#1
|
|||
|
|||
New MARTIN went BOOM off the UPS Truck 12/6 Update
I shipped a guitar back to LA Guitar Sales after a 72 hr approval. Great guitar but it didn’t find its way into my heart. I shipped it with insurance for the $2700 value. It made it there in MOSTLY one piece. I shipped it the same container and packaging that it came from in the Martin factory to LA Guitar Sales and to my home.
I began the claims process with UPS. They will take a look at it and inspect it and make a determination. Ted at LA Guitar said this has only happened three times in 10 years of shipping thousands of guitars. Given the details, what do you think will be the result? A. They write me a check for $2700. B. They say “Sorry, this package wasn’t packed to our industry standards. C. Is there a “C” option? 12/6 Update: In a nutshell, I have the guitar. It was shipped back to me by UPS because it was refused by LA Guitar due to the obvious signs of a big impact. The case was cracked at the lower bought. The guitar inside shows no signs of damage from the outside. One could say that the case did it's job. Problem is that the guitar was being returned to the store for a full refund and now I don't get that refund due to possible damage to the guitar. I have been asked to provide statements to the potential loss in value or repair costs that I cannot determine. Jump ahead: I just faxed Claim forms and other purchase and shipping documentation to Crawford and Company in Virginia who will be evaluating/investigating to accept or deny my claim. Now, this seems to be the third step in this story. Originally, I was working with a rep in Fort Worth, Texas. I sent in pics and answered some general questions. The rep has moved my case on. I don't take it as good or bad news necessarily but it is moving forward. My total claim is for $2857. The cost of the guitar and the return shipping back to the store and when they charged my credit card with the return trip of the guitar to back to me. It's been 6 to 7 weeks since this all started. I have patience.
__________________
Vancebo Husband of One, Father of Two Worship Leader, Music Teacher Oregon Duck Fan Guitars by: Collings, Bourgeois, Taylor Pickups by: Dazzo Preamps by: Sunnaudio Amps by: Bose (S1) Grateful Last edited by Vancebo; 12-06-2019 at 11:18 AM. Reason: Update |
#2
|
|||
|
|||
Don’t worry about it. You should be covered.
|
#3
|
||||
|
||||
Sorry to hear that. The cynic in me says they will do everything they can to deny your claim, but I hope I'm wrong.
__________________
Merrill | Martin | Collings | Gibson For Sale: 2023 Collings D2H 1 3/4 Nut, Adi Bracing, NTB -- $4250 shipped |
#4
|
|||
|
|||
There is a "C" option... They offer to pay for "repairs" and you have to fight them because you're not in physical control of the guitar anymore. Or they may deem it belongs to the store and value it at wholesale as they won't cover "consequential damages" including loss off opportunity. It all depends on who is working the claim at UPS who they think holds title, etc. Claims agents can make things simple or very complicated.
How much damage was done to the guitar?
__________________
Assuming is not knowing. Knowing is NOT the same as understanding. There is a difference between compassion and wisdom, however compassion cannot supplant wisdom, and wisdom can not occur without understanding. facts don't care about your feelings and FEELINGS ALONE MAKE FOR TERRIBLE, often irreversible DECISIONS |
#5
|
|||
|
|||
UPS generally has very good customer service. Hopefully they will write you the check. If not, I would definitely take it to a small claims court
|
#6
|
|||
|
|||
So ultimately what happened? How damaged is it?
__________________
Current: Lowden F35, Sitka / Cocobolo. Maestro Victoria, Sitka / EIR. Maestro Singa, Adirondak / EIR. Maestro Singa, Sinker Redwood / Wenge (incoming) Gone but not forgotten: Martins, Gibsons, Taylors, sundry others. |
#7
|
|||
|
|||
If you insured it you will not have any problem getting your money back. I had a pair of speakers I shipped that got damaged and I received a check for the full amount. It might take them a little bit to get your check but it should come.
__________________
Eastman E10ss Eastman E20D-tc |
#8
|
||||
|
||||
My question is what is the extent of the damage and how specifically did it occur. Did it literally fall off the truck? As for who owned the guitar at the moment of impact, I would assume that until Ted refunded the $2700, the guitar still belonged to the OP...
__________________
Emerald X20 Emerald X20-12 Martin D18 Martin 000-15sm |
#9
|
|||
|
|||
It's UPS. "B"
|
#10
|
|||
|
|||
In my experience with UPS, a substantial claim will usually be challenged and denied as a matter of course. The usual reason given is insufficient packaging.
What you need to stay focused on is that you: Quote:
If they only want to pay for repairs, stay firm that you purchased a new guitar, and that any repairs will not only decrease the value, but can't be guaranteed to make the guitar as good as new. Good luck!
__________________
1950 Martin 00-18 RainSong Concert Hybrid Orchestra Model 12 Fret Eastman E20OOSS. Strandberg Boden Original 6 Eastman T185MX G&L ASAT Classic USA Butterscotch Blonde Rickenbacher Lap Steel Voyage-Air VAD-2 Martin SW00-DB Machiche 1968 Guild F-112 Taylor 322e 12 Fret V Class |
#11
|
|||
|
|||
I asked "OOPS" about the idea that Martin ships with their normal top and bottom supports, and was told that is not considered "sufficient packaging"...
Humorous. So now I add foam panels front and back, plus foam supports near the top of the neck, and newspaper filling throughout in additional to the Martin cardboard, to ensure the UPS gorillas (and I worked in packing trucks there some years back and know how absolutely nothing is treated carefully) have less of a chance of breaking fragile items. Actually, I never ship via UPS anymore. FedEx all the way. But I hope you have a successful outcome!
__________________
Tom Martin Custom Authentic 000-28 1937 Martin 1944 00-18 |
#12
|
|||
|
|||
There may be more truth to this than not. A few years ago when shipping a guitar I was told at a UPS retail location that they would not insure instruments (and other fragile items) in re-used shipping containers/boxes. I’d add though if they accepted your package and gave u insurance you’ve got a good case.
Either way I think the most important thing is to GET LA GUITARS INVOLVED in the discussion w UPS! You and I are insignificant to UPS, but LA Guitars is a big customer.
__________________
“The tapestry of life is more important than a single thread.” R. Daneel Olivaw in I. Asimov's Robots and Empire. |
#13
|
|||
|
|||
Thanks for all the responses. UPS is sending a guy to LA Guitar tomorrow to pick up the package to take it in for inspection. We’ll see what happens. I figure that insurance is insurance. That should cover it. After all, what else is insurance for? Being a used box has me worried a bit. Ted also sent me pics of the damage but I did not see the damage to the guitar. There was no pic of that. The case is cracked at the seam along the top edge of the lid.
I am sure I will have to keep calm for a couple of days before I find out.
__________________
Vancebo Husband of One, Father of Two Worship Leader, Music Teacher Oregon Duck Fan Guitars by: Collings, Bourgeois, Taylor Pickups by: Dazzo Preamps by: Sunnaudio Amps by: Bose (S1) Grateful |
#14
|
|||
|
|||
I'll say B claim denied !!! They hate to pay !!! I hope it's A, but that little devil is saying no no no !!!
|
#15
|
||||
|
||||
You stated it went "boom? off the UPS truck". If they dropped it or mis-handled it, you should be reimbursed up to the amount you insured it for. In the many, many guitars I've shipped, I've only had one damaged. They put a fork-lift fork through it. Obviously no matter how it was packaged, it would have been damaged. They paid quickly. Another great reason to have private insurance. With an all-inclusive policy on all your instruments this would be covered without question.
|