Uh-Oh.... Shipped a bass... Fedex made a mess...

NickInMesa · #1 08-09-2010, 10:21 PM

Just got an angry PM from a buyer. I shipped a bass with plenty of bubble wrapping, chips, and what not, but they apparently dragged the box and it's got bad marks and maybe a ding (waiting for photos).

It was shipped via Fedex with insurance.

What recourse do we have?

sirpug · #2 08-09-2010, 10:28 PM

Contact Fedex and open a claim. If the pics are coming via email by tomorrow then I'd wait for them. I wouldn't wait too long to report the claim though since I think you only have a certain amount of time and I'm sure you can add the pictures to the claim later.

And make sure the buyer gets picks of the box too; hopefully he took some pics before he even opened it after he saw the damage.

NickInMesa · #3 08-10-2010, 09:30 AM

Is it the recipient or the sender who is supposed to open a claim?

I was under the impression it was his responsability, since he has the item and the box...

rappa29 · #4 08-10-2010, 09:32 AM

IIRC it's the sender's responsibility to file the claim.

There have been some real horror stories about the whole process. There are several extensive threads about shipping mishaps and claims. I'm sure people who have gone through it will chime in with their experience.

Good luck!

Pilgrim · #5 08-10-2010, 09:51 AM

YOU are the shipper - therefore the FedEx obligation is to you, not the recipient. You need to take action. Please advise the recipient to save ALL the packaging and take photos, then email them to you.

Mr wiggl3s · #6 08-10-2010, 10:07 AM

They pay the products worth, right? So he should be getting full value or resale value of the bass?

Will Kelly · #7 08-10-2010, 10:10 AM

^^^ Ha ha ha! No.

NickInMesa · #8 08-10-2010, 10:13 AM

It was insured for the price he paid.

It is possible the buyer is not happy with something he did not see in the photos but he claims damage (chip, scrapes) that were not there when I shipped the bass.

bassbrad · #9 08-10-2010, 10:52 AM

You will need the photos of the bass before shipping and perhaps a witness of the condition, copies of all the shipping documents. You should also have photos of the condition after delivery and I believe you need to file the claim. Be patient Fed Ex usually makes good but it may seem to take longer than necessary.

edbass · #10 08-10-2010, 10:57 AM

Quote:

Originally Posted by Pilgrim

YOU are the shipper - therefore the FedEx obligation is to you, not the recipient. You need to take action. Please advise the recipient to save ALL the packaging and take photos, then email them to you.

Sounds like you have lived this nightmare before.

To the OP; based on my experience what Pilgrim says is spot on. The shipper usually tries to suggest the package was improperly packed, regardless of how well it was packed.
Also in the future it's probably a good idea to take "before" pics as proof it wasn't damaged when you sent it, and some pics of the packaging before it's sent.
Good luck, I hope it works out without too much loss on your end.

Quote:

Originally Posted by Mr wiggl3s

They pay the products worth, right? So he should be getting full value or resale value of the bass?

Quote:

Originally Posted by Will Kelly

^^^ Ha ha ha! No.

Regretfully, even if FedEx admits blame, that usually just starts the "Let's Make a Deal" negotiations.

Quote:

Originally Posted by NickInMesa

It is possible the buyer is not happy with something he did not see in the photos but he claims damage (chip, scrapes) that were not there when I shipped the bass.

That may actually be the best case scenario. If you can work it out with the seller without involving the shipper you will probably save yourself massive headaches, money, and a lot of time.

This SRO was a FedEx debacle.

That speaker was bolted to a 1/4" piece of plywood under neath the foam that is visible under the speaker, and underneath the plywood was another 2" thick form fitting piece of foam. The top had 4" of foam on top of the magnet, foam as shown around the edges continuing up the sides of the box and the air gap around the frame was tightly filled with inflatable poly shipping bags.
The sealed box was tight as a drum, no wiggle room. The box was intact, but the magnet had penetrated evenly about 21/2" into the foam on top of it.
My guess is that it was dropped at least 5 or 6 feet onto a slab on it's top.

FedEx's verdict; inproperly packaged. It's not just FedEx, however. I've had similar situations wis UPS and USPS. The best I've used is BAX Global, no disasters with them... yet.

MNAirHead · #11 08-10-2010, 11:09 AM

I always assign collection rights to the buyer.. since they have the bass.. makes it tons easier.

yes before and after pix.

I always tell the buyer exactly how I'll package it -- it's then up to them to decide if they want to pay a pro to pack it different.

shipping problems are just a nature of statistics.....

T.

edbass · #12 08-10-2010, 11:26 AM

Quote:

Originally Posted by MNAirHead

shipping problems are just a nature of statistics.....

Absolutely. I didn't mean to infer that shipping issues were common; fortunately they are a rare occurance. They do seem to go in cycles though, no problems for a year or so and then two or three in a month, irrespective of the carrier.

Overall it's so infrequent, and claims are such a fruitless hassle that I don't insure anymore unless the other party requests it.

NickInMesa · #13 08-10-2010, 11:42 AM

Quote:

Originally Posted by MNAirHead

shipping problems are just a nature of statistics.....

T.

Except when you us a Peavey bullet case.

MNAirHead · #14 08-10-2010, 11:47 AM

Quote:

Originally Posted by NickInMesa

Except when you us a Peavey bullet case.

Zackly -- I have a double wall roto mold acoustic case.. it's not going anywhere.

The worst shipping times I've had are were they were boxed... seriously.

paulygonemad · #15 08-10-2010, 11:56 AM

Good advice in here.
I work in shipping. The most important thing is to start that claim right away and keep on it. Pics and packaging will help a ton. Don't expect Fed Ex to make it easy on you. They don't want to pay a dime, trust that.
good luck

**Staccato** · #16 08-10-2010, 12:05 PM

Yesterday, shipped a pedal, and insured for the amount paid by the buyer and an additional amount for the cost of shipping. Logic? Whatever I would have paid in shipping, and potentially refund the buyer would be the total!

If the buyer throws away packing material evidence, he's shooting you in the foot, and he's wreckless.

I've never had to make a claim--knocking on a wood table as I write this...

NickInMesa · #17 08-10-2010, 01:12 PM

Look up my ad (Squier VM fretless).

I also still have the 10MP photos on my cameras, but so far no call or pm back from the buyer.

edbass · #18 08-10-2010, 01:36 PM

Look on the bright side, even in the worst case scenario, at least it won't be a major hit.
Somewhere between $0 and $200; luckily it wasn't a Ric or a '62 P or something.

bassbrad · #19 08-10-2010, 01:48 PM

Quote:

Originally Posted by NickInMesa

Except when you us a Peavey bullet case.

Too true! I have had basses take all sorts of rough handling including a bouncing, twisting trip down a double set of fire escape stairs in one of those cases-no damage.

Bassamatic · #20 08-10-2010, 02:12 PM

I Believe that the claim must be opened by the recipient. The UCC specifies that title passes to the buyer as soon as the shipping company picks it up.

Either way, he must take a lot of pics of the bass and the packaging and contact Fed Ex immediately.