Item sent for repair damaged in transit

lovinituk

mattyprice4004 wrote: »

Hang on, did you just leave the top half flopping about in the box?!

That is my understanding based on the OPs description!

ryantcb

mattyprice4004 wrote: »

Hang on, did you just leave the top half flopping about in the box?!

No I didn't include it in the box. computer was recalled (due to a faulty drive) by Apple who through an approved apple repairer organised it's collection. I received no packaging or instructions how to pack it. I arranged with the company who were having the computer collected to come on another day as it would not be possible on the day they were due to collect. The agreed to a new collection date however, the courier came to collect on the day which I had cancelled so I was caught on the hop. I had to pack it quickly as just put it in its original box with everything except the top section of polystyrene. The bottom section of polystyrene was in the box which the computer stands in so even without the top I cant see how it would move in transit in such a manner that it would dent the metal case and smash the glass. the entire stand was embeded into a polystyrene block to hold it firm.

lovinituk

ryantcb wrote: »

I received no packaging or instructions how to pack it.

Its common sense though isn't it! Why should the courier or Apple be responsible for your stupidity?

ryantcb

lovinituk wrote: »

Its common sense though isn't it! Why should the courier or Apple be responsible for your stupidity?

Valid point well made :-)

The computer is around 18 months old so amazing I had any packaging let alone the original box. The computer was recalled for a hard drive replacement by Apple not because I wanted it replaced but because they (Apple) wanted to replace it. They sent someone to collect it, I wasnt sending it to anyone. Plus if they had come on the day arranged for collection it would have been packaged correctly, was only because they came unexpected firt thing in morning I packed it in a hurry

lovinituk

ryantcb wrote: »

Valid point well made :-)

The computer is around 18 months old so amazing I had any packaging let alone the original box. The computer was recalled for a hard drive replacement by Apple not because I wanted it replaced but because they (Apple) wanted to replace it. They sent someone to collect it, I wasnt sending it to anyone. Plus if they had come on the day arranged for collection it would have been packaged correctly, was only because they came unexpected firt thing in morning I packed it in a hurry

If it was me I would have told him to wait while it was packed adequately. If he refused to wait then I would have refused to hand it over and then told Apple that their courier arrived at the wrong time and got them to re-arrange collection. Infinitely less troublesome than what you are dealing with now!

Jinks

So there was nothing wrong with the iMac and Apple have inconvenienced you by asking you to send your computer away for them to change something, and now want to charge you for repairs? Honestly, although I do think you were careless with the packaging and therefore must share the blame, it sounds like both Apple and the courier have messed their customer about here with their requests, lack of guidance and botched cancellations. Technically they are not "obliged" to do anything because the fact is that the damage to the Mac would probably not have happened as much or at all if it had been better packaged and couriers won't pay out if items are insufficiently packaged. However, considering the above things I think a fair gesture would be to take on at least a portion of the cost themselves in the name of good customer relations.

You will be relying on a goodwill gesture here and some luck will be involved, I think.

ThumbRemote

lovinituk wrote: »

If it was me I would have told him to wait while it was packed adequately. If he refused to wait then I would have refused to hand it over and then told Apple that their courier arrived at the wrong time and got them to re-arrange collection. Infinitely less troublesome than what you are dealing with now!

Yes, of course you would, because you have the benefit of hindsight in advance, and you never make mistakes.

ryantcb

Here is the photo they sent me of the damage. They photo isn't great but you can make out the dent and the scratches. They say the box is undamaged and from the photos it looks that way too. So if the box is undamaged and the casing has been scratched then this is not because of the top layer of polystyrene being missing its happend after the box has been opened because I may be stupid but can you scratch through a box and not damage the box?

This is from thier T&C's

12. TRANSPORT
***** Plc may at ***** Plcʼs sole discretion, use third party
courier companies to collect and transport Products to and
from Customersʼ premises or relevant service centers. In the
event that damage or loss of Products occurs during transport,
***** Plcʼs sole responsibility shall be to replace the Product
with a new or factory reconditioned similar Product of the same
or higher specification or repair the damage of the Product that
occurred in the event of cosmetic or other moderate-value
damages, both at ***** Plcʼs sole discretion. Alternatively, at
***** Plcʼs sole discretion cash compensation may be
offered to the invoice value of the lost Product. If Services
have been performed or a quote has been prepared by *****
Plc in relation to a Product that is subsequently lost or
damaged in transit, entitlement to a replacement Product shall
be conditional upon the applicable Service fee and diagnostic
fee being paid in full by the Customer.

custardy

the box has a large central crease on the top
looks more like the box survived whilst passing on the impact from whatever happened
I would expect no carrier to pay out if you packaged the item as the photo suggests

bod1467

Could it be the plastic bits of the box handle have caused the damage, due to something impacting the top of the box?