Hermes billing me for apparent underpaid postage 10KG over what it weighed

Money_Grabber13579

in_my_wellies said:

I'm pleased you have a good result
I have had the same problem and was also fortunate that the buyer was kind enough to send a photo using their scales.
I always take a photo now with the item on scales and with a ruler to show size

Apparently you can also be charged an excess fee for poor packaging - if the box becomes crushed or broken.  I think this may have been the cause of one of my excess invoices. The delivery driver said the box was broken and it was lucky he was able to deliver it. Then next day I got the invoice for excess weight. I won the appeal but did wonder if someone had pressed the 'over weight' button rather than 'broken package' button. I would have appealed that too as I certainly didn't post a broken package  

Does that mean we now have to use bomb proof packaging, so that when their driver catapults them into the van, they won’t break open?

cymruchris

Money_Grabber13579 said:

Does that mean we now have to use bomb proof packaging, so that when their driver catapults them into the van, they won’t break open?

You should be doing that anyway with all the stuff we've seen on various tv reports in the last couple of years.

MothballsWallet

If the OP didn't get a good result from Hermes, I'd have been asking them for copies of the most recent calibration certificates for the scales that they used.

mikb

MothballsWallet said:

If the OP didn't get a good result from Hermes, I'd have been asking them for copies of the most recent calibration certificates for the scales that they used.

Logically, the scales could be calibrated to within an inch millimetre of their lives, no amount of certificate can offset the incompetent use of the scale to measure two parcels as one/another parcel entirely/Hermes handler's beer gut/pack of squirrels that came in through the window and jumped on the scale etc.

mikb

Short video, very illuminating ...
https://www.youtube.com/watch?v=_fsxmjCWpjA

TL;DR / Spoiler alert:

Ridiculous overcharge on weight (Rubik's cubes, claimed 3.5Kg+) -- "fines" retracted because "it often happens that more than one parcel goes on the scales at a time. Just dispute it, end of problem."

RD_DS

hubb said:

I had this email today without me sending the evidence of the Ebay buyer's photos of the scales. It was followed by a cancelation of paypal invoice from them too shortly after.

Because of the large volume of parcels we process daily, currently in excess of a 2.2 million parcels daily there will always be occasions when parcels become entangled or one parcel gets obscured by another, especially if it’s a small/lightweight/unusually shaped  item.

 

...

 

When we are advised of a disagreement we are always happy to reconsider a decision. That being the case I am more than happy to waive that invoice for you.

 

Please accept my very sincere apologies for the inconvenience that the issue of this invoice has caused.

I've seen various comments in this discussion about challenging EVRi's decisions but what method are people using to do that? In my recent experience, both the phoneline and webforms use "bots" which don't include options to "discuss" this sort of issue. I've also tried replying to the original "underpayment" email (evrisupport@evri.com) and I get no reply.