Royal Mail is looking into options for introducing a process to ease the claims process by supplying claims data in a simpler way. The investigation work is being carried out and we will then look as to when we can fit this into the development roadmap fro Click & Drop alongside the other requests we receive.
When a firm date for introducing this new feature, we will communicate through the user voice and message centre in Click & Drop
Click & Drop Support
DECEMBER 19TH 2017 ROYAL MAIL ADMIN STATED THEY WERE LOOKING TO INTEGRATE THE CLAIMS PROCESS INTO CLICK AND DROP IN A SIMPLE FORMAT - IT IS NOW 8TH APRIL 2018 - IS THIS REALLY BEING LOOKED CAN WE HAVE AN UPDATE WITH SOME REAL AND HONEST TIMELINES ! OR IS THIS TOO MUCH TO ASK ?
I think Anonymous is a Royal Mail employee looking at the response - for information Hermes is comparable in price to RM - NO 3% fuel surcharge - NO minimum quantity - includes VAT so price is 20% less for businesses, and Same price anywhere in UK and the rate is negotiable for volume users - Hermes make claiming losses easy and you get the SALE price of your goods reimbursed up to £20 For FREE - yes free - Royal Mail - NO LOSS CLAIMS ALLOWED for even the cost of lost goods and the most ridiculous claim system ever thought up which is designed to stop honest customers claiming genuine losses from Royal Mail who lose abuse and simply do not care,
Madness anonymous and as for David Hawkes he is the manager of click and drop - it is his responsibility - He gets paid quite a lot of money for managinga department that does not respond to e mails - that does not answer the phone and that believes the service is free - and because they believe it is free they believe you are only entitled to a substandard service even though the cost of the service is hidden or disguised in the postal costs the surcharges and the lack of responsibiity for lost mail..
Out of interest how does Mr Hawkes wages and the rest of the department get paid - the offices heated - the website maintained from a free service ? Do they all work for free ? If they do I apologise to one and all - and will happily give them the address of the nearest job centre where they can apply for a proper paid job
When claiming lost items Royal Mail say you must wait 5 days for the delivery time plus 10 days to claim yet sell the service as 24 or 48 hours - look at the dashboard and 2 to 3 days in the terms and conditions - seems like Royal Mail do not know what they are offering surely a claim should start after 24 or 48 hours or was that 2 to 3 days or no hold on 5 days if you are making a claim Why the different time scales - it looks like another example of putting obstacles in a customers way to deter them making a claim ? Any ideas anyone?
What is the fuel surcharge of 3% for ? We do not have our post collected we deliver it with half the prpcessing work done for RM Is it a fee for the click and drop service ?
Click and Drop must be the worst tracking system available - Costly- wholly Inaccurate - it is not free and claiming lost post laughable - poor customer service - Now you may feel this is the ranting of a mad man except consider this 15% of tracked items never show as delivered - Royal Mail claim 93.3% next day 99% within three days and a whopping 99.75% deemed correctly delivered ! Simply look at the figures quoted in the quarterly Quality of service 2017-18 quarter 3
Well Royal Mail Click and Drop for us is running at 85% - Manager David Hawkes Claims that no one else has this problem ! If you know different feel free to post it here - reality is nothing will happen unless enough people raise the issue ! and if you really want to - e mail a list of the tracking numbers showing not delivered to firstname.lastname@example.org FAO DAVID HAWKES click and drop manager and he has promised to investigate and report back on each non delivered item within 14 days - Excellent service Mr Hawkes - I assume this is open to all click and drop customers - oh sorry no one else has this problem so only me then !
He also states that this is a free service and therefore Royal Mail do not have to provide tracking for any items using the click and drop service - Hmmm ! let's look at this 3% fuel surcharge is this a fee ? - reducing the service which essentially is 1st and second class post with a different name and potentially some free tracking but disallowing claims for lost product NO COMPENSATION FOR LOST GOODS - you can claim compensation under 1st and 2nd class post and franked mail but not 24 and 48 - Is this a fee ? - seems Royal Mail are not quite representing the product fairly or honestly when selling it. Mr Hawkes customer service staff answer this as follows you can change products you do not have to use it ! Mr Hawkes answer we do not know why you cannot claim for losses using click and drop 24 and 48 but you can use the different products 1st and 2nd class post - well that just about sums it up - it obviously does not work - the Manager himself is advising you not to use the service - that fills me with confidence but of course we are the only ones with this problem - remember click and drop cannot answer complaints of this nature in a timely manner because they are so busy collecting new customers and explaining to them how to use the system - bet they are not told that the tracking is absolutely at the discretion of Royal mail whether you get it or not or that they will not be able to claim the losses from Royal Mail - but it is free isn't it ? So making claims Royal Mail want your customer reference or the sales platform reference, copy of the sales invoice, copy of the purchase invoice for your goods a calculation of the item postal cost, a cost price of the item lost, the name address and postal town and address of your customer , their e mail address and a full description of the goods inside your postal bag - your account number, the name and address of your business, a copy of the manifests that the lost items are contained within the tracking numbers and after supplying all this - they will not even look at the information provided Why? Because you are not entitled to claim for lost items only the postal cost SO WHY DO THEY ASK FOR ALL THIS INFORMATION BECAUSE THEY SIMPLY DO NOT WANT YOU TO CLAIM MOST OF THE INFORMATION THEY ASK FOR IS NOT NEEDED - quite simply dishonest an attempt to avoid their legal obligations apologies I forgot Click and Drop Manager David Hawkes told me we are the only ones with this complaint and he must be right mustn't he - an officer of Royal Mail would never try and pull the wool over your eyes would they ? Now Royal Mail look at Hermes - They do not deliver within 5 days you click a button fill in a form with item number and select a reason - they investigate refund your postage cost and the full sale value of the lost item up to the insurance value which is free up to £20 within 14 days . Oh and if you talk to them and they send a form to you they keep checking with you very efficiently until they receive the form back or you tell them you have personally resolved it and they tell you when and how much they are compensating you - in other words they offer customer service - a strange concept to the 500 years that Royal Mail have had to perfect the arrogance and pompous attitude to their customers
If what I have posted is true - then it seems fair to say that it is down to click and drop to sort out and offer an alternative - eerily quiet from click and drop - I think I heard a pin drop !
The post office announced last week in their in house magazine that they were no longer going to accept click and drop tracked parcels which clash with their own product sold over the counter - apparently you have to take the mail to the sorting office - I believe it is ok if you use the door to door collection service which is free for users spending over £15000 per annum or expensive for those who do not. - needs checking with click and drop but they do not answer their phones so good luck everybody