KRCS damaged iPad when returned for warranty claim. Need advice

tanzanyte

Thanks. It feels dishonest to claim against RM when I packaged it really well and there is no damage to the iPad box, hence trying to ascertain if it's possible.

Does anyone know if companies are supposed or usually make a report of checked things when they receive them? In the companies own info it says "returned items will be checked over and receipt of goods confirmed with you on the same working day as they have been delivered to the premises."
This was before the service engineer looked at it and let me know about the bend.
I did receive an email a couple of days before it was looked at saying they had received the iPad, but no other info as to the condition it had arrived in. I am assuming the whole point is to open the box for their own protection in case someone sent an empty box or a different item and also to get the serial number to make sure it is the one purchased from them. Surely at this point you would log any damage you've seen?
They have actually been fast to give me some of the items I requested with the SAR, however it does seem to have some things missing and there is no mention of the condition upon arrival which seems very odd to me. I've only had the generic email sent out and nothing sent between the operatives to book the iPad in for repair etc so I know there's stuff missing.

powerful_Rogue

tanzanyte said:

Thanks. It feels dishonest to claim against RM when I packaged it really well and there is no damage to the iPad box, hence trying to ascertain if it's possible.

Does anyone know if companies are supposed or usually make a report of checked things when they receive them? In the companies own info it says "returned items will be checked over and receipt of goods confirmed with you on the same working day as they have been delivered to the premises."
This was before the service engineer looked at it and let me know about the bend.
I did receive an email a couple of days before it was looked at saying they had received the iPad, but no other info as to the condition it had arrived in. I am assuming the whole point is to open the box for their own protection in case someone sent an empty box or a different item and also to get the serial number to make sure it is the one purchased from them. Surely at this point you would log any damage you've seen?
They have actually been fast to give me some of the items I requested with the SAR, however it does seem to have some things missing and there is no mention of the condition upon arrival which seems very odd to me. I've only had the generic email sent out and nothing sent between the operatives to book the iPad in for repair etc so I know there's stuff missing.

I don't see it as odd. It's a repair center, the condition will be logged when it gets to the service desk to be repaired.

Manxman_in_exile

tanzanyte said:

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.
"...

I don't understand how somebody at KRCS (or whatever) is qualified to say what type of damage might be caused "by delivery".  (For a start they mean during "transit" don't they?).

In particular I don't know how they could say - which is what I presume they're saying - that the damage in question could only have been caused by being sat on or stood on and that this could not have happened in transit.

@tanzanyte -  you say the laptop was undamaged when you sent it in the post.  KRCS (or whatever they're called) say it was damaged when it arrived with them.

Assuming you and they are both telling the truth I can't see that you have any immediate alternative but to make a claim against RM before thinking about claiming against KRCS