MIME-Version: 1.0
Date: Tue, 20 Jun 2023 17:00:17 +0100
From: hello@expressmusic.co.uk
To: TNTUK Customer Care <uk@tnt.com>
Subject: Re: [EXTERNAL] Re: Consignment 140196011
In-Reply-To: <_wJQE000000000000000000000000000000000000000000000RWK4VG00PAWYL6VSSQ6RUwj35H_vmA@sfdc.net>
References: <1af366b1493a1490386125e4affa9be4@expressmusic.co.uk>
 <_wJQE000000000000000000000000000000000000000000000RWK4VG00PAWYL6VSSQ6RUwj35H_vmA@sfdc.net>
Message-ID: <5444233ec3970626f0650f50d616b1ef@expressmusic.co.uk>
X-Sender: hello@expressmusic.co.uk
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Hi Joanne,

I have spoken again with our customer and forwarded your reply. Please 
see his response below because it really does highlight a big issue with 
your driver.

"We don’t have a side door we have a garage door that was wide open and 
a front porch door which was also wide open so it sounds like he has 
dropped it at the wrong address (possible a wrong digit entered into the 
sat nav) and whoever has received it has not contacted TNT saying that 
they received a parcel that wasn’t for them."

We look forward to receiving our money as soon as possible.

Kind Regards,
Harriet

On 2023-06-20 16:11, TNTUK Customer Care wrote:
> Hello Harriet,
> 
> I do apologise this was left unattended and can not be located, please
> provide the cost invoice, should I not have a response from you on
> 21.06.2023 by 10:00, I will close the case pending this information,
> once the case is closed the email chain will not be monitored.
> 
> If you are unable to provide the information by this time, I will
> close the case, pending this information, once the case is closed the
> email chain will not be monitored.
> 
> When you have the information , please contact us via our website
> www.tnt.com [1] to ensure your case is reopened.
> 
> For detailed tracking and to manage all your shipment requirements,
> please visit our website www.tnt.com.
> 
> Once again, I am very sorry for any inconvenience caused.
> 
> Best Regards
> 
> Joanne Garner | Customer Care Representative | FedEx Express | Lount |
> Registered Office: Express House, Holly Lane, Atherstone, CV9 2RY |
> tnt.com and fedex.com
> 
> This message and any attachment are confidential and may be privileged
> or otherwise protected from disclosure.
> If you are not the intended recipient, please telephone or email the
> sender and delete this message and any attachment from your system.
> If you are not the intended recipient you must not copy this message
> or attachment or disclose the contents to any other person
> 
> --------------- Original Message ---------------
> From: [hello@expressmusic.co.uk]
> Sent: 20/06/2023 11:08
> To: uk@tnt.com
> Subject: Re: [EXTERNAL] Re: Consignment 140196011
> 
> Morning Joanne,
> 
> So you are saying the driver signed for it himself and let it there
> unattended?
> 
> Just need to confirm whether or not we need to find a new courier to
> use.
> 
> Kind Regards,
> Harriet
> 
> On 2023-06-19 16:32, TNTUK Customer Care wrote:
>> Hello Harriet,
>> 
>> The depot has come back with _"Driver put the package around the
> side
>> of the house by the front door (this was before the photo POD came
>> in)"._
>> 
>> Please provide a copy of the cost invoice, or sales invoicing
>> confirming the mark up.
>> 
>> I will contact you on 20.06.2023 no later than 16:30 , should I not
>> have a response from you.
>> 
>> For detailed tracking and to manage all your shipment requirements,
>> please visit our website www.tnt.com [2].
>> 
>> Once again, I am very sorry for any inconvenience caused.
>> 
>> Best Regards
>> 
>> Joanne Garner | Customer Care Representative | FedEx Express | Lount
> |
>> Registered Office: Express House, Holly Lane, Atherstone, CV9 2RY |
>> tnt.com [3] and fedex.com [4]
>> 
>> This message and any attachment are confidential and may be
> privileged
>> or otherwise protected from disclosure.
>> If you are not the intended recipient, please telephone or email the
>> sender and delete this message and any attachment from your system.
>> If you are not the intended recipient you must not copy this message
>> or attachment or disclose the contents to any other person
>> 
>> --------------- Original Message ---------------
>> From: TNTUK Customer Care [uk@tnt.com]
>> Sent: 16/06/2023 09:04
>> To: hello@expressmusic.co.uk
>> Subject: RE: [EXTERNAL] Re: Consignment 140196011
>> 
>> Hello Harriet,
>> 
>> Sorry that you are frustrated by how this has been dealt with, I
>> apologise to you and your customer for the inconvenience this has
>> caused, I will now start looking in to this.
>> 
>> Please do not hesitate to contact me further regarding the above
>> consignment and I will be in touch again on 19.06.2023 no later than
>> 17:00 or before should the goods be located .
>> 
>> Once again, I am very sorry for any inconvenience caused.
>> 
>> Best Regards
>> 
>> Joanne Garner | Customer Care Representative | FedEx Express | Lount
> |
>> Registered Office: Express House, Holly Lane, Atherstone, CV9 2RY |
>> tnt.com [3] and fedex.com [4]
>> 
>> This message and any attachment are confidential and may be
> privileged
>> or otherwise protected from disclosure.
>> If you are not the intended recipient, please telephone or email the
>> sender and delete this message and any attachment from your system.
>> If you are not the intended recipient you must not copy this message
>> or attachment or disclose the contents to any other person
>> 
>> --------------- Original Message ---------------
>> From: [hello@expressmusic.co.uk]
>> Sent: 15/06/2023 12:44
>> To: uk@tnt.com
>> Subject: [EXTERNAL] Re: Consignment 140196011
>> 
>> Hi Joanne,
>> 
>> Yes we are very frustrated by how this has been dealt with. It makes
>> us
>> look completely incompetent to our customer who I am sure will never
>> buy
>> anything from us ever again.
>> 
>>> What are the missing goods: Electric Guitar in Bag
>>> Packaging Type: Cardboard Box
>>> Weight: 4(Kgs) Specific weight of guitar: 7.1lbs
>>> Dimensions: (L x W x H in cms) 1x Box - 106 x 38 x 10cm
>>> Colour of the missing goods: Silver
>>> Make: Cort
>>> Model: Manson Meta MBM-1 Matt Bellamy Inc. Bag
>>> Serial number: 200701675
>>> Images of Contents and Packaging: see attached
>>> Does the packaging have any branded logos or tape: on the outside
> of
>>> the box is a order note with our address on
>>> Cost value excluding VAT and your profit margin: £200 cost - £379
>> sold
>> 
>> Look forward to hearing an update from you as soon as possible.
>> 
>> Kind Regards,
>> Harriet
>> 
>> On 2023-06-15 08:00, TNTUK Customer Care wrote:
>>> Good morning Harriet ,
>>> 
>>> I would firstly like to take this opportunity to apologise for the
>>> disputed proof of delivery, I am in contact with the depot to ask
>> the
>>> driver for more details of this delivery, I will update you
>>> accordingly, due to the time that has passed since the delivery
>> please
>>> provide the following.
>>> 
>>> What are the missing goods:
>>> Packaging Type:
>>> Weight: (Kgs)
>>> Dimensions: (L x W x H in cms)
>>> Colour of the missing goods:
>>> Make:
>>> Model:
>>> Serial number:
>>> Images of Contents and Packaging:
>>> Does the packaging have any branded logos or tape:
>>> Cost value excluding VAT and your profit margin:
>>> Please provide a copy of the cost invoice if the cost is over
>>> £150.00:
>>> Proof of collection - please attach
>>> 
>>> I will contact you on 16.06.2023 no later than 10:00, should I not
>>> have a response from you.
>>> 
>>> Once again, I am very sorry for any inconvenience caused.
>>> 
>>> Best Regards
>>> 
>>> Joanne Garner | Customer Care Representative | FedEx Express |
> Lount
>> |
>>> Registered Office: Express House, Holly Lane, Atherstone, CV9 2RY |
>>> tnt.com [3] [1] and fedex.com [4] [2]
>>> 
>>> This message and any attachment are confidential and may be
>> privileged
>>> or otherwise protected from disclosure.
>>> If you are not the intended recipient, please telephone or email
> the
>>> sender and delete this message and any attachment from your system.
>>> If you are not the intended recipient you must not copy this
> message
>>> or attachment or disclose the contents to any other person
>> 
>> Links:
>> ------
>> [1] https://tnt.com
>> [2] https://fedex.com
> 
> Links:
> ------
> [1] https://www.tnt.com/
> [2] https://www.tnt.com
> [3] https://tnt.com
> [4] https://fedex.com