NZ Post Customers Services

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lousietoby95

2 posts

Wannabe Geek

#141225 5-Mar-2014 12:54

Hi,

I sent a phone by express post to Canada ! The post said me it's gonna arrive in 4 days !
I send it on the 20 january and we are the 5th March ! They didn't find the first adress,
I gave a second one and they ask to pay 150 canadian dollars fees ! Now it's back in New Zealand from 2 weeks !

I tried everything to have it back, I called them a thousand times, every day ! They always forgot to process my application ! I always have to call them back to ask to do it now ! They always appolagize but don't do anything to be better !

Now after more than one month , they finally say that it's at the post office and I'll have to pay a minimum of 50 NZ dollars ! I just can't believe it !

I sent my Iphone to Amerca to repair it because it's an american model and there is no Official Apple Store in NZ. My 1-year warranty is over since the 3rd of March now, because of the post, I have to buy a new one !

Does anybody knows if the post insurance may concider this kind of problem ?

Thx

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Elpie

1304 posts

Uber Geek

#999915 6-Mar-2014 01:00

lousietoby95: Hi,

I sent a phone by express post to Canada ! The post said me it's gonna arrive in 4 days !
I send it on the 20 january and we are the 5th March ! They didn't find the first adress,
I gave a second one and they ask to pay 150 canadian dollars fees ! Now it's back in New Zealand from 2 weeks !

This has nothing to do with NZ Post. All items valued over CAD$60 are charged duty and taxes plus a brokerage fee. This is charged by Canada and Canada Post arranges the collection of these charges. These have to be paid by the recipient before the parcel is delivered to them. If they weren't expecting your phone or they didn't want to have to pay the customs import charges then they would refuse payment and the item would be sent back to New Zealand. It sounds very much like this is what happened with your phone. If they had accepted it and then repaired it and sent it back then they have to pay fees again to export it. You could have also found yourself having to pay import fees to New Zealand.

I don't think you will get anywhere if you try to claim against NZ Post because it was your responsibility to send the phone to the right place and to know what fees needed to be paid.

If Apple told you to send your phone there then you should complain to Apple. I've never heard of Apple asking for returns to be sent to Canada or the US though. There are repairers in NZ and the nearest official Apple store is in Australia, not North America. Apple also has a worldwide warranty and doesn't usually expect people to send their devices half way across the world.

Kyanar

4089 posts

Uber Geek

ID Verified

Trusted

#999961 6-Mar-2014 09:05

Elpie:
lousietoby95: Hi,

I sent a phone by express post to Canada ! The post said me it's gonna arrive in 4 days !
I send it on the 20 january and we are the 5th March ! They didn't find the first adress,
I gave a second one and they ask to pay 150 canadian dollars fees ! Now it's back in New Zealand from 2 weeks !

This has nothing to do with NZ Post. All items valued over CAD$60 are charged duty and taxes plus a brokerage fee. This is charged by Canada and Canada Post arranges the collection of these charges. These have to be paid by the recipient before the parcel is delivered to them. If they weren't expecting your phone or they didn't want to have to pay the customs import charges then they would refuse payment and the item would be sent back to New Zealand. It sounds very much like this is what happened with your phone. If they had accepted it and then repaired it and sent it back then they have to pay fees again to export it. You could have also found yourself having to pay import fees to New Zealand.

I don't think you will get anywhere if you try to claim against NZ Post because it was your responsibility to send the phone to the right place and to know what fees needed to be paid.

If Apple told you to send your phone there then you should complain to Apple. I've never heard of Apple asking for returns to be sent to Canada or the US though. There are repairers in NZ and the nearest official Apple store is in Australia, not North America. Apple also has a worldwide warranty and doesn't usually expect people to send their devices half way across the world.

While this is all true, one of the options for reason for sending goods on the declaration is "Returned Goods" which would not incur customs charges (provided some evidence such as an RMA number was included on the outside of the box). It's certainly not NZ Post's responsibility to ensure you correctly declare goods you're sending.

OP; the $50 charge when it was returned was because if goods are rejected/returned by the foreign carrier, you agreed when you filled in the customs declaration that you would be liable for postage charges on the return leg of the carriage as well - and you were even warned that the cost of which may exceed the original postage in the first place.