Mr. Edwards,
Upon reviewing your order #36448, I see that you sent your PlayStation 3 back for warranty repair service. On December 29, we received the console back from you via UPS, at which time we noted that the console sustained substantial shipping damage. The shipping damage severely compromised the integrity of the system, including causing a crack in the motherboard.
Since you purchased the shipping service directly through the carrier, as well as the fact that there was no cushioning material used to provide protection, we are unable to provide any compensation. We do encourage you to work directly with the shipping carrier, and would be happy to provide reasonable assistance, such as an affidavit stating the condition the package was received in.
Again, I apologize for the damage sustained, and hope that you are able to obtain resolution of your claim with the shipping carrier.
Barbara C.
Barbara,
The PS3 was COMPLETELY packed / wrapped in bubble pack - which is cushioning protection. Any reputable company, noting that there was a problem with a damaged package that was received would:
1) Take pictures upon receipt of the damaged package and saved the damaged package for shipping claims / insurance from sender.
2) Take pictures of open box showing damages goods inside box.
3) Notified shipper of damages and provided pictures.
Your company did none of the above:
1) You did not take pictures of the damaged package when / as received and save the package to be examined by the shipper for insurance claims.
2) No pictures were taken of the damaged PS3 inside the box showing damage.
3) You did NOT notify UPS or the shipper (myself) of any damages. This information was only discovered after I called to check on the return repair status. Only at this time, I was sent a picture of the damaged PS3 on a table. Without shipping pictures, damage will be assumed caused at your facility - dropped / damaged AFTER you received it.
Your company's carelessness has made processing the insurance claim impossible, as UPS has no package to inspect, as you have destroyed the evidence. With this carelessness, you have assumed full liability to:
1) Repair / replace the damaged system with a used / comparable working guaranteed system, or
2) Replace the damaged system with a new system, or
3) Pay the insurance claim - UPS insured for $350
I will assume that you are a reputable company and will take responsibility for your shipping / receiving department's careless mistake and resolve this issue from one of the three solutions above, and correct issues to prevent this from happening again.
I will wait for your response within 48 hours to resolve this issue, from the three solutions mentioned above, before further actions will be taken against you.
Thank you for your attention in this matter.
John
