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Date: Thu, 29 Jun 2023 10:15:53 +0100
From: hello@expressmusic.co.uk
To: Sales <sales@expressmusic.co.uk>
Subject: Fwd: Re: [EXTERNAL] Re: Consignment 140196011
In-Reply-To: <FTf6u000000000000000000000000000000000000000000000RWZ0E700_Xtj4bzHR7Cnq2NvVD85iQ@sfdc.net>
References: <38cc56d7e02de84fa564988e779b6018@expressmusic.co.uk>
 <FTf6u000000000000000000000000000000000000000000000RWZ0E700_Xtj4bzHR7Cnq2NvVD85iQ@sfdc.net>
Message-ID: <b3c2218beaae0b8c637ed0a7b2040162@expressmusic.co.uk>
X-Sender: hello@expressmusic.co.uk
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Details of TNT claim amount below.

lost Cort guitar = £60

-------- Original Message --------
Subject: Re: [EXTERNAL] Re: Consignment 140196011
Date: 2023-06-28 16:58
 From: TNTUK Customer Care <uk@tnt.com>
To: "hello@expressmusic.co.uk" <hello@expressmusic.co.uk>



Hello Harriett,

I am sorry that I am contacting you later than initially advised, and I
am writing with regards to your claim in respect of consignment
140196011.

Again, please accept my apologies on behalf of FedEx Express UK for the
Loss of your goods and for the inconvenience that this has caused you.

I can confirm that the sum of £60.00 will be issued as full and final
settlement on receipt of the Claim form. To advise the Claim Form will
be issued in a separate email and if not received within the next 24
hours please contact us.

This sum represents our contractual liability in accordance with our
terms and conditions of carriage.

Due to the goods not having been sent with enhanced liability, your
level of cover is £15.00 per KG in weight. When this shipment was
booked, you declared the weight of the goods to be 4KG, this would
equate to 4 x £15.00 equalling £60.00 for the claim amount.

I will now close this case; this email chain will not be monitored.

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: 27/06/2023 11:25
To: uk@tnt.com
Subject: Re: [EXTERNAL] Re: Consignment 140196011

Hi Joanne,

Are you able to confirm this was paid yesterday as promised? We need to
refund our customer.

Kind Regards,
Harriet

On 2023-06-23 16:20, TNTUK Customer Care wrote:
> Hello Harriet,
> 
> Sorry I have not been able to process your claim earlier, I will
> process this on Monday 26.06.2023 no later than 17:30.
> 
> Have a good weekend
> 
> Best Regards
> 
> Joanne Garner | Customer Care Representative | FedEx Express | Lount |
> Registered Office: Express House, Holly Lane, Atherstone, CV9 2RY |
> tnt.com [1] and fedex.com [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
> 
> --------------- Original Message ---------------
> From: [hello@expressmusic.co.uk]
> Sent: 23/06/2023 12:30
> To: uk@tnt.com
> Subject: Re: [EXTERNAL] Re: Consignment 140196011
> 
> We are still waiting for an update on this please....see attachment
> and
> below email.
> 
> It is very important we get this sorted as our customer is waiting for
> his refund!
> 
> On 2023-06-21 15:10, hello@expressmusic.co.uk wrote:
>> Hi Jermaine,
>> 
>> Please see attachment of filled out form.
>> 
>> Kind Regards,
>> Harriet
>> 
>> On 2023-06-21 15:00, TNTUK Customer Care wrote:
>>> Good afternoon Harriet,
>>> 
>>> I am sorry to inform you that I can not accept the document
> provided
>>> as it isn't the cost invoice
>>> 
>>> Can you provide a copy of the invoice showing the cost value
> please,
>>> this shouldn't include profit or VAT(This should be from the
>>> manufacturer to EXPRESS MUSIC [1])
>>> 
>>> If you can not provide the cost invoice, please can you complete
> the
>>> attached document.
>>> 
>>> Once I have the Invoice I will be able to process a claim.
>>> 
>>> Could you please provide this information by 15:00 tomorrow
>>> 
>>> You will be contacted again by 18:00 tomorrow if I have not
> received a
>>> response from you.
>>> 
>>> I apologise for any inconvenience caused.
>>> 
>>> Best Regards
>>> 
>>> Jermaine Jack | Customer Care Representative |Lount | FedEx Express
> |
>>> Registered Office: Express House, Holly Lane, Atherstone, CV9 2RY |
>>> tnt.com [1] [1] and fedex.com [2] [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
>>> 
>>> --------------- Original Message ---------------
>>> From: [hello@expressmusic.co.uk]
>>> Sent: 21/06/2023 14:38
>>> To: uk@tnt.com
>>> Subject: Re: [EXTERNAL] Re: Consignment 140196011
>>> 
>>> Hi Joanne,
>>> 
>>> Any conclusion on our payout yet? We are waiting to refund our
>>> customer
>>> for your mistake
>>> 
>>> Kind Regards,
>>> Harriet
>>> 
>>> On 2023-06-20 16:22, hello@expressmusic.co.uk wrote:
>>>> See attached invoice showing till receipt from the date we
> purchased
>>>> the
>>>> guitar in part exchange at a cost of £200. If you need any more
>>> info
>>>> let
>>>> me know. We are back in the shop tomorrow 11am.
>>>> 
>>>> 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 [3] [3] [2] [1] to ensure your case is reopened.
>>>>> 
>>>>> For detailed tracking and to manage all your shipment
> requirements,
>>>>> please visit our website www.tnt.com [3] [3] [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 [1] [1] [3] and fedex.com [2] [2] [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: 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 [3] [3] [2] [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 [1] [1] [3] [3] and fedex.com [2] [2] [4] [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 [1] [1] [3] [3] and fedex.com [2] [2] [4] [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 [1] [1] [3] [3] [1] and fedex.com [2] [2] [4] [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
>>> 
>>> Links:
>>> ------
>>> [1]
>>> https://tnt.lightning.force.com/lightning/r/a0a24000004vXOEAA2/view
>>> [2] https://www.tnt.com
>>> [3] https://tnt.com
>>> [4] https://fedex.com
> 
> Links:
> ------
> [1] https://tnt.com
> [2] https://fedex.com
> [3] https://www.tnt.com

Links:
------
[1] https://tnt.com
[2] https://fedex.com
[3] https://www.tnt.com
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