Royal mail damaged laptop

[GingerBeerMan]

Any had an experience with this? I spent £600 on a laptop, sent from Cambridge and it was crushed from above while in transit. The whole screen is shattered and the laptop is useless now. I've applied for compensation but they won't pay up, claiming they won't pay for damaged screen or monitors. The whole laptop is useless though, is there anyway I can appeal?

Cheers

 

[Driver 8]

I would have thought it would be the senders responsibility to get it to you in one piece. I would be asking for a replacement or my money back.

 

[Barrel of Fun]

What was the packaging? I'd be inclined to believe that is a key factor and also what sort of insurance was used to post the laptop.

 

[sebtucknott]

Unfortunately most postage compensation doesn't include electrical items.

Would probably be responsibility of the sender.

 

[tedebear]

Bum! Was it insured or covered in any way? Was it from a shop/retailer? It is their responsibility to get your parcel to you safely. Not sure what the rules are for ebay/private purchases though...

 

[South Stand Bonfire]

If you paid for it on your credit card then it should be covered by the credit card company? Try googling their T&Cs?

Any had an experience with this? I spent £600 on a laptop, sent from Cambridge and it was crushed from above while in transit. The whole screen is shattered and the laptop is useless now. I've applied for compensation but they won't pay up, claiming they won't pay for damaged screen or monitors. The whole laptop is useless though, is there anyway I can appeal?

Cheers

 

[wellquickwoody]

You purchased this item via internet/mail order I assume, if so then as long as you have not had it in your possession for longer than the 'cooling off' period the retailer is legally obliged to replace or refund.

If you purchased the item in person and then arranged to have it sent yourself then I hope you used the appropriate service available from Royal Mail? (I have an inkling they do not cover items over £250).

 

[Arkwright]

I presume it must be covered by the sellers insurance. Royal Mail do offer compensation, standard is only £20, however the sender may have sent it on a Special Delivery which is compensated with a minimum of £500 and a maximum of £2,500.

Normally items of this value are sent by Parcelforce and not Royal Mail.

I've attached a link however I think the claim can only be made via the sender. Hope you get it sorted.

http://www.royalmail.com/help-and-support/Royal-Mails-retail-compensation-policy-for-loss

 

[LadySeagull]

This isn't your loss, it's the seller's problem and your card provider's problem.

You can reject it by telling the seller that it was damaged in transit before it reached you. It's for them to sort out. You have 14 days cooling off period to withdraw from a contract these days (from the day the goods arrived I think, and this right can be extended up to 12 months under certain circs) because the old Distance Selling Regs were updated & replaced in June 2014:

http://www.walkermorris.co.uk/changes-distance-selling-rules

Also if the seller is difficult you can use Section 75 of the CCA if you paid by credit card, as has already been mentioned (and you can choose to insist the credit card takes the rap and deals with the seller). So you get your money back from the credit card and can leave the fight up to them, the card provider's headache, not yours:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

If you paid by VISA Debit or Mastercard, if you are persistent and assertive with the card provider, you can use 'chargeback' which is mentioned at the bottom of this article:

http://www.money.co.uk/article/1003...t-act-protects-your-credit-card-purchases.htm

HTH

 

[Hampster Gull]

This isn't your loss, it's the seller's problem and your card provider's problem.

You can reject it by telling the seller that it was damaged in transit before it reached you. It's for them to sort out. You have 14 days cooling off period to withdraw from a contract these days (from the day the goods arrived I think, and this right can be extended up to 12 months under certain circs) because the old Distance Selling Regs were updated & replaced in June 2014:

http://www.walkermorris.co.uk/changes-distance-selling-rules

Also if the seller is difficult you can use Section 75 of the CCA if you paid by credit card, as has already been mentioned (and you can choose to insist the credit card takes the rap and deals with the seller). So you get your money back from the credit card and can leave the fight up to them, the card provider's headache, not yours:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

If you paid by VISA Debit or Mastercard, if you are persistent and assertive with the card provider, you can use 'chargeback' which is mentioned at the bottom of this article:

http://www.money.co.uk/article/1003...t-act-protects-your-credit-card-purchases.htm

HTH

I hope you are charging him!

 

[LadySeagull]

Nah, not this time!

 

[wehatepalace]

Wouldn't happen in Germany.

 

[mistahclarke]

All of the above, it's the seller's responsibility to deliver it to you in one piece, at what point you sign to accept it in good condition, but in most cases have 10 days to return it under the long distance selling act.

Where was this purchased and how was it paid, are the big questions. Seems odd it was posted. If it was cash and from a mate or Ebay, you are limited.

If not, as others have said, disputing it under your credit card is the easiest option. No-one likes to lose money, so the seller might not be so accommodating so make sure you raise it to your credit card company within 90 days maximum and keep all record of correspondence.

I work for a credit card company and happy to respond to a PM if you want to give details.

 

[GingerBeerMan]

Thanks for all the replies guys, it's very much appreciated. Seems some of you have taken the time to research this like I have. Unfortunately I left out a key piece of information in my first post - the sender was a friend of mine, not a company! This means no CC chargebacks or replacements to be sent, as it was all privately done.
As for the boxing, it was pretty shoddy if I'm honest (a cardboard box, bubble wrap inside) but even so it's obviously been quite badly crushed.

I'm going to keep fighting, sending emails, ringing etc and see if they can give me £200, as that seems to be their maximum payout for damages. Once again, thanks for taking the time to give me advice. NSC to the rescue once again

 

[GingerBeerMan]

I presume it must be covered by the sellers insurance. Royal Mail do offer compensation, standard is only £20, however the sender may have sent it on a Special Delivery which is compensated with a minimum of £500 and a maximum of £2,500.

Normally items of this value are sent by Parcelforce and not Royal Mail.

I've attached a link however I think the claim can only be made via the sender. Hope you get it sorted.

http://www.royalmail.com/help-and-support/Royal-Mails-retail-compensation-policy-for-loss

This isn't your loss, it's the seller's problem and your card provider's problem.

You can reject it by telling the seller that it was damaged in transit before it reached you. It's for them to sort out. You have 14 days cooling off period to withdraw from a contract these days (from the day the goods arrived I think, and this right can be extended up to 12 months under certain circs) because the old Distance Selling Regs were updated & replaced in June 2014:

http://www.walkermorris.co.uk/changes-distance-selling-rules

Also if the seller is difficult you can use Section 75 of the CCA if you paid by credit card, as has already been mentioned (and you can choose to insist the credit card takes the rap and deals with the seller). So you get your money back from the credit card and can leave the fight up to them, the card provider's headache, not yours:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

If you paid by VISA Debit or Mastercard, if you are persistent and assertive with the card provider, you can use 'chargeback' which is mentioned at the bottom of this article:

http://www.money.co.uk/article/1003...t-act-protects-your-credit-card-purchases.htm

HTH

Thanks for the replies, especially LadySeagull, you've obviously taken a lot of time to put this together. Unfortunately (as posted above) it wasn't directly from the company so it's not much use. Sorry for not including that in the first post, it seems quite an important thing to add now I've seen all the replies!