posted on May 10, 2001 12:08:38 PM
Just had my first Horrible Experience with a badly packed item--a vintage electronic item that the seller simply put into a Priority Mail box (no bubble wrap, no peanuts, no nothing) and gave to the tender loving hands of the USPS. Needless to say, the item arrived rattling like a Springbok puzzle box, and will soon be gracing the dumpster. (I just mailed a soft purse with more protection than this!)
I didn't buy insurance, so I suppose I'm out of luck. After I calm down, what should I say in my e-mail to the seller? He "guaranteed it to arrive in working order" (paraphrasing to avoid identifying him). Any suggestions? (Be nice )
posted on May 10, 2001 12:16:39 PM
Same thing just happened to me. A fragile item was wrapped in a paper towel and a black trash bag, placed upside down (small side down) in a box with no padding between the box and the item, (lots of padding on the side, though).
It arrived smashed. Seller says I didn't buy insurance and all sales final. To assure (he thinks) that I can't do a chargeback he has disengaged himself from Billpoint. The forms for the chargeback were mailed today.
If that doesn't work, then I will file for ebay's insurance.
Not my name on ebay.
posted on May 10, 2001 12:24:45 PM
Send them a polite email asking them how they would like to handle this matter. If they did such a lousy job of packing, then its their fault.
Even if you had gotten insurance, they will not pay out due to improper packing. How was the item paid for? If you paid with CC then you have a chance. See what they say first.
posted on May 10, 2001 12:34:07 PM
I'll definitely try the polite-e-mail message first. (The item wasn't terribly expensive, but is hard to find in my area.)
I paid with a CC (PayPal), but doesn't a chargeback tie up both parties' accounts? Not sure I'd want to forgo the use of my PayPal account while this gets sorted out. (Hoping that it won't come to that, really.)
posted on May 10, 2001 01:00:20 PM
If he "guarantees" that it will arrive in working order, then he is obligated to live up to that. Because of his lousy packing, it was NOT in working order (I assume), so he should pay regardless of the fact that you didn't purchase insurance.
posted on May 10, 2001 02:29:36 PM
Hopefully the seller will assume the responsibility that he should. Particularly because of the fact that he didn't pack it properly.
In the case of the pkg I got last week like that, she responded that she packed it very well, blah blah blah...Well, she DIDN'T!! I couldn't argue with her because that would not have served any purpose but I DID tell her that it was not packed well and the postal employee that watched me open it agreed. (Had to get my 2cents in there!)
Seller wouldn't even take care of initiating the ins claim. I had to do it from here.
posted on May 10, 2001 02:49:15 PM
Just a quick suggestion...(I have to run outside and do photos while the light is right). If you have a digital camera, you might send the seller a photo of your mangled purchase. I did that recently after receiving a mangled Priority box, no tape reinforcement, a tiny, unprotected item in a box of dead space. Dead space is bound to crush. I seldom buy anymore, but went on a fun spree last month, plus, my 15 yr old grandson asked me to bid a few auctions for his collection. I was appalled at some of the careless packaging. I don't understand how some of these people stay in business.
Packaging isn't rocket science, it's all a matter of common sense. MDH says I lose my profit in bubble wrap and clear tape. I don't charge handling. I do use Priority boxes and their *chocolate* tape, but still do the initial sealing with my clear tape.
Good luck to you...hope your seller stands by his guarantee!
posted on May 10, 2001 02:59:50 PM
Here I go getting in trouble again.
If only you'd bought insurance. Sellers should insist on insurance. As a buyer you made the choice and took the risk. If it had been insured you'd be in line at the Post Office filing a claim.
posted on May 10, 2001 03:12:22 PMwalhalla/dendude:
No trouble at all--I agree with you--20/20 hindsight. As a seller, I usually factor insurance into the opening bid (I sell a lot of one-of-a-kinds) and that's how most of my items are sent.
In this case, though, would I have even stood a chance? The seller did pack the item very poorly, and I wonder if the claim would have been rejected on that basis. (Luckily, this is my first experience with the smashed-item problem.) Just wondering...
posted on May 10, 2001 03:14:11 PM
And MY claim would have been denied due to poor packing. I took my stuff to the PO near where I work, and that's what they said.
Not my name on ebay.
posted on May 10, 2001 03:59:39 PM
It is true that even with insurance the claim might be denied, but at least then you have a good argument with the seller. You paid for insurance to insure it would be delivered OK. If the seller were to try and baulk then, you can point out it was improperly packed, and you want what you paid for. Delivery of the item in tact or a refund. Then, if they refused a chargeback would be in order. Though as a seller I would probably request verification from the USPS that the item was considered (by them)to be improperly packed.
If buyers automatically think of the chargeback as their insurance, how long will it be before sellers stop taking any payment that is processed with a cc? Or perhaps we'll start seeing PRIORITY, INSURED AND DC as mandantory on all items regardless of price just to try and prevent buyers deciding for themselves when a refund is in order???? Don't like the item? Don't like the way it was packed? Don't like the sellers TOS? No problem, just do a chargeback. That will pretty well do away with a TOS that states: "all sales final" or "I cannot be responsible if insurance isn't purchased" or "insurance is highly recommended and if declined NO REFUNDS on damaged or lost items".
posted on May 10, 2001 05:34:59 PM
I do not buy insurance to protect against improperly packaged items. I buy insurance to protect against loss or damage to properly packaged items. Proper packaging is always the seller's responsibility, insurance I purchase does not relieve them of that responsibility. I'm not saying the item has to be protected against catastrophe, but it must be packaged to endure normal handling.
posted on May 10, 2001 05:46:19 PM
I don't buy from sellers who expect me to decide whether to buy insurance or not. It is up to the seller to get the item to me in working order. How they handle the situation if the item is lost or arrives broken is their problem.
AND I never ask my buyers to pay extra for their insurance. Either I buy it, or I self-insure. I take responsibility for getting the package to them as they get the payment to me.
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