Parcel Monkey Say Out of Time For Claim Tough!!??

[scouse12345]

Morning..

 

Story so far..

 

Booked a collection from PM, City link collected and showed as delivered on tracking (no signature machine broke)

 

Customer informs me "where's me package"

 

Contact Pm, they send claim form and ask for loads of info from customer

 

Customer finally gets back too me with info.

 

Try too complete claim form an Pm say "Tough, took longer than the 7 days we allow"

 

Fuming i contact city link, they perform search and agree that tracking machine shows as broke, they can't contact the driver as he got the hump with them about another issue and left. City link now say search complete and package lost, but i have too claim through PM, who say, " Tough, claim over the 7 days limit"

 

Service cost £18 and took insurance for the £50 out.

 

 

So... where do i stand, and who do i start harrassing for some closure on this...?>

 

 

thanks people..

 

scouse.

[BankFodder]

If they have breached their contract then you have 6 years from the date of the breach to make your claim. Any term of a contract which seeks to oust your statutory rights is void.

[scouse12345]

Thanks for reply,

 

It's in their t&c's about the 7 day claim limit.

 

Was kind of hoping for who too complain too, on what grounds etc...?>

 

Cheers

 

scouse

[BankFodder]

PM won't be interested in any complaint from you - until they receive the court papers.

 

Send them a 14 day LBA. Tell them what you want - which is your item back - or it's value, any associated expenses - such as ebay fees or packing fees, the cost of the delivery and the cost of the insurance - plus a modest sum in compensation.

 

Don't get involved in some tiresome exchange. Just sue and enjoy it.

[scouse12345]

Thank you.

 

Shall keep thread updated..

 

scouse.

[scouse12345]

Copy of transcript from Pm (apologies for length of post, it reads from the bottom up.

 

Good Afternoon,

 

It would not matter if we would have contacted City-Link on the phone or email. When we sent you the claim form, you simply had to complete and submit the form back within the requested timescale.

 

Regards,

 

Alexandra Friday 22nd March 2013 at 13:44

.

You

Your quite correct, but a simple phone call from yourselves would confirm City link have deemed package lost, which you appear to refuse too sort, i have spend considerable time, effort and man hours sorting out a problem you as a company are legally contracted too fulfill, you haven't, and refuse too do so, for the sake of a phone call.

 

Thanks for the non co-operation, all transcripts shall be included in the online claim.

 

Steve. Friday 22nd March 2013 at 10:53

 

 

.

Claims Team

Good Morning,

 

The person you have spoken could be working from a customer service desk and is therefore unaware of the policy how a shipment is dealt when it comes to claim.

 

Kind Regards,

 

Alexandra Friday 22nd March 2013 at 10:44

 

 

.

You

Well your carrier, is saying something completely different, they have told me they will honour the claim if you had made it, which you refused, and leave me no course of action other than small claims, which will include the cost of replacement, and all associated costs.

 

Thanks for the address

 

Steve. Friday 22nd March 2013 at 10:24

 

 

.

Claims Team

Good Morning,

 

Our carrier required the claim form to be submitted within the 7 days notice as well thus we rejected your claim.

 

Please find below the details you require to proceed this matter legally.

 

Parcel Monkey LTD

International House

Southampton International Business Park

George Curl Way

Southampton

Hampshire

SO18 2RZ

 

Yours sincerely,

 

Alexandra Friday 22nd March 2013 at 10:17

 

 

.

You

Address please....?>

 

Steve. Friday 22nd March 2013 at 9:10

 

 

.

You

Thank you Alexandra.

 

I have contacted City Link direct, who now advise me that they have concluded there investigation, the driver no longer works for them, and the package is lost. They advise me that should you contact them the claim would be sorted, as your refuse too do this, i now want your contact address too issue a Letter Before Action.

 

Regards

 

Steve. Thursday 21st March 2013 at 10:31

 

 

 

Claims Team

Dear Steve,

 

The claim form should have submitted at the time we sent it to you and you are welcome to seek further avenues against our decision.

 

Yours sincerely,

 

Alexandra Thursday 14th March 2013 at 10:51

 

 

 

You

Thanks for the pronpt reply Alexandra,

 

I,m afraid i shall enquire where we stand with that legally, you can't just expect me too write off £60 for an item that has not been delivered too a customer.

 

Steve. Thursday 14th March 2013 at 10:15

 

 

Claims Team

Good Morning,

 

Thank you for your email.

 

Unfortunately, it is now too late to proceed with a claim on your behalf as the claim form was not completed within the 7 days notice.

 

Please accept our apologies for any inconvenience this may cause you.

 

Kind Regards,

 

Alexandra Thursday 14th March 2013 at 9:15

 

 

You

Customer has only just got back to me with contact details... what now...?>

 

Steve. Thursday 14th March 2013 at 6:39

 

 

Claims Team

Good Morning,

 

Our driver confirmed that the package was delivered to the correct address however, since your customer stated that the item was not delivered, therefore a case as a dispute delivery was raised.

 

In order for us to investigate this matter further, therefore we require the completing of the claim form.

 

Kind Regards,

 

Cruz Tuesday 5th March 2013 at 9:53

 

 

You

Ok, got that..

 

Are you now declaring this item as "lost"... why does the driver not know where he delivered it....>?>

 

Steve. Tuesday 5th March 2013 at 7:33

 

 

Claims Team

Good Afternoon,

 

Since your recipient has raised a dispute against the delivery, therefore the option should be 'I have not received this item but it has been marked as delivered'.

 

Please ask your customer to assist you on the questions.

 

Kind Regards,

 

Cruz Monday 4th March 2013 at 12:02

 

 

You

?????? Monday 4th March 2013 at 11:46

 

 

You

Question 1 does not relate too me in any way whatsoever, as i am the SENDER advise>

 

Steve. Monday 4th March 2013 at 10:50

 

 

Claims Team

Good Morning,

 

Thank you for your email.

 

Since you are the account holder, therefore the form must be completed and submitted by you.

 

Kind Regards,

 

Cruz Monday 4th March 2013 at 10:42

 

 

You

Why are you sending me this...?> i'm the sender Monday 4th March 2013 at 10:39

 

 

Claims Team

Dear Sir/Madam,

 

I'm very sorry to hear that there is a problem with your item PM1728931.

 

I'd like to ensure you that instances such as this are rare and we will do everything we can to help resolve the problem. In order for us to launch an investigation could you please click the link below to complete a claim form (you must complete this form within 7 days):

 

 

Kind regards,

Cruz Monday 4th March 2013 at 10:31

 

 

.

Connie

Dear Steve,

 

Our sincere apologies.

 

We have not received update yet from courier on where your parcel was delivered.

 

We have made enquiries again with them and awaiting update from them.

 

Kind regards,

Connie Monday 4th March 2013 at 8:51

 

 

.

You

Hi Connie,

 

Need an answer on this asap, Customer is pushing for a full refund, and we can't hold that off much longer

 

Steve. Monday 4th March 2013 at 8:36

 

 

.

Connie

Dear Steve,

 

We have advised courier again that recipient has not received the parcel.

 

We have also asked to them asked the driver on where he delivered the parcel.

 

Kind regards,

Connie Friday 1st March 2013 at 9:44

 

 

.

You

Hi Connie,

 

I told you that in my first email.

 

Customer is saying "They Didn't" they have not got it, and the tracking shows no signature, the item is the size of a wheelie Bin, and i'm sure the driver would rememeber where he put it..?>

 

Steve. Friday 1st March 2013 at 9:17

 

 

.

Connie

Hello,

 

City Link has advised us that this is showing that it was delivered on the 15th February.

 

Kind regards,

Connie Friday 1st March 2013 at 9:04

 

 

.

Connie

Hello,

 

Our sincere apologies for the inconvenience this may have caused you.

 

We will make enquiries with courier on the status of your order.

 

We will get back to you as soon as we hear from them.

 

Kind regards,

Connie Friday 1st March 2013 at 7:08

 

 

.

You

PM_1207834_1728931

 

Customer has contacted as Non Delivery and questions City Link Having said they delivered..?>

[havinastella]

Why are you entering into meaningless dialouge with them

 

Do as BF suggested, send a letter before action to the registered address, give them 14 days and then sue them.

 

just because their T&C's say you have 7 days, they are meaningless if they are incorrect.

 

My terms say if you just read my advise, you owe me £100. Would you pay me?

[scouse12345]

Would i pay you....... now that would depend if you were female and well good looking...

 

Point taken, shall type up LBA here for approval or comments if that's ok...

 

 

Thanks

 

Scouse.

[havinastella]

Would i pay you....... now that would depend if you were female and well good looking...

 

Point taken, shall type up LBA here for approval or comments if that's ok...

 

 

Thanks

 

Scouse.

 

[TJT001]

 

Hi I havea similar issue with PM,,because I did not register a claim within 24 hrs of delivery, despite CITYLINK admitted damage. just wondered if you pursued this and if so how you are getting on?