parcel monkey insurance a rip off and dishonest

calog

I sent an old second-hand but fully working desktop computer tower to a family member in Italy which arrived with the cpu fan dislodged which was bouncing around inside the case, though he had the fan refitted it would not work.


I have to say that I have sent items previously and they have until now arrived safely.


The item was covered for the for the included £70 amount within the original postage costs so I made a claim via filling in the wizard form on there website. I explained that the machine was second-hand so I did not have an invoice for it and that as I did not have access to the item I could not take and supply photographic evidence - the family member in Italy has an old nokia mobile phone with a camera but no way of downloading or sending the photos. The item was well packaged with fragile red and white tape and there was no physical damage to the packaging - I can only assume that the box was dropped heavily and internal damage caused by shock.


I fully explained all the above in the online form.


The dishonest people from the claims department, instead of contacting me and trying to find a way or give options to resolve the issue just waited for seven days and informed that the claim could not continue as it had time expired.


I tried contacting them to ask how they would suggest I obtain the information that they were asking of me and explain how it was an impossibility to carry out there request but found to be treated in a very dismissive and rude manner by them. I was finally rudely told that I should never started the claim if was unable to supply the proof they wanted.


The only way I could have supplied the information requested was to fabricate it but I am not prepared to behave in an underhanded way as parcel monkey claims department.


I have asked to raise a complaint but was ignored.


I am at a loss as how to continue - it seems that parcel monkey claims department can behave in any underhanded way and is not answerable anyone.


Be forewarned if you intend to use this company....

Poppie68

Struggling to see what Parcel Monkey have done wrong. To make a claim evidence would have to be supplied one way or another and parcel monkey are not obliged to come up with solutions to gain this evidence it is upto the customer. If your relative does'nt have access to a phone or camera capable of downloading pictures he could ask someone who has. Parcel Monkey are not asking you to fabricate anything, they are just asking for proof of damage, no company is going to pay out without it.

agrinnall

If your relative had a phone with a camera why could they not send you a MMS and you could have downloaded the photo from your phone?

calog

agrinnall wrote: »

If your relative had a phone with a camera why could they not send you a MMS and you could have downloaded the photo from your phone?

I don't know if he is knowledgeable enough to that and he doesn't have much money - most of the time he hasn't got credit on his phone.


edit: I forgot to say, it's too late now they don't even reply to my messages.

visidigi

Parcel Monkey haven't done anything wrong. Otherwise this leeway of which you speak would result in people sending shipments with 'items' in and then the claim starting they were something far more valuable.

Shipping computer equipment requires suitable internal padding to ensure add in cards and other such items, including CPU coolers, cannot be dislodged during transit. This is because the design of a computer is not in line with the automated belts etc.

You can assume what you want about the courier, parcel monkey are NOT a courier. They are a freight forwarder who doesn't even touch your package. You bought their service on price, they offered you that service inline with thier own terms and conditions, to which you agreed.

Note 5.5, which you can use to extend the period to allow the recipient to get photos to you/PM

5. MAKING A CLAIM

5.1.
For all claims for loss, theft or damage to your goods, you must make your claim within the following periods:
5.2.
For goods that have been damaged with a delivery address within the United Kingdom, The Company must receive notice of your claim within three (3) working days from the date of delivery and The Company must receive full details of the actual claim within seven (7) working days from the date of delivery.
5.3.
For goods that have been damaged with a delivery address outside of the United Kingdom, The Company must receive notice of your claim within seven (7) working days from the date of delivery and The Company must receive full details of the actual claim within seven (7) working days of the scheduled delivery date.
5.4.
For goods that are lost, The Company must receive notice of your claim within three (3) working days from the scheduled delivery date and The Company must receive full details of the actual claim within seven (7) working days from the scheduled delivery date. For the avoidance of doubt, you may submit notice of your claim beyond three (3) working days from the scheduled delivery date on the condition that the notice and the full details of the actual claim is received by The Company no later than seven (7) working days from the scheduled delivery date.
5.5.
If you can prove to The Company that you or the person receiving the goods did not have a reasonable opportunity to inspect the goods within the time periods stated above, the time periods for making a claim shall be extended so that the notice must be given from the date the goods could be inspected.
5.6.
The notice of your claim along with the claim itself must be in writing and submitted using the 'Help' section listed on the web site. http://www.parcelmonkey.co.uk/contactus2.php.
5.7.
As part of our claims procedure, our claims team will contact the delivery recipient to verify the claim. In the event that the delivery recipient fails to respond within 28 days of the date of the message sent by our claims team, the Company may reject the claim at its sole discretion.
5.8.
The Company reserves the right to retain any item that is the subject matter of a claim for damage for further inspection. Should the Company award compensation under this agreement for the damage, the Company may retain ownership of this item for consideration of the claim transaction.
5.9.
Before the Company shall award any monetary amount of compensation for your item, the Company will consider the market value of the item and the value of the item stipulated on the invoice provided by you at the time you submitted the claim.
5.10.
The Company reserves the right to award the market value of the item.
5.11.
The Company may dismiss any claim which does not adhere to the above criteria.

calog

I beg you to believe me that I did not, repeat did not, find that you were housebound due to health problems by reading your posts - I would not wish that on anyone and genuinely am sorry to hear that is the case. For your information I have serious ibd flares and know what it is like to be housebound myself for lengthy periods. I do not do verbal or physical harm to others in fear of in returning to myself and have learnt from experience that sometimes it's better to keep your opinion to yourself.
The only time I try to get something up on someone is when they try to get one up on me and that is what I genuinely believe you was trying to do by just having a very partisan view and sympathy for what I believe to be dishonest people and totally and completely dismissing my side of the story; You are entitled to your opinion but I am as well.


anyway I have now found another company who were recommended by this website called Pharo parcels and after searching find them to be in highly regarded unlike parcel monkey.

visidigi

As for the courier company you've found, not sure how its relevant, besides, its yet another reseller.

Going to the couriers direct is always worth trying, you never know in some cases they may also too offer you the same price as a reseller is offering - just ask them.

powerful_Rogue

calog wrote: »

I did not insult anyone - with 5k plus posts on this site there can't be much else going on in your life - one step down from a troll

You then go on to follow that up with an insult - which makes no sense at all. An active poster is one step down from a troll?

No wonder Parcel Monkey ignored you!

wealdroam

calog wrote: »

anyway I have now found another company who were recommended by this website called Pharo parcels...

Have they got a camera that they are willing to lend you?

mattyprice4004

I was thinking of claiming my house fell down from my home insurance. I don't have a camera so can't give them evidence, but they'll believe me right?

How on earth anyone would expect them to pay up with zero evidence is beyond me.

liquidmachine

Parcel Money is the cheekest ever.

When I posted my items, the website says I can pay 3.99 pounds to claim damages of up to 300 pounds. Unfortunately, they did damaged all the items, the recipient signed a "damaged delivery" note and took photos of the damages.

When I asked them how to refund, they asked me to upload documents/order details, photos of items and package, and said that a decision will be made soon.

After a couple of days, they got back and found an excuse that the package was not packed with bubble wraps. The sort of requirements probably are hidden in their other sections of terms and conditions (if they do exist and do give the clients an opportunity to read). They will not tell you your package is not properly packed but just picked it up, damage all of them, then took the insurance fee themselves (from the insurance company), and give nothing to their clients.

Please tell everyone this is a very dodgy company, NEVER use it!!!