Whipple install High Idle P0507

[SlaughterOfTheSoul]

Absolutely correct and why i.ask for signature require for big $$ items.That way if the packaging is all jacked up it's going back.

Good point. That's probably going to be my method from here on out. $7k parts are nothing to be taking risks with IMO.

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[Whipple SC]

So you're saying liability for shipping damage lies on the customer per your policy? It's not unusual but I probably would just not ever take the risk as a customer since carriers are just too unreliable. I've shipped stuff to customers before just to have to file a claim when stuff is completely destroyed in transit just to have paypal & fedex collude to avoid responsibility, so I understand why you're policy is that way. However, customers have to worry about themselves as well, since they're absorbing the retail cost instead of material cost.

I'm not sure I ever said it's the customers financial responsibility. We ship by Fedex, some use their own account and ship UPS. With Fedex, if damage occurs, they're suppose to contact us, send us the info, pics, etc. From that we must determine whether it was our fault or Fedex. With Fedex, if we deem its their fault, the customer has to file the claim (were not allowed to, its Fedex, not us). They send a rep and we then follow the claim through. In most cases, fedex has taken care of the claim and pay freight in all directions along with repair. The customer has to be part of the process as that's the rules from Fedex and UPS. The customer should never be out any money, just time, which is still not good.

In almost all cases, we have the customer get it inspected and then give them multiple options so they can choose what's best for them. The freight back is not typically that expensive as we wouldn't require the entire kit back, only the damaged parts or damaged assemblies.

 

[Whipple SC]

as far as i'm concerned the "customer" should have zero financial responsibility for the shipment until it reaches his destination. they have zero control over how it's packaged or treated in transit. the shipper buys the insurance and chooses the shipping method and they should bear all financial risk for said package until it reaches it's destination.

This is of course the exact way it is. But, in most cases, the damage is found AFTER its been delivered. I think we've all witnessed what a heavy box looks like after UPS and FEDEX, they all look damaged from the outside. But, on the inside, its usually safe and sound. Since the package has been delivered, the property is now in the customers hands, therefore a claim must be made with shipping company and it all gets sorted.

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