• Notice regarding image hosts and attachments. See here.

Royal Mail Tracked Returns - Lost PS4

fergie128

fergie128

fergie128

Associate
Joined
25 Jun 2008
Posts
1,909
Location
Bonnie Scotland...and sometimes Denmark!
Hi all,

I sent back my PS4 for repair via the official Sony process. Dropped it off at the Post Office on 29th Dec and it was sent via Tracked Returns, got a tracking number as well. Until yesterday the tracking details still said it was with Royal Mail, but did not have any tracking movements since I dropped it off at the Post Office. Now today when I check the tracking number it says it does not exist.

Has anyone had any issues like this before? I am now assuming my PS4 is lost/stolen as I don't understand how the tracking number can just disappear and Sony have confirmed they have not received it for repair. Also, I can't find any information regarding compensation for Tracked Returns on the Post Office website. I really hope I get compensation to cover a new PS4, or I'll be pretty unhappy.

I'll be going to speak to the Post Office today, but any thoughts would be good!

Cheers!
 
If its Sony who arranged the track and return I'm guessing the post office may tell you they need to be the ones to sort it. I would send a copy of the receipt to Sony and say "Over to you. New PS4 or my old one fixed".

Wouldn't surprise me if they also tell you to phone the lovely 0845 number on the royal mail site as they'll have zero viability of the tracking info either. Its 08457 950 950 (two other numbers to try to avoid 0845: 020 7250 2888 and 01752 387112 based on say no to 0870).
 
I can see this becoming a problem.

Most manufacturers have a clause regarding this. I know when I sent something back they gave me a free returns label, but also said it was my responsibility and advised me to use special delivery or a better method of postage.

Really hope they sort something out for you, but playing devils advocate how can you prove you sent the ps4 back?

The whole postage system is in the dark ages. Your little receipt with a long number proves nothing really. It basically says you handed "something" over at said date and time.
 
I guess it's almost impossible to prove what I actually sent in the box.

I did consider sending it Special Delivery, however the Tracked Return showed as a Tracked 48 hour service, which I figured was good enough.

On a plus note, it is now showing up again in the Royal Mail tracking page, but still says it hasn't moved or had any updates since 12:46 on 29th December.
 
glen8 said:
I can see this becoming a problem.

Most manufacturers have a clause regarding this. I know when I sent something back they gave me a free returns label, but also said it was my responsibility and advised me to use special delivery or a better method of postage.

Really hope they sort something out for you, but playing devils advocate how can you prove you sent the ps4 back?

The whole postage system is in the dark ages. Your little receipt with a long number proves nothing really. It basically says you handed "something" over at said date and time.
Click to expand...

The receipt should also have a weight on it which should correspond roughly to the weight of a PS4 (plus packaging).

Whilst I agree, what's the alternative? Other than having the person in the PO film you packing the box and then uploading the video to somewhere with time/date tracking, then how do you prove what's in the box? Even that's not infallible, as you could be in cahoots with the PO assistant and after they've filmed it you take out the PS4 and put a brick in instead...
 
What does the tracking information show? Is the last scan at the post office or at the local mail centre?

If it's the former I would go to the post office you sent it from and quiz them. What could have happened is Parcelforce picked up the packet by mistake (as they collect from Post Offices) and it's been sat in their warehouse waiting to be returned in to the Royal Mail network.
 
Gilly said:
That service doesn't even appear on the list of compensation amounts.

Signed for is only up to £50. First Class only £20.
Click to expand...

You'd like to think as this is a business based returns service it'll be in the contract between Sony and Royal Mail..... Hence why its not advertised as they can be different rates. Surely Sony won't have the basic £50 on a device that costs way more than that....
 
The only thing on the tracking information is :

29/12/2015 - 12:46 - SENT AT POST OFFICE - 136 West Nile St G1 2RD

This is the time I handed it over at the counter, so apart from that it looks like nothing has happened at all.

Weight on the proof of postage is about 3.2kg, but as you say, could easily be a brick! :)

I'll be going to the post office today as it's just round the corner from my office.
 
Was the box you sent it in recognisable as a PS4?

Really what should be happening is Sony send out a courier to collect the item. I remember Microsoft would do this with UPS.
 
norm said:
Was the box you sent it in recognisable as a PS4?

Really what should be happening is Sony send out a courier to collect the item. I remember Microsoft would do this with UPS.
Click to expand...

Yeah, Sony did this with my PS2 and 3 via UPS.Probably Sony are getting tight.
 
Nah, no chance you could tell it was a PS4, I sent it in an old Amazon delivery box with just the label from Sony's repair partners (Cycleon) and my return address.
 
bottom line is you have proof you have posted it, after you handed it over it becomes royal mails responsibilty
 
Had something similar happen a couple of months ago. The tracking never updated past the first part like yours. The parcel did eventually arrive but about 2 weeks late. Don't give up just yet :)
 
If Sony paid with a pre-paid label I'd say it is Sony's problem to sort. They paid the Royal Mail and were aware of the limits on compensation before they started the return.
 
PooKer said:
You'd like to think as this is a business based returns service it'll be in the contract between Sony and Royal Mail..... Hence why its not advertised as they can be different rates. Surely Sony won't have the basic £50 on a device that costs way more than that....
Click to expand...

Yes, very much so. It would make sense it being a variable rate agreed between the vendor and RM.
 
Just to add a little light to this, I have been waiting for a monitor coming from sweden. The parcel was also stuck on the tracking page. When I called, they told me a lot of international parcels have been stuck at customs.

If you sent the ps4 to another country, it could just be held there. Mine was released this morning. Might be ok OP :D
 
Yep, I have the tracking number and the weight of the package on the receipt, along with where it was being sent to, it clearly says Cycleon and their postcode, based in England so it can't be stuck at Customs :)

By my calculations it will be officially lost on Friday 15th January, from then I can claim for it.
 
You must log in or register to reply here.
Back
Top Bottom