My Glacier arrived DOA

oldschooljohn · #1 (**permalink**) 8th Feb 2007, 11:37 am

Got my Glacier today. The screen is cracked, shattered is a better word. Would have helped if they packed it something other than an unpadded paper bag.

I am going to contact Uxcell and our moderator and see what they will do. I'm NOT paying to ship this thing back to China, especially as I paid extra for the shipping insurance and it's busted because of their faulty packing.

Hopefully I will get some prompt customer service on this.

avionik99 · #2 (**permalink**) 8th Feb 2007, 12:37 pm

That is a shame that they would ship like that!! What MORONS! Who shipped this to you anyway so we can add them to the bad seller list and avoid them in the future so no one else gets screwed like this!

Good Luck and Keep us informed

Dave

oldschooljohn · #3 (**permalink**) 8th Feb 2007, 1:03 pm

I got it from the official Uxcell site. Thing is, it came in a nice little box, with everything all wrapped up, just like a real consumer product. Even included a user manual, which is amusing but not very helpful.

I have sent a very nice email to Uxcell so we'll see what happens.

princessanne1026 · #4 (**permalink**) 8th Feb 2007, 1:19 pm

hey, everyone makes mistakes. I'm sure UXCELL didn't mean for that to happen; they just weren't careful enough with packaging. Hopefully they'll offer you a replacement

Que · #5 (**permalink**) 8th Feb 2007, 1:50 pm

Seems like they packed yours the same way as they do for everybody else: black box with 2 compartments, cd and manual at the bottom, this box in a brown paper bag. Nothing wrong with that, the player weights next to noting, so the harm came from outside. To crack the screen something must have been pushed through the box, the postman might have stepped on it? Can't blaim uxcell for that, insurance should deal with it. I don't think they will send another one before the other one is back, how can they claim it with the insurance without having evidence? Would you send out another one without proof in your hands if you were a seller?

oldschooljohn · #6 (**permalink**) 8th Feb 2007, 2:15 pm

As a matter of fact I am a seller and I always pack everything in a sturdy box with padding even when shipping within the US. Part of the shipping fee you pay when you buy something is for the labor & materials to provide good packing. So if the product is not adequately packed you are, in effect, being cheated by the seller, because you have paid for something that you did not get. Frankly, I think it's RIDICULOUS to suggest that it's "OK" to ship a fragile electronic device halfway around the world in a plain manila envelope. It is not "OK" for any responsible business to do this.

michiganjfrog · #7 (**permalink**) 8th Feb 2007, 7:30 pm

Quote:

Originally Posted by oldschooljohn";p=&quot

As a matter of fact I am a seller and I always pack everything in a sturdy box with padding even when shipping within the US. Part of the shipping fee you pay when you buy something is for the labor & materials to provide good packing. So if the product is not adequately packed you are, in effect, being cheated by the seller, because you have paid for something that you did not get. Frankly, I think it's RIDICULOUS to suggest that it's "OK" to ship a fragile electronic device halfway around the world in a plain manila envelope. It is not "OK" for any responsible business to do this.

Sorry to hear that. I received my Glaciers exactly like you did (so did everyone else), and it came to me in perfect condition. The envelope around the box isn't meant as the protection, its the box itself, the fittings and padding inside. It all seemed reasonably good packaging to me, given the weight of the contents (I was a seller too, on eBay, and have much experience packaging fragile things, ie. like turntables). If I recall, there is padding around the player itself, so it'd have to take a terrible knock to crack the screen inside the box, if no damage to the box is evident.

But in any case, if you paid for insurance, then I wouldn't worry, you should be covered on that. You're gonna need to send the broken player back of course, because as a seller, you already know that the seller needs to prove damage to the shipper to file a damage in transit claim.

Speaking of proof, do you mind uploading a pic of your cracked screen Glacier? I'm just very curious to know what a cracked Glacier screen might look like!

Que · #8 (**permalink**) 9th Feb 2007, 4:55 am

Quote:

Originally Posted by oldschooljohn";p=&quot

As a matter of fact I am a seller and I always pack everything in a sturdy box with padding even when shipping within the US.

The seller part of my post was about sending replacements for mentioned dead players without having proof the one you sent is actually dead, wouldn't you want it back to make a claim at the postal service, or to have proof that the buyer is true?
This because you wrote:
"I'm NOT paying to ship this thing back to China, especially as I paid extra for the shipping insurance and it's busted because of their faulty packing."

Quote:

Originally Posted by oldschooljohn";p=&quot

Frankly, I think it's RIDICULOUS to suggest that it's "OK" to ship a fragile electronic device halfway around the world in a plain manila envelope.

If I was ridiculous in saying sending devices this way is normal, arrival of cracked/damaged players/boxes would be a common practice, which it isn't. The postal service is to blame here. And the player is not just in a plain manila envelope, it is in a box inside a brown paper bag. You make it sound like the lot was just shoved in an envelope and shipped like that.

Just giving my opinion here against yours for future buyers. The 4 Glaciers I received from UXcell (sent to The Netherlands) didn't have a scratch on the boxes or a tear in the bags.

oldschooljohn · #9 (**permalink**) 9th Feb 2007, 7:19 am

Good news! I got a PM from Keith apologizing for the problem and telling me they are shipping me a replacement. That's excellent customer service! Thank you all for your good wishes regarding this incident.

Question... I am a newbie here and I want to be fair, so should I start a new topic regarding this good news or should I just keep appending to this one? THanks for any advice.

oldschooljohn · #10 (**permalink**) 9th Feb 2007, 7:32 am

Quote:

Originally Posted by Que";p=&quot

Just giving my opinion here against yours for future buyers. The 4 Glaciers I received from UXcell (sent to The Netherlands) didn't have a scratch on the boxes or a tear in the bags.

Well, it's certainly possible that you have kinder, gentler delivery people in the Netherlands. I used to work for UPS here in the US and believe me, they toss those packages around with no regards whatsoever for the contents. Anyway, the matter has been satisfactorily resolved so I must admit I am very impressed with their customer service.