Anyone got Royal Mail to pay for damaged item, when they initially refused?

newbie007_2

I sent an item wrapped in cardboard in a jiffy bag with fragile tape on the outside, royalmail damaged the item and are refusing to pay for the damage due to their 'insufficient packaging' and not conform to their guidelines reasons.

I believe the item were adequately packaged and that they have not handle the item with care and therefore are negligent. Guidelines are guidelines only, it is not rules.

So has anyone managed to overturn RM initial refusal of payment for damaged item?

byjimini

Yeah all the time, I just keep appealing. Point out that the packaging was adequate to survive being processed, and not for being thrown or stepped on.

soolin

byjimini wrote: »

Yeah all the time, I just keep appealing. Point out that the packaging was adequate to survive being processed, and not for being thrown or stepped on.

If it couldn't be dropped on a concrete floor from waist height then it wasn't packed well enough.

RM guidelines suggest everything fragile needs to be in an outer box.

There was a great thread on the ebay froum a while ago about the strange things people wrap in a bit of card and trust to a jiffy bag- which offers no protection at all if placed in the bottom of a 5 foot cage with a hundredweight of other sharp edged parcels on top.

newbie007_2

soolin wrote: »

If it couldn't be dropped on a concrete floor from waist height then it wasn't packed well enough.

Dropping from waist height wouldn't have damaged the item I sent.

custardy

newbie007 wrote: »

Dropping from waist height wouldn't have damaged the item I sent.

well what was it?

byjimini

Dropping from waist height won't damage it the same as being thrown like a rugby ball across the depot.

wealdroam

newbie007 wrote: »

I believe the item were adequately packaged and that they have not handle the item with care and therefore are negligent. Guidelines are guidelines only, it is not rules.

You appear to be admitting that the parcel wasn't packaged according to the guidelines.

If you have not conformed to guidelines, it is much easier for them to refuse your claim, because in their opinion you are at fault, not them.

George_Michael

newbie007 wrote: »

I believe the item were adequately packaged and that they have not handle the item with care and therefore are negligent. Guidelines are guidelines only, it is not rules.

They are not just guildlines. If something is not packed in accordance with RM's recommendations then their T&C's state that they do not have to pay for damaged items.

A summary of exclusions where compensation will not be payable for damage or part loss is set out below.


i. where the item is not packaged in accordance with the requirements of the relevant schemes made under the Postal Services Act, including but not confined to;

where the packaging does not comply with any other information published in paper or electronic form by the Royal Mail on packing.

http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/damaged-item-compensation/damaged-items

newbie007_2

It's a laptop casing.

Like I said guidelines are guidelines only, they are not terms that specifically state it must be followed otherwise damaged claims are refused. For me it's clear that the item was not handle with due care so I will continue to pursue the claim. Thanks for those who made a valid contribution.

wealdroam

So did you pack it in accordance with the guidelines or not?

custardy

newbie007 wrote: »

It's a laptop casing.

Like I said guidelines are guidelines only, they are not terms that specifically state it must be followed otherwise damaged claims are refused. For me it's clear that the item was not handle with due care so I will continue to pursue the claim. Thanks for those who made a valid contribution.

its clear to you.
so you didnt follow the guidelines.
your item was a flimsy item that couldnt stand up to crush damage in transit.
So do you now feel all itels should travel in individual containers?
Because thats the only was crush damage cannot happen. Or do you feel fragile tape empowers a package with a unobtanium level shell?