 atuarreHere come the drumsPremium
join:2004-02-14
College Station, TX | Do you think I am being unreasonable in this situation? I have never really had a problem with a purchase like this in all my years, but I will explain the situation and then ask you if you think I am being unreasonable or not.
I purchased a very expensive PC and, as I posted in another thread, the package or the machine itself was damaged by FedEx at the local sort facility and had to be shipped back to the vendor. They never attempted to deliver it so it had to be pretty bad.
Well, my feeling about this is, even if the box was just really messed up, but if they expect it and see no damage, I still don't want it. I don't want something I paid $4400 for that has been dropped, whether it shows signs of damage or not.
Am I being unreasonable in feeling that way? Normally if something is wrong with something, I don't worry about it, but this is a pretty big bit of pocket change. Especially it being dropped and jarred and stuff.
I have never had an issue in situation like this and am just curious if I'm being unreasobale. I don't think I am but wanted some feedback from others. What I want to do is write the vendor/merchant and tell them that I would prefer that they build a new machine, and charge the expense for the one that was in the damaged package (or the machine that was damaged) to FedEx.
And if you agree with me, how would you address the situation with them. Cause this company has a good reputation, but I could see some companies taking what components out that don't appear damaged and putting them in the new machine. And they may all test out fine in their testing area, but then might cause be some grief when I take ownership. |
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 dvd536as Mr. Pink as they comePremium
join:2001-04-27
Phoenix, AZ
kudos:4 | Not at all. a good company will make it right and not charge you on the reship. |
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 OZZYBorn Again AtheistPremium
join:2011-06-11 | reply to atuarre
Well, if you want packages you order to never be "dropped and jarred and stuff" I'm afraid you'll never be able to order anything that needs to be shipped, ever again. 
I'm not clear on what the vendor has offered you. Please elaborate.
I'd certainly agree that you shouldn't be paying anything above and beyond what you've already paid. Is this company one of the big 3 or 4 computer makers or is it a custom rig? Most of the big guys have shipping down to a science and with formed foam inserts, etc. the packages can, and do take a beating a lot of time.
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You Can't Kill Rock 'n' Roll! |
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 The PigBazinaPremium
join:2009-09-11 | reply to atuarre
If they repackage the PC in a new box and send it out how are you going to know if it the one that was sent back and repackaged or a completely new one? |
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 Mr NeutronLooks like I picked the wrong week toPremium
join:2005-05-30
Gorham, ME | reply to OZZY
said by OZZY:Most of the big guys have shipping down to a science and with formed foam inserts, etc. the packages can, and do take a beating a lot of time.
The way to think of a shipping container is that it's there to serve as the packaging equivalent of a "crumple zone" on a car.
It's unreasonable to get pissed off at GM because they design their cars in such a way that they will look like hell after sustaining an impact from another vehicle. Rather, the important thing is that whoever was inside the passenger cabin can walk away from the impact.
Same deal with your $4400 (!) PC: what did or didn't happen to the box the PC came in is immaterial. All that matters is that what is inside the box has not been cosmetically blemished and is in full working order. The latter, not the former, is what you should be concerned with.
There's a difference between something being wrong with a product and something being wrong with the packaging. As Ozzy so astutely points out, the boxes that mail order PCs typically come in are designed to sustain abuse.
With that in mind, this:
said by OZZY:I don't want something I paid $4400 for that has been dropped, whether it shows signs of damage or not.
...does not appear to be a realistic expectation when it comes to FedEx handling packages: there's a reason why those foam inserts Ozzy mentions are used.
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Joey? Do you like movies about gladiators? |
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 Hayward K A R - 1 2 0 CPremium
join:2000-07-13
Key West, FL
kudos:1 | reply to The Pig
said by The Pig:If they repackage the PC in a new box and send it out how are you going to know if it the one that was sent back and repackaged or a completely new one?
Not that it can't happen but would be illegal... that is why there are refurbs whether actually damaged or not, can't be resold as new.
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atuarreHere come the drumsPremium
join:2004-02-14
College Station, TX | reply to atuarre
No, this is not one of the big 3. This is a privately owned computer builder that, from what I have read, has a lot of good praise and reviews from its customers. But because I have never dealt with them before, and because of the way my luck works out (yes, FedEx would find a way to fuck this up just because of my luck), the thought would just creep into my mind.
You could probably get a lot better customer service from this company than you could the big 3.
Anyway, I just was trying to figure out a way to explain to them that even if the computer does not look damaged (and maybe its not), I don't want a computer that has been dropped or jarred around and would rather they build a new one, and let FedEx eat the expense for the one that was dropped. Nobody knows what the condition of the original one is, because FedEx would not bring it here. After it was damaged, they immediately made preparations to ship it back to the shipper.
The only reason I knew was because of the shipping exception which had these messages: (see attached image)
And yes, I know packages get dropped and banged all the time, but in my 32 years on this planet, I have never had one that was damaged. |
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Mr NeutronLooks like I picked the wrong week toPremium
join:2005-05-30
Gorham, ME | said by atuarre:Anyway, I just was trying to figure out a way to explain to them that even if the computer does not look damaged (and maybe its not), I don't want a computer that has been dropped or jarred around and would rather they build a new one,
You're the customer: just tell them what you'd like them to do. If you're purchasing $4400 worth of hardware from them, I would hope they would be responsive.
Just tell them you "need it for a mission-critical application" for your business and that you'd prefer to get a freshly-built machine rather than take chances with one that might have been knocked around. Whether or not they will actually ship you a brand-new machine (as opposed to merely repackaging the old one; how would you know?) is anyone's guess.
What sort of warranty does the machine come with?
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Joey? Do you like movies about gladiators? |
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AsherN
join:2010-08-23
Thornhill, ON | reply to atuarre
I'm not quite sure what the issue is here.
FedEx damaged the package and sent it back to the manufacturer. I assume the manufacturer is sending something back, all at no extra charge to you.
You would think that SOP at the system builder would be to inspect the system. And remedy any issues, if any. I don't think it's reasonable to expect the manufacturer to rebuild a new system if the original one is OK or can be fixed. |
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 CylonRedPremium,MVM
join:2000-07-06
Bloom County | reply to Mr Neutron
quote:
...does not appear to be a realistic expectation when it comes to FedEx handling packages: there's a reason why those foam inserts Ozzy mentions are used.
It is the reason why all good companies use those things when shipping with *any* shipper.
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Brian
"It drops into your stomach like a Abrams's tank.... driven by Rosanne Barr..." A. Bourdain |
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The PigBazinaPremium
join:2009-09-11 | reply to Hayward
said by Hayward:said by The Pig:If they repackage the PC in a new box and send it out how are you going to know if it the one that was sent back and repackaged or a completely new one?
Not that it can't happen but would be illegal... that is why there are refurbs whether actually damaged or not, can't be resold as new. If item was never used how is it not new anymore?
And as I asked how would you know?
It's not like he opened the box and took the serial # off the original one!
He never even seen it! |
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Reviews:
 ·Choice Cable TV
 ·Coqui/PRTC
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I think you should ask FedEx what exactly happened to your package. "Damaged in transit" is pretty vague. It could be anything from the container actually being crushed and destroyed to being defaced by transport machinery in such a way as to make the shipping label unreadable but the contents and the box itself being pretty much intact. |
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atuarreHere come the drumsPremium
join:2004-02-14
College Station, TX | said by printscreen:I think you should ask FedEx what exactly happened to your package. "Damaged in transit" is pretty vague. It could be anything from the container actually being crushed and destroyed to being defaced by transport machinery in such a way as to make the shipping label unreadable but the contents and the box itself being pretty much intact.
Seeing as how I was kept out of the loop of the entire thing and only found out by way of the tracking information, I'll play FedEx's game, and let the company receive the PC (its on the truck now on the delivery route). And let the company get in touch with me and tell me what happened. I can't see them not delivering a box because a label was missing. I've had packages delivered without labels. Never one that was destroyed. So I don't know what FedEx considers damage. But when I speak to the company, I will tell them if there was any indication that the package was crushed by great pressure (as one of my friends said, they could have ran the package over) or really drop kicked off the back of a truck and the top came a loose because of the tape was worn (because here FedEx will leave packages in the rain - they don't have any sense. Our labor here sucks and thats why all our restaurants and local businesses mostly suck) and it just happened to fall out of the box, or whatever, then they should just begin building a new machine because i dont want something that has been jarred or dropped or rolled over, etc, etc. Let fedex gobble up that expense for the old machine.
That's why you pay FedEx and UPS and the Postal Service for the insurance, in case of damage on their part, although I've heard it is very difficult to get FedEx to honor a claim and you have better luck getting your money from the USPS before you get anything from FedEx.
Oh well. I've been patient and will continue to be patient but I am glad I paid for it on a credit card and not on my bank card so that way if any part of the process becomes a problem I can let the credit card deal with the company. |
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AsherN
join:2010-08-23
Thornhill, ON | So you're getting worked up without knowing how the supplier will handle the situation? |
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atuarreHere come the drumsPremium
join:2004-02-14
College Station, TX | said by AsherN:So you're getting worked up without knowing how the supplier will handle the situation?
I'm not worked up. I do know that...some...individuals would just put the shit in a new box and ship it back out and say they examined it and all of this nonsense. Not saying this company would do this, but I know of some companies and individuals that would do this. |
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 John GaltForward, MarchPremium
join:2004-09-30
Happy Camp
kudos:3 | reply to atuarre
Contact the supplier and have THEM file a claim for the damage... |
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Reviews:
·Choice Cable TV
·Coqui/PRTC
| said by John Galt:Contact the supplier and have THEM file a claim for the damage...
Agree. It's your PC but it's THEIR shipment. |
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 KilroyPremium,MVM
join:2002-11-21
Ann Arbor, MI | reply to Hayward
said by Hayward:said by The Pig:If they repackage the PC in a new box and send it out how are you going to know if it the one that was sent back and repackaged or a completely new one?
Not that it can't happen but would be illegal... that is why there are refurbs whether actually damaged or not, can't be resold as new. I don't think that would be the case. The box wasn't opened, the machine wasn't used, and it isn't a display model or anything like that. If this is a custom machine all of the internals had to be unboxed before assembly.
There is no way to ensure that what the OP gets is the one that had its shipping container damaged or a different unit. IF he wanted to do that he should have contacted them before they get the shipping damaged unit back. Then he could be 100% sure it is a different machine. Now he can only wonder.
I don't know the company one way or another, but I would hope for the best and be prepared for the worst. If the "new" machine arrives and survives 90 days without a failure call it good.
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When will the people realize that with DRM they aren't purchasing anything? |
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 Fir_Na_TineGiggity GiggityPremium
join:2001-01-03
Clementon, NJ | reply to AsherN
said by AsherN:I'm not quite sure what the issue is here.
You would think that SOP at the system builder would be to inspect the system. And remedy any issues, if any. I don't think it's reasonable to expect the manufacturer to rebuild a new system if the original one is OK or can be fixed.
I think they should build him a new one if its been damaged in transit. He paid for a new PC. Not one that needed fixing. That's what refurbs are for. I would hope the company had insurance on it. If they are shipping the same one but fixed they should offer a discount and/or a good guarantee. If not then I'd ask for a refund and take my business somewhere else.
In comparison I ordered a die-cast model airplane that had a damaged wing during transit. The company replaced it with a new one plus 10% off and were very apologetic, saying they know it sucks waiting for something only to open it up and find it broken. A great company that will get my business even if they cost a little more than the competition.
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"When the power of love overcomes the love of power, the world will know peace."
-Jimi Hendrix |
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OZZYBorn Again AtheistPremium
join:2011-06-11 | I think what a superior vendor would do is to send out a new system while they wait for Fed-Ex to ship the damaged unit or box back to them.
I take it from the OP, that this idea isn't on the table.
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You Can't Kill Rock 'n' Roll! |
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