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?!

custardy

I_H8_B1G_C0MPANIES wrote: »

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 bid 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). 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. 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. 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 highlighted the parts where the error is yours.

I_H8_B1G_C0MPANIES

The person at samsung told me that I could not add the additional insurance as they have already payed for the label. I phoned sasmung earlier and they acknowledge this, but are not willing to do anything about it!

robin58

Personally you should get the police involved, as they have a thief at the South West London center.

According to the law, no one is allowed to stop a letter/parcel from getting to it's destination. To do so can get you nicked.

Perhaps that is the way you should go forward.

Tell the Royal Mail/Parcel Force, you are going to sue them for the cost of and the lose of the item, regardless of having no insurance as they have a person in their company who is evidently thieving things. Buy the look of things you have proof of where it got lost in the system

If you talking to their helpline, ask for a supervisor.

Do not discuss with the front line staff. Supervisors tend to have more leeway.

Would also write to the CEO.

Also give a gentle but forceable kick up the whatsit to Samsung. They have let you down big time. I would not take there excuse to just shrug their shoulders.

bazzyb

robin58 wrote: »

Personally you should get the police involved, as they have a thief at the South West London center.

Do you work there, or have some kind of hidden camera set up there? I'm just wondering where this evidence has come from all of a sudden?

robin58 wrote: »

Tell the Royal Mail

Tell them all they want, seems as he never posted anything with them it won't really do much good. Perhaps he should threaten to sue FedEx, Hermes, and every other delivery company he has not used also?


OP - the only people you should be dealing with is Samsung. You have no need to be getting involved with any other parties. Tell them to sort it.

RFW

I_H8_B1G_C0MPANIES wrote: »

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.

What does the current tracking say?

I know you sent by Parcelforce, but how did they collect it or did you drop it at a depot or a Post Office? Do you have proof of collection or drop-off?

I_H8_B1G_C0MPANIES

@RFW The tracking says that it is at the South West London Depot. It's been like that for around 2 weeks and Parcelforce have confirmed that it is lost. I handed it in to the ost office and I have proof of postage.

RFW

First you need to file a Parcelforce claim and get in writing that they say it is lost. Then you'll need to find out how to get any money back, the best shot of that is Samsung.
If Parcelforce will only pay £100 and you believe that Samsung are at fault for not providing adequate insurance then you'll have to pursue that belief. It all sounds a bit messy though and you'll be best pursuing the goodwill of the companies rather than following any legal route.

custardy

I_H8_B1G_C0MPANIES wrote: »

The person at samsung told me that I could not add the additional insurance as they have already payed for the label. I phoned sasmung earlier and they acknowledge this, but are not willing to do anything about it!

and as you have found out. It is you who needs the insurance,not Samsung.

custardy

robin58 wrote: »

Personally you should get the police involved, as they have a thief at the South West London center.

According to the law, no one is allowed to stop a letter/parcel from getting to it's destination. To do so can get you nicked.

Perhaps that is the way you should go forward.

Tell the Royal Mail/Parcel Force, you are going to sue them for the cost of and the lose of the item, regardless of having no insurance as they have a person in their company who is evidently thieving things. Buy the look of things you have proof of where it got lost in the system

If you talking to their helpline, ask for a supervisor.

Do not discuss with the front line staff. Supervisors tend to have more leeway.

Would also write to the CEO.

Also give a gentle but forceable kick up the whatsit to Samsung. They have let you down big time. I would not take there excuse to just shrug their shoulders.

Who does that law apply to Robin?

TKPeters

Its Samsungs contract with you & with Parcelforce, you would not be able to claim of Parcelforce, as its not your contract.

Issue a letter before action against Samsung & take Samsumg to the small claims court via Moneyclaim online