A bad situation

I think UPS will want to see it. I would recomend shipping FED EX from now on. They more expensive, but they are much easier on the package also. I watched a television program (I forget what it was ) but they where highlighting the automated systems that UPS uses to sort and ship. These conveyors looked like they dropped boxes at least 3 feet from converyor to conveyor. It would send chills up your spine to watch your gear do this drop. I believe it is UPS policy that the package must be able to surive a drop from this distance so they will want to see how it was packaged also. Bottom line is, if it is not that delicate or you know it can take a fall the way it is packaged, UPS can be cheaper. But if is tube gear or something of that ilk you might want to look for alternatives or speak with UPS before you ship on how it needs to be packaged.

Have to agree with Kthomas. Unless agreed to in advance, it is a seller's responsibility to deliver a product "as advertised." It's unfortunate that the preamp was damaged in shipping, but these things do happen. The good news for the buyer is you're obviously an ethical person and want to do the right thing. Definitely make a claim with UPS; they broke it and should live up to their contractual agreement. IMO, don't expect too much, too fast. At best they move REAL slow. More importantly, take care of the buyer now. Ask what he believes would be an amenable solution. Don't make him wait for UPS unless he agrees to do so. Depending on his needs and attitude this may be an easily resolved situation. As long as he's reasonable in his expectations(which is obviously a judgement call) it really should be his call. Oh, BTW, UPS will probably want to see the package before paying on the claim, possibly multiple times. Keep that in mind while working out the details with the buyer. Good luck!

Jeff: There have been a few threads here about shipping gear via UPS. UPS ground is brutal on audio equipment. To have any chance of being successful winning an insurance claim with UPS your packaging has to exceed the UPS packaging requirements. One of these requirements is ensuring that the item packaged has a minimum of 3 inches clearance in every direction from the item to the interior walls of the box. I always wrap the item in bubble wrap, then exceeding the 3 inch rule, fill the box with shipping popcorn. I then usually fill a larger box with popcorn and place the packaged item within the second box. This might seem overkill, but the way I see it, it is my sole responsibility to do everything I can to ensure that people get the item they pay for. Using this packaging methodology I've never sent am item that was delivered damaged. (I'm knocking on wood here)

I don't think anyone likes using UPS to ship electronics but if the customer or seller is dead set on using them I always express my concerns about shipping with them. I ask if they know the UPS shipping requirements and work out the expectations of what the course of action will be if the item arrives damaged. I then document that conversation in an email. I find that once you engage someone in this conversation, they usually change their mind about using UPS.

If you have met or exceeded the UPS packaging requirements then I would certainly file a claim. If not then I think you are obligated to QUICKLY refund the money in full and hopefully your customer will pay the shipping costs to return the item to you. I hope this helps and best of luck to you and your customer.

Jeff,

My 2 cents, if indeed you packed the item well and UPS damaged the goods I dont think you should have to bear the burden for what UPS has done. Contrary to the opinions above, I do believe you have fufilled your obligations if you have properly packed the item. The party who hasnt completed his contract is UPS. I say both parties need to work on this and a full upfront refund to the buyer isnt nessesarily required by you. UPS let both of you down. One last thing, where I send my packages, UPS are now requiring original packaging if sending electronics via insured shipping. You may run into that problem while dealing with UPS claims. I heard that Office Depot can package your shippmnent (at a cost of course) should you not have the original boxing. Good luck, I think you are going what is over and above what should be expected of someone in this situation.

It sounds like (I am speculating) you may have inadvertantly packaged it in such a way that there was pressure on that switch. Sometimes a package can be wrapped up in lots of good wrapping material but there is inadvertantly a weak spot subject to a lot of pressure. Notice that original wrapping of audio gear, by contrast, usually consists of sculpted plastic form, with the weak spots surrounded by foam rather than covered by foam.

UPS is very rough on packages so any pressure point is a source of concern. Like another writer above, I have generally switched to using Fed EX - I love their 3 day COD service. I would only use UPS for large packages and then only if I had original packing material. Not a good situation alas.

As seller I would expect to bear the brunt of the remedy, if not all of it, unless UPS can be clearly held to account. As buyer I would offer to absorb a nominal part of the cost of remedy, such as paying for the second shipping.