eBay Buyer Claims Item Missing From Parcel. HELP!

electribem

Just thought I'd revisit my original post with an update.

I got sent this reply when I sent a claim in to Collect+:

Hello ......,

Thank you for providing us with your completed claim form.

We have reviewed the details provided in your claim and on this occasion it cannot be processed any further. The primary reason for this rejection is that the driver has confirmed that the parcel wasn't damaged when it was delivered to your neighbour.

I realise that this will be disappointing news for you, however I hope that the reason for this decision is clear.

Kind regards,

.........

Claims Department
Collect+

---

So I replied back with this:

Thank you for your reply.

However I find your response of little help and lacking proof. I went to the trouble of collating evidence from the recipient of the package and provided you with photographic evidence. Your response is devoid of either. Where is the photographic evidence of the package when it was handed over to ‘a neighbour’ at the recipients end? Clearly you need to proof read your emails when you send them out because this was quoted in your response:

"The primary reason for this rejection is that the driver has confirmed that the parcel wasn't damaged when it was delivered to your neighbour.”

How can a damaged parcel be delivered to ‘your neighbour’ when I’m not the recipient?

The Collect+ service has failed me measurably on this occasion. I have entrusted Collect+ to deliver my parcel safely, correctly and honestly. They have done neither. I want documented and photographic evidence showing that the parcel was delivered in the way you describe in your email. How on earth can you expect me to take your word for it based on that premise?

Effectively, as per your own Ts&Cs, you have contravened 4.1 and 4.6. Point 4.1 states "1.We shall supply the Services to You using reasonable care and skill". You have not taken reasonable care or skill! The package was sent securely and intact and certainly not in the state it was received. Photographic evidence should have been taken at the depot to prove that the package was delivered in the way I sent it. The customer reported it was received like that. So thats the premise a claim has to be based on.

There are numerous articles available where customers have reported mobile phones stolen under Collect+.

I want the FULL compensation reimbursed to me for the loss of the item which is £XXX.XXX + a further £5.42 for postage.

I am dissatisfied with your service and because of the events that have unfolded you are in breach of the Supply of Goods and Services Act 1982: 1982 c. 29 Part II, Section 13

I now wish to lodge a formal complaint for this case to be escalated as this claim has been improperly investigated. I am also seeking legal advice about this matter.

Yours Sincerely,

...... ......

So I was told shortly after sending this email that this matter has now been escalated to the complaints manager and I should receive a response back within 5 working days.

---

And look what I got:

Thank you for providing us with your completed claim form for your parcel.

I have reviewed your claim and the supporting evidence that you provided and have been in contact with our Head of Internal Security to ask that the CCTV footage of the parcel's journey be reviewed. This was done to see if any major damage occurred whilst the parcel was in transit. Had any major damage occurred then the parcel would haev been pulled from teh sorting belts and passed to a colleague who would have examined it, repackaged it and then wrapped it with branded tape. At no point in the proceedings did this happen. The deliveruing driver was re-interviewed and is confident that the parcel was in good condition when delivered to teh recipient's neighbour.

This clearly leaves me with something of a quandary: I have no reason to doubt the word of the delivery driver or the evidence of the CCTV footage. Neither have I any reason to doubt your word. Therefore, I must give the benefit of the doubt in your favour and you will receive a cheque for the value of GBPXXX.XX as a gesture of goodwill and in full and final settlement of this matter.

The cheque will be sent out to the address you submitted in your claim form within seven working days.

Yours sincerely

...... .......

Collect+, Head Office

Claims Department

RESULT!!!! :T

Mandy44

Result you get paid in full , your buyers neighbour gets a free phone and the driver gets sacked

theonlywayisup

Thanks for the update. A good result all round.

emweaver

Mandy44 wrote: »

Result you get paid in full , your buyers neighbour gets a free phone and the driver gets sacked

If it's been blocked they won't get a free phone and I doubt the driver will be sacked as they have not blamed him.

I suspect the buyer has tried to steal the phone not their neighbour. If the buyer felt the neighbour had stolen it they would of reported it to the police and had a massive falling out over it.

Mandy44

Lol, imei's can be re-written even I know that, if you think reporting a phone stolen renders it worthless you are very much mistaken

andersonsophie_89

Collect+ is a joke. They lost my parcel too and said it was delivered. They dont even brother contacting you back. I had to keep chasing them for an answer. If your selling a phone you have to go with extra insurance for your own piece of mind.

But having sold a high expensive item on ebay before, and then having the buyer saying the item Id sent was faulty and was filled with scratches, therefore it was not a discribed. I was really taken a back. As this item was really a unwanted gift, which was used briefly 2 times. The the photos used on the listing was of the item. Anyway, ebay close the case my the customer favour and told the customer he has to send back the item. Which he did not want to do in the first place. He then put on a tracking number and it was said delivered on Royal Mail. But the delivery office was not in my area. I disputed it on ebay and ebay still close the case in the buyer favour. That was the few and last time Ive ever used that site to sell any thing again.

redcard

Mandy44 wrote: »

Lol, imei's can be re-written even I know that, if you think reporting a phone stolen renders it worthless you are very much mistaken

Can you explain how to change an Iphone's IMEI?

chancesare_2

redcard wrote: »

Can you explain how to change an Iphone's IMEI?

I bet not!

Obviously_the_best

The IMEI is also printed on the inside of the phone, on a tamper proof label.

Unfortunately, I have the believe the buyer on this one, and I'm glad Collect+ agreed too, as (suspected) theft within Yodel's network isn't unheard of. Many similar incidences of phones / laptops missing from packages have been mentioned on the internet.

Mandy44

True , I was forgetting the first thing people do when getting a new phone is dismantle it to check the imei label is the same as is coded into the phone. We'll just have to hope those hackers don't ever come up with some devious way of cloning a sticky label to stick on top too