Another GSP item damaged in transit, any advice would be appreciated

[amcdc79]

I have a Brand New sewing machine sent through the GSP arrive damaged and I really didn't want to start another thread. But the other one is answered, so I have started this one.

I received the notice that it was shipped, then the notice it had arrived @ Kentucky and lastly that it had been handed off to Canpar. It actually arrived a week early.

The person who delivered it put it on the ground standing up on the end with the heavy part of the SM on the bottom.

When my wife and I put it on the table there seemed to be a rattling sound, and when we opened the box we found the tension knob missing with all the 7 parts loose in the box. We tried to reattach the parts but gave up when we realized the post coming out of the machine was broken. A piece of styrofoam had also come apart, so it seems the box had been dropped or seen some sort of abuse.

I contacted the seller asking whether they wanted photos and what they wanted to do. I will wait for their answer and will take whatever steps they want as it is now back in the box ready to be shipped back.

My better half had scoured the web for sewing machines for quite some time, she had looked at many reviews and finally found the one she wanted, so saying she is disappointed is an understatement. Hehe it took over 3 months to find the fridge she liked, with yours truly trundling along helping to open the doors, set the trays etc..

Please forgive the ramble, but when I phoned to see how much it would cost to fix the knob ($140 +tax) and would take 5 weeks my jaw just dropped.

[pjcdn2005]

It sounds like it was damaged during  shipping and/or the delivery so the gsp is responsible for refunding you in full.  You will have to open a return request with the reason that the item is damaged/ doesn’t work. Mention in the notes that it was a gsp shipment and that the carrier damaged it.

When the gsp refunds they do not require that you ship the item back so there shouldn’t be a need to do so.  You might want to send a separate note to the seller just in case they don’t realize that the gsp, not the seller should be responsible for the refund.  In some cases the fact that it is a gsp claim gets missed so it might be in their best interest to contact eBay after you open  the request.

[reallynicestamps]

Definitely go to the Resolution Centre with this, and it is important to note that the shipping was handled through the GSP.

The suggestion that you Contact the Seller, is just a suggestion. But it would be polite.

This does sound like a problem in shipping and since the GSP accepted the (probably undamaged) machine they also accepted responsibility for the secure delivery, including choosing a responsible sub-contractor.

BTW- which shipper actually delivered the machine ? Canada Post? CanPar? Apple Delivery? Not important to the Dispute but there have been some questions here lately.

And, did the actual packing seem adequate to withstand shipping? Was there packaging beyond the retail packaging?

[amcdc79]

Return request has been opened with GSP shipping mentioned in the notes along with photos of the loose parts and the tension post sticking out of the  sewing machine. It is ready to be shipped back if the sellers so desires and is willing to pay for the shipping. They have three days to respond.

Canpar was the one who delivered it to my door, and it was in the retail box and some of the styrofoam was also loose in the box. A couple of corners look like they did absorb a significant amount of pressure (dropped?).

Thank you both for your sage advice, I will keep you updated as to how things transpire with this purchase. It wasn't a really expensive sewing machine, but $999.99USD is nothing to sneeze at. I normally try not to use the GSP, but figured that this item was probably a perfect fit for it.

[amcdc79]

The seller replied to me twice, if I may quote,

"Machine was shipped brand new. If it arrived damaged, file a damage claim with shipper.
Or register warranty paper on machine with Brother, Corp. and take machine to your authorized Brother service center."

And then again,

"Damage occurred during shipping process.
File a damage claim with the shipper.
Or register the Brother warranty on your machine and take machine to your nearest authorized Brother service center for warranty repair.
Your machine was shipped to you in new condition.
Damage occurred during shipping process."

My response was,

Hi,
"Thank you for your response. You are correct, the sewing machine is brand new and the damage did occur during shipping which for you ends when it gets to the GSP facility in Kentucky. Since you are the seller, please be so kind as to tell ebay to step min and help with the case. You did your part, now it is up to ebay to sort this out. I cannot do that at this end, but will also ask ebay to step in and help as soon as I can.

It looks like a great sewing machine, but is unusable as it is. Once ebay has told me what they want me to do, I will let you know. Thanks again for any help,"

Do I wait now? When I started the process it stated that I had three days for the seller to respond, yet at the end it said I could get ebay to help on June 30th which would be six days. It really doesn't matter to me, I just don't want to drag this mess out and miss some hard and fast date. Is this normal?

[lady.stark]

I find it strange that the seller is asking you to make a claim with the shipping company. Buyers cannot do that. It is always the responsability of the seller... anyway, you did everything you could. It seems to me that this seller doesn't know he is enrolled in the GSP...

[marnotom!]

As far as I’m concerned, going through the Resolution Centre for a GSP-forwarded item amounts to the same thing as a claim with the shipper as the damage to the sewing machine could have occurred between Kentucky and the hub where Canpar took over delivery.

Also, I doubt Brother USA would honour a warranty for a sewing machine purchased by a Canadian or Brother Canada would honour a warranty for a machine purchased from the US.

Your seller is probably using boilerplate emails to communicate with you and, as suggested earlier, has no idea they’re using the GSP or at the very least hasn’t figured out how it works.

[reallynicestamps]

When all is said and done, using only the retail packaging for a single item is inadequate and should be mentioned in your feedback after you have your refund.

[amcdc79]

---

@marnotom! wrote:
As far as I’m concerned, going through the Resolution Centre for a GSP-forwarded item amounts to the same thing as a claim with the shipper as the damage to the sewing machine could have occurred between Kentucky and the hub where Canpar took over delivery.

Also, I doubt Brother USA would honour a warranty for a sewing machine purchased by a Canadian or Brother Canada would honour a warranty for a machine purchased from the US.

Your seller is probably using boilerplate emails to communicate with you and, as suggested earlier, has no idea they’re using the GSP or at the very least hasn’t figured out how it works.

---

I find that an interesting take from someone who purchased a cell phone through the GSP. Was the warranty still good for you as a Canadian buying from a US seller?

Many items sent to Canada or the US from Europe, China or Japan consider both countries to be the same for warranty work. I guess I may find out in this case, whether a sewing machine from Japan, considers the Canadian market differently than the US one.

I do agree that the seller is just using boilerplate emails to answer any questions.

[ypdc_dennis]

Brother's warranty appears to be country specific for sewing machines.

brother.ca warranty

[amcdc79]

As usual ypdc_dennis answers the question regarding the warranty, thank you for that.

As it stands now, the sewing machine is an expensive boat anchor that is ready to go back to where ever ebay wants me to send it.

[marnotom!]

For what it’s worth, the cell phones I’ve purchased on eBay have been cheapies or refurbished. I’ve never really worried about warranty issues as I consider the warranties for personal electronics to be worth the virtual paper they’re printed on. It’s a risk I’m prepared to take when shopping from the US (or pretty much anywhere else) online.

[momcqueen]

When you are refunded by GSP,  take the sewing machine and your refund to wherever it needs to go to be fixed and pay for the repair with your refund, and then settle in for the five week wait. Then you will be done with it.  And have a usable sewing machine. 

It is highly unlikely GSP will ask for a return on a broken item. You will get to keep the pieces as did I with my last GSP purchase of two hard-to-find glass-shaded tealight lamps. I opened the box, my order had been broken into about 500 hundred pieces, I closed the box and opened a Return. I was refunded and now I have my money back and a box of shards. 

Technically speaking, the seller made the error in my case. (And yours, to be blunt because a smart and cautious seller packs for drops and bumps.) Mine used many packing peanuts but did nothing to ensure the heavy parts of the lamp were kept separated from the fragile parts of the lamp through the journey of several thousand kilometres. And then the GSP did nothing to doublecheck their work before passing it on. So I received pieces of lamp and my money back. 

If the lamps were repairable, I could have done what I am telling you to do. Only a magician could fix these. You are in a better position. 

[lotzofuniquegoodies]

As an FYI  policy attached for sellers that use Canadapost for fragile items shipping by mail:

Canpar, Purolator, Fedex, UPS policies may vary.

Canada Post processes parcels through a series of conveyor belts and chutes and
all packages are sorted and processed based on their destination postal code
and therefore, your package may very well come into contact with another
(larger and/or heavier) parcel whether on the conveyor belts, as it comes off
the conveyor belts and/or during transit.
In the event the item is not adequately packaged with supporting reinforcements,
and it comes off/gets caught along the conveyor belt, and/or if another
package follows behind it and lands on top of it, it becomes susceptible to
damage. Canada Post cannot control a parcel being dropped, jarred and/or
shuttered through movement during regular operational processing.

21.4 Exclusions and Restrictions on Certain Items:
Notwithstanding anything to the contrary and regardless of whether other items
were included in the shipment:
C) Canada Post shall have no liability for damage of shipments containing
Fragile Items.
D) Canada Post shall have no liability for damage of shipments containing
Electronic Goods that are shipped in any packaging other than:
the manufacturer's original packaging, which is undamaged and has retained its
intended shape and strength;
packaging that abides by Canada Post#s packaging guidelines; or
Canada Post#s packaging for the shipment of electronics, including, but not
limited to tablets and smartphones.
8.3.1 Definitions
1.11 #Fragile Items# means items of an inherently fragile nature such as,
***but not limited to***, glass, framed glass, mirrors, crystal, ceramics,
pottery, porcelain, china, perishable items or items requiring refrigeration or
temperature-controlled transport.
Canada Post's liability coverage applies to loss or damage to mailed items,
except when the contents are of a fragile or perishable nature, in which case
the liability covers loss only.

***Since the contents of your parcel fall into the fragile category, we are
unable to compensate you.***
However, we do reimburse you for the postage. Please see below for the amount
and through the refund method indicated.

https://www.canadapost.ca/tools/pg/Amalgamated/parcel_services_guide-e.pdf
(pages 63 and 67)

-Lotz

[marnotom!]

Good to see you back, @momcqueen! 🥳

[reallynicestamps]

I think it is worth adding a picture of a USPS terminal in full Christmas rush.

Note the festive Christmas hat on  the ladies.

And a couple of parcels that have fallen off the conveyors to the floor.

[amcdc79]

First off, Happy Canada Day to all of you on here and ebay.ca, and thank you for all your help.

I hope the sewing machine didn't fall off the belt but you never know, great pictures by the way.

I have asked ebay to step in and help, should hear back in the next day or so, I will let you know what they suggest, again thanks to all for the great advice.

[amcdc79]

I was quite surprised to get a response from ebay on Canada day telling me that they had started the process. The Representative mentioned that due to its high value it would go through a vetting process and take about 48 business hours to complete. Strange that I also received an ebay feedback poll to fill out, but I guess that's just SOP.

The seller sent a message earlier today that was a surprise as well,

"Please follow the previous email instructions"

Short and sweet, but really no help at all, not sure whether to reply.

His instructions are already posted above.

I hope to hear from ebay sometime this coming week, again thanks for all your help.

[marnotom!]

I’m not sure it’s worth responding to your seller. You’ve already done a pretty good job of outlining your side of the story. They may be panicking because of a hold placed on their funds.

If you are going to respond to the seller’s email, I’d send them something short and sweet along the lines of, “As I am a buyer in Canada and the sewing machine was shipped through eBay’s Global Shipping Program, the only recourse available to me is to go through eBay’s Resolution Centre. I hope this does not inconvenience you.”

With luck, this seller will squawk their perceived predicament on the .com boards where somebody will set them straight on the nature of SNAD claims for GSP-forwarded items.

[amcdc79]

I sent the seller a message that thanked them for their response, then sent your suggested script, and ended by reminding them that we both did what ebay wanted, and that the ball was in their court.

Thanks for the great idea, not as short and sweet as the sellers, but really there is not much else we can do now but wait.

Stay safe everyone.