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  1. #1

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    Default Need help - FedEx Claim

    After waiting three weeks for my Totem Hawks to arrive...they did...but DAMAGED . I'm not entirely sure if the speakers were supposed to ship with the totem "claws" attached to the bases, but obviously stress during shipping caused a few cracks in the cabinet at the claws. They shipped in the manufactures boxes, but they didn't appear to be in the greatest of shape. As I carried them into my house, the speakers felt "loose" inside the boxes.

    They were insured which I'm thankful for. I would really appreciate advice and some insight on the process and how to go about it. Thanks guys.

  2. #2

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    Contract the seller, take lots of picture for emailing

  3. #3

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    Take lots of pics, don't throw out the original box, and hope the seller is responsible since he/she has to make the claim. Also, do NOT let them take the package if they come to inspect it. You may never get it back. the other piece of advice is to keep calling and bugging them until u get someone who cares. The one claim I got approved out of the two I have submitted was mainly dud to a sympathetic FedEx employee.

    Good luck.

  4. #4

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    First Guess: Insurance will be denied due to "insufficient packing" or some similar phrasing. The seller is at fault for failing to ensure the item is packed so well that it could survive delivery via ICBM. Far as I can tell, insurance on a package is nearly a waste of money, the standard practice is to deny the claim.

    Second Guess: When you write a complaint to your state's Insurance Commissioner, you MIGHT get some actual action.

  5. #5

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    Yeah, I no longer insure anything. I pack it so that I'm comfortable it will survive the trip. If it doesn't, I obviously didn't pack well enough and it will get denied anyways. Its lose-lose as far as that goes, so the responsibility lies solely with the shipper.
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  6. #6

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    My advice for filing any UPS or FedEx claim is to go slam your balls in a car door a few times so the pain of having your hard worked claim rejected isn't so bad.
    "Unwad those panties and have a good time man. We're all here to help each other, no matter how it might appear." DSkip
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  7. #7

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    I can personally claim that FedEx has screwed up twice in the last 5 times I've used them to ship to me. I've had it with them, it's obvious their delivery people don't care about how they handle your purchase or if they actually deliver it to the right address. Screw em, I'll go with another carrier.

  8. #8

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    Quote Originally Posted by ZLTFUL View Post
    My advice for filing any UPS or FedEx claim is to go slam your balls in a car door a few times so the pain of having your hard worked claim rejected isn't so bad.
    Now THAT'S funny
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  9. #9

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    ZlT, Too funny. I almost peed myself.

  10. #10

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    yea they are the worse


    Quote Originally Posted by Polkie2009 View Post
    I can personally claim that FedEx has screwed up twice in the last 5 times I've used them to ship to me. I've had it with them, it's obvious their delivery people don't care about how they handle your purchase or if they actually deliver it to the right address. Screw em, I'll go with another carrier.

  11. #11

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    Every claim I've made has been paid by Fedex/UPS.

    Don't be negative and just submit the claim.
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  12. #12

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    Quote Originally Posted by Polkie2009 View Post
    I can personally claim that FedEx has screwed up twice in the last 5 times I've used them to ship to me. I've had it with them, it's obvious their delivery people don't care about how they handle your purchase or if they actually deliver it to the right address. Screw em, I'll go with another carrier.
    UPS isnt any better..i ordered a item and had shipper mark fragile on item . I was sitting outside when the truck came to a screeching stop. The driver barreled ars into the back before it came to a stop. I saw my box roll out the door. Then he grabbed it and noticed i saw everything. As he was walking toward me. I said you know that is a 1970's stereo receiver. He looked at me like a dumb ars n said nothing.. Now i have to fix the light on the tuner. When i bought it i know it worked because the picture showed it and it just had been serviced....just p-ss's me off

  13. #13

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    So I decided to hook the speakers up and guess what? Crackly static from both speakers... Here's what's crazy.

    The Totem Hawks have two ports on the back of both speakers. The bottom one is there so the user can experiment with adding some weight to the base of the speakers with lead shot or sand. As soon as I heard the static I took at look at the crossover in one speaker and it there was lead shot ALL OVER the crossover components. The owner poured the lead shot into the wrong port shorting something out on the crossover.

    This is so frustrating. I'm trying to talk with Totem to find out of the speaker claws are supposed to be removed before boxing them for shipment. If the seller refuses to take responsibility, then what, I'm out of the pocket $1290? The ****ty thing is that this wasn't a paypal transaction.

  14. #14

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    That sounds really bad! Not too long ago I was expecting my Fluke 87V from an upgrade from Fluke (new board REV 11)and Fedex left it outside my door and I never saw it again! I called Fedex and Fluke. Fedex said it was the Fluke company's fault since they did not ask for signature. so I spoke with Fluke and the supervisor told me not to worry, She will send me a new 87v and I just check the tracking number and I will get it this Monday, Fluke has the best customer service and best multimeters...Happy ending here!!!. I guess in your case the problem was with the shipper too, The shipper did not take time or care to packaged them in double boxes or putting some kind of protection. I hope you get at least your money back and do not deal with this kind of people anymore. Good luck!!!
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  15. #15

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    All I can say is good luck, being insured helps and if they are the latest model of totems means you will have to be consistent after filing a claim, now being insured and used means they will lowball you and prorate them due to there age.

  16. #16

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    Me and ZTFUL shared a nightmare experience with a top quality gaming PC that was one of the best bargains I was ever offered. I counted down the days and did all the reading I could about 680gt graphics cards and then bump. The ups guy pile drives the package into the floor and asks me to sign for it. I took it inside and just like a kid on christmas day I opened it to have my dreams of high end pc gaming crushed lol

  17. #17

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    When I bought my PSB Synchrony One towers they were the most expensive speakers I had ever bought, and I was like a kid waiting for Xmas before they arrived. I took the arrival day off, and when the Fed-Ex trucked arrived I was ready. Then, rather than use the lift, I watched the guy drop them off the truck. I ran outside screaming "WTF are you doing". I made him wait while I opened each speaker and inspected them. Since PSB made and shipped them from China the packaging was well done, and it took me a while to open each speaker. Anyway, they looked okay so I let him go, but I did contact Audio Advisor to tell them what happened, and to not use Fed-Ex anymore. Anyway, 5 years later they are still working great, even if they were moved into my HT/surround system. Coincidentally, I am using that system now.

  18. #18

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    Ya know, I've shipped a lot of gear over the years. Not once has anything I've packed been damaged because I understand that the factory packing isn't good enough. When I buy something I discuss with the seller how the item is to be packed and offer to pay for extra packing material if I think what they have isn't good enough.

    The rule of thumb and the requirement of FedEx and UPS. There must be at least 2 inches of solid packing material around all sides, top and bottom. Bubble wrap and/or peanuts doesn't cut it for expensive, heavy gear. If at all possible, it should be double boxed. I always take step by step pictures of the pack job and show them to the clerk, so they know I'm effing serious.
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  19. #19

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    Thanks again for all the support and advice.

    Here's what the seller is trying to pull with me now. I don't know if I mentioned this, but he was selling the speakers for his friend on audiogon (where I purchased them). Here's his latest response:

    "Hi, I didn't get your phone message. I've been having trouble with it and
    prefer to email until I obtain a new carrier. I spoke to my friend who is in the
    process of leaving on a family trip to Seattle. As he states, these are his
    final words on the subject. The only way any money will be returned is by the
    Fed-Ex insurance. You were not authorized by Totem or him to open up the speaker
    and poke around the crossover. Once you did that you own them. No refund was
    offered or implied in the ad. The speakers were insured for $1250 each in case
    one or both were lost or damaged in shipping. That way if one is lost you are
    made whole instead of getting just half. What good is one speaker anyway? The
    lead shot was removed from the proper bottom chamber and and the ports plugged.
    None was ever put in the top port. The speaker was shipped to him with the claws
    attached and and filled with shot. He had them for some time with no problems.
    No damage was suffered as the ad pictures clearly show. If any damage to the
    speaker or crossover occurred it was because of rough handling during shipment
    to you. I'm stuck in the middle but I am willing to help you all I can with the
    damage claim. As I understand, either one of us can initiate a claim. The
    difference is that the check goes to the person who files the claim. I hear that
    Fed-Ex looks for any excuse to deny the claim but are generally fair, better
    than UPS. How do you wish to proceed with the damage claim? Regards."


    Do I have any moves here or am I out $1,290 and stuck with damaged speakers?

  20. #20

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    Take pictures and file your claim. Is it allowed to sell for another person on Audiogon?
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  21. #21

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    File a claim and fedex will send some one round to your home. They will take the speakers back to the origin of shipment and then begin refunding the seller and he can refund your payment

  22. #22

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    You started this thread on June 5. It's now June 11. Waiting does not increase the chance of getting paid.
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  23. #23

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    This is a bad situation. It appears to me that you are at the mercy of FedEx. You should contact FedEx and file a claim as soon as possible and be prepared to demonstrate to them that the cabinets were damaged in shipment. I don't think you will get very far with FedEx by telling them about the lead shot getting on the crossovers. Telling them that might actually hurt your claim. It would say to them that the shipper was careless in packing the speakers for shipment.

    The other two guys are not going to give you back your money. I don't see any incentive for them to do so other than a little guilty feelings on the part of the middle man. If you had paid with PayPal or had withheld part of the payment until you received the speakers they would have an incentive to work with you but in this case they don't.

    If you paid by credit card you might want to check with them. I doubt they could help you unless was committed in the transaction.
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  24. #24

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    At this point, my question is how to repair a 3 inch crack in the cabinet? :(

  25. #25

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    Quote Originally Posted by TennMan View Post
    It would say to them that the shipper was careless in packing the speakers for shipment.

    If you paid by credit card you might want to check with them. I doubt they could help you unless was committed in the transaction.
    Your first comment...NEVER say you OR the shipper was careless in packing. That is grounds for an immediate denial of claim. In fact, don't point the finger at anyone but the shipping company.

    The second comment I quoted...You have a chance if you paid with credit card. You can file a claim with your credit card company claiming that the goods you paid for were not the goods you received. I have done this a couple of times. Once with Amex and once with Visa. Both times, the credit card company requested that I shipped the items to them on their dime and they credited my account. You just need to show that the item you purchased is not the same quality of the item you received...shipping damage or otherwise.
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  26. #26

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    WTF, why haven't you contacted FedEx? You should have done that immediately after finding the damage.
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  27. #27

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    It doesn't take 3 weeks for a seller to ship speakers, I think he's trying to pull a fast one. He must have had the speakers damaged and figured to send them to you anyways with insurance and let you deal with a claim.

    I'm sorry dude but this does not look good at all for you.

    I'd talk to a lawyer, or file a small claims suit against him. See how quickly he moves his ass to get you your money back.

    This happened to a friend of mine, he bought a $1500 PC from a guy in Washington State. The PC arrived wet, box ripped open and dead. The seller had Fedex pick it up and he built him a new one and the same thing happened to the second one.

    My friend wanted a refund, the seller wouldn't give it to him. He wanted to send him another PC.

    My friend filed a suit against him, they talked with a Judge over the phone and my friend won and got his money back.
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  28. #28

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    Guys, at this point, I'm just done with it all. I got the speakers working and they sound fantastic, and that was all that mattered to me. The repair seems like it would be easy enough to do. I really appreciate you guys sticking this out with me.

  29. #29

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    Quote Originally Posted by audiocr381ve View Post
    Guys, at this point, I'm just done with it all. I got the speakers working and they sound fantastic, and that was all that mattered to me. The repair seems like it would be easy enough to do. I really appreciate you guys sticking this out with me.
    Pictures of the speakers and close ups of the damage with a tape measure, please.
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