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Topic # 154761 6-Nov-2014 20:48
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I shipped two parcels to Canada through NZ Post's courier service. These cost me $516 but I had to send by courier and NZ Post Courier using DHL was a little less expensive than the alternatives. The parcels couldn't go by mail because of the way Canadian post customs brokerage works. 

 

 

 

So, I duly completed the appropriate customs and import forms for sending by courier and off they went. But NZ Post, after taking my money and selling the courier service, sent them on by standard mail. As a result, it cost CAD$600 to collect the parcels at the other end. Ordinary post has a different type of customs clearance and takes no notice of courier documentation. So, they didn't know (or care) that my boxes were not subject to duty. The money has to be paid within 10 days or they send the boxes back to NZ. Once paid, I can submit my import paperwork (which is all in the boxes anyway, if they bothered to open them), complete a form, and wait 12 months for a determination as to whether I get a refund. 

 

NZ Post says they "made a mistake" but because the parcels arrived at their destination they have completed their contract and I am not entitled to a refund of the difference between the courier cost and standard mail fee. They also said they often send by standard instead of courier and people rarely complain. 

 

Nothing to do but apply for the refund in Canada but, damn, I am angry at NZ Post's attitude. 

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  Reply # 1170330 6-Nov-2014 21:04
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NZ Post says they "made a mistake" but because the parcels arrived at their destination they have completed their contract and I am not entitled to a refund of the difference between the courier cost and standard mail fee.


Hmmm made a mistake or it more likely seems to me they committed fraud, selling you one service and provided an inferior service.  "We do this often" doesn't justify their actions, in fact it makes things worse for them. I'd be talking to someone like the Commerce Commission.  NZ Post should be paying the $600CAN.  If they'd provided the service you paid for you wouldn't be in this pickle.  NZ Post should be putting things right.

What about the Consumer Guarantee Act does it cover this sort of thing?




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  Reply # 1170354 6-Nov-2014 21:36
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I'd disagree with NZ Post.

They contracted to send them by courier and did not. They broke the contract by not delivering the service you paid for.





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  Reply # 1170367 6-Nov-2014 21:51
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NZ courier? or NZ post I thought they were different


arent the parcels covered by insurance cover? I recall they covered
up to $1000 when I send pre-paid bags


considering NZ post hardly gets letters now and its all parcels

they need to do a better job in that area.. Im sick of this
thing about ion batteries in products being returned..


for god sake.. a small battery in a BT headset was rejected

considering most parcels now will be electronics and all have some
form of batteries

ion batteries have changed over the years.. its very hard to
over charge or short and get to blow up.. you have to rip them open.

ps remember that thing on fair go recently too..

about CAN send live leeches but cant send vouchers in the post.
or was it a collectable from a store promo or both?
if you agree to wave damage or lost of item or buy extra insurance then the person should be able to send it

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  Reply # 1170369 6-Nov-2014 21:58
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But they haven't fully arrived at their destination have they? Leave it for 10 days so they get returned, then NZ Post can send again via courier.




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  Reply # 1170391 6-Nov-2014 22:44
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kiwigeek1: NZ courier? or NZ post I thought they were different



CourierPost, Pace, Contract Logistics and Roadstar, are all part of NZ Post subsidiary Express Couriers, which has a strategic relationship with DHL. DHL handles the documents and small parcels side, as I understand it. 




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  Reply # 1170393 6-Nov-2014 22:47
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coffeebaron: But they haven't fully arrived at their destination have they? Leave it for 10 days so they get returned, then NZ Post can send again via courier.

 

I don't want them coming back here because there's a good chance they would arrive after I've left. You are right though - I paid for service to the door and they never got to the door. They are being held until the duty is paid and if not paid in time, they come back. 

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  Reply # 1170397 6-Nov-2014 23:17
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Elpie:
kiwigeek1: NZ courier? or NZ post I thought they were different



CourierPost, Pace, Contract Logistics and Roadstar, are all part of NZ Post subsidiary Express Couriers, which has a strategic relationship with DHL. DHL handles the documents and small parcels side, as I understand it. 



Roadstar is not, actually.  And you left out New Zealand Post's Australian arm (yes, it has one).

Did you send by courier, or by international express courier?  There's a huge difference between each of them.  One of them is an actual door to door courier service, the other is EMS in disguise.

sxz

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  Reply # 1170451 7-Nov-2014 08:29
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 but because the parcels arrived at their destination they have completed their contract and I am not entitled to a refund of the difference between the courier cost and standard mail fee. They also said they often send by standard instead of courier and people rarely complain. 

Nothing to do but apply for the refund in Canada but, damn, I am angry at NZ Post's attitude. 


This is not how contract law works. If you've described the process right, and it is NZ Posts fault you've been charged CN$600 - it's entirely on them (although you may have to pursue them for it.).  Disputes tribunal, fair go etc.  Part of your contract was to send by courier, which (if I am reading rightly) would mean no customs issue at the end.  they have not performed the contract, or they have modified the contract without your consent, which has caused you loss.

Next step: you need to be absolutely confident your approach is correct and that you have only suffered loss through NZ Posts actions.  Then follow up with them in writing, then go to the disputes tribunal if necessary.




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  Reply # 1170530 7-Nov-2014 09:34
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Kyanar:
Elpie:
kiwigeek1: NZ courier? or NZ post I thought they were different



CourierPost, Pace, Contract Logistics and Roadstar, are all part of NZ Post subsidiary Express Couriers, which has a strategic relationship with DHL. DHL handles the documents and small parcels side, as I understand it. 



Roadstar is not, actually.  And you left out New Zealand Post's Australian arm (yes, it has one).

Did you send by courier, or by international express courier?  There's a huge difference between each of them.  One of them is an actual door to door courier service, the other is EMS in disguise.


The convo went like this:
"I want to send these two parcels by courier to Canada"
"You have option A, which is a door to door service handled by DHL, or Option B which is also door to door but is designed for documents and letters and is therefore more expensive if you send parcels".
"I'll take the DHL service thanks".

I was then duly given the paperwork for courier and courier labels were put on the parcels. I was told it would arrive at the door in Montreal in 2-4 days and someone needed to be there to sign for it or a card would be left & they would need to go to a depot.

Two weeks later, a card was left in Montreal saying Canada Post had two parcels and that duty was owing. They had to be collected from the post office and could only be uplifted on payment of the $600 duty.

I have no claim against NZ Post for the CAD$600 because they contract out of any responsibility for duty, as they should. I would not have been charged duty if they had gone via courier but the only financial claim I would have is the difference between the courier service I paid for and the standard mail service I got. 

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  Reply # 1170540 7-Nov-2014 09:47
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Looks like you are in a bind but, wow, what expensive 'postage'. 

Just thinking, if the goods were dutiable under Canadian regs, how come they were effectively not dutiable if sent by courier? 



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  Reply # 1170543 7-Nov-2014 09:58
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Yeah, Why are they subject to Duty if sent through Canada Post but not through a courier?

Still, poor form by NZ Post. That's a story Fair Go would like.

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  Reply # 1170555 7-Nov-2014 10:08
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Tell them you will see them in the Disputes Tribunal

 

 

http://www.justice.govt.nz/tribunals/disputes-tribunal

 


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  Reply # 1170588 7-Nov-2014 10:23
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I have no claim against NZ Post for the CAD$600 because they contract out of any responsibility for duty, as they should. I would not have been charged duty if they had gone via courier but the only financial claim I would have is the difference between the courier service I paid for and the standard mail service I got.


Under normal circumstances I would agree, except NZ Post by varying the standard of service without your agreement has cost you in extra charges. It doesn't matter what those charges are.  Their mistake/negligence has cost you money they should pay.

The fact they haven't even offered to refund the difference between what you asked for and what they provided is shameful.  However I'd accept nothing less that the extra you've had to pay.

I would be having a very robust discussion with a senior manager explaining what you intend to do if they don't sort things out.

As I said in an earlier post, what NZ Post has done is basically fraud, charged for one service but provided a lesser service.




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  Reply # 1170595 7-Nov-2014 10:31
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trig42: Yeah, Why are they subject to Duty if sent through Canada Post but not through a courier?

Still, poor form by NZ Post. That's a story Fair Go would like.


I don't think the status of the goods changes it's just how they're handled on arrival. From what I understood from the OP,  one carrier provides the required info on the goods to the Canadian Customs Service and in this case no duty is payable, the other carrier doesn't provide info on the goods and duty is paid to release the goods, this duty can be claimed back later if it's proven no duty is payable.




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  Reply # 1170619 7-Nov-2014 11:00
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If it takes a year to sort out it is the Canadians that need the blast. How can you take money seriously when the $ is known as a "Loonie".

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