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Speakers Damaged via FedEx, A Neverending Love Story

So here we are, my Focal 1028's were on their journey to new a new home. Insurance was purchased, so not to worry, I thought. Speakers we're boxed up with original packing materials and extra precautions for corner bumps and extra packing bubbles added for the final touch. The speakers showed up, severely damaged, cracked and chipped as if given a lovely toss off a loading dock and drug into the warehouse. But I had insurance, so not to worry....

This is where the fun has begun. Buyer was very very accommodating and understanding so I made my way to show them how I will support them through filing a FedEx claim as I had insurance. Well, low and behold claim was denied and they asked for more documentation of the boxes being shipped. Documentation provided. I follow up a few days later and am told it takes a week to process. I follow up 7 days later, claim was never opened as documentation wasn't up to their needs. Resubmitted and waited another week. Here we are, almost a month later still waiting for FedEx to work through their bureaucratic red tape. Buyer has now grown tired and filed a claim through PayPal with a dispute with FedEx not me as a swller. Not sure how that will work out, but he's been very patient so I can't knock him. 

Any advice from speaker buyers or sellers who have dealt with this scenario with FedEx? I'm a patient one, but am trying not to fly off the handle at FedEx about this as I understand the pressures they are under at the moment, but this is becoming ridiculous. As bad as if sounds, a day later I got an offer for a local sale, but morally couldn't have canceled to the first seller. Ah, trying times.....
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verdantaudio's avatar
verdantaudio
1,500 posts
 
The claims process is miserable.  If an item is damaged beyond repair and you are looking for the full value, it is very hard to get them to pay.  Usually if it is a repair, the whole process is much easier but they very much depends on the valuation.  

That being said, you can't take too many photos of something getting packaged up.  And make sure you photograph the box with no labels on it prior to shipping.  They do take pictures of the box and if there is another label on it, claim will be denied guaranteed in case it is lost.  
fuzztone's avatar
fuzztone
5,617 posts
 
The only speaker I ever shipped was a donation.
TMR uses FedEx Ask them how.
bjesien
1,306 posts
 
I once bought a pair of Spendor D7's from TMR. They were in the original double box plus they rigged up a third box with some foam board inside and one sheet taped to the exterior (all snug). They showed up without any damage. As a hobbyist, it's difficult to find those 2nd or 3rd boxes without having to order 10 or so, but it's worth the extra cost not to have to deal with the claim.   
arcticdeth's avatar
arcticdeth
1,572 posts
 
Pay the money for a lawyer, have them take charge, and send a letter to the shippers legal team, etc. 

   don’t mess round, just pay the lawyer fees, to make it right.

it sucks, hell yes, but you will be taken care of by a good legal team. Don’t take the chance. 
nosualc
99 posts
 
My experience is that they will deny any claims multiple times, no matter how clearly they are at fault. I think this is calculated (they employ actuaries after all) and effective, because most folks eventually just give up and go away.

Contact your state’s attorney general’s office. Consumer protection, at least in my State (Minnesota) is part of what they do. In my case, the AG sent a letter on official letterhead, and all the doors magically opened.
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