KRCS damaged iPad when returned for warranty claim. Need advice

born_again

You would have (Main Cardholder) to start a complaint & see where it goes.

Any high street phone repairer might give you a report. 

tightauldgit

Surely just because the recipient says it wasn't damaged in transit that doesn't mean it wasn't. If you are saying you sent it unbent and they are saying it arrived bent then it must have happened in transit if you are both telling the truth. I'd at least be trying to make a claim with Royal Mail before I went to court on it as if nothing else then you'd probably have been expected to have raised an issue with them. 

Manxman_in_exile

tightauldgit said:

Surely just because the recipient says it wasn't damaged in transit that doesn't mean it wasn't. If you are saying you sent it unbent and they are saying it arrived bent then it must have happened in transit if you are both telling the truth. I'd at least be trying to make a claim with Royal Mail before I went to court on it as if nothing else then you'd probably have been expected to have raised an issue with them. 

Yes - I think that's what I'd do.

KRCS aren't really in a position to say that it wasn't damaged in transit.  All they can say is that it arrived in a damaged condition.

I don't know what evidence RM would need to accept or reject a claim.  Would KRCS need to have kept the packaging on the OP's behalf?

sheramber

Royal Mail ask for photographs of the damage and the packaging

tightauldgit

Manxman_in_exile said:

tightauldgit said:

Surely just because the recipient says it wasn't damaged in transit that doesn't mean it wasn't. If you are saying you sent it unbent and they are saying it arrived bent then it must have happened in transit if you are both telling the truth. I'd at least be trying to make a claim with Royal Mail before I went to court on it as if nothing else then you'd probably have been expected to have raised an issue with them. 

Yes - I think that's what I'd do.

KRCS aren't really in a position to say that it wasn't damaged in transit.  All they can say is that it arrived in a damaged condition.

I don't know what evidence RM would need to accept or reject a claim.  Would KRCS need to have kept the packaging on the OP's behalf?

I don't really know how thorough RM are with investigating claims - they can't really expect recipients to keep packaging etc and I don't really know to what if any extent they can expect recipients to participate in the whole process given there's no contractual agreement with them. 

It may simply be enough that the recipient confirms it was damaged on arrival, or they may send out Sherlock Holmes to investigate but I'd think it's probably worth a go before worrying about court. 

I

sheramber

If I received a package and found the contents damaged I would keep the packaging as proof. Unfortunately, the OP has been told the packaging had no damage so it wouldn’t help his case.

tightauldgit

sheramber said:

If I received a package and found the contents damaged I would keep the packaging as proof. Unfortunately, the OP has been told the packaging had no damage so it wouldn’t help his case.

I probably would too but you're under no obligation to and in a commercial enterprise it's entirely possible the packaging is removed and dumped long before anyone sees if the iPad is bent or not. 

The  thing is that it's physically impossible that the iPad was sent unbent, not damaged in transit and arrived bent so someone is telling porkies somewhere (or, to be generous, mistaken). So first port of call should be the courier to at least investigate.

Alderbank

tightauldgit said:

The  thing is that it's physically impossible that the iPad was sent unbent, not damaged in transit and arrived bent so...

Not even if the sender was Yuri Geller?

tanzanyte

Thanks everyone. I am worried without the packaging that it will be another dead end, if it's in their policy and the company haven't kept it I'm stuffed again. I have gone back and read the email from the engineer again. It says :


"I can confirm that this type of damage would not have been caused by delivery as there is no impact damage, this would have been caused by pressure e.g. sat or stood on.
"

Could pressure damage possibly occur during transit in a box with a laptop box around it with air space between the boxes? I know the iPad is at the top of the iPad box with only the lid over it. However I would have thought the laptop box around it would have been plenty of protection which was why I chose it, but then I only have their word on the outer box being ok when it arrived. I also would have expected the iPad box to show some damage.

If I did try to make a claim with RM I don't know where I stand with the item amount. I insured it for the total I paid for the iPad as if it was lost I'd need the full amount to get a replacement. However given that I have the iPad, to get it repaired it's half the price as they part exchange it so I wouldn't need the full cost to get it fixed.

If I do start a claim with RM do I have a time limit to take this case to small claims?

tightauldgit

Make your claim with RM for the amount quoted to repair it and see what they say. You are supposed to claim for your actual loss so only what it costs you to be put back in the same position you started. At the end of the day if RM come back and pay it then it's problem solved, if they say 'it wasn't damaged in transit' then that strengthens your case in any court.  

There is a time limit on some small claims cases but it's years not weeks so more than enough time to go through the process with RM.