Royal Mail

[Rob]

I have spoken to a royal mail help line. The lady was quite helpful and stated that the jiffy bag should not have been delivered in the state it was, they have a procedure where they put damged parcels into a bag and have a special delivery to speak to the customer where possible. They will also interview the postman who delivered the mail.

Thats the good part. The bad part is they will not contact me again and will not share with me the results of any investigations. They will only deal with the despatching company and I must now direct all my enquiries to them aswell. I presume Pendraken shut on a Monday because they have not answered any emails or phone calls today.

Perhaps tomorrow.

[mollinary]

Probably recovering from a two day weekend at Warfare in Reading. i am sure they will get back to you tomorrow.

Mollinary

[Rob]

I had a small jiffy bag arrive today from Pendraken! That was confusing, it was date-stamped 13/11/14 the same as the earlier opened jiffy bag and letter.

Inside were 10 lovely, lovely Centurions and 29 sets of side plates. Ah ha! The order was sent in 2 parts.

A little later Leon rang, and was his usual helpful self and basically solved all of my problems making them his problems and taking over the chasing and claiming from royal mail and replacing the lost items. I took the opportunity to add a few more items and thinking about it I should get some T55s as there is now another delivery to come. If you read this Leon I will ring Sat morning to add some more to the order.

What fine service, what a great company, may they go from strength to strength.

Cheers, Rob

[fsn]

Huzzah! A lovely story involving Centurions and Pendraken doing good. I think I'm going to ... 

[Bodvoc]

I love a happy ending.

Well done and big thumbs up to Leon and all at Pendraken.

[Leon]

Thanks for the comments, and apologies for the hassle with this package.  I'll be contacting Royal Mail to try and find out what's happened and what they're going to do about the missing tanks.  I can probably count on one hand the number of broken-open packages we've had in 22 years, so I'm confident it wasn't our packaging.  We'll be sending the replacements by courier anyway, just to avoid any possible repeat of this.

I took the opportunity to add a few more items and thinking about it I should get some T55s as there is now another delivery to come. If you read this Leon I will ring Sat morning to add some more to the order.

No worries, Dave will be about on the morning so he can jot down anything you need.  I'll be about later in the day probably, got a pile of work to get done before our show next weekend!

[John Cook]

Hi Rob,

Once you have as the 'evidence' go to http://www.royalmail.com/personal/help-and-support/royal-mails-claims-process-for-loss-damage-and-delay.

This gives the details of how to claim compensation. This is the Citizens Advice site's page for advice on mail issues


http://www.adviceguide.org.uk/nireland/consumer_ni/consumer_post_e/consumer_problems_with_post_e/consumer_problems_with_lost_damaged_or_delayed_mail_e/your_mail_was_lost_or_hasnt_turned_up.htm

If the parcel required a signature you should be able to track its movements via something called 'tracker' if my memory serves.  You may also be cheered to know that Royal Mail parcels division is losing money as well as parcels.

Good luck,  John   

[Leon]

I've been in contact with Royal Mail about this, so we're just collecting the required evidence for the claim.  I'm not sure how much joy we're going to have with it as they will only compensate us for the 'production value' of the goods, which is going to be quite hard to quantify.  Also, there's no proof of postage as we use a franking machine, so that might be another stumbling block.

[Rob]

Sorry not to reply earlier John. I count myself lucky in this situation that I have been rescued by Dave and Leon who have taken over all of the problems I had with the uncaring slippery shouldered Royal Mail  . The difference between two companies in their treatment of customers and dedication to do a good job could not be starker.

Long live Pendraken. 

[Lord Kermit of Birkenhead]

I suspect you wont get more than about £30. It also takes for ever to get it.

IanS

[Techno]

The only time I've had compensation from the Royal Mail....(Failure to deliver a special delivery package by the guaranteed time next day.).....They delivered the cheque to the wrong address.
True.
Cheers - Phil

But from the number of items that go through RM every day....They're never going to have a 100% success rate.