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Shipping damage protocol? Please Help.

I seek advice regarding a purchase I made which arrived damaged. I bought a pair of speakers in late December with a money order. They were shipped via UPS and were damaged in transit. The seller submitted the claim, pursuant to UPS policy, and UPS retrieved them for inspection. I then requested a refund, based on the Audiogon Shipping Damage Policy

In short, it stipulates "The seller in the instance of damage occurring during transit can expect full cooperation from the recipient in filing a damage claim with the shipper. The recipient however will not be required to wait for a successful claim to recover his purchase price."

I am happy to work with another member to find a reasonable solution, irrespective of "policy", yet he responded to my refund request with only, "Thank you for your note. I will get back to you as soon as I hear from UPS." Never mind that UPS' decision has no bearing on refunding me, his belittling response is beyond aggravating. He and I both have significant positive feedback and I never saw this coming.

Has anyone been in such a situation and how did you deal with it. Any other thoughts on this policy, is it widely ignored as being irrelevant and I am in the dark? Thank you sincerely for your time.
nycwine1
jamesw20
269 posts
 
The rules are clear. It's neither of your faults, however, it is his responsibility to refund you NOW. I had this happen early on in my audiogon trades with a pair of PSB 5T floor standing speakers. The buyer received them with a blown woofer. Though a pain, for the seller, you need your money back.
bdgregory
1,580 posts
 
I agree with the other who say you're entitled to a refund immediately on fulfilling your responsibility of giving the speakers back to UPS. The issue is now between the seller and UPS, and you should have your money to pursue another purchase. Your willingness to make alternate "reasonable solution" is admirable but not required.

Regardless of your aggravation with the seller to this point, you're best served by keeping your cool though the negotiations until you have $ in hand. email can be a blunt instrument, and perhaps he's simply waiting until he receives acknowledgment from UPS they have received the speakers (?). It's also likely he doesn't know about the Audiogon policy (it's amazing how many 'Goners don't yet have extensive feedback) and feels he's entitled to wait resolution. If this is the case it may require a little enlightenment.
pawlowski6132
572 posts
 
Meet in the middle. Request partial refund (1/2) as a gesture of good faith until the claim is resolved with UPS.
glory's avatar
glory
1,373 posts
 
Andrew,

Bdgrerory is on the mark.

Forget the moderator and disput system, it does not work, as I have tried it.

Remember most Americans live pay check to pay check and for him to give your money back after he has (if) spent it would cause a major financial set back. Most don't have the morals to know right from wrong or how to to business in a upright manner.

Some people when you push the letter of the law on them,('Gon policy ) causes them to go slower. I for one would take his head off with this policy but my wife knows how to rescue me and write in such a manner that makes people want to listen to my requests.

132's comment is some of the strange outlooks you will get on this question.
tiger
313 posts
 
Sounds like the middle, as a pending resolution makes sense. Not withstanding A's policy, it has problems in that until UPS makes a damage assessment, the matter is still open. It will not be the first time that seller's have sent damaged goods, hoping to luck out on a damage claim.I have had many 'damaged' shipments, wherein I am the buyer, reclined by UPS. UPS generally will never pay claims unless the stuff is double boxed and the original manufacturers packing materials are used. Over the last few months they are enforcing this. In that case the goods get returned to the seller. The only thing that assures the buyer gets his money back, is to pay via a credit instrument. I always go with PayPal and have received 100% of my payment back, sometimes taken three months. Proof of return of the goods is always on the UPS web site and PayPay accepts that proof. One of the things I like about the UPS carrier, is that I as buyer can initiate the claim. Goods are picked up the next day. I do not need to wait for the seller to get involved, but I advise him at once. Lastly, using money orders creates an added level of risk that should be only accepted if you can discount the price accordingly.
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