My Ipod has been lost in the post, where do I stand ?

AtreuS · 4 Jun 2006 at 14:45

VIRII said:
They will argue that it is not their fault that it was lost in the post. They will argue that he needs to take it up with Royal mail. They will also probably have something in the small print about insurance through the post being his responsibility.

He need to check out their small print then. However as stated before THEY paid for the stamps not him.... id be very interested to hear what trading standards have to say about this situation. If a customer follows the company RMA procedure to the letter then how can it be his problem?
From a trading standards point of view i bet they would be very interested as to just how may other items have "been lost inthe post" to this company. Seems to me like a good system to never replace any goods!... "hmmm its been lost in the post. sorry not our problem". Sounds like a very good system to have a 1man returns department. For the price of 1 wage and a shed load of stamps they NEVER have to replace any items!

TBH i suspect that if the OP reads the full terms and conditions i bet the packaging they sent is wrong... sounds very very odd to me that they would use non recorded post. ( i used to work in returns and we always used recorded for this very reason).

dirtydog · 4 Jun 2006 at 14:49

qwerty said:
Who said I'd never 'heard of it' before?

I just don't like it. It's the type of phrase used by people who think they can speak English but can't.

Erm no it's a very common and normal phrase used by lots of people, some of whom can in fact speak English very well

|Ric| · 4 Jun 2006 at 15:00

Many companies now use royal mail for returns, they give you the stickers to put on the packaging (I am thinking M&S and boots).
All you do there is ask for the certificate of posting (which you did). This is slightly different as this wasnt the royal mail retursn service but to the customer it is the same idea. You should fight this tooth and nail.
You returned it how you were meant to do and got the certificate to prove it.

I would suggest you continue to call the company keeping a cool head and if that gets no where threaten that you are calling trading standards. The advice trading standards always give is warn the company that you are telling trading standards because that may well kick them into line.
Running off straight to trading standards will probably not achieve anything quickly and your best bet is just to let the company you are taking it seriously and dont give up.

VIRII · 4 Jun 2006 at 15:29

Best of luck and as some of you know I am all for taking on companies who seek to rip people off.
However in this case I think you're likely to be stuffed because I'll be gobsmacked if there is nothing in the terms and conditions somewhere that says you're responsible for insurance costs and they are responsible for carriage costs.

I'd go through household insurance personally, I had my spanking new Ipod in 24 hours. (delivered by signed for courier).

Behemoth · 4 Jun 2006 at 17:58

|Ric| said:
Many companies now use royal mail for returns, they give you the stickers to put on the packaging (I am thinking M&S and boots).
All you do there is ask for the certificate of posting (which you did). This is slightly different as this wasnt the royal mail retursn service but to the customer it is the same idea. You should fight this tooth and nail.
You returned it how you were meant to do and got the certificate to prove it.

I would suggest you continue to call the company keeping a cool head and if that gets no where threaten that you are calling trading standards. The advice trading standards always give is warn the company that you are telling trading standards because that may well kick them into line.
Running off straight to trading standards will probably not achieve anything quickly and your best bet is just to let the company you are taking it seriously and dont give up.

I shall do so indeed, am just a bit narked to be honest. I've paid for service and I'm not getting what I've paid for.

I told one of the guys at work and he said it was the company that is repairing the ipod is responsible as they sent me the packaging and paid for the postage so therefore if it's gotten lost in the post then it's there problem and not mine.

When I was booking it in for repair I was told by the customer services guy on the phone that sometimes these things went missing which is why it would be collected by DHL or whoever they use.

I intend to fight this all the way, and I won't rest until I get a new Ipod out of it, well an mp3 player of similar specification anyway.

Caged · 4 Jun 2006 at 18:11

Can you name the company? Is it an extended warranty from one of the DSG companies, with their 'MasterCare' thing?

malfunkshun · 4 Jun 2006 at 18:16

you have a certificate of posting? issued by the post office when you sent it? (or so it seems from your OP). In which case fax it to them. I had a similar thing with O2, where they provide packaging (plastic envelope) for returns and insist on a Cert of postage, phone went missing and O2 had no problem with it. That said they may not have been legally obliged to accept that and could have just been decent customer service.

Behemoth · 4 Jun 2006 at 18:41

Caged said:
Can you name the company? Is it an extended warranty from one of the DSG companies, with their 'MasterCare' thing?

You got it, Coverplan if you must know.

Like I say I work for one of the retail stores and it just makes me think now, being on both sides of the fence, working for them and as a customer.

Cueball · 4 Jun 2006 at 19:58

Do a "pocket transaction" from the shop shelves.

Behemoth · 4 Jun 2006 at 20:06

Cueball said:
Do a "pocket transaction" from the shop shelves.

Nah, don't really wanna lose my job thanks, not worth it over an Ipod.

Pez · 4 Jun 2006 at 20:17

Surely if its under warrenty, the place of purchase are the people that should be dealing with the repair?

Your contract is with them, not Apple?

Behemoth · 4 Jun 2006 at 20:22

Pezboy said:
Surely if its under warrenty, the place of purchase are the people that should be dealing with the repair?

Your contract is with them, not Apple?

Well it's out of warranty, well the first 12 months anyway. It's now in it's 2 years cover which I paid for. Wish I hadn't now and just dropped the stupid thing and have Dad make a claim for it onthe house hold insurance.

Caged · 4 Jun 2006 at 21:19

Can't you go internally with this one? Speak to your manager, get some phone numbers etc?

Behemoth · 4 Jun 2006 at 22:42

Caged said:
Can't you go internally with this one? Speak to your manager, get some phone numbers etc?

My manager is a complete and utter idiot and won't do anything about it. He says I have to follow procedure like any other customer

Behemoth · 7 Jun 2006 at 19:54

Just a quick update really bt I phoned Cover Plan today, who took the matter quites seriously, well I was firm with them. They asked if I had a certificate of posting, which I did, I was aked to fax it up with all my details. had a phone call this afternoon to say they had recieved the fax I sent and they would chase the repair people, if it is lost in the post I think I shall be getting a new Ipod.

Behemoth · 16 Jun 2006 at 10:42

Right here's another update, after a good while spent on the phone it appears that the company who sent me the packaging to send it to them to repair it aren't bothered. All they are saying is it's not their reposnibility that it got lost in the post and that I must go and claim at the post office to sort it out. They also said that there was small print on the document they sent me saying it was down to me to insure the postage, when I pointed out the document I had said nothing of the sort on it, that caused some confusion. Then they back tracked and said oh no your right it didn't because I faxed it all upto them.

I asked the person I was talking to from coverPlan because I was without a poriduct and she said "Because we didn't get to repair it, it got lost in the post, we don't have to replace it for you"

As you can imagine at this time I am spitting feathers, so I think on Saturday it's going to be a nicely worded letter to trading standards. There is no way I am going to send £179 worth of kit down the river.

Although I do think I may end up having to just swallow it anyway.

Burnsy2023 · 16 Jun 2006 at 10:44

I'd goto court over it. They were clear negligent which caused you to be out of pocket. And claiming isn't as much hassle as you think, you can even do it online and all it costs is £30.

Burnsy

Behemoth · 16 Jun 2006 at 10:51

burnsy2023 said:
I'd goto court over it. They were clear negligent which caused you to be out of pocket. And claiming isn't as much hassle as you think, you can even do it online and all it costs is £30.

Burnsy

have you got a link ??

Cybermyk · 16 Jun 2006 at 11:03

Moneyclaim ?

VIRII · 16 Jun 2006 at 11:43

Behemoth said:
As you can imagine at this time I am spitting feathers, so I think on Saturday it's going to be a nicely worded letter to trading standards. There is no way I am going to send £179 worth of kit down the river.

If ti was me I'd go via household insurance for lost items.