Parcel Force won't pay compensation... but they dropped it!

Tobes

Tobes

Tobes

Soldato
Joined
27 Mar 2004
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6,696
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Devon
Howdy,

In February I wanted to buy a couple of Technics Turntables. I looked a long time on ebay trying to find the ones I wanted in the best condition. After a few emails with a seller and lots of pics that he took of any marks I was very happy and he agreed he would end the listing and I could buy them.

I was working a lot of hours so arranged to have them delivered at my grandparents house. However when I got there to pick them up they said that one of the parcels was dropped. The delivery man put one on a bench to go and grab the other one and it fell off the bench. My grandparents marked the parcel so I would know what one it was when I got them home and opened it.

Upon opening it there was some damage to the case. I know what's happened, the plug and cable have smashed against the case and taken quiet a bit of the coating off it. I emailed the guy and he was very helpful and filled out a compensation form. After a month they sent a inspector round to check out the packaging and the damage. I told her that he dropped one but didn't say what I think has caused the damage in case they blamed it on insufficient packaging.

After another month he has finally received a letter and it says:
The damage inspector has reviewed the packaging and goods sent and found that although there is damage to the packaging it does not correlate with the damage to the contents. I am sorry but due to this I cannot offer compensation on your claim
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I'm really angry. If they won't pay out when they drop a parcel I don't see what will make them pay out.

Anyway I have sent a complaint but because I bought the item outside ebay and don't expect the seller to take the damaged one back and give me half my money back or to pay for the damage.

However I don't know what to do. This is a £300 second hand deck in otherwise new condition and it's damaged.

What to do OcUK?
 
Do parcelforce have a complaints/appeals procedure? Do you have pictures of the condition of the area that is now damaged, prior to transit?
 
PMKeates said:
Do parcelforce have a complaints/appeals procedure? Do you have pictures of the condition of the area that is now damaged, prior to transit?
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They have a complaints section and I have sent a email. No appeal procedure though.

I don't have any pictures but maybe the guy does so I will email him.

The problem with small claims is I don't hold a contract with Parcel Force. The seller does. I don't think I can file a small claims and I don't think he will.
 
Tobes said:
I told her that he dropped one but didn't say what I think has caused the damage in case they blamed it on insufficient packaging.
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I'd imagine if you persued it further you would end up with them telling you there wasn't sufficient packaging. Obviously they shouldn't be going round dropping packages willy-nilly but they should be packed in a way that will allow for them to be moved around a bit - if the plug wasn't packed properly that could allow it to damage the unit then I suspect they won't be interested.
 
Ekim said:
I'd imagine if you persued it further you would end up with them telling you there wasn't sufficient packaging. Obviously they shouldn't be going round dropping packages willy-nilly but they should be packed in a way that will allow for them to be moved around a bit - if the plug wasn't packed properly that could allow it to damage the unit then I suspect they won't be interested.
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The thing is though the plug and cable were folded and tied but what else can you do with a plug? I can't say I would have wrapped it in bubble wrap.
 
Tobes said:
The problem with small claims is I don't hold a contract with Parcel Force. The seller does. I don't think I can file a small claims and I don't think he will.
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Isn't it the sellars responsibility to resolve it?

He should be refunding you and taking Parcel Force to court.
 
Ekim said:
I'd imagine if you persued it further you would end up with them telling you there wasn't sufficient packaging. Obviously they shouldn't be going round dropping packages willy-nilly but they should be packed in a way that will allow for them to be moved around a bit - if the plug wasn't packed properly that could allow it to damage the unit then I suspect they won't be interested.
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Sufficient packaging for moving a unit around is very different from sufficient packaging for knocking a record deck off a raised platform and having it freefall in to the floor!
 
Tobes said:
The thing is though the plug and cable were folded and tied but what else can you do with a plug? I can't say I would have wrapped it in bubble wrap.
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Neither would I to be honest - but I bet you the guys at Parcelforce would claim thats what should have been done.
 
In all honesty with things like that, you HAVE to pack it as though someone will drop kick it 50 yards down a warehouse floor and/or drop it from head height onto a concrete floor. I know exactly what you mean by the plug smashing the casing. I'd have to see how it was packed to form an opinion.
 
I also disagree about the plug. Whenevr I have sold an amp or electrical item with a plug, thats THE main thing you should protect or isolate from the main unit. I do feel for you though, got any pics of how it was packed?
 
Unless I spent a hour putting in the box I have no pics of how it was packed. Annoying I had to completely unpack it to see the damage.

I was packaged in the original boxes with Styrofoam blocks etc.

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This is the problem of buying online, delivery. We had a 32" Samsung TV delivered by Amtrak a few years ago. Despite being plastered with "FRAGILE: ELECTRONICS" printed both on the box and security tape all over it, it arrived with a boot print right where the middle of the screen would be. Luckily there was no damage to the tv itself, but not for a lack of effort it would seem.
 
Bad packaging and not their fault. Op has admitted this by saying plug had struck case...if it was well packaged there is no way this could happen

For a 2nd hand low value item that's barely any damage

Ps never write fragile on a box
 
If the item was suitably packed the plug could not have damaged the deck.

What sort of compensation were you expecting in the event of a successful claim?
 
Lopéz said:
If the item was suitably packed the plug could not have damaged the deck.

What sort of compensation were you expecting in the event of a successful claim?
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The deck itself was wrapped in the original plastic wrapping. Obviously this was ripped where the plug/cable rubbed into it.

Just repair costs. I haven't got in touch with a service dealer though so no idea how much that would cost.

I also want to point out that I haven't used this deck yet. Turntables are fragile things and it's not just the cosmetic damage. They dropped it.
 
If it was dropped when delivered you should have refused delivery, opening it and then claiming any damage is leaving yourself vulnerable to any claims you were to blame
 
JC said:
If it was dropped when delivered you should have refused delivery, opening it and then claiming any damage is leaving yourself vulnerable to any claims you were to blame
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Yeah it's what I would have done. However it wasn't me that accepted the delivery. Not that I'm trying to make exceptions. Just that what's happened has happened.
 
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