That is how it works because once the freight is accepted, the claim is much more difficult. Unless damage is noted on the freight form, it is nearly impossible to go back. Certainly not the dealers fault the freight company damaged it and once the customer signed the receipt, a freight claim is out the window.

As you say, you paid for NIB and that's what you should get. I absolutely agree. That's why a customer needs to make sure it is acceptable before signing to "accept it". I have had customers open it in front of the driver if we see any sign of damage. Never hurts to be sure, tear back the box and inspect! This is an expensive item, the truck company wants written proof it was accepted in proper condition so if damage was caused later maybe while moving the machine down the stairs etc no one can come back to the truck company (yes this happens). I had a customer claim freight damage but later admitted they dropped it themselves. Truck company needs to protect themselves against potential situations like this.

In this case, the claim is likely a new cabinet cost, plus a reasonable amount of labor. Shouldn't be too bad, and I am sure the distributor will help get it taken care of. We always work with customers to get them taken care of, but fortunately freight claims are not too often.