Is this Special Delivery a failure?

[simmo11]

Hi all

Before Christmas I posted a Special Delivery item from Manchester to a friend in Oxford. Posted for guaranteed delivery by 1pm on 13 December. On the day itself, my friend called me just after 1.30pm to say that the item had not arrived. They then had to go out to attend a meeting.

Later in the day, called Royal Mail who advised a card had been left just before 3pm on the day. Confirmed verbally whether this item had failed under the SD guarantee and the advisor said 'yes'. Advised to complete a P58 which I duly did.

Received a letter this morning refusing my request for a postage refund stating that "investigations into your enquiry have included checking all available service information and I can confirm that we attempted to deliver this item on 13 December 2011 (within the guaranteed delivery timescale)". Tracking the item at http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false; shows the following:

13/12/11 14:53 UNDELIVERED13/12/11 OXFORD PDO
13/12/11 06:38 ON DELIVERY OXFORD PDO

I still consider that this item failed and wish to pursue my refund. Is there anything I can't see that Royal Mail can to use against me in this claim?

I am pretty sure that the item failed and it is frustrating to me that Royal Mail seem to be giving me a hard time.

Thanks as ever for the advice!

[DGP1]

It seems a failure to me, don't accept their response and make sure you appeal/claim again.

[simmo11]

Many thanks for the clarification.

Letter on its way to Escalation Team as per advice in letter.

Thanks!

[shipmaster122]

After xmas, we made a bulk claim which included a few failures just like the one you have there.

You could appeal by saying that the recipient was at the address until 1pm or something, and it was their fault that delivery failed due to their late attempt.

[POSTMAN]

Many thanks for the clarification.

Letter on its way to Escalation Team as per advice in letter.

Thanks!

Just curious,what time did it say on the 'sorry you were out card',that would be good evidence.

[fishtank]

It's pretty clear in the T&C's.
The have to make a first attempt before 1pm.

http://www.royalmail.com/sites/default/ ... 0Dec10.pdf" onclick="window.open(this.href);return false;

[arnold cheshire]

Hi all

Before Christmas I posted a Special Delivery item from Manchester to a friend in Oxford. Posted for guaranteed delivery by 1pm on 13 December. On the day itself, my friend called me just after 1.30pm to say that the item had not arrived. They then had to go out to attend a meeting.

Later in the day, called Royal Mail who advised a card had been left just before 3pm on the day. Confirmed verbally whether this item had failed under the SD guarantee and the advisor said 'yes'. Advised to complete a P58 which I duly did.

Received a letter this morning refusing my request for a postage refund stating that "investigations into your enquiry have included checking all available service information and I can confirm that we attempted to deliver this item on 13 December 2011 (within the guaranteed delivery timescale)". Tracking the item at http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false; shows the following:

13/12/11 14:53 UNDELIVERED13/12/11 OXFORD PDO
13/12/11 06:38 ON DELIVERY OXFORD PDO

I still consider that this item failed and wish to pursue my refund. Is there anything I can't see that Royal Mail can to use against me in this claim?

I am pretty sure that the item failed and it is frustrating to me that Royal Mail seem to be giving me a hard time.

Thanks as ever for the advice!

if we deliver specials at 101pm were on the conduct code

[Lounge Lizard]

Hi all

Before Christmas I posted a Special Delivery item from Manchester to a friend in Oxford. Posted for guaranteed delivery by 1pm on 13 December. On the day itself, my friend called me just after 1.30pm to say that the item had not arrived. They then had to go out to attend a meeting.

Later in the day, called Royal Mail who advised a card had been left just before 3pm on the day. Confirmed verbally whether this item had failed under the SD guarantee and the advisor said 'yes'. Advised to complete a P58 which I duly did.

Received a letter this morning refusing my request for a postage refund stating that "investigations into your enquiry have included checking all available service information and I can confirm that we attempted to deliver this item on 13 December 2011 (within the guaranteed delivery timescale)". Tracking the item at http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false; shows the following:

13/12/11 14:53 UNDELIVERED13/12/11 OXFORD PDO
13/12/11 06:38 ON DELIVERY OXFORD PDO

I still consider that this item failed and wish to pursue my refund. Is there anything I can't see that Royal Mail can to use against me in this claim?

I am pretty sure that the item failed and it is frustrating to me that Royal Mail seem to be giving me a hard time.

Thanks as ever for the advice!

if we deliver specials at 101pm were on the conduct code

Surely not if for example, as happened once, a 9am Special Delivery for a house some five miles distant arrives in the office at 8.55am ?

[arnold cheshire]

Hi all

Before Christmas I posted a Special Delivery item from Manchester to a friend in Oxford. Posted for guaranteed delivery by 1pm on 13 December. On the day itself, my friend called me just after 1.30pm to say that the item had not arrived. They then had to go out to attend a meeting.

Later in the day, called Royal Mail who advised a card had been left just before 3pm on the day. Confirmed verbally whether this item had failed under the SD guarantee and the advisor said 'yes'. Advised to complete a P58 which I duly did.

Received a letter this morning refusing my request for a postage refund stating that "investigations into your enquiry have included checking all available service information and I can confirm that we attempted to deliver this item on 13 December 2011 (within the guaranteed delivery timescale)". Tracking the item at http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false; shows the following:

13/12/11 14:53 UNDELIVERED13/12/11 OXFORD PDO
13/12/11 06:38 ON DELIVERY OXFORD PDO

I still consider that this item failed and wish to pursue my refund. Is there anything I can't see that Royal Mail can to use against me in this claim?

I am pretty sure that the item failed and it is frustrating to me that Royal Mail seem to be giving me a hard time.

Thanks as ever for the advice!

if we deliver specials at 101pm were on the conduct code

Surely not if for example, as happened once, a 9am Special Delivery for a house some five miles distant arrives in the office at 8.55am ?

thats not your fault

[Lounge Lizard]

Hi all

Before Christmas I posted a Special Delivery item from Manchester to a friend in Oxford. Posted for guaranteed delivery by 1pm on 13 December. On the day itself, my friend called me just after 1.30pm to say that the item had not arrived. They then had to go out to attend a meeting.

Later in the day, called Royal Mail who advised a card had been left just before 3pm on the day. Confirmed verbally whether this item had failed under the SD guarantee and the advisor said 'yes'. Advised to complete a P58 which I duly did.

Received a letter this morning refusing my request for a postage refund stating that "investigations into your enquiry have included checking all available service information and I can confirm that we attempted to deliver this item on 13 December 2011 (within the guaranteed delivery timescale)". Tracking the item at http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false; shows the following:

13/12/11 14:53 UNDELIVERED13/12/11 OXFORD PDO
13/12/11 06:38 ON DELIVERY OXFORD PDO

I still consider that this item failed and wish to pursue my refund. Is there anything I can't see that Royal Mail can to use against me in this claim?

I am pretty sure that the item failed and it is frustrating to me that Royal Mail seem to be giving me a hard time.

Thanks as ever for the advice!

if we deliver specials at 101pm were on the conduct code

Surely not if for example, as happened once, a 9am Special Delivery for a house some five miles distant arrives in the office at 8.55am ?

thats not your fault

Agreed.

[simmo11]

UPDATE:

Got a response today to my escalation. In summary:

1) Royal Mail believe that my item WAS attempted on time, however they admit they cannot categorically prove it.

2) In light of this and as 'a gesture of goodwill', they have refunded my postage for SD.

I think the RM workers on the board will find the response interesting (amusing?) so I have taken the time to quote it in full:

Having investigated the delivery scan information, I can inform you that the item was not in fact delayed. According to our information, the item was scanned as being received at our Oxford Delivery Office at 06.08am on 13 December 2011 and was then put on delivery at 06.38am. A delivery attempt would have been made a short time after this but it would seem that this was not successful for a reason that has not been determined.

In such instances whereby an item requiring a signature cannot be delivered, a card is left informing the addressee items can be collected from their Delivery Office. It would seem that this process was instigated in this case. Royal Mail would deem the time that a delivery attempt was made as being the initial time of delivery.

For future reference I should also point out that the times scanned on the items visible from our Track and Trace system need not be made immediately after the items are handled, and in some instances can be made the following day due to large volumes of mail processed on a daily basis.

However, as I am unable to actually prove that this item was attempted before 1pm I enclose a cheque for 5.90 as a goodwill payment, which I hope will go someway toward restoring your confidence in Royal Mail. I trust you will accept this gesture along with my apologies for any inconvenience caused. This payment is made without prejudice and the gesture does not give any admission of liability on our part nor will it be offered in the unlikely event that such an incident reoccurs in the future.


Whilst I am happy to have received my money back (which I still believe I am rightfully entitled to), it does seem to call into question the accuracy and reliability of the tracking, given that tracking is one of the big selling points of SD. Also, re: the 'unlikely event that such an incident reoccurs in the future', users can see my other thread 'Compensation Paid by Phone' and may be amused to hear that that cheque also arrived today as well (!).

Still, all's well that ends well...

[DGP1]

A delivery attempt would have been made a short time after this but it would seem that this was not successful for a reason that has not been determined.

Are they actually being serious here? How would they know what time the delivery was going to be attempted by?

I have a PDA which updates when I attempt to deliver a special so there is a trail of all times and not just something made up by customer services.

[TrueBlueTerrier]

A delivery attempt would have been made a short time after this but it would seem that this was not successful for a reason that has not been determined.

Are they actually being serious here? How would they know what time the delivery was going to be attempted by?

I have a PDA which updates when I attempt to deliver a special so there is a trail of all times and not just something made up by customer services.

and if the duty has not got a PDA then its most likely a walking duty and no way would they have attempted delivery shortly after 0638 - they would still be on IPS or throwing up their walk.

I wonder what the signature on the letter was - I am guessing Hans - not sure if its Christian or Anderson though .

[fishtank]

A delivery attempt would have been made a short time after this but it would seem that this was not successful for a reason that has not been determined.

I think you know yourself that they've had plenty time to find out whether an attempt was made and determine any reason why it wasn't.
Their use of that particular language speaks volumes in this case.

it does seem to call into question the accuracy and reliability of the tracking, given that tracking is one of the big selling points of SD.

Track&Trace is reliable if everyone using it has the correct equipment.
They don't yet because some areas are still relying on the old paper system which has to be scanned and uploaded to the website.
That will change...eventually.

[simmo11]

A delivery attempt would have been made a short time after this but it would seem that this was not successful for a reason that has not been determined.

Are they actually being serious here? How would they know what time the delivery was going to be attempted by?

I have a PDA which updates when I attempt to deliver a special so there is a trail of all times and not just something made up by customer services.

and if the duty has not got a PDA then its most likely a walking duty and no way would they have attempted delivery shortly after 0638 - they would still be on IPS or throwing up their walk.

I wonder what the signature on the letter was - I am guessing Hans - not sure if its Christian or Anderson though .

I think the bottom line is that had I escalated this further RM knows that the shaky leg they were standing on would become pretty much non-existent.

Very sad that they could not have just stood up and admitted a mistake was made here. Not the best way to treat users of the premium products which I understand are so valuable to RM at the moment.