Courier Damaged Items Sent, What Are My Options?

[Dose Pipe Sutututu]

Hey All!

Hopefully this is the right place to ask for some advice...

So recently I purchased some weather shields off SAU and they got couriered to me. They arrived late Friday night, approximately 7:30 PM.

As you do, you quickly have a look at see if it's your item and sign for the parcel.

It was only till Saturday when I unpackaged it, the bloody courier service snapped one of the weather shields. They are the OEM Nissan ones, so they're quite flexible however this moron must have dropped something heavy on it and damaged it.

So as you do, you contact the courier company's customer service. This was their response:

(customer rep's name, contact details removed)

Hello Johnny,

Thanks for your email.

Unfortunately, once an article has been signed for, it is deemed to have been delivered in good order and condition. Accordingly, we would not be able to offer insurance in this instance.

Please refer to our terms and conditions of carriage which are available via our website at www.fastway.com.au.

Should you have any questions or require any further assistance, please do not hesitate to contact any member of my team.

I really think that's a croc of shit. Should I take it up with the ACCC?

[R33shaun]

Id suggest ringing them and talking to them. A polite conversation and a bit of haggling normally sorts out most dramas with Telcos, couriers, shops, insurance companys etc for me. emails all good but most of the time they'll just send a generic reply like the one you got.

[Dose Pipe Sutututu]

I'll give that a go once I grab the tracking number tonight.

[NYTSKY]

Im my experience I have never received compensation for damaged goods. I have even had to replace items I have sent to someone else because they were damaged in transit.

ALWAYS CHECK the item you are receiving BEFORE signing, it pisses the couriers off badly but screw them, it's your item not theirs.

[Bodella]

Unfortunately you there is nothing you can do, other then never use them again. Once you have signed for the delivery in good order you take full responsibility. Sucks but look at it from their perspective, how many customers would try to claim damage/loss because of their own stupidity? They'd go out of business very quickly. If in doubt make the courier wait while you check the goods. If the courier doesn't want wait then make them (not you) make a note on the POD. The courier will always try to rush you, don't make their schedule your problem.

I work in IT distribution and part of my job is dealing with missing/damaged goods. To be honest, I start from the position of the customer doesn't know what they are taking about and I'm usually right.

Always have a signature delivery, don't accept "Left as instructed" and take the time to inspect goods, making a note of any little mark.

[TREGTR]

Did you arrange the courier or the seller?

[ZRBE]

We use a form of different couriers from my work.

Always check before you sign, usually it will say "Received in good condition" on the paper..

Sucks to hear though

[ZRBE]

Or they sent it broken and blamed the courier

[Dose Pipe Sutututu]

Did you arrange the courier or the seller?

Seller arranged it with fastway couriers... I doubt the seller would sell broken goods he's a SAU NSW member.

[Duncan]

sorry to say, any courier company is expert at denying responsibility for broken goods....they do it all day every day. I can't see you getting far arguing with them, why would they change their position

[TREGTR]

Seller arranged it with fastway couriers... I doubt the seller would sell broken goods he's a SAU NSW member.

Ok the seller has contract with courier for bailment of goods. Get seller to contact courier. If this fails, contact department of fair trading, they'll help you out.

[Rob260]

Go straight to department of fair trading.

I'm dealing with this at the moment via transdirect. An item I sent to a customer was damaged in transit, and after dicking me around for two months they have rejected my insurance claim based on insufficient packaging (the f/glass wing was was packaged with three inches of bubble wrap all the way around, and cardboard on the outside, and marked fragile...) according to manufacturers specifications (there are no manufacturers specifications, I know this because I'm the only one importing these goods in AUS). Rang to discuss and the receptionist says can't discuss insurance via phone, all managers are in a meeting and unable to speak with me, no management don't have a direct line and no I can't tell you when they'll be available.

As has been posted these companies are pricks and experts at denying liability.

Fair trading process can be a long one (up to 30 days for Fair Trading to respond), lodge your claim and cut your losses...

[Dose Pipe Sutututu]

I'll speak to the seller and see how we go.... might just be a total waste of time for me, as these are just OEM Nissan weather shields.

I'm waiting for the seller to send me the original receipt