A common tale unfortunately....anyone who sells on the net has damaged goods from shipping.Insurance companies always deny clains,thats what they do.The last time i dealt with this problem i got the states attorney General office involved...the claim seemed to move along quicker if you follow me.
Speakers Damaged via FedEx, A Neverending Love Story
So here we are, my Focal 1028's were on their journey to new a new home. Insurance was purchased, so not to worry, I thought. Speakers we're boxed up with original packing materials and extra precautions for corner bumps and extra packing bubbles added for the final touch. The speakers showed up, severely damaged, cracked and chipped as if given a lovely toss off a loading dock and drug into the warehouse. But I had insurance, so not to worry....
This is where the fun has begun. Buyer was very very accommodating and understanding so I made my way to show them how I will support them through filing a FedEx claim as I had insurance. Well, low and behold claim was denied and they asked for more documentation of the boxes being shipped. Documentation provided. I follow up a few days later and am told it takes a week to process. I follow up 7 days later, claim was never opened as documentation wasn't up to their needs. Resubmitted and waited another week. Here we are, almost a month later still waiting for FedEx to work through their bureaucratic red tape. Buyer has now grown tired and filed a claim through PayPal with a dispute with FedEx not me as a swller. Not sure how that will work out, but he's been very patient so I can't knock him.
Any advice from speaker buyers or sellers who have dealt with this scenario with FedEx? I'm a patient one, but am trying not to fly off the handle at FedEx about this as I understand the pressures they are under at the moment, but this is becoming ridiculous. As bad as if sounds, a day later I got an offer for a local sale, but morally couldn't have canceled to the first seller. Ah, trying times.....
This is where the fun has begun. Buyer was very very accommodating and understanding so I made my way to show them how I will support them through filing a FedEx claim as I had insurance. Well, low and behold claim was denied and they asked for more documentation of the boxes being shipped. Documentation provided. I follow up a few days later and am told it takes a week to process. I follow up 7 days later, claim was never opened as documentation wasn't up to their needs. Resubmitted and waited another week. Here we are, almost a month later still waiting for FedEx to work through their bureaucratic red tape. Buyer has now grown tired and filed a claim through PayPal with a dispute with FedEx not me as a swller. Not sure how that will work out, but he's been very patient so I can't knock him.
Any advice from speaker buyers or sellers who have dealt with this scenario with FedEx? I'm a patient one, but am trying not to fly off the handle at FedEx about this as I understand the pressures they are under at the moment, but this is becoming ridiculous. As bad as if sounds, a day later I got an offer for a local sale, but morally couldn't have canceled to the first seller. Ah, trying times.....
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How unfortunate. I'm sorry to hear about this. FedEx needs to own up to it. The parcel was in their posession before it reached you. This is common sense, but far too often they fail to take responsibility. Just keep being persistent *not angry but seriously concerned* and something should work for you. Tell them you're shocked by this and you know they'll "make it right." Don't take no for an answer. I've seen shipping company employees toss boxes like beanbags - not a care in the world. After all, some or most of them are uneducated, broke, etc. so they figure - why bother? |
@missioncoonery I'd believe a states attorney will definitely speed things up. I've even heard of people contacting a local attorney. If this doesn't remedy itself by the end of the week I will definitely be contacting someone. @noromance from now on I definitely will. I thought the speakers weighing 90 pounds each box would prevent them from tossing the boxes around, but alas I've been proven wrong again. |
Here's a description of the hoops you have to jump through in order to obtain satisfaction. But at least this tenacious guy did! With Fedex no less. https://forum.audiogon.com/discussions/what-is-the-value-of-classe-p401/post?highlight=legal&postid=2249339#2249339 |
The claims process is miserable. If an item is damaged beyond repair and you are looking for the full value, it is very hard to get them to pay. Usually if it is a repair, the whole process is much easier but they very much depends on the valuation. That being said, you can't take too many photos of something getting packaged up. And make sure you photograph the box with no labels on it prior to shipping. They do take pictures of the box and if there is another label on it, claim will be denied guaranteed in case it is lost. |
I once bought a pair of Spendor D7's from TMR. They were in the original double box plus they rigged up a third box with some foam board inside and one sheet taped to the exterior (all snug). They showed up without any damage. As a hobbyist, it's difficult to find those 2nd or 3rd boxes without having to order 10 or so, but it's worth the extra cost not to have to deal with the claim. |
My experience is that they will deny any claims multiple times, no matter how clearly they are at fault. I think this is calculated (they employ actuaries after all) and effective, because most folks eventually just give up and go away. Contact your state’s attorney general’s office. Consumer protection, at least in my State (Minnesota) is part of what they do. In my case, the AG sent a letter on official letterhead, and all the doors magically opened. |
As an art dealer, I used to ship things all over the world via USPS, UPS and FedEx. FedEx was the worst and easily the hardest to deal with when there were issues. Their "insurance" policy is really a joke if you read the fine print. I always had second party insurance rather than trusting FedEx to settle any claims. |