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A bad situation

I'm looking for opinions as to how to resolve a situation that arose recently. I sold a preamp to a gentleman here on Audiogon for $150. From what I can tell he wanted to use the preamp as an inexpensive phono section. He sent me a money order and I in turn sent off the preamp via UPS insured, packaged up with plenty of bubble wrap so (in theory) it wouldn't get damaged. The preamp arrives, but, the selector switch is broken and evidently the switch is an oddball component that cannot be sourced. I know the preamp was working fine before I shipped it, I sure wouldn't sell a piece of broken equipment, not even for a $150. What's the equitable thing to do in this situation? Make a claim with UPS? Pay a tech to hardwire the premap, bypassing the selector switch? Refund his money and throw the thing away? I know, it's only $150 but at the same time there really ought to be a code of ethics we all try to follow. I understand the buyers disappointment and he may even feel like he's been screwed, I want to make this right. Any and all opinions are welcome. Thanks, Jeff
jeffloistarca

Showing 1 response by jerie

jerie's avatar
jerie
54 posts
 
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.
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