I shipped a frame to a fellow listmember I had done business with before via FedEx Home Delivery. He e-mailed me after receiving and unpacking the frame at his home Wednesday, January 11, to say the left seat stay was dented in as if it had taken a significant blow from a heavy object. There was no damage to the 1" foam pipe insulation, but was a small hole in the side of the bike box where the stay would have been located.
I sent an on-line claim to FedEx that Wednesday evening. I then called them and they gave me a pick-up number, saying they would pick up the package from the buyer the next day. The next day, Thursday January 12, I faxed FedEx hard copies of the claim, FedEx shipping pick-up record, proof of value of the frame, and additional shipping information. FedEx picked up the frame at the buyer's home (the buyer was very helpful in getting the frame back in the box just as he received it) that day, just as they said they would.
Monday January 16, I received an e-mail from FedEx Claim Service indicating they were settling the claim with me for the sale price of the frame and fork, albeit only their actual shipping cost. They don't reimburse for packing time or materials, eBay or PayPal fees, etc. The next week I received my refund check as promised, plus they also returned the damaged frame to me.
My experience with FedEx on shipping had been, to this point, perfect. I have never had any of my many shipped frames arrive late or damaged in any way. My opinion of FedEx after this claim is not diminished one bit. Their on-line claim service was easy to follow, their response to the claim was quick, and the settlement was fair.
I understand damage can occur during shipping from any number of sources, which is why I pack the frames I ship as carefully as I do. That said, I am not sure any packing method could ever 100% guarantee no possibility of damage under any circumstances. All I can do is pack the frames to the best of my ability and expect the shipper to do the best they can to safely deliver them. In the rare occasion they fall short of undamaged delivery, a response such as I received from FedEx on this claim makes the situation almost pleasant, especially in light of the stories I have read about unpaid claims and uncooperative shippers.
I and am glad this claim went as professionally and quickly as it did. I wish the frame had arrived safely but, since it didn't, the way FedEx dealt with me certainly made the negative situation a positive one in my mind.
Frank Phillips
McAlester, OK