Dealing with potentially damaged high cost electrical deliveries

perkinma on 09/12/2015 - 17:35
Last edited 09/12/2015 - 20:41

What do fellow Ozbargainers do when an expensive item is delivered with some damage to the box? I've just had a replacement TV delivered after the first one was delivered with a smashed screen. However the replacement has some minor-ish tears to the box but also two lines running top-to-bottom that make me think something heavy has been sitting on top of the box while it has been on it's side.

I couldn't open it up and check the contents because I've got two very young kids with me, it just wouldn't be safe. Plus with the first one it took us 20min to take it all out anyway and find the damage. So (rightly or wrongly) I noted the damage and that the contents hadn't been checked in the signature box (not much space no idea how it will appear once it lands in their system) and signed for the delivery.

Am I supposed to just make the delivery guy wait until I've set it all up, powered it up and tested that its working, even if it takes an hour? Or more? I guess he could help me put it together although not sure his bosses would agree with that. Although that wouldn't have been possible with the kids around anyway.

Or do I just say that the box is damaged and refuse to accept it and send it back, even though it probably is just cosmetic box damage and the TV is probably fine (hopefully probably fine?) and accept that a third tv probably wont be delivered until after Christmas?

Some links to photos. Wont be able to open it till much later. I don't know which side is the front.
Side A
Side A with markup
Side B
Side B with markup

**
Edit:
I was trying to focus on how you deal with the delivery guy - before signing - when there is damage on the outside of the box and its not immediately clear whether that translates to damage inside the box. Particularly given that with the first delivery the delivery company took the line that customer signature = customer agrees its delivered intact.

OP does not communicate that clearly. Sorry.

Yes I will open the box up / not waiting for anything other than leisure time / delivery guy left hours ago / still interested in whether others do make the delivery agents wait but I think that boat has sailed in relation to this post.

Electrical & Electronics

Comments

  • spackbace on 09/12/2015 - 17:57
    +3

    I have young kids, and there are definitely ways of keeping them away from something for under 30mins, I don't personally see how that's a reason you can't open the box now.

    It looks cosmetic, almost looks like it had a packing strap over that area you marked.

    Just open it up, if it doesn't sound like broken glass moving around when you move it, then you'll be fine.

    Sorry, but imo this has to be filed under 'being precious', rather than being cautious.

    • perkinma on 09/12/2015 - 19:14

      "precious" thanks Spackbace. Always nice to be reminded why I shouldn't bother asking questions.

      I have young kids, and there are definitely ways of keeping them away from something for under 30mins

      I agree. I don't agree that it can be done while making the delivery guy wait at whatever instant he decides to turn up. I can easily get 15min to do something, just time it for while they are eating or if I need longer then during a sleep. But while making the delivery guy wait? Maybe I just suck as a parent. Anyway key point was to see who makes them wait and who just signs, it appears you make him wait.

      if it doesn't sound like broken glass moving around when you move it

      I'm supposed to pick up and shake a 25kg 60inch TV and see if I hear glass rattling? Pass. Even the first TV didn't have loose or rattling glass.

      Here is a photo of the first box. Sure, I agree it is a lot worse than the second box. But the tear doesn't go through the box and when we took the top off the bottom part of the box sits behind the tear, and behind that there was a large chunk of foam. The interesting part (for me at least) is - when I contacted the delivery company they said 'customer signed - end of story'.

      Fortunately I have found Bing Lee quite good to deal with, I've not bought much from them previously.

      • spackbace on 09/12/2015 - 19:21

        Anyway key point was to see who makes them wait and who just signs, it appears you make him wait.

        Really, that was your key point in your original post?!

        Here's the questions you asked:

        • What do fellow Ozbargainers do when an expensive item is delivered with some damage to the box?
        • Am I supposed to just make the delivery guy wait until I've set it all up, powered it up and tested that its working, even if it takes an hour? Or more?
        • Or do I just say that the box is damaged and refuse to accept it and send it back, even though it probably is just cosmetic box damage and the TV is probably fine (hopefully probably fine?) and accept that a third tv probably wont be delivered until after Christmas?

        Personally I'd never trust a courier with an expensive purchase like that. I have the means to get a vehicle to properly transport it. That way it's all on me

        • perkinma on 09/12/2015 - 20:30

          Yeah your right. The point (question) I tried to make is not stated at all like I thought I had stated it in my OP, particularly the first two paragraphs. I should have reread it before pressing post. Though I think the intent is clear(er) in the third / fourth para's.

          I was trying to focus on how you deal with the delivery guy, particularly given that following from the first delivery the delivery company took the line that customer signature equalled customer agreed it was delivered in working order.

          Anyway re-reading my post at least explains some of the responses below.

        • ozhunter on 09/12/2015 - 21:33

          @perkinma:

          Have you ever made or even tried to make a delivery guy wait? I'd feel stupid just asking him. His job is to deliver it.

  • ozhunter on 09/12/2015 - 17:59
    +3

    Am I supposed to just make the delivery guy wait until I've set it all up, powered it up and tested that its working, even if it takes an hour?

    Make him wait? Good luck with that.

    The box isn't 100% perfect, but hardly anything to worry about.

    You open the box and when you set it up, make sure it works. If it does, then you just wasted your time writing this post. If it doesn't work, you email the store you bought it from.

  • airzone on 09/12/2015 - 18:02
    +2

    Looks normal. I am able to open big boxes at home with young kids running around… Just give them your phone to play with.

  • Crazy Diamond on 09/12/2015 - 18:04

    if you're really risk averse, video yourself opening it (date stamped video even better if possible). Won't rule out the other party saying you may have damaged it yourself, but it's still good evidence to use in case you need it down the track

  • steff on 09/12/2015 - 19:17
    +1

    OP are you serious? The box looks fine to me - just open it up

  • Nutrino on 09/12/2015 - 19:33
    +1

    Seriously were u born yesterday? No delivery driver will wait an 'Hour' for you to check your stuff out.

  • mrham on 09/12/2015 - 20:26
    +1

    Just put your kids in front of the TV, that should keep them distracted! Oh wait… Never mind.

  • oscargamer on 09/12/2015 - 21:21
    +1

    are you serious? or just looking for some silly replies?
    OPEN THE BOX ! then you'll know if there is anything wrong

  • supnigs super skids on 09/12/2015 - 21:42

    The box isn't what I call majorly damaged.. It's normal to get bumps. You will find its very well protecting the TV. If you are that concerned take more pics and open up ..

  • PVA on 09/12/2015 - 23:16

    open the box and check.

    the two lines are from those plastic packaging straps that big boxes can have.

  • OzBestDeal on 09/12/2015 - 23:18

    Is it from Dicksmith by any chance?
    Bought a new TV from DS recently and box came up as if it just bitten by godzilla.
    Edge of the box are ripped and sticky taped everywhere and foams are smashed inside, but TV is perfect, so no complaint from me.

  • Hirolol on 10/12/2015 - 08:01

    In the future ifyou are nothappy with something then you dont sign for it.
    Thats the best way to keep yourself safe.

    But the box looks fine and that wouldnt do any damage to the tv
    I have had boxes looking a lot worse than that so i would say your tv is fine

  • 1bug on 11/12/2015 - 23:19

    Some resellers advise customers to write “Damaged” instead of their signature for damaged parcels.
    They also advise not to open the parcel but to photograph the damage and email it to them ASAP.

    Having said that and as others have noted, the damage on your TV packaging seems cosmetic.

    • perkinma on 12/01/2016 - 11:59
      +1

      This is exactly the advice I was after and in hindsight I guess it should have been obvious to me. In future I will write 'damaged' or something similar instead of signature. Would upvote your comment but it is more than 30days. Thanks 1bug.

  • perkinma on 12/01/2016 - 11:57

    So the TV has a bend in it, but the screen is not cracked. The bend is approximately 30cm from the left edge (facing the TV) and more or less is exactly aligned with one of the marks that was on the box. The bend means that the right hand edge of the TV is about 1cm out of alignment when placing a straight edge across the top front.

    It's invisible when viewing and not particularly noticeable looking from the edge unless you look closely or know what you are looking for. But I walked past it and caught a large distortion (like looking in a circus mirror type thing) in a reflection and now I notice it every time I walk past. Now that I look close there is also a depression top middle of the screen but same thing, not really noticeable until you start looking at reflections in the screen and essentially invisible to normal viewing.

    Haven't contacted seller, not sure if I will. Concerned about what it will mean about its durability but these return processes are wearing thin and for just viewing its not noticeable. Replacement will probably be more damaged than this one is knowing my current luck.

    • 1bug on 12/01/2016 - 16:41

      Use something with a straight edge like a long ruler (or spirit level) and take pictures of the bend (from different angles). If the bends/damage are noticeable against the straight edge, then you should probably report the TV as a damaged product and ask for a replacement.

      The advantage of doing this ASAP is that it's only been a month since delivery (which included the busy Xmas/new year period) and you still have the pictures of the damaged packaging.

      The risk of not reporting it is that some related but hidden problem/s may appear in the future.

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