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Shipping Damage: Lost For Words

#181
sleddogn said:
If there is a swap in progress, why all the effort for such little reward?
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I agree. Everybody immediately jumping to that but the amount of work it would require over a few small dings is ridiculous.

It’s impossible to know what really happened. Chances are someone is lying but it’s also possible it somehow happened during shipping. The thing that’s upsetting to me is people make such a huge fuzz over such small things; whatever happened sucks that people can’t communicate and be honest.
 
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#182
My anecdotal response from dealing with Reverb in cases like this:

Reverb is extremely fair. I’ve been on both sides of this issue and have been fairly dealt with both times. Reverb requires photographs of the damaged packing, case, serial numbers etc.

I had a buyer pull a similar thing with me earlier this year. Like you, I had Reverb insurance. Ultimately, Reverb took the guitar from the guy, refunded him, dealt with reselling it themselves and never requested a penny from me.

I have had nothing but good experiences dealing with Reverb in cases like this. Speculation about what actually happened aside, don’t stress over it, it’ll get worked out.
 
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#184
Update

So far Reverb has been helpful. I also filed a claim with them. They emailed me this morning letting me know that they received my claim and the one from the buyer and are looking into the matter. Because I purchased the Reverb Safe Shipping Insurance it will cover the damage. I don't believe it happened from shipping but that's what they are saying. Anyway, they asked the buyer to get a quote to for the repairs and they will pay. They also gave him/her the option to to take a $150 refund from Reverb. I'll see what happens. So far, I'll have to rate Reverb's service as A+ for sellers.
 
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#185
Tewest86 said:
Update

So far Reverb has been helpful. I also filed a claim with them. They emailed me this morning letting me know that they received my claim and the one from the buyer and are looking into the matter. Because I purchased the Reverb Safe Shipping Insurance it will cover the damage. I don't believe it happened from shipping but that's what they are saying. Anyway, they asked the buyer to get a quote to for the repairs and they will pay. They also gave him/her the option to to take a $150 refund from Reverb. I'll see what happens. So far, I'll have to rate Reverb's service as A+ for sellers.
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Sounds like Reverb is working hard to maintain a positive experience for both parties so that they continue using their service. This thread, along with others like it, make me think twice about it though.
 
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#189
BASSPHIRE said:
I would leave it up to UPS and the buyer. You have proof of before so you should not be held responsible.
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Sort of. Seller has pictures of a bass in good condition. Not saying that the seller would have any motivation to use pictures of a different bass or the same bass in previous condition, but it would be hard to prove the pictures really are of the shipped bass at the time of shipping. It weakens the seller's case a bit.

I'm literally making this up as I say it, but seems like it might be a good idea to take condition pictures of stuff like this before we ship it with verifiable info in the picture, like a copy of the actual shipping label with the shipping date and tracking ID in the pic. Much harder to fake.
 
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#193
Another Update:

The buyer does not want to repair and wants a refund. Reverb notified me that I must refund the buyer and that they will will cover the shipping back to me. They also requested that I get a repair estimate and that they will cover the repairs. If I do not want to get an estimate then they will give me a $150 shipping claim.

I basically responded back with I do not want the bass back because I sent a almost new bass out and now I'm getting a damaged bass back that I can't sell and have to run around town to get a repair estimate. I don't even know who does this type of work. I told them I question the SN and asked for a picture with the damage and the SN visible. I also told them I do not believe that the bass is stringed the way that I shipped it. I pointed out a bunch of small details. I'll see what they say.
 
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#194
This is where the rubber hits the road and where the buyer has all the power. They don't want to loose the buyers or have word get out that you're somehow not protected as a buyer. It is the risk of online selling through these outlets. I hope that it works out for you somehow... but odds are against you.
 
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#195
Tewest86 said:
Another Update:

The buyer does not want to repair and wants a refund. Reverb notified me that I must refund the buyer and that they will will cover the shipping back to me. They also requested that I get a repair estimate and that they will cover the repairs. If I do not want to get an estimate then they will give me a $150 shipping claim.

I basically responded back with I do not want the bass back because I sent a almost new bass out and now I'm getting a damaged bass back that I can't sell and have to run around town to get a repair estimate. I don't even know who does this type of work. I told them I question the SN and asked for a picture with the damage and the SN visible. I also told them I do not believe that the bass is stringed the way that I shipped it. I pointed out a bunch of small details. I'll see what they say.
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If Reverb is willing to pay for repair (and if you're willing to go this route) - I would say contact Pat Wilkins.

He is a refin master - and he can easily repair the dents & dings damage in the process. He would be glad to give you a quote.
 
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#196
Gravedigger Dav said:
The buyer opened it. He dropped it. Now he wants to blame it on you.
Hold your ground.
I just had a thought that would be an idea for all shippers. Include in the box a full set of photos date and time stamped just before you ship.
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Easy enough to go a step further. After the pictures, I'll set up my phone and take video of me inspecting the item and showing close-ups, then playing/testing the functionality, and then sealing up the package. It's not fool-proof, but I've done this with the handful of big ticket items I've sold - especially on reverb. i.e. cabs, heads, basses.

It seems like a pain in the ass to shoot a 5-10 minute video, but it's a nice ace up your sleeve if someone shady tries to claim you sent them a faulty or non-functioning item. To counter that you have video of the the thing is a good way to claim the upper hand.
 
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#197
If buyer intentionally damaged bass, Im not sure he would hammer it 2 times and scratch it. 1 would be plenty to play this game. So possibly as mentioned the bass was damaged in the case...by something behind the padding or movement in case. 'Pre pictures wont help' in this case either. A good drop 'could' do it and its the reality of this situation, unfortunately the outcome stated is probably the only one (insurance). I missed a signature required delivery once, luckily found the ups driver hours later and was able to get the bass off the truck. Driver said...If that bass went back to the facility it goes on the belts and a lot of stuff gets damaged then. imho go to the best repair guy as mentioned above and deal with his quote.
 
#198
I don't know man but to me, the buyer must be at fault. Those dings cannot happen with the bass inside the original hard case. The bass must've been taken out of the case and dropped. Those dings would not occur during UPS transit either.

It may not help your case but I support you 100% on this!
 
#199
fretno said:
is it possible he let the case hit it when closing , are those hits around the latch area ? I know I have dented a bass before when the case lid slipped out of the fingas .
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Yep, that's what I thought too.

I dented an old Ibanez guitar with similar gouges due to the exact same scenario.
The buyer probably grabbed the bass by the lower end of the neck (closer to the body) with just one hand, which is not a good place to clutch because of the uneven weight distribution. The body falls back into the case, and the lid slaps shut.

It's a common gouge to see on instruments, especially those with thin finishes and soft woods (looking at you, Ibanez!)

This Fender took a good hit though.
 

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