Damaged Goods, the best way to handle them

Classic Toy Trains Forum
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I have some projects to complete downstairs before I start constructing new layout…One of the projects involved putting in an electrical subpanel that contains an automatic transfer switch for a backup generator…

This panel will contain circuit breakers for essential demands such as the well pump and heater, furnace, sump pump, fridge, freezer, a few lites and receptacles, and my TRAIN Room…

I ordered a panel on Nov 19, and it showed up yesterday.

Although the box weighed less than 50 pounds and was only 5 1/2 X 18 1/2 X 46 inches, and was easy to handle, it came by semi-truck delivery. The box had been bounced on one corner, and the driver noted this on the bill of lading…possible concealed damage…the box really didn’t look that bad.

I signed the bill of lading and the driver was on his way… I took the box into the shop and opened it up right away, and looked over the panel inside… when I opened the panel itself, there were chucks of broken circuit breakers and one broken door hinge… and the panel housing itself was bent out of shape…Not to mention the electronic control assembly???

So, now I get to take pictures and file a $399 freight claim[banghead]

Yesterday, I believe I really EARneD this title “[D)]” when I signed for that delivery…

In a case like this, can a person open and inspect a package without signing??? I have my doubts, but how do different carriers such as UPS, USPS, FedX ect handle this type of situation…

I sure learned the hard way on this one, but I hoped for the best, as it took nearly two weeks to get this panel, and it only came from Wisconsin[:(!]

It is my time to adopt a new policy for ordering and receiving goods over the internet…Just in time for the New Year’s Resol

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I may be wrong but I believe not i believe what you probably should have done was refuse delivery because of damage. As long as driver noted FedEx/ups would pay the claim but to ship a package under 70 LBS and the size you said by freight doesn’t make sense to me.

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May be I can offer you some assistance, as I have had close to 35 years in the distribution business and have dealt with freight claims as such. It is absolutely great that you had “possible concealed damage” on the delivery receipt along with the driver’s signature. This was the start of a process that can be a little frustrating, but none the less, if there was no marking of this, you just lessened your chance to recover the cost. Had you known, a couple pictures of the parcel would be helpful. Then do not get rid of the packaging… this is important. Next, call the local terminal of the freight company that delivered the goods. Seek claims and damage dept., or customer service. Advise them of the situation, a carrier insurance claim person may be called to stop to see the item. Then you need to prepare a claim, providing them with the Pro number of shipment, invoice of the item for value verification, and pictures if taken. This may be able to be done on line with the carrier’s website (claim form) and then mailed in. The company that you bought it from may be receptive to assist as well. Unfortunately it can take time for this all to play out. Another unfortunate conclusion is that the company that sold you the item may not have prepared the item for shipment properly, which at that determination, the carrier will bow out of the issue. Then it is back to the company you bought it from and try to get their involvment. Hope this all makes sense, and good luck. Whether freight, UPS or FEDEX, it is a very unfortunate and frustrating problem to deal with. It is so important to look over parcels very carefully before signing, but they generally will not allow you to open it while they wait.

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I have been a truck driver for a bit over 20 years, my advice, if you suspect damage, inspect it BEFORE you sign for it. If you have a reason to suspect damage, and they wont let you inspect it, Don’t accept the delivery. Something like a computer, they are not going to wait around for you to set it up, log on and have half a dozen conversations on line, but a single small package ( considering it was shpd by truck) you should be able to open quickly enough to determine if there was indeed damage to the item. The driver, most likely wont be HAPPY, but you should be able to do that much. If it is damaged, refuse the delivery, the contact the shipper. As mentioned above photos, would be a very good idea, especially of the damaged area to the packaging, then also of the damaged contents as well.

Good Luck,

Doug