Bass damaged by UPS. Surprisingly easy claim experience, so far.

[tb-player]

Many of you may recall the NBD post for my Devon p5.51 5-string. It's one of the prettiest basses I've ever seen. Really spectacular.

Unfortunately, I just couldn't get on with the thickness and shape of the neck. It was a great feel but just not right for me. So I contacted the builder, Devon Smullen, to ask what my options were. Without hesitation, he said I could return it for a full refund. Amazing! What a good dude!

So I boxed it back up, as received, with all the bubble wrap and packing peanuts... packed tight and double-boxed. I got my UPS label through PirateShip and sent it back. When he received it, there was damage to the edge of the control panel cover... a small chip in the finish.

I was confused since it was packed so tightly (no it was not in a case). The damage makes no sense. But since I was the shipper, I agreed to pay for the repair and receive a refund for the difference. But I also decided to file a claim, since the box showed obvious damage; evidence as to where it had been dropped on its bottom corner.

Fortunately, I had purchased the full amount of insurance which is provided through ShipInsurance. I have submitted everything they requested to file the claim and am now awaiting the results of the claim.

I was genuinely surprised at how easy it was to file the claim. PirateShip's communication has been great. I'll update the result but it seems to be a positive experience so far... minus the bonehead manner, in which, UPS handled the double-boxed bass marked "Fragile."

 

[Katoosie]

Must have somehow disloged itself in the packaging and got dropped really hard on the side, perhaps?

Just spitballin' here.

Anyway, I hope you get this resolved

 

[tb-player]

Must have somehow disloged itself in the packaging and got dropped really hard on the side, perhaps?

Just spitballin' here.

Anyway, I hope you get this resolved

Thanks. The original packaging included packing peanuts. I used them on the return. They may have shifted even though they were tightly packed. The bass was definitely dropped though. The outer box had a Big Crunch on that corner.

I guess the other lesson to learn is, never ship a bass without a case or a protective gig bag.

 

[nonohmic]

I'm surprised Devon didn't ship with a case in the first place.

 

[tb-player]

I'm surprised Devon didn't ship with a case in the first place.

He has since changed that policy. Lesson learned.

 

[friskinator]

Filing a claim is one thing. Getting paid is another. I hope that goes as smoothly for you.

 

[turf3]

I don't want to be a buzzkiller, but the process hasn't been easy till an actual check for the correct amount is in the hand of the correct person. It's that "last mile" that is usually the thing that defeats my interactions with giant bureaucracies and customer service.

 

[tb-player]

I don't want to be a buzzkiller, but the process hasn't been easy till an actual check for the correct amount is in the hand of the correct person. It's that "last mile" that is usually the thing that defeats my interactions with giant bureaucracies and customer service.

Yeah. I guess this is a 'so far so good' kind of situation. Pirate Ship has emailed me updates consistently. They say I'll have a final answer (and hopefully a deposit in my Paypal account) by next week. I'll update when I find out.

 

[Chrisk-K]

I was genuinely surprised at how easy it was to file the claim.

One can file any kind of insurance claim. The toughest part is to get the claim approved and receive money. I hope you get the money.

 

[RGerhart]

I follow Devon on IG and saw his post about it, bummer!

I ordered a custom bass from Devon a couple years back and also found the neck of the bass to be a little hard for me to adapt to. What I later came to the conclusion was that it was the rolled edges on the fretboard that irritated me. I like to have a little bit of an edge, for some reason.

Anyway, Devon is a great guy, and builds quality basses. He also (frequently) complains about carriers in the US damaging basses, which is kind of a bummer if you're a luthier I can only imagine.

Best of luck with the claim, though. Maybe you'll get a nice Christmas present in the mail soon.

 

[KenD]

It has been my experience (twice) that it's the shipper who has to file the claim, not the consignee.

 

[MIMike]

Make sure Devon keeps the box and packaging materials. UPS may want to inspect the container and contents before paying out any claim. They may reject the claim and call it "insufficient packaging". Make sure you are prepared to appeal that ruling and don't let them off the hook too easily.

 

[yodedude2]

Must have somehow disloged itself in the packaging and got dropped really hard on the side, perhaps?

Just spitballin' here.

Anyway, I hope you get this resolved

i bet something heavy got dropped onto the bass box.

 

[Indiana Mike]

I remember something about counting chickens.

Good luck hope it goes well.

 

[Ostie]

Packing peanuts are worthless. And bad for the environment. Lacking a HS case, the entire bass should be wrapped in bubble wrap. I like to use foam as a box liner, especially on the butt and headstock. Peanuts can shift around. Air pads are worthless too. Ever notice how many are deflated? And they can pop in transit.

 

[Bikeguy57]

A custom built upscale bass shipped without even a Gig Bag? Mr Devon likes to live dangerously!!

 

[JTE]

Make sure Devon keeps the box and packaging materials. UPS may want to inspect the container and contents before paying out any claim. They may reject the claim and call it "insufficient packaging". Make sure you are prepared to appeal that ruling and don't let them off the hook too easily.

Or the Reader's Digest version. UPS >>WILL<< deny the claim due to insufficient packaging, and deny any subsequent requests for review.

Tire tracks across the box so the quality hardshell case is broken as well as the neck of a new Guild Pilot ca 1994, and it did not even make it out of Westerly, RI, the location of Guild's factory, but still "insufficient packaging." I spent 11 years in MI retail, then 20 in third-party logistics, and UPS absolutely never has admitted they have ever been at fault.

 

[ShadowGroover]

The money you "saved" using pirateship was likely lost in shipping damage. You had no insurance with UPS, and they treated your large package as if it had no value, since you paid zero for their insurance. You also paid zero for them to ship your package, so they cared even less when they handled it, seeing a pirateship label. The pirateship business is aptly named from UPS perspective, and they are very happy to sink that ship.

 

[Bikeguy57]

The money you "saved" using pirateship was likely lost in shipping damage. You had no insurance with UPS, and they treated your large package as if it had no value, since you paid zero for their insurance. You also paid zero for them to ship your package, so they cared even less when they handled it, seeing a pirateship label. The pirateship business is aptly named from UPS perspective, and they are very happy to sink that ship.

Completely false. Maybe do a little research before making baseless claims.

 

[DWBass]

I haven't shipped a bass in years (got too expensive). When I did, I packed that thing so well that if it did sustain damage of any kind, it WAS intentional. I have years of experience in shipping. Bubble wrapped the bass before putting it in a gig bag. Then bubble wrapped the gig bag and peanutted the space inside the box. Marked extremely fragile and handle with care all over the box. The only way to sustain any damage is if they took the package and slammed it down hard or dropped it off a roof somewhere. And of course, always pay for insurance.

I'm sorry that happened to you. I just don't get why shippers abuse folks packages like that!!