RM Screw up cost us money!

[R1stu]

I AM MEGA P!$$ED off with RM.

My wife left her phone on the floor on her handback about 2 weeks after getting it. The dog left a nice present all over her bag and phone and of course water damaged the phone stopped working.

We sent the phone away as we had insurance on the unit (HTC DEsire HD) and waited. after 3 weeks we had recieved no phone back. We called up the insurers to be told that the phone had been sent to wolverhampton (We live in southmapton) and we would get it back by the 15th April.

We waited in all day for the next two days and recieved nothing. WE rang up again monday to be told they cant see anything on the system and to leave it a bit longer.

We phoned up today to be told that the phone had be sent and was delivered on the 14th April Special delivery and was signed for by us.

I told them this was not the case and we were not havng any of it. the said nothing they can do and have to take it up with RM!

WEll they gave us the tracking information and it has been signed for by some1 called "P Ruggden" now our name is Keith so it looks as if the phone has been stolen.

I can Imagine it now that RM will say its been delivered so we will get f all back from them. and we still have 22 months left of a 24m contract

[LaurenceGough]

What!!! Surely they should only deliver to your name, it is up to them to check who they are delivering to.

I would check with everyone down your road if possible, a pain I know but have had the same happen to me.

If you still can't find it royal mail has to cough up to the repair place and then that will go to you...

[Gav]

Go to the depot or phone up customer support and get to see / talk to a manager to talk it through - make sure you know what you're going to say with all the details without getting too agressive (difficult - but keep cool :) ). Don't let them get away with it as they're clearly at fault mate. Keep a record of that tracking info too. Good luck with it

[R1stu]

Turns out it be redeliveded to the address in wolverhampton. the repair company said they cant do anything has the person has not sent the phone back this time. They passed me back to the insurance company and they said they cant do much has they didint send the item. So I am being passed from one buck to another.

[Mark_T]

Stay with the insurance company, the repairers are the agent of the insurer and your agreement is with the insurer not their designated agent.

I assume the insurers told you where to send the phone for repair?

If so then it is the responsibility of the insurer to get your phone back to you or to replace the phone or to fully compensate you for the loss.

[R1stu]

[QUOTE=Mark_T;646736]Stay with the insurance company, the repairers are the agent of the insurer and your agreement is with the insurer not their designated agent.

I assume the insurers told you where to send the phone for repair?

If so then it is the responsibility of the insurer to get your phone back to you or to replace the phone or to fully compensate you for the loss.[/QUOTE]

It was sent to them fine. ITs the replacment phone they sent us that has gone missing! It was returned to them the 1st time it was sent to wolverhampton, the second time they posted it, they once again sent to wolverhampton.
This time the person did not send the phone back to them.

[Rob O]

Hi Stu
Can they not give you an address where this P.Ruddgen lives who signed for it as they have technically stolen it from you mate . Hope you get it sorted as the replacement costs are crazy , another story of an insurance co happy enough to take your money , but not so keen to pay up when you are clearly owed a new phone who ever has lost it . Rob .

[Mark_T]

[QUOTE=R1stu;646762]It was sent to them fine. ITs the replacment phone they sent us that has gone missing! It was returned to them the 1st time it was sent to wolverhampton, the second time they posted it, they once again sent to wolverhampton.
This time the person did not send the phone back to them.[/QUOTE]

Yes, I understand all of that, what I am saying to you is that chasing the repair company, even though they are probably responsible for the mistakes, is not the best way to proceed.

To the repair company you are not even a customer, they will answer to the insurance company.

Chase your insurer and make it very clear to them that you expect them to sort out whatever mess the repair company have caused in sending the phone to the wrong address twice now.

As for "P Ruggden", it sounds like they have twice had unsolicited goods delivered to them, the first time they returned them and the 2nd time they have not. If I was them I think my patience would have worn out as well and I'd have called the repair company and told them to arrange collection of the goods as is your right when unsolicited goods are sent to you.

[R1stu]

well im trying to get the address details of where t has been sent too. I will then either take a visit there, or report to the poilce. The repair agent as told me they cant fix it, so need to speak to the insurance company. the insurance company have told me that they cant do anything as it as been sent A RECIEVED by US! And we need to contact the repair agents.

I expect to hear from them tomorrow and see what happens. the repair agent is in peterbourgh so maybe a trip there! Also the insurance as told us that they dont cover lose of credit or minutes so wont refund any of the last 2 months bills that we have paid without a phone. (even though the IC caused the lose of minutes)

[Mark_T]

[QUOTE=R1stu;646785]well im trying to get the address details of where t has been sent too. I will then either take a visit there, or report to the poilce. [/QUOTE]

I seriously do not advise either of those routes as if a stranger turned up on my doorstep demanding a mobile that had been sent to me twice in error I'd probably be the one calling the police :)

Remember, the recipient of unsolicited merchandise has committed no crime in receiving it.

Now if you can get the people who sent it there to contact the person they sent it to in error and have them agree to hand it over to you then that changes things, but I don't see that happening unfortunately.

[R1stu]

What is the point of having a trackable servce if no one can tell me where it was delivered to? I have contacted RM and the sorting office of the area, and all then can tell me is, that it was delivered, but they dont know where too.

[nightstalker]

Can you request that the driver who posted the item call you to confirm who and where it was posted ??
We had same problem with an item we ordered was posted and signed for and when i called the delivery company they said it was posted to number 3 ******* close, i asked for the driver to contact me and he called 3 hours later and described the address and we worked it out that he did post it to a number 3 but not the same street, so popped around there and got my item

[Phils]

[QUOTE=R1stu;647162]What is the point of having a trackable servce if no one can tell me where it was delivered to? I have contacted RM and the sorting office of the area, and all then can tell me is, that it was delivered, but they dont know where too.[/QUOTE]

They do know where its gone but they wont tell you

have you tried contacting consumer direct (Trading Standards)? you will be surprised what they can sort out

[Mark_T]

I can only imagine how frustrating this must be, but I still think that trying to sort it out via the Royal Mail is doomed to failure as they should not under any circumstances divulge the address details to you.

From their perspective you are neither the sender nor the addressee on the package so as a 3rd party you are not entitled to any information about it even if it does contain your property.

You can try dealing with the repair company, but I still suggest working through the insurer and escalate the problem there as you are most likely to get a result that way.

[barney]

The contract is between the sender and RM..therefore the sender must contact RM to make any claim.

As pointed out RM are not allowed to give out any details.