After I waited for several months since the April I sent out my claim form for the compensation of my damaged parcel: milk powder, at the time I almost forgot it, suddenly, one day, I remembered that I have not got my compensation back! One voice told me that I should do something!
So I picked up the phone and called ParcelForce. Here is the conversation:
Person A: Hello, how can I help you.
Me: Hello. I sent my claims form several months ago, but so far I have not got any response. Could you let me know the progress?
Person A: OK. Let me have a look. (after one minute) Well, our oversea partner is doing the investigation on the receiver side.
Me (astonished): Still? Last time, in May, I called you and someone told me they were doing the investigation. After almost four months, you have not finished it yet? (angry)
Person A: well......
Me( realizing that the other side want to find an excuse, so very angry): I have sent my claim four months ago. The damaged parcel is milk powder to a baby, as my gift.
Person A: Oh, one more thing, the sender has not sent the confirmation form back......
Me( frustrated with her another excuse): another form? This is my gift. If you need more forms, could you pass the form through me to the sender? This is my gift to a baby! Because it got damaged, I felt very bad for it. Now I am fine with anything I have to do to be cooperative, but why this claim process has to involve the sender side? This can only make both side feel worse.
Person A (feeling sympathetic): I understood, I understood. But we need that form.
Me: OK, this way, is that possible for you to send that form again, because I am afraid the sender might have not kept it now.
Person A: Wait a minute, I will forward you to another person.
Me( surprised): OK.
Person B: Hello.
Me: explaining the situation again.
Person B: I am reading your documents. Did you send us the receipt of goods?
Me: I sent it.
Person B: It is a copy. We want original ones.
Me (knowing the other side looking for excuses): I sent original ones. I am keeping every document at my hand now. Which one you want?
Person B: Wait a minute, right, I saw it. Your documents are complete.
Person B: Where did you post your parcel? Did you post it at Amazon?
Me ( desperate and furious): No, I sent it at the post office. I packed it very well. Ten boxes, most are damaged! Because they are for baby and it is food, it is not usable at all. All are wasted!
Person B: Could I forward you to another person?
Me ( turned my rage to the firm resolution: fight till the end!)
Person C: Hello.
Me: Explained my situation again, patiently but firmly, to convince her that this compensation is more than money to me, but a proof to my lovely little cousin that his aunt did prepare a nice gift for him.
Person C: OK, I understand. We are sorry for the trouble caused on you by our service. We will refund you with a check. You should receive it in a week.
Me ( Shocked with this sudden turn): OK...... Thank you......
Me: Victorious cheers! ( not on the phone!)
Lesson learned: If you think the truth is in you hand, you should fight till the end!
