Royal Mail Damage Claim Rejected

Happy_bunny

Sold my iPhone on eBay November, posted special delivery next day.

Phone arrived - front screen destroyed - not just a crack but the whole screen smashed!

Buyer returned the phone, refunded the sale price and put in a claim
nothing heard until just before Christmas - Email request for the damaged item, packaging ect to be returned to Royal mail - Done beginning of January.

Friday received my parcel back, along with a letter stating

"I am sorry that I cannot offer you compensation, as the item had not been packaged in accordance with the R.M's packaging guidelines"

The package sent to my buyer was perfect - bordering on excessive with each item separately bubble wrapped and into a box.

When RM requested it sent to them it was again well packaged, the phone even more packaged as I place it into a separate box due to glass pieces being loose.

Where do I stand on this? Surely this cannot be right?! The item was damaged whilst in their care and I paid for the appropriate service - Even asking for advice in the post office.

Is there any point in trying to appeal, I've tried ringing but the phones are just an automated 'We are busy - Try again' message.

:mad: Any advice?

the_lunatic_is_in_my_head

Happy_bunny wrote: »

"I am sorry that I cannot offer you compensation, as the item had not been packaged in accordance with the R.M's packaging guidelines"

Guidelines state:

Wrap the mobile phone with a piece of bubble wrap at least 1cm thick.
If you're including a plug, cover the plug pins with extra bubble wrap.
Place the phone in a rigid container, which is ideally the correct size for the item.
If the container is a little large, use more bubble wrap or packing foam to secure the phone in place, within the box.
Seal the box securely.
Address your parcel with the full name, address and postcode, remembering to add a return address, then attach the correct postage for the service you require.

personal.help.royalmail.com/app/answers/detail/a_id/86

scroll down to mobile phone and click the link and the above appears.

And from the general at the top

Make sure any outer containers are strong enough for their contents.
Fragile items shouldn't touch either each other, or the side of the container.

Which bit of this are saying you didn't do?

Happy_bunny

the_lunatic_is_in_my_head wrote: »

Which bit of this are saying you didn't do?

The letter gives the same info you've added however there isn't any indication of how my packaging is wrong or how they have come to their decision?! Seems to be a standard format letter with my details added.

From the guidelines I've easily exceeded the recommendations they suggest which is why I'm so angry …

olgadapolga

Escalate it - they have a section of CS that deals with escalated claims. Their letter refusing your claim should have told you how to escalate it.

Write, stating that you want it escalated as you are unhappy with their response, and tell them WHY you are unhappy.

I can't find the address at the moment but you can probably find it online.


If they refuse, you can progress your compliant to the Postal Review Panel and then to the independent Ombudsman style scheme, the Postal Redress Service.

If all else fails, there's the small claims court.

Good luck.

the_lunatic_is_in_my_head

Happy_bunny wrote: »

The letter gives the same info you've added however there isn't any indication of how my packaging is wrong or how they have come to their decision?! Seems to be a standard format letter with my details added.

From the guidelines I've easily exceeded the recommendations they suggest which is why I'm so angry …

Royal Mail are experts at fobbing you off when it comes to claims.

I would appeal the claim (did they provide an email address on the form, if not try ringing as soon as the phone lines open) and advise if they aren't willing to provide an accurate and acceptable explanation of why the claim was denied can they provide you with the information on how to escalate the complaint to the regulator.

To put it simply Royal Mail generally do a fantastic job at delivering parcels, their customer service in the event of a problem is down right appalling.

Persist and they will likely pay out.

dj1471

Just checking... You did verify that you got your original phone back from the buyer?

Happy_bunny

dj1471 wrote: »

Just checking... You did verify that you got your original phone back from the buyer?

Yes, It was the original phone

Fosterdog

Was the external packaging crushed/damaged? If yes then even adequate internal packaging would struggle to protect the phone. If no then the internal packaging couldn't be adequate. I could understand poor handling but no external damage causing a minor cracked screen, but that alone would not physically cause a completely smashed screen if it was packed adequately.

Also as dj1471 says are you sure you've had the same phone back from the buyer? It's a common scam that people damage their own phone, buy one on eBay then claim it was damaged in the post and send their original damaged one back for a refund.

Happy_bunny

the_lunatic_is_in_my_head wrote: »

Royal Mail are experts at fobbing you off when it comes to claims.

I would appeal the claim (did they provide an email address on the form, if not try ringing as soon as the phone lines open) and advise if they aren't willing to provide an accurate and acceptable explanation of why the claim was denied can they provide you with the information on how to escalate the complaint to the regulator.

No email address but a postal address for the escalated team so have written a letter - Will send recorded tomorrow, How does it sound?

"I'm writing in response to your letter, dated 16th January 2019 and relating to the above reference number and request that this claim is escalated as I am unhappy with your response.

My parcel, delivered to XXXXXX was extremely well packaged and well in excess of the packaging guidelines provided by the Royal Mail.

If you are unable to provide me with an accurate and acceptable explanation of why the claim was denied I would request you provide me with information on how to escalate the complaint to the postal regulator."

:beer:

Happy_bunny

Fosterdog wrote: »

Was the external packaging crushed/damaged?

Also as dj1471 says are you sure you've had the same phone back from the buyer?

To better describe the packaging - Individual items bubble wrapped then into cardboard box with bubble on all sides - Box sealed, sealed box was in a mailing bag.

The damage to the packing wasn't visible till it was opened, by buyer, box heavily pushed in on one side like it had been trodden on or squashed against something.


Phone was UV marked before sending and is the same -

sheramber

Place the phone in a rigid container, which is ideally the correct size for the item.

Was the cardboard box a rigid container?