Zwischendurch, damit es einem nicht zu wohl wird im Urlaub mal eine negative Nachricht zu den beschädigten Kolben von weiter oben. Ich hatte für den Versand zu mir beim Forwarder ja ausdrücklich angegeben, die Kolben in der Originalverpackung an mich zu senden. Ebenfalls hatte ich eine Transportversicherung abgeschlossen für solche Fälle.
Hier ist die Nachricht von den Drecksäcken. die 1500.-€ für die Kolben kann ich somit selber tragen.
" Ryan Archer (Stackry Support) Aug 10, 2022, 16:26 EDT Dear Hartwig,
I hope you're doing well and your week is off to a good start. Thanks for your patience while your case was handled and processed. After collaboration and review, the determination made is to deny the claim request. Having said this, we will be issuing a $100.00 credit to your Stackry account balance as a courtesy, given the full scope of this case.
Unfortunately your claim has been denied due to the following reasons:
D3. Items packaged appropriately for transit, no mishandling by carrier detected. Items damaged due to fragile or unstable nature of items. D4. Defined as fragile items, but no extra packaging requested by customer.
I'll elaborate a bit on this to help provide more context, and hopefully a better understanding. Based on the message you wrote to accompany this claim request, I can tell that there is some confusion or misunderstanding happening with regard to the consolidation instruction of requesting to keep manufacturer boxes and packaging.
Yes, it is a fact that you included that instruction for this consolidation and shipment. The photos you sent of the items being claimed show that the instruction was fulfilled by our team, given that the unique manufacturer packaging and materials are still present around the items. I have to believe that, based on your emails, your assumption was that including that instruction would result in the items remaining inside the shipping box they were delivered to the Stackry warehouse in, and then for that box to be packed inside a larger brown shipping box for transit. If my assumption is off-base I apologize, and would be grateful to hear from you to know what your interpretation is.
If, however, I'm on the mark with that, my suggestion would be that you directly contact the customer support team if you'd want to make such a request on a future shipment. We do not have an instruction to keep the delivery boxes as part of a consolidation, so if that's something you would specifically need for a shipment our team would need to hear from you, so that they can go into the system to record a note detailing the instruction for the warehouse staff to follow. Otherwise, the team will fulfill the consolidation request by simply keeping the manufacturer packaging that came with the delivered order.
We cannot hold the consolidator responsible for this, considering it's clear they fulfilled the request as it should've been based on the shipment details. There are also no signs of carrier mishandling that could've led to this damage either, which means the carrier wouldn't be held liable. While it's blatantly an unfortunate scenario, the conclusion is that the items arrived in that condition due to their nature and reaction during transit.
Further to this, the shipment was not identified as fragile nor was there a fragile packing instruction included with this consolidation and shipment request. I know we've been through that before with a previous claim request you had (ticket request #342648) so I won't rehash that. It is relevant to this situation though, and I bring it up because had a fragile packing instruction been included with this shipment, it would've resulted in extra packing materials, such as bubble wrap, to be used to help protect the items a bit more for transit. This would allow the shipment to be eligible to be claimed for damages. There were also only three different pistons captured in the photos you sent, which means we would've only been able to consider three of them for claim approval had they been eligible.
Recognizing that if there was a better understanding of the consolidation instruction options while going through that process, such as what the keeping of manufacturer boxes/packaging translates to, and that you very likely may have selected one of those fragile options in that instance, I was given the approval to issue the $100.00 credit to your Stackry account as a goodwill gesture for the losses. The credit will reflect on your Dashboard the next time you log into your account, and the funds are immediately available for use.
I'm sorry that this has happened with your shipment. You can read more about valuation and claims on our Limits of Liability page. Thank you for your time and attention, we appreciate you shipping with us. Wishing all the best to you and yours, please take care and be well.
