MyHermes (via eBay Packlink) lost laptop *** SOLVED***

[danp85]

Hi folks, 

 

I'm so glad I found this site. Seems like I'm not the only person who's had issues with myHermes/Packlink. myHermes lost my £842 laptop, and now Packlink won't respond to me in regards to my claim. 

 

Here's the timeline:

12 November 2019 - Sold Macbook Pro on eBay

13 November 2019 - Received payment from buyer

13 November 2019 - Organised next day shipping directly through eBay (Packlink) with myHermes. Paid extra to insure for the full value of the eBay transaction (£842.00)

13 November 2019 - Dropped off at ParcelShop. Obtained a receipt.

14 - 18 November 2019 - Gave myHermes the benefit of the doubt. 

18 November 2019 - Contacted myHermes for the first time

26 November 2019 - Contact Packlink, as I'm reasonably confident the item is lost, and I'll need to raise a claim with them

27 November 2019 -  myHermes confirms item is lost. Advise me to raise a claim with Packlink

28 November 2019 - Fully refund buyer

28 November 2019 - Packlink advises me to make a claim

28 November 2019 - Packlink acknowledges receipt of claim (automated email)

9 December 2019 - Contact Packlink requesting an update

17 December 2019 - Contact Packlink requesting an update

 

I'm quite concerned that I won't get my money back, as Packlink has laptops (though called Notebooks, so nothing comes up if you search laptop) in their list of Goods with no insurance coverage - restricted goods, and myHermes has laptops in their Non Compensation Items. 

 

I'm feeling a bit better after reading through this site and seeing posts like this.

 

Currently my main concerns are that 

• Packlink isn't responding to me. 
• Packlink isn't based in the UK, so UK law may not apply
• This is taking such a long time - is my window going to run out? 

 

Would love any feedback on what steps I should take next. Do I wait for Packlink to get back to me? Keep nudging? Publicly tweet? Contact myHermes directly? 

 

Thanks in advance, any advice would be very much appreciated.  

Edited December 20, 2019 by danp85
Add refund buyer to timeline

[danp85]

This is great! Thanks so much! 

[danp85]

On 20/12/2019 at 17:46, BankFodder said:

We've had quite a few complaints about Packlink recently. You are absolutely correct. They are outside of the UK jurisdiction and so therefore they are very difficult to attack. As far as I can see, most of the regulations that they say they are subject to are conventions and so I would suggest that they are probably agreed industrial practice – not directly binding on a consumer/customer – and at best would be implied into a contract if at all. Because they would amount to implied terms they would be any overriding statutory provisions. They do appear to be referring to a few laws – but we don't know what those laws are.

You will have to remind me. Packlink is basically a service which puts you in contact with a delivery company and in this case it's Hermes and your contract is directly with Hermes. Is that correct? You bought some kind of compensation here and that compensation/insurance cover was paid to Hermes. Is that correct?

You declared the fact that it was a MacBook and also you declared the correct value and you insured it for the correct value. Is that correct?

 

Did you sell this laptop as a trader or as a private individual?

 

Hi @BankFodder - thanks so much for getting back to me so quickly. Sorry for my delayed response, I have been away. 

 

I wish I'd known this about Packlink before using them - I just thought they were a part of ebay, so thought it was the easiest/safest bet. How wrong I was. 

 

Re Packlink vs myHermes - I'm not entirely sure. I've attached my invoice (packlink invoice.pdf)  with personal details of myself and the intended recipient blocked out. It looks to me like the compensation goes to PackLink not to myHermes, which probably won't help me. 

 

I did declare it as a MacBook (it autofilled based on the item being sold), and I declared/insured for the correct value. (packlink info.pdf)

 

I sold the laptop as a private individual. 

 

I have contacted PackLink again yesterday asking how I can escalate this, as I have still not heard from them since submitting my claim on 28 November 2018. 

 

Sorry again for my delay, and thanks again for your help, I really, really appreciate it. 

 

packlink info.pdf

 

packlink invoice.pdf

Packlink T&Cs.pdf

[danp85]

10 minutes ago, BankFodder said:

 

Have you read what I posted – quoted above –?

 

 

So where are you on this and what are you deciding to do?

I know that it has been Christmas et cetera – but you first posted on 20 December and not since then. If you want to move forward with this you will have to engage with this thread

 

Sorry about this! I must have been writing my response while this came in! I shouldn't have done my first post right before going on hols - I didn't realise how quick moving these things are (which is great!) 

 

Please accept my sincere apologies for not responding for such a long time. I'll for sure be quicker next time. 

[danp85]

28 minutes ago, BankFodder said:

I understand. We are really just concerned that you are seriously invested in this – because we certainly are.

Some people think that this is a social media forum – but it isn't. This is serious business and we provide free advice and support to the best of our ability worth many hundreds of pounds and often more.

As I've already said, we understand that the Christmas and New Year periods can be very disruptive – but they are basically at an end now so it is time to move forward if you are still on board

100% - I'm fully committed to doing everything I need to to get this money back!

 

I'm down about £850 at the moment (Macbook Pro (sold for £814), Postage & Insurance - £33.71, & Packing materials (~£10)) - not to mention the time spent trying to resolve it, and the stress about potentially losing all this money -  so will do whatever I need to not be out of pocket all this money! 

[danp85]

Hey @BankFodder,

 

Thanks so much for the very detailed info. I really, really appreciate it! 

 

I am absolutely thrilled and shocked to say that PackLink has come back to me, and they have approved my claim, so will be sending through compensation - £842 for the laptop, and £7.66 for the postage on Wednesday when they make all their payments. 

 

You could knock me over with a feather that that was the outcome, considering they specifically say they don't cover notebooks. 

 

Thanks again for your time and all your help - I really appreciate it!