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WARNING - USE UPS FOR SHIPPING RATHER THAN FEDEX

Just a bit of advice for those shipping heavy items to buyers.

FedEx has indicated that it is their policy NOT TO REIMBURSE shippers / buyers for the damage to the container of a shipment - you must replace the container at your own cost.  

UPS has confirmed that it is their policy TO REIMBURSE shippers / buyers for the damage to the container of a shipment - provided you provide sufficient proof of loss.  

This happened to me this week.  FedEx destroyed an expensive box containing an amplifier I purchased on Audiogon.  The shipper filed the claim for replacement of the box, which cost $150 from the manufacturer, and FedEx denied the claim - because they do not insure the container - ONLY THE CONTENTS.  The shipper had foolproof proof of loss.  Yet FedEx would not reimburse him.  The shipper did have a new box sent to me - but, he had to absorb the entire cost of the damage caused by FedEx.  

The only recourse the buyer has is to simply "reject" the shipment and FedEx will return it to the seller at the seller's cost.  In this instance, I conferred with the shipper, and he decided to have me accept the shipment and he would replace the box.  But... it was a costly lesson.  

This is the socond time this has happened to me - FedEx has damaged a container, during shipment.  So - it is a frequent enough occurence that it will be my policy in the future to ship only via UPS.  
bassdude
61 responses Add your response
bcgator's avatar
bcgator
355 posts
 
Yes, insurance claims are potentially easier when the item has been packaged by a FedEx or UPS store. But keep in mind that most UPS stores - at least the ones in the USA - are franchises so they’re not actually owned by UPS. If the people running a given UPS store are unprofessional or clueless, you may end up transferring your problem rather than eliminating it - instead of fighting UPS corporate, you end up arguing with a UPS store owner. So when you choose a UPS store, pay attention to how it’s being run, don’t be afraid to ask questions, see how the people behind the counter respond to being questioned about insurance, liability, etc.

I can tell you from 17 years experience shipping everything from jukeboxes to rare artwork to audio equipment that if you use any of them long enough - FedEx, UPS, USPS - they’ll ruin your week. But no matter who you use, insure with a dedicated 3rd party. We have accounts with ShipSurance and G4S International (which is now owned by ParcelPro). Find a dedicated transit insurance provider who is experienced covering what you want to ship. I’ve had good success with USPS insurance, the few times they’ve been involved, but I would never insure with UPS or FedEx directly.
bassdude OP
461 posts
 
So... do ShipSurance or GRS have any particular requirements to must meet to obtain their insurance?  

How do they get comfortable with your shipment in order to issue the coverage?

Have you ever used SBA or BAX?
bcgator's avatar
bcgator
355 posts
 
Re:  BAX and SBA, I want to say yes but my memory ain't what it used to be and I've shipped upwards of 10,000 packages so it all becomes a blur at some point.

Re:  requirements, yes each has their own requirements.  Shipsurance, for example, requires that the outer box not show any manufacturer names.   In other words, if the box easily gives away what's inside, no coverage.  This isn't an unusual requirement, or unreasonable, in my experience.  ParcelPro has limitations around certain high-fraud-rate zip codes, which they post on their website.  If you ship to an of them, you must make special arrangements listed on their site for those areas.  

They get comfortable by laying out these parameters, and holding shippers to them for coverage.  I've photographed or taken video of some packaging sessions, to show step by step how the package was created and put together so I have proof that I abided by their requirements and created a sturdy package.
goldprintaudio's avatar
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goldprintaudio
502 posts
 
As an FYI to the posts above about using straps around the boxes, Fedex will generally deny taking ANY package with straps around the box (unless you are shipping Freight).  They consider the straps a safety hazard in case they break and hit an employee.  I learned this a while back from a few different Fedex employees at our shipping depot.
bcgator's avatar
bcgator
355 posts
 
@goldprintaudio

We got into the habit of taping over the straps, just to keep the carriers from using them as grab handles as they moved packages along.  Pulling on them like handles can stretch the straps, and the stress cuts into the edges of the box and tears into the cardboard, so we just put a layer of tape over the straps.  I wonder if taping over satisfies FedEx's hazard concerns, as I don't recall ever having a package denied or returned and we used FedEx exclusively for lots of large, strapped packages.
bassdude OP
461 posts
 
Many of the comments above (especially those from dealers and frequent shippers), have provided me a good education regarding how best to ship packages safely without damage, and to assure claims are honored by shipping companies - will be very beneficial in the future to avoid issues.  
bassdude OP
461 posts
 
And... I guess to summarize it appears the following may be beneficial:

1.  Should triple box - mfrs double box should be wrapped in some cushion material and enclosed in another box without mfrs labels on the outside box.  

2.  Should strap and tape the straps of the outside box.

3.  Should take pics of the contents, packing process, and finished package.

4.  Should have UPS or FedEx store inspect the packaging and complete the packaging with the final outside box to obtain their comfort and assurance any claims will be honored.

5.  Should insure package for $5000+, to assure package receives special handling by shipping company.  

6.  Should consider using SBA or BAX for shipping large, heavy, high-value contents - because they use special freight handling to assure no damage in transit... and... they honor their claims.

7.  Should consider using a 3rd party, independent shipping insurance company, such as ShipSure to assure claims are paid - Must meet their packaging requirements (most of which are included above).  

Think this reflects most of the advice from the experienced shippers.
bassdude OP
461 posts
 
And, oh yes...

8.  Should take pics of any package received with any outside damage and refuse shipment - don't accept package and expect to file a claim after accepting it to be honored / paid by shipper.  
maxboy00's avatar
maxboy00
273 posts
 
As mentioned, shipped a pair of speakers via UPS, speakers arrived undamaged, and on time. The only issue was the lag in time it took for the system to update the tracking infomation.  
rwwear
2,848 posts
 
I've had many big arguments with FedEx over the years but I think they have improved. Mostly about delivery times and leaving my packages all over my neighborhood without telling me and coming to my house and leaving before I could get to the door. That was a few years back though.
dalecrommie's avatar
dalecrommie
91 posts
 
Isn't it kind of absurd to expect the shipping container to arrive in pristine condition?  Have you ever thought about the massive chain of events that it takes to get a package somewhere.  It is incredible that this event is even possible.  
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