Question


James

Product Lost but neither Repair Center or Post Office Takes Responsibility...?

Would be great to receive some help as I'm stuck between a wall (Samsung) and a hard place (Post Office). Recently a Samsung MP3 purchased 2 months ago broke down so had to contact Samsung to get it repaired. They instructed me to send it to their repair center using a free post address and obtain a proof of postage. Did as instructed however unfortunately the MP3 has gone lost and I received a call from Samsung saying they held no responsibility since it didn't arrive at the service center. They mentioned about how good their process was and said it was 100% lost from Royal Mail asking me to get compensation from them. Royal Mail is also in a position that they were under no obligation to compensate with just a proof of postage. I've argued plenty of times with Samsung on why they didn't provide options for recorded mail, how they could guarantee the item hasn't arrived etc. but their main point of arguments were... 1. All products are logged on arrival so none can go missing. 2. It's a standard procedure to instruct customers to send it via their free post address. 3. Recorded mail is optional for the customer though this was never pointed out in the instructions. I believe someone should have experienced something similar and took on these ignorant corporate bastards in a logical way. Please can someone advise some methods or solutions to deal with this? Thank you

4 months ago - 3 answers

Best Answer

Chosen by Asker

If you did not take out the insurance on the item - then the post office is not going to pay you for your item. You can't prove that the item reached Samsung. So they are not responsible. You have to prove they were negligent. The burden is on you - not them. All you can do is purchase a replacment and - in the future - if you have to mail it in for service, send it registered mail. That way you have proof it was received.

by MSAD

4 months ago

Asker's Rating: 

Other Answers

did u receive a receipt from Royal post after u give them the samsung MP3? if yes, the post should be responsible for that! it not, u could not complaine them! if your own fault because u have no proof that u give them the mp3!

by Diamond King- 4 months ago

you were instructed to send with proof of mail, which usually means certified mail. when the item is received, they have to sign for it, and you will get a green receipt showing the date received and who signed for it. it does not matter if a person who works in the mail room signs for it or the president of the company, it will show they received it. at that point, the post office can then see where it went since all certified mail have different numbers. if the post office can find that it was received at Samsung, you can argue they have it. but if you did not keep the receipt, you will be SOL, since you cant validate where it was mailed or who received it. the time frame from mailing and receiving the receipt could be up to 2 weeks. if you sent item without proof of mailing, then you have no recourse, since you nor the post office or samsung can verify what happened or where it is. we had a camera that needed repair and took to the store personally. we had the receipt showing they received it and they lost it. it took us about 6 months, but the store finally paid us for the camera since we had proof they received it and they lost it. good luck

by lucy- 4 months ago