sheesh. Hope it arrives....
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| I hope this writes the final chapter http://www-.luthiersforum.com/forum/viewtopic.php?f=10102&t=9845 |
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| Author: | Michael Dale Payne [ Fri Dec 15, 2006 9:22 am ] |
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As most of you know, FedEx has agreed to pay the claim on the Narra/ Carpathian SJ. Our deal was they pay the full resale of the guitar and in exchange they get to salvage the guitar. Well they set up a pick up for 12:00-12:30 on the 13th I told them I had to work and would prefer to drop it off at the FedEx service center. They said it would have to be picked up at my address. So I made arrangement for the package to be left on my front porch with a neighbor watching to make sure no one else got it. as it turned out I went home for lunch and was there till 12:45. They were a no show. So that night I made arrangements for them to pick it up yesterday and I took a vacation day to be there. Again no show. I called them yesterday evening and told them I took off from work explicitly to be there and that they were no shows. They finally agreed to pick it up from my work location today between 10:00 and 2:00. Well at 2:45 today I called and went through the ladder to the dispatch supervisor for this region and they finally showed up a few minutes ago. Frankly I could care less if they came and got it but the settlement states that the check will not be cut till the guitar is in their possession. The bad thing is That all these snafu's are not in one department. every department involved from shipping through claims goofed up in one way or another. Dang scary |
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| Author: | Cocephus [ Fri Dec 15, 2006 9:34 am ] |
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Good to see that this step is done, although it cost you more on top of it all. Seems like anywhere you look these days, nobody wants to accept any kind of responsibility. Stick to your guns, Michael. Coe |
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| Author: | John How [ Fri Dec 15, 2006 9:47 am ] |
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Basically mike, they just want you to give up and go away, so you have to be as stubborn and persistant as they are. |
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| Author: | PaulB [ Fri Dec 15, 2006 10:05 am ] |
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This thing won't end until your client has a new guitar in his hands. |
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| Author: | Terry Stowell [ Fri Dec 15, 2006 10:57 am ] |
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sheesh. Hope it arrives....
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| Author: | Kevin Gallagher [ Fri Dec 15, 2006 11:35 am ] |
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Michael, Good news on the settlement agreement with FedEx. I look forward to heraing that a check for the agreed amount reaches you soon. I think it should eb safe since they'll more than likely send it through the USPS. Keep us all posted. Hoping for the best for you, Kevin Gallagher/Omega Guitars |
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| Author: | LuthierSupplier [ Fri Dec 15, 2006 12:24 pm ] |
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I feel your pain Michael. After living in Japan for 3 years, it is a constant struggle to understand how any business in the US stays in business. No one has authority or responsibility in their jobs to take care of the customer. My wife is japanese and she just doesn't understand this mentality. It seems where ever we go something gets screwed up. I just try to explain that we are all just used to this, and that is why it doesn't seem to bother us. But the reality is that we have all become calous to bad customer service. I wish I could change it all, but that will not happen. That is why I try to run my business by putting the customer first at all costs. Best of luck to you, and let us know when "the check is in the mail".  Tracy
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| Author: | Serge Poirier [ Fri Dec 15, 2006 2:01 pm ] |
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So sorry for all the troubles you are experiencing Michael, keep focussed and stay strong, this will end soon. Serge |
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| Author: | tippie53 [ Fri Dec 15, 2006 5:01 pm ] |
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I have to say that so far UPS has been very prompt at paying claims. When I send any valuable guitar ,there is a form that thedriver signs that states the instrument was packed properly. Claims are usually handled in a few days. Last guitar that was damaged was a 46 Martin BRW 000 worth about 5000 , they lost the guitar and when it got to the customer it was messed up. I got to repair it and was paid by UPS . Alot better than Fed Ex or USPS john hall blues creek guitars |
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| Author: | Michael Dale Payne [ Mon Dec 18, 2006 4:26 am ] |
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Well The FedEx story does have a good ending. I just got a phone call from the claim agent and they have just cut and mailed the check this morning Thank you FedEx, for doing the right thing. But it should not have been this hard. |
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| Author: | Serge Poirier [ Mon Dec 18, 2006 4:32 am ] |
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Right on Michael, very happy to see an end to this story, for you my friend! 
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| Author: | Michael Dale Payne [ Mon Dec 18, 2006 4:51 am ] |
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I found out that one of the reasons it is so confrontational with FedEx Claims is that they are self insured on their claims. As apposed to UPS and USPS actually take out a policy when insurance is bought. This is why FedEx calls it declared value instead of insurance. |
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| Author: | Alain Desforges [ Mon Dec 18, 2006 6:06 am ] |
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Michael, I hope it wasn't 'Fed-exed' over to you! Then it'll be the old 'the check is in the mail' routine... |
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| Author: | Michael Dale Payne [ Mon Dec 18, 2006 6:17 am ] |
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[QUOTE=Alain Desforges] Michael, I hope it wasn't 'Fed-exed' over to you! Then it'll be the old 'the check is in the mail' routine... [/QUOTE] 
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