Lexington, KY
Ok, so I had a machine damaged via freight. I used a 3rd party company for billing in order to get volume rates and not be a volume user. They price shop and use whatever shipper is local for the best rate. It happens to be the same freight company every time and a nationwide company with a good reputation.
However, as you know, these guys treat their cargo like crap. If you put FRAGILE stickers on it, they hit them harder. If you at all care about your stuff, it seems they like to show you how they can break things in more inventive ways. I've just always dealt with the claims myself and sucked it up.
Well finally, I've had it. They damaged a machine (Ms. Pacman) and the customer refused it. The freight company shipped it back and I repaired it. Of course, I had to pay for another shipment and issue a claim with my 3rd party. I had a feeling it was going to be a pain in the ass.
6 weeks later and many emails and calls unanswered. I finally get "Jenni" on their business chat line.
Here's what follows... I know it's long - but read it.
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You: Hello, I am inquiring about an open claim. I've tried to get updates on this a couple times now and was told someone would contact me... but it never happens. It's been just about 6 weeks now, so we're at the end of the wait period. I'll need to get resolution on this today
Jenni: BOL#
You: 1xxxxxx
Jenni: Just one moment, checking.
Jenni: Need the total weight of the damage that occured
You: The total weight of the shipped item?
You: I believe it was 325 lbs
You: It's a full size commercial Ms. Pacman arcade game that was restored to new condition
Jenni: 'The weight of the item is 325
Jenni: How much of that was damaged
Jenni: What was the total weight of the damage
You: The damage was cosmetic, but the customer refused it and it came back to me. I had to tear it down, repaint and resticker the one side and pay for it to be shipped back again. She accepted the package the second time.
You: The driver was there and I spoke with him. He took it right back on the truck and confirmed that there was damage on the side
You: The entire machine had to be shipped back so the total weight was the original shipping weight.
Jenni: I understand the machine was damaged
Jenni: In order to complete the claim
Jenni: I need the damaged weight
You: Im sorry, I dont understand the question then? The damaged weight? Something on the truck must have fallen and skidded down the size of the machine. It ripped through the packaging, scraped through the paint into the wood about 3" or so.
You: Based on the description online:: E. WEIGHT OF CLAIMED GOODS When filing a cargo claim for a partial damage and/or loss the weight of the affected cargo is required.
You: The entire machine needed to be shipped back, so this is not considered partial damage. So the weight should be the entire package.
(30 minutes passes)
You: hello?
(another hour passes I think - I had to go to a meeting)
You: Let me know the status on this please. I understand you have a process and act as a 3rd party, but it appears as you havent even started processing this claim.
Jenni: Let me call the claim office.
You: thanks
Jenni: RL is claiming they havent received will email it to them now
Jenni: Not fax it
You: ok, so what's the next step after that?
Jenni: Will get a confirmation from RL with email that they received it and then contact you
Jenni: I need the total weight
Jenni: That was damaged
You: 
It was all one piece. So 325lbs
Jenni: It was 1 piece
You: yes
Jenni: But I need the weight of what got damaged
You: I feel like we're going in circles. There was not a separate piece that got damaged that could be
removed. The entire item is one piece
Jenni: I underatand its 1 piece
Jenni: The entire item didn't get damaged correct?
Jenni: Just 1 part?
Jenni: What is the weight for the item that got damaged
You: The entire cabinet side was damaged. It cannot be separated because it is all one piece. It is not like a drawer in a chest that can be removed and repaired. There are no parts that could be removed to make it less than the entire weight.
You: So yes, the entire item was damaged
Jenni: SO it cant be repaired
You: The entire machine was already sent back to me - REPAIRED - and the entire machine was already shipped back to the original customer. I paid for this machine to be shipped in it's entire size TWICE plus the cost of repair
You: I cannot explain this any more clearly. This machine costs over $2000. The repair was less than the cost of a new machine.
(Crickets... no response - and we're still connected in a chat right now)
Winnipeg, MB
Leicester
