ladyjewels2000
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posted on April 14, 2006 03:02:33 PM new
I sold an item for over $500 and it arrived in pieces.
I shipped DHL (my 1st mistake) but I insured the majority of the valve with DSI.
DHL paid the 1st $100 and even refunded the shipping cost $45. DSI denied the claim as not being packed correctly. Of course I disagree and may appeal but that's not really my problem at this point.
I have already sent the DHL refund to the buyer but I haven't given him the bad news about the balance yet. He had a repair estimate of $350 to $450 but my husband thinks that's high as he could repair it in an afternoon. He does wonderful work as well.
This $500 item on ebay would be a $1500 to $2000 item in the right gallery (even more if the designer could be identified) and the buyer has stated from the beginning that he hopes to have it repaired as it is an "Investment Piece". It a beautiful solid rosewood Danish Mid Century Modern piece.
He paid with a money order and has been wonderful about the whole mess.
What do you guys think would be fair?
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max40
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posted on April 14, 2006 03:06:56 PM new
Why not ask the buyer to send it back, refund the purchase price, have your husband repair it, and relist it?
Better than eating a $400.00 loss.
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tonimar1
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posted on April 14, 2006 03:12:22 PM new
Hi Ladyjewels
If he wants to keep the piece then maybe what I would do is offer him half his money back only.
If he will be sending it back to you then I would give him a complete refund.
But what I don't understand is if DHL gave you ins. money because of the damage then why is DSI giving you such a hard time.
I'm sure others will have great ideas for you also on what is good to do.
toni
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tOMWiii
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posted on April 14, 2006 03:12:57 PM new
"DSI denied the claim as not being packed correctly"
PLEASE tell more about the denial, as this has me VEEEERY upset!
Me-&-Ralphie have been really PROMOTING DSI for the past few years, as we'd been under the (misguided?) impression that they would cover just about any reasonable claim, just as long as the RECEIVER'S letter of loss was complete!
Did this bozo say that the item was incorrectly packaged?
[ edited by tOMWiii on Apr 14, 2006 03:13 PM ]
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mikes4x4andtruckrepair
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posted on April 14, 2006 03:21:37 PM new
When I ship with DHL I always use their insurance and not "aftermarket" insurance. I had to file a claim with them once and was to say the least stunned with how fast I got the claims check. I don't mind paying a little more if they pay claims.
 Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. - Albert Einstein
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ladyjewels2000
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posted on April 14, 2006 03:56:50 PM new
Tom - I'll email you over the weekend with full details.
Mike - I shipped the item on 11/23/05, filed on 12/4/05 and got the payment on 4/1/06. Not the speed of light. They lost the claim twice so the last time I sent it registered.
I had always heard that they would not pay for much of anything over $100.00 but this was my lst claim so I don't know.
Max - This would be my best option but the refund would really hurt with the bad ebay luck I've had over the last month and a half. I have a feeling he isn't going to want to return it. I think he knows what he has.
tonimar1 - of course I would refund everything if he sends it back but 1/2 of what if he wants to keep it. $500 less $100 =
$400. Repairs could be as low as $350 less $100 is $250 x 1/2 = $125. DSI would have only paid the repair and I'm guessing it would have been at the lower end of the estimate.
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mikes4x4andtruckrepair
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posted on April 14, 2006 10:59:29 PM new
The claim I did with DHL was about 3 or 4 months ago. I called and informed them that the customer had called and said their item was damaged and that it looked like the box had been dropped on it's bottom from a good height. First damaged item I had ever had through DHL. The customer service rep said she would get a claim form in the mail and it showed up about 4 day's later. I filled it out the same day, included pictures that the customer had emailed me, pictures of the item before shipping, a advertisement from the manufacturer of the items cost new, copy of my sales invoice and all the other needed paperwork and sent it back to them the same day via 1st Class mail. I got a check in the mail for $450.00 about 2 1/2 weeks later. So from the time I called them until I had check in hand was about 3 weeks.
Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. - Albert Einstein
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ladyjewels2000
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posted on April 15, 2006 01:59:33 PM new
Mike - I had to request the claim form 3 times before I got it. We faxed all the paperwork to them twice. They said they never got it both times so that why I sent it registered.
Once I mailed, it was only about a week or so before I got the check. So I guess the lesson on that is NEVER fax them anything??
I think DHL is trying hard to repair their poor image from so many screw-ups in the beginning. My sales representative even called to wish me a Happy Easter. WHAT!!
I think what I may do is send the buyer an email letting him know and just ask him what he wants to do.
Some friends are telling me to just let him appeal and whatever he gets - he gets, but I don't feel that would be fair. Nor do I want to refund him $250 (1/2) and have him keep it. I'd take it back first.
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whatnot3
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posted on April 16, 2006 07:33:09 AM new
How did DSI decide that is wasn't packaged properly? I would keep after them till they pay.
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rustygumbo
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posted on April 16, 2006 11:57:23 AM new
Did someone from DSI or DHL inspect the package? If not, how do they know it was not packaged properly? If so, who was the inspector and how did they determine it wasn't packaged properly?
I would dispute their claim it wasn't packaged properly, but also make sure to ask the right questions because you probably find that nobody can actually answer them for you, which makes your case that much stronger.
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ladyjewels2000
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posted on April 16, 2006 01:36:14 PM new
They did it with photos. I called but didn't really get a good answer to why so I may very well appeal.
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bizzycrocheting
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posted on April 17, 2006 02:01:08 PM new
Post this on Ebay's Shipping board. DSI monitors it and wouldn't want the bad press.
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hwahwa
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posted on April 17, 2006 02:13:15 PM new
Did you follow their packing guidelines?/
/ lets all stop whining !! /
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ladyjewels2000
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posted on April 17, 2006 02:57:18 PM new
DSI says their guideline mirror the shipper - I shipped with DHL and they paid their part of the claim - so I would have to say yes.
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