Parcel2Go - Claim for smashed item

Mike_Astic

I booked a courier collection for a wood burning stove via Parcel2Go the courier was TNT (UK Express service). It is a heavy item (33kg) and I wanted to make sure the stove arrived safely so I removed all external parts e.g., cast iron feet, wrapped them and put them inside the stove. I then cut and fitted 3 inch rigid foam to the outside of the stove, I strapped it all together with a heavy duty woven polyproplyene material. It took me two hours to complete this and I considered this packing 'bomb proof' - as a finishing touch I marked it fragile. The courier collected Monday and the package was delivered Tuesday. I had a call from the customer saying the stove was smashed, they sent me some photographs it looked like the couriers had driven to the nearest fly-over and dropped it over the edge:mad:.

I have read all the horror stories of making a Parcel2Go claim so I thought I would document my experience here.

Step 1) obtain a claim form

Shouldn't be too difficult - I click on a link to "claims" on the P2G site

"The requested page does not exist"

:rotfl:Not a good start - will keep you posted

Mike_Astic

There is conflicting information on the P2G site about how to make a claim one references a system where you posted a claim to them but the links for the claim form are broken , the other is an online submission. To make an online submission you have to live chat with one of the help team and they enable a button which appears in the order details for that particular consignment. Seems like they just want you to jump through a hoop as I can not see the purpose of the live chat - you don't think they were trying to put people off from making a claim do you? :whistle:

Step 1) obtain claim form (online version) - completed and hoop jumped through :j

Step 2) Next step upload supporting evidence for claim...

Mike_Astic

To complete the online claim you need 4 pictures

Proof of value - i.e., screenshot of ebay page showing item value - if you are not computer savvy you may struggle with this one.


Photos of packaging interior - what was used to pack and protect the item

Photos of packaging exterior - what was used to hold it all together

Photos of damage - collect all the broken pieces and take a picture of the destruction

I submitted all four photos and they were accepted apart from the one showing interior packing:(. I was asked to provide a clearer picture, this is now done and I am waiting for it to be approved.

Step 1) obtain claim form (online version) - completed and hoop jumped through :j

Step 2) Uploaded supporting evidence for claim - awaiting approval

Mike_Astic

After sending the updated photo, my claim was approved the following day £68.36 by BACS or £73.00 by Pre-pay.:T It doesn't cover the cost of the damage but there again I didn't take out the extra insurance so the risk was mine.

Conclusions:

If you are sending an item via courier take some quick photos as you pack it up - it will save time on any claim you may have to make - remember the person receiving the package may dispose of the packaging.

No matter how good you pack something the courier will still be able to break it, and if they don't there's still a good chance that they will lose it!

When it comes to couriers the word 'FRAGILE' is not worth the sticky tape it is printed on!