Royal Mails accountability is shocking

[C2019]

Royal Mail are now point blank refusing to refund or reimburse customers for parcels that they have lost or are delayed due to the hack and have no idea of their whereabouts. 4 parcels that were posted internationally from me in December which haven’t even reached HWDC have been completely lost and Royal Mail have told me that” because of strikes and their systems being hacked they have no accountability for such losses and will not be refunding” which as far as I’m aware is a clear breach of their own terms and conditions.
There also appear to be a lot of customers on Reddit and social media who have also had thousands of pounds worth of mail go missing who are now seeking to collectively sue Royal Mail.

The reason they have been hacked is because they are using outdated operating systems like Windows 10 and have practically zero protection, whereas if it was funded and maintained correctly and regularly upgraded this issue would never have happened. Now they are rebuilding the entire infrastructure and will be using that and abandoning the old one as the hackers still have full control of it, but this is a process that will take 2-3 months. Don’t let anyone fool you thinking that international parcels are moving through the network, they aren’t.

It’s sad to see such a great postal company now rank lower than Evri or Yodel

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[Nildesperandum]

It's awful, like a bad dream, our national postal service has gone belly up and they speak as if none of it is their fault, why are we all making such a fuss!

[Business15]

If your parcel is not lost i guess it does not warrant compensation, even EVRI does not offer compensation for delays.

[C2019]

I went through their complaints procedure for 3 parcels posted November 29th, they got back to me saying that because of strike action they wouldn’t refund lost parcels and now because of the cyber attack they were also not refunding.

[fb1969]

The attitude that RM have had towards their staff for a long time is now being shown to their customers as well. Once they have your money, they do not care.

[SpacePhoenix]

The reason they have been hacked is because they are using outdated operating systems like Windows 10

Windows 10 isn't outdated, think its (or at least was) Windows 7 that they were using

[PeterR]

How does strike action cause parcels to become lost? Delayed I understand. Lost is a different matter. And I don't see how Royal Mail can disclaim responsibility. They could ask you to wait longer to make sure it really was lost - that would be reasonable in a strike situation.

Prior to the strikes it would not be a great exaggeration to say that Royal Mail NEVER lost any of my parcels (and I've sent many thousands). But it appears two of mine were lost a month or so apart during the strikes. Both were tracked internally at the Mail Centre (Cardiff, Glasgow) before the Delivery Office (Tonypandy, Largs) from which they should have been delivered. They never got tracked at the final delivery office, but since I don't know how Royal Mail's internal tracking works, maybe they would not have been anyway.

[TrueBlueTerrier]

How does strike action cause parcels to become lost? Delayed I understand. Lost is a different matter. And I don't see how Royal Mail can disclaim responsibility. They could ask you to wait longer to make sure it really was lost - that would be reasonable in a strike situation.

Prior to the strikes it would not be a great exaggeration to say that Royal Mail NEVER lost any of my parcels (and I've sent many thousands). But it appears two of mine were lost a month or so apart during the strikes. Both were tracked internally at the Mail Centre (Cardiff, Glasgow) before the Delivery Office (Tonypandy, Largs) from which they should have been delivered. They never got tracked at the final delivery office, but since I don't know how Royal Mail's internal tracking works, maybe they would not have been anyway.

At the DO they should have received a "Ready for delivery scan" and a "Delivery scan" if it goes correctly. This is changing soon though.

[Business15]

At the DO they should have received a "Ready for delivery scan" and a "Delivery scan" if it goes correctly. This is changing soon though.

What is it changing too?

[TrueBlueTerrier]

They will still have a ready for delivery scan but they have added another step and changed when the RD scan takes place.

Apparently, the idea behind the change is to make the estimated delivery window more accurate.