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88 posts

Master Geek

# 205480 15-Nov-2016 11:47
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I've recently sold a golf club on trademe and sent it where it was damaged by nzpost and they are refusing to provide insurance stating that the golf club was not packaged sufficiently, was a fragile item and needs to be packaged to survive a 1.2m drop.


The golf club was packaged in a proper golf club cardboard box and the head bubble wrapped, they are claiming there was only paper in the bottom of the box. I'm kind of stunned as this type of golf club is designed to be swung in excess of 100mph and is not fragile unless mistreated i.e. thrown aggressively. And even so a cardboard box would prevent denting and major gauging of the club head, especially if their standard is for it to survive a 1.2m drop as they've stated...


Anyone had any experience with insurance being denied by nzpost and having the decision overturned?


Also what would be acceptable action between us traders since nzpost are not playing ball? Would a 50/50 split on the purchase price be fair?



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655 posts

Ultimate Geek

  # 1671262 15-Nov-2016 13:03
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This sounds dumb - poor form on NZPost for not paying out :(




FWIW I would have thought that the contract for the delivery of the goods is between you and NZPost; so up to you to work with NZPost to get that sorted. From the purchasers perspective they should not be out of pocket at all - their contract was with you for the gold club, not the carriage of goods. 

809 posts

Ultimate Geek
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  # 1671511 15-Nov-2016 18:33
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Take it to Disputes Tribunal. Just because they are a large organisation doesn't mean you can't. I did with HP once


22640 posts

Uber Geek


  # 1671515 15-Nov-2016 18:37
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Depends if you are in trade or not.


In trade, you need to provide a full refund to the customer and arrange collection of the broken item at your expense if it is with the customer.


Not in trade it seems that people can get away with leaving the buyer out of pocket with no goods and have no comeback, but really you should be taking responsibility and doing the full refund as well.


2971 posts

Uber Geek

  # 1671552 15-Nov-2016 19:40
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As above, if you're in trade you'll need to collect from customer and refund/replace. Normally you need to invoice NZ Post/CourierPost for the claim if it's approved, usually at the cost the business paid not what the customer was charged by you. The only time I've had one of these claims turned down at work was when we sent glass which they never cover, I recommend you push back again and if they don't come to the party take it to Disputes Tribunal. 


Do you have the golf club in your possession at the moment? If so take lots and lots of photos, document everything. 

2133 posts

Uber Geek

  # 1671583 15-Nov-2016 21:18
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I'd be keen to see some photos of the damage. As an ex employee, I can potentially identify how the damage occurred.

Location: Dunedin


88 posts

Master Geek

  # 1671590 15-Nov-2016 21:30
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88 posts

Master Geek

  # 1671592 15-Nov-2016 21:34
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Uber Geek

  # 1671593 15-Nov-2016 21:35
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You may still have protection under the CGA for 'services'

88 posts

Master Geek

  # 1671595 15-Nov-2016 21:46
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