Parcelfarce vs samsung!

I_H8_B1G_C0MPANIES

As my username suggests, I hate big companies. Why? Because they try to find every inconceivable way to try and rip you off after they get your money. I have faught many battles, but alas won none My current battle is between Samsung and Parcelforce, this is my story.

So it has been two years since I got my iPhone and my contract ended. I did not want to get an overpriced three contract, so I bought the Samsung Galaxy Note 4 on preorder. The phone came and my god was it a good phone! Everything was perfect, apart from one small issue. All the big tech review websites and youtube channels rave about how good the camera is. I did not feel that way, and neither did some other fellow early Note 4 owners (as proven by a reddit post). I wanted a refund. The phone was under 14 days old, so samsung agreed to a no-frills refund if I return the phone. They sent me a return label (all paid for) for a parcelforce 24hr delivery slot. I put the item in a bubble wrapped envelope and sent it of. 13 hours passed and I received my first bit of tracking information which stated that the item has reached the South West London depot. The next day, they tracking info did not change, so I phoned up parcelforce and they confirmed that the parcel was lost.

This is where the struggle gets real.

Samsung paid for the label. I did not want to use parcelforce, but they forced me to. I asked the person at the call centre if I can post with a small, reliable courier which I have used before, but she said that if I did, they would not be responsible. They also did not put insurance on the label, so the contents were only covered up to £100. As this was a mistake on their behalf, they have to pay the rest of the £530 for the phone, right? Samsung have also not got any sign of me returning the item on their system, eventhough I received a return label from them and I have proof of postage and proof of purchase. One thing which I also found wierd was that initially, samsung was asking for my order number when I first called. Now, they are asking for a reference number, something I did not get. Well done Samsung, top job.
2 weeks passed and there is ABSOLUTELY NO SIGN of anyone at parcelfarce investigating my claim! I don't even have a reference number!! They cannot even find it in their system, eventhough I have received an email from them with my claim details.
Basically, neither party is willing to pay out for losing/not insuring my parcel. What do I do?!

I_H8_B1G_C0MPANIES

As my username suggests, I hate big companies. Why? Because they try to find every inconceivable way to try and rip you off after they get your money. I have faught many battles, but alas won none My current battle is between Samsung and Parcelforce, this is my story.

So it has been two years since I got my iPhone and my contract ended. I did not want to get an overpriced three contract, so I bought the Samsung Galaxy Note 4 on preorder. The phone came and my god was it a good phone! Everything was perfect, apart from one small issue. All the big tech review websites and youtube channels rave about how good the camera is. I did not feel that way, and neither did some other fellow early Note 4 owners (as proven by a reddit post). I wanted a refund. The phone was under 14 days old, so samsung agreed to a no-frills refund if I return the phone. They sent me a return label (all paid for) for a parcelforce 24hr delivery slot. I put the item in a bubble wrapped envelope and sent it of. 13 hours passed and I received my first bit of tracking information which stated that the item has reached the South West London depot. The next day, they tracking info did not change, so I phoned up parcelforce and they confirmed that the parcel was lost.

This is where the struggle gets real.

Samsung paid for the label. I did not want to use parcelforce, but they forced me to. I asked the person at the call centre if I can post with a small, reliable courier which I have used before, but she said that if I did, they would not be responsible. They also did not put insurance on the label, so the contents were only covered up to £100. As this was a mistake on their behalf, they have to pay the rest of the £530 for the phone, right? Samsung have also not got any sign of me returning the item on their system, eventhough I received a return label from them and I have proof of postage and proof of purchase. One thing which I also found wierd was that initially, samsung was asking for my order number when I first called. Now, they are asking for a reference number, something I did not get. Well done Samsung, top job.
2 weeks passed and there is ABSOLUTELY NO SIGN of anyone at parcelfarce investigating my claim! I don't even have a reference number!! They cannot even find it in their system, eventhough I have received an email from them with my claim details.
Basically, neither party is willing to pay out for losing/not insuring my parcel. What do I do?!

Master_Blaster

Parcel force lost it so it is down to them. Once they have allowed what the consider is enough time no doubt they will deal with compensating Samsung. Once this is done samsung will no doubt reimburse you. £630 for the phone, I doubt Samsung will be that much out of pocket.

arcon5

Give them the tracking number - any kind of proof it was collected.

Who's at fault?
Parcelforce

Who's responsible?
Samsung - imo. They contracted the courier so I fail to see how you can bear any risk once it has been uplifted by THEIR representatives!

You shouldn't have to wait for them to claim of parcelforce either, maybe a reasonable time to investigate the issue, but that's about it.

I_H8_B1G_C0MPANIES

I am discussing the £530 loss with samsung. I case is being handled by one person, and she says that there is a chance of Samsung paying out because they did not put insurance on the phone. However, I spoke to another person at Samsung (At the executive office noneless) and she says that there is no chance of me getting the money, even though she knows that they did not put insurance on it.

I_H8_B1G_C0MPANIES

In responce to arcon5, I have given the tracking number to both parties and they acknowledge that the parcel is lost. However the main issue is that none of the parties are acting on the information I have given them. and they are trying to worm their way out of this.

visidigi

Stop talking or dealing with Parcelforce, they are nothing to do with you, this is entirely Samsung's responsibility.

You need to focus your attention 100% on Samsung and getting them to sort it out, good luck, they failed me on an LCD TV 9 years ago, will never buy another one of their products again because of it, live and learn and all that!

I_H8_B1G_C0MPANIES

@visidigi Why is it entirely Samsung's responsibility?

NewShadow

I_H8_B1G_C0MPANIES wrote: »

@visidigi Why is it entirely Samsung's responsibility?

Your contract is with Samsung, Parcelforce's contract is with Samsung.

You acted as instructed and they have confirmed the parcel is lost, therefore it's their responsibility to resolve the issue with parcelforce.

Now, the important bit, how did you pay?

I_H8_B1G_C0MPANIES

I payed Samsung on their e-store with PayPal. Are you thinking that I could claim a refund with PayPal?

I_H8_B1G_C0MPANIES

I'm sorry, but I did not have to email them. Instead, I have had to physically speak to them over the phone, so I do not understand what spelling has to do with this. I am writing this on an old laptop with a dodgy keyboard, so some keys may not be registered, so please give me some leeway on this matter. Also, if you could highlight my spelling errors, that would be greatly appreciated.