Hermes laptop issue

[Nassa10 0]

Hi, looking for some advice and reassurance.

 

Around 12-14 weeks ago I sent my laptop off via Hermes to be repaired,

a few days passed and the item hadn’t moved on the app.

 

After various phone calls I was told my laptop had been lost.

I paid the extra £15.80 insurance to cover this exact thing.

The insurance was up to £200 which was incidentally the price of the laptop.

After Hermes not being able to find the laptop I was told by a customer service agent that I should submit a claim form and I would get my money back.

Fast forward around 5/6 weeks and still nothing.

 

On a day off work I follow this up and by chance I get through to a manager,

after around 1 hour on the phone said manager tells me I will receive my monies within 24 hours and he will call back later for the BACS details,

 

he calls back and takes the details but one hour later, after being told on numerous occasions that I will get my money he tells me the head of the claims department has dismissed my claim as the laptop was “damaged beyond repair” after 1 hours travel and so it was disposed of.

I packaged this item extremely well.

 

I then ring trading standards who informed me I may struggle without proof of being told I would get my money back.

 

The next day I ring back and using the extension number the manager gave me I recorded the call and he confirmed he did tell me I would receive my monies.

 

I sent a letter of deadlock and received no response, after speaking to trading standards I issued a legal letter 2 days ago.

 

What chance do I stand?

thanks

[BankFodder 1,894]

Please will you monitor this thread for a reply tomorrow.

 

However you have posted a long story in a long block of text and that makes it very difficult for people to read and then to give you the advice that you need.

 

Please will you post your story but this time spaced and punctuated and people will be far more enthusiastic to follow you and to support you.

Thanks

[dx100uk 9,324]

post spaced for you

 

you mean you sent a 14 day letter before court Action?

 

[Nassa10 0]

Thanks, yes I sent a 14 day letter of deadlock (told to by trading standards) and now a legal letter has been issued 

[BankFodder 1,894]

Please post up the letter which you sent.

 

Have you read through some of the Hermes threads on this forum.  Do You understand the basis of your arguments and do you understand that steps involved in taking the action?

 

It is good that you are moving quickly and good that you are recording calls but Trading Standards don't always give the best advice.

 

Lets's see the letter

[Nassa10 0]

 

2 mins

 

Hermes
Capitol House
1 Capitol Close
Moriey
LEEDS
LS270WH

Particulars 0f Claim xxxxxxx


27/10/2020
I sent a £200 extremely well packaged laptop with Hermes and took up the option of the extra cost to get the £200 compensation and insurance.

 

For the past 10 weeks i was told that my parcel had been lost but then 2 weeks ago I was told by a manager by the name of Junaid that my laptop had been disposed off without my prior knowledge, the parcel was disposed of as it was "damaged beyond repair" after 1 hours travel.

 

I was told by many customer service agents and a manager that I would receive a refund.

I have an audio recording of the manager assuring me I would get my money back and then he (Junaid) Informed me that the head of the claims department had changed his mind as the laptop was damaged through no fault of my own.

 

I am claiming for £220 plus £25 legal costs.

I also sent a letter of deadlock over 2 weeks ago and I did not receive a response despite the letter being signed for.

 

Details of claim 

amount - £220.00
court fee £25.00
total £245.00

Edited October 28 by Nassa10

[dx100uk 9,324]

so you HAVE issued a court claim through MCOL?

[Nassa10 0]

Yes I have

[dx100uk 9,324]

date on the claimform please 

 

and type out your particulars of claim if this is not as above.

 

dx

 

[Nassa10 0]

The date was the 26/10/20

What particulars do you mean?

[dx100uk 9,324]

the particulars of your claim your entered into that section.

 

dx

 

[Nassa10 0]

Oh the particulars are as above 

I am claiming for the cost of the laptop (£200) plus costs

[BankFodder 1,894]

Please can you post the exact particulars of claim. A PDF copy would be preferred.

Also, please could you post a copy of the letter of claim which you sent. A PDF copy would be preferred.

 

[Nassa10 0]

What are the exact particulars? The letter I sent in the post I sent recorded delivery but I don’t have a copy, the legal letter is the letter above 

[Nassa10 0]

The laptop was sent on 03/08

On 13/08 I sent an email to Martijn De Lange

21/08 I was told to submit a claim form

30/09-01/10 Promised my money back by manager (01/10 call recorded) 

02/10 Deadlock Letter sent 

26/10 Legal letter sent 

[BankFodder 1,894]

We are doing our best to help you with professional level of advice. you're getting it for free but that is no reason to treat it as simply a piece of social media exchange.

if you are very confident about what you are doing then you don't need our help. However, reading through this thread so far I have the impression that you aren't entirely certain of the steps. in order to give you the best help and to give you the best chance of success, we need to understand exactly what you have done so far.

 

have you registered on the money claim county court website? Did you issue a claim there? What date did you issue it? do you understand the rules about acknowledgement of service and then defence?

[BankFodder 1,894]

Also, you have referred several times to a deadlock letter. Please could you post that up in pdf format.

[Nassa10 0]

I have registered on the money claim website and I did issue a claim on there on 26/10. I sent this in the post but I don’t have a copy

 

Is the acknowledgment of service that they have 14 days?

[BankFodder 1,894]

I'm a bit puzzled that you didn't keep a copy of your claim form. it's very important that you keep a full set of documents – especially once you have entered the litigation process.

You say that you registered on the moneyclaim website but you then sent your claim form by post. You didn't issue the claim online.

that is very unusual. Why did you decide not to send it online? 

 

I think it's important that you get a copy of your claim form and I think you should phone the courts and explain to them that you didn't keep her copy and that you need one and can you have one by email.

 

 

[BankFodder 1,894]

Can we see a copy of the so-called deadlock letter please. I understand that you at least kept a copy of that.

also I suggest that you take a bit of time and start reading on this forum about the steps needed to take a small claim in the county court.

 

have you read through some of the hermès threads on this forum so that you understand the issues and the basis of your case and that you have started to formulate your arguments?

 

 

[Nassa10 0]

The legal letter was sent online and it is above 

I will repost below

Hermes
Capitol House
1 Capitol Close
Moriey
LEEDS
LS270WH

Particulars 0f Claim xxxxxxx


27/10/2020
I sent a £200 extremely well packaged laptop with Hermes and took up the option of the extra cost to get the £200 compensation and insurance.

 

For the past 10 weeks i was told that my parcel had been lost but then 2 weeks ago I was told by a manager by the name of Junaid that my laptop had been disposed off without my prior knowledge, the parcel was disposed of as it was "damaged beyond repair" after 1 hours travel.

 

I was told by many customer service agents and a manager that I would receive a refund.

I have an audio recording of the manager assuring me I would get my money back and then he (Junaid) Informed me that the head of the claims department had changed his mind as the laptop was damaged through no fault of my own.

 

I am claiming for £220 plus £25 legal costs.

I also sent a letter of deadlock over 2 weeks ago and I did not receive a response despite the letter being signed for.

 

Details of claim 

amount - £220.00
court fee £25.00
total £245.00

 

I have read through some of the Hermes threads

[BankFodder 1,894]

Thanks for the letter. But I see that once again it refers to a deadlock letter and you haven't posted that.

 

I'd be grateful if you could post that and also will you try to contact the court and get a copy of your claim form.

 

how long was the claim form question mark is there any chance that you could try to reproduce it here to the best of your memory

[Nassa10 0]

The claim form I used via Hermes to try and get a refund? 
the deadlock letter was not a legal letter, it was a letter of intention telling them I would send a legal letter, I sent this in the post and I don’t have a copy but it was very similar to the legal letter I sent (just longer)

[BankFodder 1,894]

Why don't you keep copies of this important correspondence that you send?

[Nassa10 0]

It was a mistake on my part 

But it was sent via recorded delivery and Hermes head office signed for the correspondence