(09-16-2022, 12:56 PM)mothered Wrote:

(09-16-2022, 12:42 PM)pxl_rip Wrote: Just to be sure I will ask in reply to their email as you said, am I right?

Correct.

It will keep all correspondence In the one place.

(09-16-2022, 12:42 PM)pxl_rip Wrote: And in a first email i have to tell them only that i noticed the package was damage.
Only if they do not move on, in the following email i have to ask photographic evidence?

Absolutely spot on.

(09-17-2022, 09:34 AM)pxl_rip Wrote: Did it.
They answered that will ask to the relevant department to investigate about this issue again.

Quote: provide photographic evidence of the package condition at the time It was delivered to your address.

(09-17-2022, 11:04 AM)mothered Wrote:

(09-17-2022, 09:34 AM)pxl_rip Wrote: Did it.
They answered that will ask to the relevant department to investigate about this issue again.

Good.

They'll most likely avoid your request and come up with some type of nonsense, so be sure to always remain adamant with this:

Quote: provide photographic evidence of the package condition at the time It was delivered to your address.

(09-17-2022, 11:08 AM)pxl_rip Wrote: Ok, but i will keep You updated with every new information that comes up. For now thank You so much.

(09-17-2022, 12:31 PM)mothered Wrote:

(09-17-2022, 11:08 AM)pxl_rip Wrote: Ok, but i will keep You updated with every new information that comes up. For now thank You so much.

You're most welcome.

I shall await updates.

(09-22-2022, 11:16 AM)pxl_rip Wrote: I'm so sorry to bother but I wanted to ask a question.

(09-22-2022, 11:16 AM)pxl_rip Wrote: I received their last email saturday stating that the investigation required five to seven days.
I know this timeframe hasn't passed yet, but if they do not come back with an answer how long can i wait before contacting them?

(09-22-2022, 11:16 AM)pxl_rip Wrote: And contacting them again just to hurry things up before their response could lead to a better outcome?

(09-22-2022, 11:16 AM)pxl_rip Wrote: Sorry again for bothering and thank you so much for your help

(09-22-2022, 12:18 PM)mothered Wrote:

(09-22-2022, 11:16 AM)pxl_rip Wrote: I'm so sorry to bother but I wanted to ask a question.

No problem whatsoever.

(09-22-2022, 11:16 AM)pxl_rip Wrote: I received their last email saturday stating that the investigation required five to seven days.
I know this timeframe hasn't passed yet, but if they do not come back with an answer how long can i wait before contacting them?

If they don't reply precisely on the last day of the Investigation, In this case on the 7th day, contact them on that day.

(09-22-2022, 11:16 AM)pxl_rip Wrote: And contacting them again just to hurry things up before their response could lead to a better outcome?

The amount of times you contact them, will not change the outcome - their decision Is purely based on their findings/assessment of the Investigation.

(09-22-2022, 11:16 AM)pxl_rip Wrote: Sorry again for bothering and thank you so much for your help

No need to apologize, It's my pleasure to be of help.

(09-24-2022, 09:33 AM)pxl_rip Wrote: Today is the last day and still no contact by them so I contacted but they responded the investigation is still going and I will be contacted when it is finished.

(09-24-2022, 09:33 AM)pxl_rip Wrote: EDIT: until now i didn't asked for evidence as you suggested. i'm waiting for investigation result

(09-24-2022, 11:11 AM)mothered Wrote:

(09-24-2022, 09:33 AM)pxl_rip Wrote: Today is the last day and still no contact by them so I contacted but they responded the investigation is still going and I will be contacted when it is finished.

Due to the amount of details that need to be collected and assessed, Investigations can take longer than expected.

Contact them every few days or so asking where your claim stands.

(09-24-2022, 09:33 AM)pxl_rip Wrote: EDIT: until now i didn't asked for evidence as you suggested. i'm waiting for investigation result

Yes of course, that's the way It should be done.