Returned phone upgrade "appears" to of been lost ..what now?

[Funlovinlel]

So I ordered the z flip 4 ..but couldn't get past the visible crease so returned it via channel returns ..  special delivery guarenteed by 1.00pm ... that was Sep 03rd .... Royal Mail tracking shows recieved by royal mail Birmingham and then that's it no more information available ...proof of postage sent to EE Channel returns ...told Iits not been recieved ? Contact Royal Mail told to wait due to strikes etc ... contact Channel Returns told it's not recieved and to contact Royal Mail ...bla bla bla .... what happens now ? 

[Jon_K]

Hi @Funlovinlel.

Welcome to the community.

Did Royal Mail advise how long to wait before getting back in touch?

You should be notified by channel returns once they've received it.

Jon

[Funlovinlel]

Royal mail just said they have no more details and it's due to the Royal Mail strikes? And keep saying to give a little longer!!  Channel returns on this occasion rather response is " its not back, nothing we can do"  

[Funlovinlel]

I know Channel Returns will advise when recieved as have done returns before so know they respond pretty quick,   I do fear on this occasion Royal Mail have lost it ..so don't know what the process is from here on - or how much longer I wait.

[Jon_K]

Hi @Funlovinlel.

I'm sorry to hear this, I understand this will be really frustrating.

I don't want to keep pushing you back to Royal Mail, but I feel they will be able to help you more than EE at this point. Are you able to raise a complaint with them?

Has your tracking updated? You could try providing them with your tracking details again from them to track it manually.

Jon

[Funlovinlel]

I spoke with Royal Mail yesterday and was told they had no further tracking available but to give longer due to strikes as there was nothing they could do at this time.  No the tracking still remains the same as before - nothing since 03rd September 

[wardi]

@Funlovinlel ..  it seems pretty straight forward in this case - you did the right thing in sending the phone via an insured service.  3rd Sept is about 3 weeks ago so there doesn't seem to be much doubt that the package is lost.  Go to your Post Office and ask for a special delivery claim form, you will need some form of proof of value for the phone plus the tracking number.   Send the claim off, if the PO realise they will have to pay out it should expedite matters.  I did have to claim myself last year and they were pretty quick and fair.

[Jon_K]

That's great advice, @wardi.

Glad you got yours sorted and can speak from experience.

Jon

[Funlovinlel]

So I have spent 1 hour 45min  on the phone to EE who are satisfied I returned it!! HOWEVER  they are asking me to visit local sorting office or phone R.M ...at this stage EE are saying they are unsure who pursues the claim ...I maintain and argue it should be EE but I'm just a mere minion.   Luckily I paid the extra for insurance ...but as EE then said but who it's the person that makes the claim that recieves that if it cannot be located ...which as they advised adds another complication .... so in the mean time I still cannot upgrade to a new phone 🙃 

[chistery]

Last time I looked at who should claim, it's either, however as you paid for the extra insurance( And well done on that!) I would say it probably has to be you, as EE probably have no visibility of the insurance, and can only claim up to the value of the original cost of the service they paid for?

Good luck though!