Lol frickn love your use of gifs DJ...
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Resolved: Reverb woes
- Thread starter 9c1ny
- Start date
" And don't spend the money until the buyer receives the item and is satisfied. " Probably the best advice given in this entire thread.
I think it's entirely reasonable to expect it to get there safely. And it's reasonable to expect the insurer to do something about it if it doesn't. The problem is that the insurer has its own terms and will likely hold you to those.
I think the problem I have most with this transaction is it is clearly self insured by reverb (I think most reasonable people would agree that this has been established) even by thier own responses, also the extent of replacement value meaning was an exlusive item of 1 of 27 in the world not a run of the mill mass produced instrument...Wonder how much the value of the Rick exclusive Montezuma SPC run of 27 increases as it is now 1 of 26 in this particular scenario I don't believe the OP can be made whole with a repair option...can reverb hide behind the small print? probably but to the extent of losing how many reverb customers (several by this thread alone) is it a wise longterm business plan, I think not.
I have followed the thread as well. For the last several years I have assisted customers with claim submission and when necessary, claim resolution. I certainly understand your frustration. Particularly regarding the uniqueness of the bass. My take is that, based on that last email, they are advising you that there is not enough information at this time to make a determination. They are not ruling out a total loss but can't make that determination, just like you mentioned regarding the pictures sent. Keep in mind these sorts of products ( insurance of any kind) are highly regulated. If the instrument can be repaired, their Terms and Conditions require that it is. If it cannot be then I don't imagine that they would not pay the claim. I do understand the hardship this has put you under. I am only saying that, and it is meant to be kindly, till they have a diagnosis/estimate no determination can be made. They have to abide by the Terms and Conditions.
They have agreed to pay the shipping, and the bench fee and have acknowledged your agreement covers return shipping damage.
I would strongly suggest, as someone who has been on the other end of these issues, that you continue a dialog with them and try to remain as professional as possible. The people helping you will appreciate it. I always did my best to resolve claims that were adjudicated incorrectly and I have fixed plenty regardless of the customers level of frustration or how they directed it. Give them a chance. I would also suggest mentioning the case in terms of the return shipment. Perhaps they will cover the cost of a new one prior to shipping. I would also want to know if the shipping and diagnostic fees they covering would come from the total coverage amount. In other words is 2,500 the limit of liability for any claim. Search Limit of Liability in the agreement. Edit: I reviewed there T&C's but could not determine if the 2500 was the limit of liability.
Hope this helps a little, that is certainly my intent and I wish you well
They have agreed to pay the shipping, and the bench fee and have acknowledged your agreement covers return shipping damage.
I would strongly suggest, as someone who has been on the other end of these issues, that you continue a dialog with them and try to remain as professional as possible. The people helping you will appreciate it. I always did my best to resolve claims that were adjudicated incorrectly and I have fixed plenty regardless of the customers level of frustration or how they directed it. Give them a chance. I would also suggest mentioning the case in terms of the return shipment. Perhaps they will cover the cost of a new one prior to shipping. I would also want to know if the shipping and diagnostic fees they covering would come from the total coverage amount. In other words is 2,500 the limit of liability for any claim. Search Limit of Liability in the agreement. Edit: I reviewed there T&C's but could not determine if the 2500 was the limit of liability.
Hope this helps a little, that is certainly my intent and I wish you well
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I think it appears to be insured through the shipping company, but Reverb handles the paperwork for you. If you look here, there are different timelines for items shipped via different methods, which wouldn't be the case if they self-insured.
How Does Reverb Safe Shipping Work?
From your supplied link . I don't see how this could be any more clear or transparent.
- If the item is repairable after shipping damage, Reverb reserves the right to cover the cost of repairs in lieu of a full claim payout to the seller, so the item can be re-sold.
As I said in previous post to the OP have reverb show you the proof it was in fact insured by them through the carrier. If they can't or won't you'll know why. $$$
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It's pretty much irrelevant.
Ok, so where's the metrics that determine repair vs replace?
Does it depend on functionality? Percentage of value?
Are vintage instruments treated differently than New?
What keeps it fair so someone doesn't get a full pay out on a paint chip but someone else is forced in to a headstock repair?
When I hear ' repair' I think of things like a broken trem arm, a broken toggle switch, a bent snare stand, a cut power cord , a small dent or ding on a well loved lower dollar guitar etcetera
Not a potential refinish on a brand new limited finish guitar
It's up to Reverb: "Reverb reserves the right"
Perhaps a factor if it goes to arbitration. Anyway I got no skin in this game just hate to see the customer (the OP) go through this on bass he sold a month ago and no longer owns...
$ and merch has changed hands, my understanding reverb 'released' the funds to the OP and the buyer unfortunately (perhaps not his fault) took custody of a damaged package with GIANT hole in it and cardboard from the outter box shoved through and stuck into the hard case itself most likely by a forklift while in the custody of the shipper, it were my transaction it would be a done deal.
Edit: Oh and I'm done goin back forth, good luck OP. Wish you all the best...reverb safe shipping. Pffft!
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Yes, at the very least Reverb needs to factor in the depreciation of the instrument after the repair. For instance, it may cost only $400 to refin a 1964 Jazz Bass after being damaged, but it can and will devalue the bass by multiple thousands. I recommend discussing this in particular with them, and as long as Reverb agrees to pay not only for the repair, but the depreciation too, then I would be ok with that personally. However, it may be difficult to gauge the exact depreciation on this limited edition bass... whereas on a vintage bass you can easily compare sold listings of 100% originals vs. refins and determine that a refin devalues the bass by approx. 40%).
I just had a bass delivered "signature required" and it was just left outside my door.
Every bass I've had requiring a signature in the past 10 months has been left without so much as a knock , one at a house 2 streets over, thankfully a nice honest neighbor promptly brought it over
If it was from reverb that is against thier policy...Signature Requirement is required on all labels with Reverb Safe Shipping on orders above $100.
That's why I stated in the post above (perhaps not his fault).
If it was from reverb that is against thier policy...Signature Requirement is required on all labels with Reverb Safe Shipping on orders above $100.
Signature was required, but FedEx didn’t bother. Could be COVID protocol.
Bass left last week, UPS sig required. Driver didnt wait for me to come out or ring bell.
It was and sat out on my porch for 4 hours in teen temps. I had even made arrangements to have someone sign for it if necessary and bring it in. Nothing...
Be happy it was your porch lol
I had a BC Rich Wave bass coming that I searched years for and paid handsomely for, waited all day and around 4pm my phone buzzed with a delivery notification, I ran to my front door, nothing, scanned every door step in my cul de sac, nothing , tried calling their customer service number and was so anxious and upset my fingers weren't working right to enter the tracking number when a little red car pulled in with a 75yr oldish woman struggling to pull the box from her back seat.
Man was I relieved
