2. misc-audio
  3. 150404-531

Buyer is claiming damage that was done by him!

Hi group,
I sold a pair of mint Harbeths. I shipped them in original double boxed carton with original bonnets covering them. I just received this EMAIL from the buyer. I know that many ruin these speakers trying to pry  the magnetic grills off incorrectly. What is my recourse with this issue?
Thanks  much for your input!

This is the EMAIL I received from the buyer!

Hi. I picked up the speakers from FedEx yesterday. They arrived with some minor dents around the front top corners near the grille on both speakers. When I opened the outer box, I've noticed that one side of the inner box wasn't sealed on top and as a result the speakers came out of the top foam speaker holder. I guess the damage occurred from speakers bumping against each other. The grill cloth is also ripped near the dents. I've sent an email to Harbeth asking how much replacement grills are going to cost. I could probably live with those dents but grills might be replaced at some point. I'm still waiting on my amp to come back from service, so I have not even plugged the speakers in yet. Hopefully the drivers are ok.    
128x128yogiboy
falconquest's avatar
falconquest
1,108 posts
 
edkc is right. As long as shipments are insured it is the responsibility of the receiving party to file a claim. The shipper (seller) has no responsibility because the freight company accepted them, insured them and is responsible for delivering them. The shipper (seller) has no responsibility because he has no control over what happens to them. This issue happens to me from time to time at work. A customer signs for a damaged shipment then wants me to pay for damage. The signature transfers ownership. If there is damage that was undetected at the time of delivery, the accepting party usually has "X" number of days to file a claim. People who purchase goods must take responsibility to understand the shipping process and to always have shipments insured. The seller has no control over the shipment of the product and should not be held responsible. There, that's my soapbox speech!
ozzy's avatar
ozzy
7,539 posts
 
You guys may be right but I still think the seller should intervene and provide as much help as possible including up to providing a refund. It can be a nightmare dealing with Fed Ex, UPS and the post office. This is not something that anyone of us could enjoy.
I suppose there are scammers but I think (hopefully) that is a rarity. However, in this case it does sound fishy.

My experience has been that the first question from the shipping company is; Are you the shipper?

Again, I say the seller needs to be involved bigtime and be as helpful as he can and don’t point fingers in the other directions.

ozzy
uberwaltz's avatar
uberwaltz
13,381 posts
 
A few facts from many years of shipping and dealing with both fedex and ups ( I wont even go into the headache involved with usps!)

Majority of the time if damage or package is lost the company will not even talk to the buyer, it is the person who shipped who has to start all claims etc.

Usual procedure for myself would be to refund the buyer in case of damage or loss and then go for reimbursement via fedex or ups.
This may involve them having to inspect the goods so best to keep up a good rapport with the buyer in case you need them to drop the package off at a depot OR let fedex/ups inspect at their premises ( if over $1000 value you can insist they come out and not you take it in).

And unless it has changed significantly in the last 3 years ( that was last claim I filed for damage of shipped goods to a buyer) that is really all there is to it!
discopants
149 posts
 
It's whoever arranged the shipping that has the shipping contract and any claims have to go via those parties.

The OP clearly didn't want to raise a claim as he clearly believes it's not damage occurring during shipping. 

So it's obviously very difficult from that point. I think you have come to a pragmatic solution which obviously cost you some profit but won't leave you out of pocket. 

Looking ahead if Anyone is shipping Harberth's is to very clearly communicate the process to remove the screens.
yogiboy's avatar
yogiboy OP
5,763 posts
 
Hey guys,
The buyer received the new grills. He gave me positive feedback. I would say that this is over with. FYI: FEDEX told me that it is the buyers responsibility to file the claim since he signed for a non damaged box.

Thanks for all your input!  
More to discover