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Broken disks

by Scott Ames
10 replies
If I send a package to a customer which is shipped in perfect condition, and it arrives with broken disk boxes, cracked disks, etc. is that my fault?

1. It could be my fault for not packaging it well enough or choosing a fulfillment center that will
2. It could be the fault of the shipper or local carrier that treated is so roughly, especially if a good percentage arrive ok
3. Its certainly not he customers fault and they should not have to deal with it
#broken #disks
  • Profile picture of the author Ricter
    Not your fault, maybe the courier's, but it is your responsibility. Edit: does the FC buy the courier's insurance?
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  • Profile picture of the author ahuddy
    Offer shipping insurance to your customers. It only costs a few dollars, and if the items are inexpensive, then insurance is next to nothing. This way the items are covered and your customer can either get their money back or you won't lose out too badly by shipping another.
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  • Profile picture of the author Chris Thompson
    Here is an idea:
    If disks get broken use cd-fulfillment.com and setup an account there simply to handle shipment of replacements to customers. They will burn and ship on demand globally. I was considering this prior to my decision to sell only digital products. They appear to have a good reputation from the people I consulted with. They do CD and DVD on demand. Singles and multis. It would cost you like $4 or less to ship out a single DVD or CD to replace something that was broken. You could have the fulfillment center handle it even.
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  • Profile picture of the author Chris Lockwood
    Does it really matter whose fault it is? If the product arrives damaged, it needs to be replaced.
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    • Profile picture of the author Scott Ames
      Originally Posted by Chris Lockwood View Post

      Does it really matter whose fault it is? If the product arrives damaged, it needs to be replaced.
      True.. some customers however call you every name in the book including a scammer if they don't get perfect disks.
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      • Profile picture of the author richdirtygirl
        Scott, honey...

        it is like this: if you don't say anything, it is your responsibility. They are not paying you for sending them... they are paying for the disks...

        Now... if you make a disclaimer and say that you will not be responsible for damages during shipping and blah blah blah... and recommend the buyer to contract insurance, they know they can't complain.

        Some might come after you anyway... that's life. But you will be always in a better position... if you resend the disk at your expense or at 50% or whatever... you are a great guy with amazing customer service...

        But if you don't do the disclaimer and send the disk at your expense... you are a lousy ass only doing his duty and doing it bad by the way...:rolleyes: if you try to do it at 50%... you are a thief... got my point?

        Bottom line: you make yourself a big favor if you add the lil disclaimer always, ok?

        EDIT:
        Josh , the one of the interesting smile, down here seems to know what he is talking about... so you better listen to him.

        And Jeff, with the very big mustache and cute eyes, talks too serious to think he has no authority... so beware of business in uk... it seems serious stuff.

        Thanks gentlemen for coming along and help us all.

        End of edit

        RDG :p
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        • Profile picture of the author Jeff Henshaw
          it is like this: if you don't say anything, it is your responsibility. They are not paying you for sending them... they are paying for the disks...

          Now... if you make a disclaimer and say that you will not be responsible for damages during shipping and blah blah blah... and recommend the buyer to contract insurance, they know they can't complain.

          Some might come after you anyway... that's life. But you will be always in a better position... if you resend the disk at your expense or at 50% or whatever... you are a great guy with amazing customer service...

          But if you don't do the disclaimer and send the disk at your expense... you are a lousy ass only doing his duty and doing it bad by the way...:rolleyes: if you try to do it at 50%... you are a thief... got my point?

          Bottom line: you make yourself a big favor if you add the lil disclaimer always, ok?

          RDG :p
          The above does not apply in the UK and probably not in EEC either.

          If you have sold a customer a product, which has to be delivered by a postal service, then you are responsible for adequate and appropriate secure packaging.

          Put anything you like in the contract or disclaimer about not being responsible for damage during delivery - but sorry, you are responsible.

          The product delivered must be of merchantable quality, which means that it must be undamaged and function as advertised. If you fail in your responsibility as a provider, then you risk the possibility of a credit card charge back, of litigation for damages and of action against you by the Trading Standards, unless you replace the product or refund the customer.

          I see nothing wrong in this legislation. If you are using physical mail order, then you should have adequate packaging and mailing systems in place and an appropriate relationship with your shipping partners (and independent insurance cover) to ensure customer satisfaction and promote continued loyalty.

          Regards,
          Jeff Henshaw.
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          • Profile picture of the author richdirtygirl
            Originally Posted by Jeff Henshaw View Post

            The above does not apply in the UK and probably not in EEC either.

            If you have sold a customer a product, which has to be delivered by a postal service, then you are responsible for adequate and appropriate secure packaging.

            Put anything you like in the contract or disclaimer about not being responsible for damage during delivery - but sorry, you are responsible.

            The product delivered must be of merchantable quality, which means that it must be undamaged and function as advertised. If you fail in your responsibility as a provider, then you risk the possibility of a credit card charge back, of litigation for damages and of action against you by the Trading Standards, unless you replace the product or refund the customer.

            I see nothing wrong in this legislation. If you are using physical mail order, then you should have adequate packaging and mailing systems in place and an appropriate relationship with your shipping partners (and independent insurance cover) to ensure customer satisfaction and promote continued loyalty.

            Regards,
            Jeff Henshaw.
            Thanks Jeff,

            good call!! no idea how uk works... but i will edit my post.

            RDG :p
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  • Profile picture of the author Josh Anderson
    If you did not ensure it and if the delivery service has policies you agreed to that hold it without liability then you are responsible.

    Responsible or not our are legally liable to the customer to deliver working products or they are entitled to a replacement, refund, or if you to not oblige and they paid via one of the major card carriers they can file a charge back on you.

    The only way you could be released from this liability is if the client had entered a contract with you that released you of liability once the item left you.
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    • Profile picture of the author CarolStep
      As far as my business is considered, I stand on the side of those that say it doesn't matter who is responsible. Your major concern should be seeking recurring purchasers. This happens with Customer Service.

      If a customer walks away from a situation like this with the feeling of "Wow, what a great company deal with.), you have done your job -- that of "growing" your business with satisfied customers.

      Carol Smith
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