Fedex and Ups Damage thread

I purchased a demo set of Paradigm 95F towers from a dealer way up North. They came damaged with a nick her, a nick there and a scratch here or there. Nothing too bad. The dummy dealer used the old boxes but they had been poorly packed. Needless to say i contacted him and he started a claim with UPS. It took about 7-8 weeks total. I had put them back into the boxes and they were just sitting in my living room waiting to be picked up so I could get a refund. The UPS guy finally showed up and said, "i am just supposed to pick up one speaker." Well, there was no way i was going to release just 1 speaker while the other one just sit there. Turns out, the adjuster was only willing to pay for one speaker despite both being damaged. She was later fired. Point to all of this is, since he was paid for one speaker ($1,500 ) and i had already paid him $3,000 we settled on me paying $1,500 instead of $3,000 total for both speakers due to them being damaged. So, I was refunded $1,500 from the $3,000 paid. In short, I still have a fine sounding pair of Paradigm 95F speakers.... Problem solved, eh..

 I used FedEx to ship a pair of David Berning Quadrature Z amps for repairs to Indiana from San Francisco.  One was blowing fuses.  Packed in manufacturer's box with specially selected protective density foams.  Boxes and foams were in perfect condition.  Used Gorilla Heavy Duty to reinforce all corners and covered every seam for extra protection.  Insured for 10K which cost a fortune.  Two boxes arrived in Indiana, 1 original, other was odd ball, water soaked stains with some of original form and other padding with a damaged amp.  FedEx driver did not report that it fell out of the back of their truck during a storm.  Receiver questioned box differences but did not verify strange box or damage with me.  I filed a claim once everything was returned and FedEx denied everything.  It took over a year, needed an attorney, had industry experts verify value of amps and cost to manufacture replacement parts, plus I took lots of pictures of equipment and boxes before and after to support claim.  FedEx eventually paid after attorney got aggressive.  I purchased a Wolf Audio streamer, 10K, UPS delivered it to back entrance (which we do not use) without notification of delivery, setting it on top of water sprinkler for ~ 36 hours.  External box was trashed but secondary inner box was intact.  USPS is no better.  We work from home and our "office" window over looks sidewalk approach to secure front door porch.  Their deliveries in our residential neighborhood often get left at wrong address and on wrong streets.  We seldom find out were they are left and no one redelivers their mistakes.  Basically you can not trust any of the services.  Mostly things turn out OK.  May luck be with you!    

FedEx insurance is a joke. Packed a pair of Amphions no different than 20 other speakers I've sold on eBay or that other mart. Speakers delivered to buyer in SC with cabinet damage and woofer screen pushed in according to buyer. Filed claim, sent required photos, portal down so please fax. I faxed and emailed, FedEx denied claim. Paid buyer way more than I should have,  FedEx insurance is worthless and a waste of money. Good point above  about having buyer arrange shipping from now on.

I had my Apogee Duetta II Signature ribbon speakers damaged by UPS a few years ago. The original cartons are encased in a super solid wood slat enclosure. They managed to puncture the bottom of one of cartons with a forklift, tear off several slats, and drop them. Thank god the puncture was below where the speaker sits. The left channel has a small sliver of damaged mdf on the top that I was able to wedge back in. I went back and forth all the time with their deplorable claims department for several months. They strung me along and then offered $250. You can imagine my response. I’ll always use a freight company from now on and make certain they are both on the same pallet. The left channel as a result has a bass buzz at a very specific low frequency range (the acoustic foam was going to inevitably fail anyway, but that doesn’t give them a pass). I’m getting them fully restored/upgrades anyway in May by Music Technology in VA. That experience still makes me angry when I think about it. UPS is absolutely horrible for large, fragile items. Live and learn!

I have shipped over 5000 items using UPS, FedX, and USPS. Lots of heavy items. According to UPS if it gets damaged it was not packed correctly. The damage has to be noticed, when the package arrives and noted to the driver, or in most cases you are out of luck. The insurance covers you if the item is lost and it does happen. If you do not insure the package and it gets damaged they will only pay $100 max. The driver do not know a package has insurance. I purchased an Audio Research pre amp which was insured for $10,000. It was delivered to the wrong address. I got a call from the person, that shipped the package. He got a call about the package from the person, that received the package. I called UPS, after 3 people and 30 minutes on the phone I told them the package was insured for $10,000 and they sent a truck to pick up the package within an hour. If the package had not been insured no telling the outcome. I have found it good to hand write the address on the box with a phone number.

Using the hard Styrofoam is not a good packing material. It does not allow for shock. Most good audio equipment is packaged in soft foam. I hate peanuts but putting 3 inches of peanuts around the factory box is what UPS says is the correct way to ship glass, value pottery, and sensitive electronics. I use the 3 inch foam from the fabric store around the factory box. Yes, the added cost and the added size to the box cost more to ship but much cheaper than the equipment getting damaged. 

Never let the UPS Store box your stuff. If they do, watch and make sure you are happy with the packing. If they package the item it is covered no matter what.

When I owned audio stores, we could not send back any McIntosh equipment to the factory, without the factory box. We also double boxed it then.

Keep in mind that all business have been short handed and hiring new people. So, if you were worried before, it is worst now.