BE PREPARED FOR A READ: Hello everybody,
Never had to make a thread anywhere in the past to complain about a company however I feel that this is justified and that people should be aware if they intend to deal with them.
Now I have been using schmiedmann for quite a while and spent about 3K US in the last 8 months with them with a fair bit to spend in the future. Every part I have received from them has come with speed and their packaging is usually excellent.. However on one occasion it was not, and this has left me out of pocket.
Last month I ordered a new chrome belt molding to match all the other new trims on the E30, I had already ordered one before but found it had a small scratch on it which I just couldn't live with. So I ordered another one at my expense.
DHL delivered the parcel to work (which didnt get signed by me), the assist manager of my department brought it round to my desk where we were both suss on the part being bent.. So I took a photo
and sure enough it was bent, even the runner for the clips was compressed inwards and warped.
So the trim is cactus.. because they wrapped it in this despite sending the last ones in a box.
The package was wrapped in thin cardboard, it had no structural integrity to ensure protection and maintenance of the shape of the part. This method would be fine for an item that bends, however this part should of been put in a box.
I sent these pictures to schmiedmann the moment I received the part on a Thursday. HOWEVER.. Thursday and Friday they were closed for a holiday. So they didn't respond to my email until Monday. I was told by their claims manager that I need to contact DHL and lodge a claim..However on the DHL website it says only the sender can make the claim as they hold the contract.. Anyway I did what I was asked and as soon as they were open. The lady took my details, we emailed pictures and info backwards and forwards and DHL AUS emailed the info to DHL in denmark. I was told to keep in contact with my supplier as DHL will contact them..
A few days go past and I keep following this up until I call DHL again where I am told that they will need to lodge the claim seeing they hold the account.. FFS..... moments later after being told this I get an email from S-Mann.
"I’ve heard from DHL. They are rejecting the case. As the shipment was delivered with acknowledgment without remarks. And claim wasn’t made instantly! "
""If your recipient receives a shipment with visible damage they should Receive, with reservations! Your receiver can also contact your local DHL office and report the damage."
I cannot agree to the parcel be poorly packed. If that was the case the transporter would never have picked it up"
I have replied with
"
DHL cannot fall on the "should of complained to the driver" as the driver made no attempt to deliver it to me personally. It was dropped off at reception and I was called up to collect it after it had been signed for.
DHL cannot make an assumption of the structural integrity of parcel when they don't know the strength of the part inside it. Ive dealt with shipping company's for years and they never deny a pickup unless it looks like its going to fall out of the box or its not wrapped at all.
As mentioned I emailed you guys the moment I got the damaged goods and did the right thing by taking photos prior to opening it.. "
We kept going backwards and forwards like this last night and came down to forwarding my email trail with DHL Aus to S-Mann to forward to DHL denmark. DHL are still not budging.. Claim denied.
Now the bottom line really is this.. If this part was correctly packaged as per their previous parcels, it would not be damaged. I also made every effort to report the damage instantly, follow up on it and go through reasonable avenues. You would think that such a large company would see reason in this claim and offer a good will replacement to keep future business. Nope.
So far i'm left with a damaged trim when all I did was press the purchase button. Thankfully I paid through paypal and have since lodged a claim with them now. But the worrying fact is that I had to go to that length over 100USD inc freight. Basically means that any purchase through them comes with a risk of being stuck with damaged goods.
I have since emailed the owner of S-Mann and yet to receive a reply. I must however commend their employee Andrew for his help, sereneness and empathy over this matter and he appears to be genuinely concerned with the outcome. However his excellent cust service skills are being let down by there other department.
I will update how I go with this but so far its not looking very good, which is disappointing because i've had a good run with them until now. Ive always given back to them as well. When they do a good job at delivering my parts or packaging them I take the time to write to them and tell them.
If this is how a damage claim is handled over 100USD imagine how a claim is handled over 1000USD. Too afraid to order bumpers from them now.
Never had to make a thread anywhere in the past to complain about a company however I feel that this is justified and that people should be aware if they intend to deal with them.
Now I have been using schmiedmann for quite a while and spent about 3K US in the last 8 months with them with a fair bit to spend in the future. Every part I have received from them has come with speed and their packaging is usually excellent.. However on one occasion it was not, and this has left me out of pocket.
Last month I ordered a new chrome belt molding to match all the other new trims on the E30, I had already ordered one before but found it had a small scratch on it which I just couldn't live with. So I ordered another one at my expense.
DHL delivered the parcel to work (which didnt get signed by me), the assist manager of my department brought it round to my desk where we were both suss on the part being bent.. So I took a photo
and sure enough it was bent, even the runner for the clips was compressed inwards and warped.
So the trim is cactus.. because they wrapped it in this despite sending the last ones in a box.
The package was wrapped in thin cardboard, it had no structural integrity to ensure protection and maintenance of the shape of the part. This method would be fine for an item that bends, however this part should of been put in a box.
I sent these pictures to schmiedmann the moment I received the part on a Thursday. HOWEVER.. Thursday and Friday they were closed for a holiday. So they didn't respond to my email until Monday. I was told by their claims manager that I need to contact DHL and lodge a claim..However on the DHL website it says only the sender can make the claim as they hold the contract.. Anyway I did what I was asked and as soon as they were open. The lady took my details, we emailed pictures and info backwards and forwards and DHL AUS emailed the info to DHL in denmark. I was told to keep in contact with my supplier as DHL will contact them..
A few days go past and I keep following this up until I call DHL again where I am told that they will need to lodge the claim seeing they hold the account.. FFS..... moments later after being told this I get an email from S-Mann.
"I’ve heard from DHL. They are rejecting the case. As the shipment was delivered with acknowledgment without remarks. And claim wasn’t made instantly! "
""If your recipient receives a shipment with visible damage they should Receive, with reservations! Your receiver can also contact your local DHL office and report the damage."
I cannot agree to the parcel be poorly packed. If that was the case the transporter would never have picked it up"
I have replied with
"
DHL cannot fall on the "should of complained to the driver" as the driver made no attempt to deliver it to me personally. It was dropped off at reception and I was called up to collect it after it had been signed for.
DHL cannot make an assumption of the structural integrity of parcel when they don't know the strength of the part inside it. Ive dealt with shipping company's for years and they never deny a pickup unless it looks like its going to fall out of the box or its not wrapped at all.
As mentioned I emailed you guys the moment I got the damaged goods and did the right thing by taking photos prior to opening it.. "
We kept going backwards and forwards like this last night and came down to forwarding my email trail with DHL Aus to S-Mann to forward to DHL denmark. DHL are still not budging.. Claim denied.
Now the bottom line really is this.. If this part was correctly packaged as per their previous parcels, it would not be damaged. I also made every effort to report the damage instantly, follow up on it and go through reasonable avenues. You would think that such a large company would see reason in this claim and offer a good will replacement to keep future business. Nope.
So far i'm left with a damaged trim when all I did was press the purchase button. Thankfully I paid through paypal and have since lodged a claim with them now. But the worrying fact is that I had to go to that length over 100USD inc freight. Basically means that any purchase through them comes with a risk of being stuck with damaged goods.
I have since emailed the owner of S-Mann and yet to receive a reply. I must however commend their employee Andrew for his help, sereneness and empathy over this matter and he appears to be genuinely concerned with the outcome. However his excellent cust service skills are being let down by there other department.
I will update how I go with this but so far its not looking very good, which is disappointing because i've had a good run with them until now. Ive always given back to them as well. When they do a good job at delivering my parts or packaging them I take the time to write to them and tell them.
If this is how a damage claim is handled over 100USD imagine how a claim is handled over 1000USD. Too afraid to order bumpers from them now.
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