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Having a dispute with a TD here
- Thread starter redcyrus
- Start date
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I think it depends on which dealer you buy from.
My TD states in his terms and conditions he will reship in case the package is lost or seized by customs. He's been up to his word so far.
Also, I'm sure at least a couple of other TDs have similar policies.
he ever ship once using this courier too to me, but the courier was fast as hell.
luckily i was eating my noodle while the delivery indian guy knocking at my door tho
who, which TD holds responsibilities for lost, theft and damaged shipment? Or any seller from any rep fora?? I recall this has been often used as sales disclaimers, "after shipment left off our hands we cannot be held responsible" no??
thank you Sir!
ask fellow members whom shipments were detained or returned due to custom issues, have i ever turn my back on them? Bear this in mind, i'm not even a TD but i'm practicing what a full pledge TD does. We are now talking about shipment stolen in destination country, not custom issues.
Not taking anyone's side here, I get this is a complicate situation and I know you have a lot of satisfied customers for a reason, but I just read this thread over at RG about one of our TDs. The package was lost during transit from UK to Portugal.
Not saying in any way you should do the same though, the mods are loooking into this and hopefully will find a reasonable solution. Moreover this is a different situation because the courier states he has delivered as per instructions, so it's hard to determine who's in the right.
I just thought that saying that when an item leaves the dealer's hands its no longer his responsibility was not completely correct.
Hope you and the OP get this sorted
Of course all the blame goes on the shipping company, they have full responsibility of the package, you can't expect a seller to replace an item the shipping company F'ed up, that's F'ing common sense.
Lets say I place an order with Amazon and the package must be signed for, but UPS decides to leave it on the porch and it gets stolen by the paperboy, you think Amazon is gonna send me a free replacement item because UPS F'ed up?? F no their gonna say make a claim with UPS ya dope.
Lets say I place an order with Amazon and the package must be signed for, but UPS decides to leave it on the porch and it gets stolen by the paperboy, you think Amazon is gonna send me a free replacement item because UPS F'ed up?? F no their gonna say make a claim with UPS ya dope.
Amazon would file the claim because they bought the insurance with the shipping company and they would send you another or refund. I just sold a watch on WUS and it arrived damaged. I had insured the watch for the full value. I am in the process of a claim and refunding the buyer. Your saying I should have told him to deal with the courier when I have all insurance documents?
I never said the dealer was to blame. Obviously it's the courier faults.
Completely agree. I don't think anyone would expect the TD to put their hand in their pocket and refund/ replace at their own expense. However, as they use the shipping company frequently and have a relationship with them, it would make more sense for them to initiate the claim.
I also don't think it's correct to say that once the package leaves the seller that they are no longer responsible. They still have some degree of responsibility to ensure that it is received by the consumer, if it is not they should still play a key part in the resolution.
From personal experience though, I think consumers in the UK, US have become accustomed to a level of customer service that is probably much higher than in China. It wouldn't be uncommon for a retailer in these countries to take on the loss themselves to ensure the consumer received the product. This cultural difference is probably where a lot of the confusion lies.
I also don't think it's correct to say that once the package leaves the seller that they are no longer responsible. They still have some degree of responsibility to ensure that it is received by the consumer, if it is not they should still play a key part in the resolution.
From personal experience though, I think consumers in the UK, US have become accustomed to a level of customer service that is probably much higher than in China. It wouldn't be uncommon for a retailer in these countries to take on the loss themselves to ensure the consumer received the product. This cultural difference is probably where a lot of the confusion lies.
I am getting ready to making a purchase of roughly $1100 from my TD and all this talk made me ask him what his policy is. I asked two questions, 1) what happens if the item is lost/stolen/disappears and 2) what happens if customs takes owner ship of the package. his anwser to both was "I will reship your order". Im glad this came up. Time Will Tell is right that you should know what your Dealers Policy is. I commend him for settling the issue even tho it was not his fault.
Here is Lucy's terms. If lost, or taken by customs she will replace the watch.
[h=2]Welcome to truetime168[/h]
I feel very safe using Lucy as I know if there is a problem in transit no matter what it is, if the package is lost, then it will be replaced.
Here are John's terms
Shipping methods
We usually use express for shipping, cost is 25 dollars for 1-3 watches, (under 500 grams) DHL Express shipping is at 40 dollars worldwide. Please do understand, shipping lead time is NOT under our control. Shipping via express courier is usually 3 - 8 working days worldwide, expect some delays during peak season such as Christmas/Chinese New Year. Insurance is optional and upon request, we will NOT be held responsible if your package is lost in transit if your shipment is not insured. We cannot be held responsible if the courier in your country ate, shit, stole your shipment he/she is delivering, go after the courier's employer whom is the receiving freight company.
I also feel very safe using John as he clearly has his terms stated. He will not be held responsible, and your package will not be replaced unless you have it insured.
That's why I tell everyone to read, read read. Read the terms and conditions. Not every TD has the same terms. What Lucy is offering is great. What John is offering is perfectly acceptable also. Different businesses have different terms and conditions. and John clearly has them stated, as well as other TD's here.
[h=2]Welcome to truetime168[/h]
Hello everyone
I am Lucy,Welcome to Truetime168,thank you to visit here,I am a watch dealer from China,I will try my best to find the watch if you send me a picture and a description of what you want.
I will offer below policy:
a. Reply customer's email in 24 hours;
b. if package lost or seized by customes on shipping, I will resend replacement by free.
c. before shipping, I will show customer QC pics of the actual items.
d. If the rep watch has problem at arrived, I will send replacement or accept return for shipping.
e. I will keep the afterservice for the watch for at least 2 year if movement have problem, i will try my best to get the watch parts for customer if they need.
I am Lucy,Welcome to Truetime168,thank you to visit here,I am a watch dealer from China,I will try my best to find the watch if you send me a picture and a description of what you want.
I will offer below policy:
a. Reply customer's email in 24 hours;
b. if package lost or seized by customes on shipping, I will resend replacement by free.
c. before shipping, I will show customer QC pics of the actual items.
d. If the rep watch has problem at arrived, I will send replacement or accept return for shipping.
e. I will keep the afterservice for the watch for at least 2 year if movement have problem, i will try my best to get the watch parts for customer if they need.
I feel very safe using Lucy as I know if there is a problem in transit no matter what it is, if the package is lost, then it will be replaced.
Here are John's terms
Shipping methods
We usually use express for shipping, cost is 25 dollars for 1-3 watches, (under 500 grams) DHL Express shipping is at 40 dollars worldwide. Please do understand, shipping lead time is NOT under our control. Shipping via express courier is usually 3 - 8 working days worldwide, expect some delays during peak season such as Christmas/Chinese New Year. Insurance is optional and upon request, we will NOT be held responsible if your package is lost in transit if your shipment is not insured. We cannot be held responsible if the courier in your country ate, shit, stole your shipment he/she is delivering, go after the courier's employer whom is the receiving freight company.
I also feel very safe using John as he clearly has his terms stated. He will not be held responsible, and your package will not be replaced unless you have it insured.
That's why I tell everyone to read, read read. Read the terms and conditions. Not every TD has the same terms. What Lucy is offering is great. What John is offering is perfectly acceptable also. Different businesses have different terms and conditions. and John clearly has them stated, as well as other TD's here.
I think this just got blown out of proportion. The TD has clearly been in contact and is trying to help but ultimately responsibility is on shipper and the buyer shipper and TD need to work together to resolve. WE ARE NOT DEALING WITH REGULAR ITEMS. I think people forget that there is risk involved with this game we play.
I'm not gonna go into every possible scenario here but listen, while the seller isn't to blame here for the shipping mistake the seller is responsible for following up on the claim with the shipper to find out WTF happened to the package. The seller purchased the shipping method, the seller has the physical receipt in his hand, and the seller is the one paying for the insurance of behalf of the buyer.
The seller needs to go to all lengths to try to figure out what happened and make all claims of a lost package. Same would apply if you purchased from Amazon. Your not gonna call Amazon and say UPS left my new TV I ordered in the bush instead of having me sign for it and if you do Amazon isn't gonna instantly refund you or send a replacement. No they are going to investigate as to why UPS dumped your TV in the bush as opposed to having you sign for it and they will try figure out who the responsible party is here. Just because a buyer says he didn't get his package doesn't mean the buyer gets an identical free package. It just doesn't work that way.
The seller needs to go to all lengths to try to figure out what happened and make all claims of a lost package. Same would apply if you purchased from Amazon. Your not gonna call Amazon and say UPS left my new TV I ordered in the bush instead of having me sign for it and if you do Amazon isn't gonna instantly refund you or send a replacement. No they are going to investigate as to why UPS dumped your TV in the bush as opposed to having you sign for it and they will try figure out who the responsible party is here. Just because a buyer says he didn't get his package doesn't mean the buyer gets an identical free package. It just doesn't work that way.
+1 sub
Now, I may be wrong but... TD seems to be empowered by the support of mods and his responses here have a tone of being standoffish. Any individual representing Amazon or any other company regardless of goods would think twice before representing the company and offering customer service in such a way. I've had my share of obnoxious, stalking, persistent, whiny, not so bright buyers but I did not succumb to a hostile tone. As we know, positive experiences are seldom shared, negative ones go viral...
Still, best of luck to all involved
On a parallel note, any one know if daz's issue was resolved as well?
Now, I may be wrong but... TD seems to be empowered by the support of mods and his responses here have a tone of being standoffish. Any individual representing Amazon or any other company regardless of goods would think twice before representing the company and offering customer service in such a way. I've had my share of obnoxious, stalking, persistent, whiny, not so bright buyers but I did not succumb to a hostile tone. As we know, positive experiences are seldom shared, negative ones go viral...
Still, best of luck to all involved
On a parallel note, any one know if daz's issue was resolved as well?
+1 sub
Now, I may be wrong but... TD seems to be empowered by the support of mods and his responses here have a tone of being standoffish. Any individual representing Amazon or any other company regardless of goods would think twice before representing the company and offering customer service in such a way. I've had my share of obnoxious, stalking, persistent, whiny, not so bright buyers but I did not succumb to a hostile tone. As we know, positive experiences are seldom shared, negative ones go viral...
Still, best of luck to all involved
On a parallel note, any one know if daz's issue was resolved as well?
Half half paid for the watch
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