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Old 05-28-2013, 04:55 PM   #1
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Amazing Customer Service Statement

Just bought 13.5 btu roof top a'cond from XXX - damaged in shipping - frame bent around roof gasket by over 1/2 inch at one corner. Sent pictures and got reply #1
I answered not acceptable and that I did not intend to use my RV roof in attempt to straighten bend A/C frame. Got #2 reply which I find totally unbelievable. Does that mean UPS can't deliver RV a'conds? Once I install - shipping damage would not be covered by mfg. warranty and I would be screwed.
Not saying who xxx is just yet. Need to see how they handle this. I will follow-up when this is over
#1
Sorry that your AC got damaged in transit. Our Manager Reviewed the photos and said that the damage to the AC is minimal and would not affect the performance to the AC, however for the damage we can offer a refund of $45 for the trouble of the damage to the AC. This refund is what we make on the AC. Please let us know if you are Ok with the Refund

#2

We can start on getting a replacement, it will take around a week, since it was damaged in shipping we will have to open a claim through UPS. But also I canít promise that UPS will deliver a new AC in better condition. either

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Old 05-28-2013, 05:00 PM   #2
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They just don't want to go through the trouble of a claim. Tell them to make it right they need to deliver an AC unit in "new" condition. It needs to be appropriately packed and handled by the shipper.

Note, they're barking because:
1) UPS won't take responsibility for their claim unless it was "adequately" packed per UPS standards.
2) They'll have to pay to get it shipped back.

Bad service, I agree.. But they have an obligation to deliver in the condition that you ordered it in.
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Old 05-28-2013, 05:02 PM   #3
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Can you share the photo of the damage?
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Old 05-28-2013, 05:33 PM   #4
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Picture as Requested

I sent about ten pic's including two of box before it was opened. This pic shows a straight edge on gasket. Note that there is about 1/4 inch of space at both ends of the gasket. There is no way I want to use the mounting bolts and my roof with enough force to straighten the bent a'cond base plate/frame.
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Old 05-28-2013, 05:53 PM   #5
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I sure wish it was unbelievable but it's getting all too common. Nobody wants to take responsibility. They just point the fingers at their vendor instead.

Good luck with it.

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Old 05-28-2013, 06:13 PM   #6
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Its funny, I've read this thread title several times and I swear I thought it was about A_M_A_Z_O_N customer service!
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Old 05-28-2013, 06:34 PM   #7
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I hope you paid for the A/C with a credit card. If they will not make the unit good, send them a letter telling where they can pick the unit up and let your CC company know that the damaged goods are not accepted. Ask for a refund.

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Old 05-28-2013, 07:04 PM   #8
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Quote:
Originally Posted by TXiceman View Post
I hope you paid for the A/C with a credit card. If they will not make the unit good, send them a letter telling where they can pick the unit up and let your CC company know that the damaged goods are not accepted. Ask for a refund.

Ken
You are absolutely right about using a CC. Before too much time goes by, I would call the CC company and explain the situation and that you will not accept damaged goods. I'd be willing to bet the CC company will get the ball rolling.
I just went through something similar with hail damage to a Rental Car. The CC co. made things happen in a hurry.

Good help is hard to find. Two weeks ago I ordered 2 new windshields for my DSDP from the local glass shop. I gave them all the info they asked for like VIN, DOT # off the old ones, pictures of both sides and an overall shot of the MH along with Make/Model etc..... Today I take it in to have the new ones installed and the had ordered replacements for a Gas rig.
Now the correct ones will take another week and a half to arrive. We are leaving in 10 days for our move to BC.
I just don't understand, when the order was placed, there was a choice between Gas or Diesel. If they were not sure, a simple phone call would have answered the question and the correct parts would have arrived. Instead, the person placing the order just ASSumed....
Am I frustrated?
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Old 05-30-2013, 03:46 PM   #9
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This is why you are supposed to inspect the shipment when it arrives. If it is damaged, you refuse shipment of the item, and it is up to the seller to deal with the shipper.
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Old 05-30-2013, 06:10 PM   #10
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That is fine if this were the real world, However It has been ages since I saw an actual carrier. UPS will drop the package off and leave as will Fed Ex.
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Old 05-30-2013, 06:15 PM   #11
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exactly!

UPS moves the box, if said box looks to have damage it is up to the receiver to notice and advise driver, sometimes inspect at once or refuse it.

If damaged inside and box is okay and FACTORY sealed then manufacturer.

We had manufacturer replace a few units that were about $20,000 each due to poor box design.

If the box was FACTORY SEALED then it is the manufacturer and shippers issue, the dealer should act as agent to get new one shipped
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Old 05-31-2013, 08:05 AM   #12
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This sounds like an excellent candidate for Good Sam/Camping World Highways magazine RV resolution department.
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Old 05-31-2013, 09:44 AM   #13
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Most AC are shipped by freight. Not UPS or Fed Ex
That is how PPL ships them. And the Coleman's are shipped in the Colman factory shipping box.
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Old 05-31-2013, 10:04 AM   #14
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Quote:
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Most AC are shipped by freight. Not UPS or Fed Ex
That is how PPL ships them. And the Coleman's are shipped in the Colman factory shipping box.
Shipping in the factory shipping box does not guarantee that UPS will accept responsibility for damages. We used to ship lots of HDTVs with them and quite a few got damaged. UPS would attempt to get out from under the claims by arguing that the manufacturer's cartons didn't meet their requirements. When asked to explain how the TV had made it to the US from China (or wherever) their response would be that they were on pallets and inside cargo containers.
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