wrote: »

why would you be sending the phone for an estimate?
simply claim for a total loss on the phone(I assume you had the correct insurance cover)
Do you expect RM to pay out claims without inspecting the item/packaging?

The phone is fully covered by Special Delivery compensation, but I'm surprised that RM might pay out for total loss. Not saying you're wrong, just that it's surprising although that is a better solution for me than sending it to the manufacturer too.

I too would expect that RM would want to see the item, but I have seen some people say they just sent photos of the item. Guess it depends what the item is and what the damage is...

soolin

Nice_One,_Centurion wrote: »

The phone is fully covered by Special Delivery compensation, but I'm surprised that RM might pay out for total loss. Not saying you're wrong, just that it's surprising although that is a better solution for me than sending it to the manufacturer too.

I too would expect that RM would want to see the item, but I have seen some people say they just sent photos of the item. Guess it depends what the item is and what the damage is...

It isn't as simple as just being insured against damage, you need to show that RM casued the damage, hence RM needing the packaging.

If for instance it is just a crack to screen or scratches to casing or damage to software then it is unlikely they will pay out as it wouldn't be likely to have been caused in transit. If it has been crushed to pieces, and one of my pieces of glass was run over and had tyre marks across the outer box, then it is likely they will pay out.

Most things are required to be boxed with a minimum depth of packing around them as well and capable of being dropped onto a concrete floor.

Nice_One,_Centurion

Just in case anyone who posted is still subscribed to this thread....

I contacted Royal Mail, and they recommended that I don't send them the phone or packaging at this point, although they may request it later. They asked for photos of the phone and packaging.

Regarding repairs, I took the phone to a local repair shop who said I need to return it to the manufacturer. However, if I send it and then need to send it to RM, the manufacturer will charge me £25. So, RM said claim for the full value of the item and see what happens. If they do require a repair estimate, I will have to add the £25 to my claim.