Royal Mail..lost iphone

BOBSYER

Can anyone give me good advice on Royal Mail...
I sent my wife's i phone off for repair 6 weeks ago and RM are telling me they are not responsible. .
The phone went first class post (postmaster instruction )and did have there tracking number. .but they are saying this is not proper tracking. .
I have been in contact with them and have found them complete !!! holes. .they told me search would take 72 hours.gave me dispute number and told me fill form out and write letter of my concern and they would try to find phone..
Six weeks later I am no better off..
I am wondering if I can take legal action ..that may get them to.look harder or cover the cost of the phone..which is still under contract with 02..(they can not trace it either )
Surely they take a parcel it is then there responsibility as would be the case with company's and individuals? ?and in doing so they must know a parcels whereabouts.?they sent me 20.00 postal order as a settlement. .!!!!!!
This is Ridiculous if that's the way RM act..easier to send 20.00 and close case? ?
There has to be something more that can be done?
Please help me..as I am at my wits end..every time I phone it's same old story..they have also hung up on me on 3 occasions ..what kind of customer service is that??. .I feel legally they are obliged to replace or find the phone...

They don't deserve any Royal seal acting like that..
Please help....
Kind Regards

glentoran99

You sent a 400+ phone with coverage only for £20, I don't think you have any comeback unfortunately, special delivery should have been used

glentoran99

have you tried tracking it with find my iphone?

powerful_Rogue

BOBSYER wrote: »

Can anyone give me good advice on Royal Mail...
I sent my wife's i phone off for repair 6 weeks ago and RM are telling me they are not responsible. .
The phone went first class post (postmaster instruction )and did have there tracking number. .but they are saying this is not proper tracking. .
I have been in contact with them and have found them complete !!! holes. .they told me search would take 72 hours.gave me dispute number and told me fill form out and write letter of my concern and they would try to find phone..
Six weeks later I am no better off..
I am wondering if I can take legal action ..that may get them to.look harder or cover the cost of the phone..which is still under contract with 02..(they can not trace it either )
Surely they take a parcel it is then there responsibility as would be the case with company's and individuals? ?and in doing so they must know a parcels whereabouts.?they sent me 20.00 postal order as a settlement. .!!!!!!
This is Ridiculous if that's the way RM act..easier to send 20.00 and close case? ?
There has to be something more that can be done?
Please help me..as I am at my wits end..every time I phone it's same old story..they have also hung up on me on 3 occasions ..what kind of customer service is that??. .I feel legally they are obliged to replace or find the phone...

They don't deserve any Royal seal acting like that..
Please help....
Kind Regards

Not what you want to hear, but I believe you're out of luck. No such service now as tracked, its called Signed For.

Can see what your entitlement is on their website
https://personal.help.royalmail.com/app/answers/detail/a_id/319/~/making-a-claim-for-a-lost-item

In future send expensive items Special Delivery so its insured.

bris

Did you insure it? You should really send any valuable items that can be tracked and insured. Sorry to say but if it's lost there is nothing you can do.

soolin

powerful_Rogue wrote: »

Not what you want to hear, but I believe you're out of luck. No such service now as tracked, its called Signed For.

Can see what your entitlement is on their website
https://personal.help.royalmail.com/app/answers/detail/a_id/319/~/making-a-claim-for-a-lost-item

In future send expensive items Special Delivery so its insured.

I suspect it was sent just as standard mail as that accounts for the tracking number not being a tracking number and also the £20 compensation.

Standard parcels now have delivery confirmation but that's all, no delivery confirmation means they pay out for loss up to their £20 limit.

I am exceedingly surprised that any PO didnt go straight for special delivery, they never knowingly undersell their services, in fact they tend to oversell, and a phone should only have gone special.

Lomast

soolin wrote: »

I am exceedingly surprised that any PO didnt go straight for special delivery, they never knowingly undersell their services, in fact they tend to oversell, and a phone should only have gone special.

I wonder if this was an actual post office or one of the new PO counter in a shop arrangements as I find the one in our local corner store very rarely even ask what's in it let alone try yo upsell they just take the money and move on as if its a normal shop transaction

SouthUKMan

I'm trying to be helpful for anyone reading this in future and I certainly don't mean to come across as patronising...

Royal Mail offer different delivery services for a reason. Compensation for a standard first class and second class item is limited to £20. Signed for delivery is limited to a maximum of £50 compensation. Standard special delivery has a maximum payout of £500, of if you upgrade cover at the time of purchasing postage then you can have optional 'insurance' of up to £2,500.

As Royal Mail have paid you £20 in compensation, I can only assume that you sent your wife's phone using standard first or second class delivery. I'm sorry to say it but Royal Mail have met their obligations to you. Had you opted to use Special Delivery then you would have been fully covered.

Fosterdog

Who did you send it for repair to? I was assuming Apple because you said it's under warranty but they provide all pacackaging and courier labels for warranty repairs. They use UPS and you just have to drop it off at a local collect point.

Why was it sent by RM? why was it sent at your own cost under warranty? Didn't you look up what level of coverage the service you chose offered?