Royal Mail refund issue??

vigman

Well, just had a letter from Royal Mail today [8th January], saying that my complaint has been reviewed and they feel that their colleague dealt appropriately with my complaint!!

No mention of the £46 insurance for loss or damage!

If I now send the original packing and item (with the buyer about 2 months ago!) they will review my case.

Disgusted......can anyone from Royal Mail looking in to the forum explain why the £46 damage insurance is not being honoured, please?

Vigman

vigman

I am just about to send this letter:

"Thank you for you letter of 6th January 2013.

I am very disappointed by this second response to my legitimate claim.

Please explain clearly why my claim does not fall within the advertised £46 limit for loss or damage to First Class post, as you have made no mention of this.

I cannot submit the original packing and item as it is with the person who received it. I followed the original instructions by submitting photographs of the packing and damage of larger articles and cannot see how your new request would change the facts?

A Royal Mail employee damaged my parcel by throwing over a high gate on to concrete. By offering the postage cost of £10-30 back, you have admitted liability and all your terms and conditions state that I am entitled to up to £46 because I used First Class postage.

I am therefore still expecting my claim of £40 for repair to the damage to be met in full.

Yours sincerely

Mr Vig Vigman

PS This conversation is being followed with great interest on the https://www.moneysavingexpert.com website.

soolin

All claims for damage require the Royal Mail to assess the packaging and see whether it complies with their packing requirements- for valuable or delicate items this is usually at least one box if not double boxed. If you are happy to give them the item and the packaging then do try an appeal.

If you are wanting to keep the item and get compensation towards a repair then that is almost certainly not covered.

It is usual fairly common for damage claims to be turned down if RM consider the wrong service was used, and for valuable items over £46 they require a seller to use special delivery.

For more responses this thread might be better served on the ebay board.

soolin

Incidentally, we always suggest on the ebay board that parcels need to be packed to withstand being thrown onto concrete- otherwise they are not packed well enough.

In this case special delivery would have required a signature- so you would have had the item travel seperately and be handed over personally (or taken back to depot) rather than thrown over a fence. It is always worth remembering that when selling delicate items.

vigman

A few points to clarify:

I followed the rules about clear photographs of boxes, packing and damage being sent for larger items.

The item and packing is with the person who purchased it not with me. (For more complication they have now moved house since the item was purchased)

I can't see how RM can refuse to pay for a repair to an item (they damaged) to put it back to its original condition and allow the purchaser to keep it?

My packing has been described as 'bomb proof' but a drop from around 8 foot onto concrete onto the corner of a wooden box would cause damage even if carefully wrapped.

My main point is that they are refusing to honour, or even admit to, the £46 max payment for damage when using First Class. They said in their first letter that the service I used does not carry compensation. This is just not true!

Vigman

custardy

vigman wrote: »

I am just about to send this letter:

"Thank you for you letter of 6th January 2013.

I am very disappointed by this second response to my legitimate claim.

Please explain clearly why my claim does not fall within the advertised £46 limit for loss or damage to First Class post, as you have made no mention of this.

I cannot submit the original packing and item as it is with the person who received it. I followed the original instructions by submitting photographs of the packing and damage of larger articles and cannot see how your new request would change the facts?

A Royal Mail employee damaged my parcel by throwing over a high gate on to concrete. By offering the postage cost of £10-30 back, you have admitted liability and all your terms and conditions state that I am entitled to up to £46 because I used First Class postage.

I am therefore still expecting my claim of £40 for repair to the damage to be met in full.

Yours sincerely

Mr Vig Vigman

PS This conversation is being followed with great interest on the https://www.moneysavingexpert.com website.

I would keep pushing
The fact is was delivered out with delivery spec can only add weight to your argument

vigman

...trouble is, no-one should have to 'keep pushing' a legitimate complaint!

Apart from anything else it only encourages bad publicity for the firm in personal discussion and online, like this, and the aggrieved customer looks for an alternative provider!

Vigman

soolin

vigman wrote: »

...trouble is, no-one should have to 'keep pushing' a legitimate complaint!

Apart from anything else it only encourages bad publicity for the firm in personal discussion and online, like this, and the aggrieved customer looks for an alternative provider!

Vigman

Re the alternative provider - If you are in the business of selling antiques and/or collectable items then just a warning- most of the couriers will not insure antiques or delicate items at all. (I'm in the same business)

the_lunatic_is_in_my_head

If the item was sold by yourself and damaged you should be claiming for the cost of the postage you paid and the original cost to yourself of the item, Royal Mail won't cover any profit which was lost and I don't see how they could be expected to pay for a repair that hasn't happened as you haven't suffered that loss yet. Even if you did get it repaired Royal Mail would still be looking at the original cost you paid for the item.

vigman

the_lunatic_is_in_my_head wrote: »

If the item was sold by yourself and damaged you should be claiming for the cost of the postage you paid and the original cost to yourself of the item, Royal Mail won't cover any profit which was lost and I don't see how they could be expected to pay for a repair that hasn't happened as you haven't suffered that loss yet. Even if you did get it repaired Royal Mail would still be looking at the original cost you paid for the item.

The original cost of the item was £55. I am not looking for the total cost of the item or any loss of profit but the £40 damage estimate (which I have from a professional restorer).

RM will NOT answer my query about the £46 loss of damage supposedly covered by first class postage.

Vigman