Issues w/4wheelparts.com :@

callaway · **Posted:** Fri Sep 14, 2007 9:24 pm

Has anyone had any issues dealing w/4wheelparts.com?

I just received a smittybilt winch I ordered from them earlier this week and the thing is trashed. The box was falling apart, giant hole in one side, screws fell out when i moved the box, the covering for the electronics is cracked and screws on the winch are bent and busted.

I plan on sending pictures to 4wheelparts and calling UPS. Is this a UPS or 4wheelparts issue thou?

some pictures...

This is how it was packaged...

secure pack? whats that?

cracked cowling...

this is all the hardware I have... does this look right? the single bolt fell out of the box when i moved it so i think some is missing...

one of the battery terminals moves like a joystick a in a good 1/2" arc... that aint right

at least the controllers not damaged =/

I've lost all respect for 4wheelparts.com and ups

renegadekj · **Posted:** Fri Sep 14, 2007 9:41 pm

Probably UPS!

LiLredLibby · **Posted:** Fri Sep 14, 2007 9:52 pm

I'm with renegadekj on this one,probably UPS.Most reputable companies would'nt ship parts in this condition.In fact it would only be imberasing,and hurt future buisness.I think you have the right idea on sending pics to the parties involved,but just remember to be nice,cause you'll draw alot more bees with honey than you will with salt.

Ron

callaway · **Posted:** Fri Sep 14, 2007 10:00 pm

I'm always nice :twisted:

I just sent an email w/pics to 4wheelparts. Maybe I'll hear back by late next week the way customer service is usually run =/

What i thought was a screw turns out to be one of the terminals for the battery. Does this mean the entire winch is shot? If so, UPS has a $100 insurance on any package that is sent (more is specified at shipping time). If this a UPS at fault issue what happens then? (I've never called in about broken packages before)

LiLredLibby · **Posted:** Fri Sep 14, 2007 10:19 pm

You do seem to be a great guy.On the E-Mail reply you should make a phone call first thing tommorow to both parties.Reason being is that in most states by federal law you have the right to return,or refuse to accept the sale of ANYTHING within three(3) days of recieving your purchase,so don't give them time to deny your possible legal rights.In Ohio you have this right even if your just not satisfied with the product,let alone if it is damaged such as yours is.The reason I used the term "Possible legal rights" in your case is because I'm not sure of Illinois law.This is a 25 million dollar company and would probably rather send it back as shipping damage and hope for reimbursment than to have their name at risk.But good advise would be to get on the phone first thing tommorow with a plea that this winch is not acceptable or usable.In motor terms that is considered the "Battery terminal" and if it's broken....yea,it's "Totaled".

Ron

callaway · **Posted:** Fri Sep 14, 2007 10:30 pm

LiLredLibby wrote:

You do seem to be a great guy.On the E-Mail reply you should make a phone call first thing tommorow to both parties.Reason being is that in most states by federal law you have the right to return,or refuse to accept the sale of ANYTHING within three(3) days of recieving your purchase,so don't give them time to deny your possible legal rights.In Ohio you have this right even if your just not satisfied with the product,let alone if it is damaged such as yours is.The reason I used the term "Possible legal rights" in your case is because I'm not sure of Illinois law.This is a 25 million dollar company and would probably rather send it back as shipping damage and hope for reimbursment than to have their name at risk.But good advise would be to get on the phone first thing tommorow with a plea that this winch is not acceptable or usable.In motor terms that is considered the "Battery terminal" and if it's broken....yea,it's "Totaled".

Ron

Thanks for that info - I'll give them a call in the morning

Cacher123 · **Posted:** Fri Sep 14, 2007 10:30 pm

I used to get stuff delevired like this all the time when I had a M/C dealership. Couple of issues here:
1. Was the box adequate protection for what was inside it to be transported?
2. Did UPS transport it properly?

From what I can see it looks like the box is a standard box from the manufacturer. That being said, being such a heavy item, the vendor probl should have placed it inside another box for shipping. BUT it looks like UPS trashed the heck out of it.

Bottom line is that UPS is fully responsible since there is no way the vendor gave them the box in damaged condition. UPS would never have accepted it for shipping in damaged condition.

I can't believe UPS even delivered the box to you with that much damage. Did you tell the driver to note the damage to the box?

If not, don't worry. However, you need to IMMEDIATELY call UPS and tell them you recvd a damaged delivery. Repack the box the way you found it because they need to come to either claim the box & item or take photos of it. But you need to do that IMMEDIATELY.

Also, call the shipper and tell them how the package came. They will probl ask you to call back with the UPS claim # you will get from the UPS inspector. IF they are a reputable dlr, they SHOULD immediately send you out a replacement item and then THEY will file the claim with UPS. UPS will usually take one look at the damage and then send the vender a check to cover the merch. It's pretty common.

This is normal procedure. Let us know what happens. If all else fails or the vender tells YOU to file the claim with UPS, just call your credit card co. and cancel the payment. I doubt that will happen though as this is a pretty common event.

callaway · **Posted:** Fri Sep 14, 2007 10:41 pm

Cacher123 wrote:

I used to get stuff delevired like this all the time when I had a M/C dealership. Couple of issues here:
1. Was the box adequate protection for what was inside it to be transported?
2. Did UPS transport it properly?

From what I can see it looks like the box is a standard box from the manufacturer. That being said, being such a heavy item, the vendor probl should have placed it inside another box for shipping. BUT it looks like UPS trashed the heck out of it.

the winch box was wrapped in 1 sheet of corrugated. no extra protection. For an item this heavy they could have used a actual box or at least a label that said 'caution: heavy item with fragile parts"

Cacher123 wrote:

I can't believe UPS even delivered the box to you with that much damage. Did you tell the driver to note the damage to the box?

I found it at 8ish when I came home from work. It was delivered in the afternoon.

Cacher123 wrote:

If not, don't worry. However, you need to IMMEDIATELY call UPS and tell them you recvd a damaged delivery. Repack the box the way you found it because they need to come to either claim the box & item or take photos of it. But you need to do that IMMEDIATELY.

Also, call the shipper and tell them how the package came. They will probl ask you to call back with the UPS claim # you will get from the UPS inspector. IF they are a reputable dlr, they SHOULD immediately send you out a replacement item and then THEY will file the claim with UPS. UPS will usually take one look at the damage and then send the vender a check to cover the merch. It's pretty common.

I emailed 4wheelparts with my story and pictures of everything. And i just filed a claim online with UPS. I'll call both of them in the morning. The "box" it was shipped in is completely trashed. Can i repack it as it should have been or do I need the 'official' packing 'box'?

Cacher123 wrote:

This is normal procedure. Let us know what happens. If all else fails or the vender tells YOU to file the claim with UPS, just call your credit card co. and cancel the payment. I doubt that will happen though as this is a pretty common event.

I paid w/my debit so the payments already cleared =/

thanks for all the helpful info guys - i appreciate it

Cacher123 · **Posted:** Fri Sep 14, 2007 10:48 pm

Quote:

I emailed 4wheelparts with my story and pictures of everything. And i just filed a claim online with UPS. I'll call both of them in the morning. The "box" it was shipped in is completely trashed. Can i repack it as it should have been or do I need the 'official' packing 'box'?

Just keep the box if you still have it. Sometimes UPS gets picky with "Hidden Damage" (they say the box was fine but the item in it was damaged - not thier fault) VS. "Shipping Damage" (box trashed - clearly thier fault)

callaway · **Posted:** Fri Sep 14, 2007 10:52 pm

Cacher123 wrote:

Quote:

I emailed 4wheelparts with my story and pictures of everything. And i just filed a claim online with UPS. I'll call both of them in the morning. The "box" it was shipped in is completely trashed. Can i repack it as it should have been or do I need the 'official' packing 'box'?

Just keep the box if you still have it. Sometimes UPS gets picky with "Hidden Damage" (they say the box was fine but the item in it was damaged - not thier fault) VS. "Shipping Damage" (box trashed - clearly thier fault)

will they say I purposefully kicked a hole in the box then?

Cacher123 · **Posted:** Fri Sep 14, 2007 10:53 pm

Not with that kind of damage! :shock:

LiLredLibby · **Posted:** Fri Sep 14, 2007 11:08 pm

Looks to me like it's original box is also packed in a box rated for this weight.Callaway....there should be a weight rating on the outer brown box in a black stamped circle,can you read what the box is rated for?Again,I would doubt that a 25million dollar company would not know how to pack this item properly.And as Catcher has said,it looks to be clearly shipping damage.Don't really matter if they "Point the finger at each other" or not,you should recover just fine.

Ron

recon · **Joined:** Wed Mar 08, 2006 1:28 pm **Posts:** 90

My Money is on 4 wheel parts. They need to fix it as you are the customer. They are responsible for the shipping company that THEY choose to use. Yes the customer is allways right. In this case UPS was hired by 4 wheel parts...regardless if they damaged it or not it is theirs to fix...

LiLredLibby · **Posted:** Fri Sep 14, 2007 11:18 pm

Possible.......but my money is still on the UPS driver thats overpaid(cause a real close friend of mine works for them)and wants to hurry and get his daily route delivered so he can go home early. :wink:

Ron

callaway · **Posted:** Fri Sep 14, 2007 11:32 pm

LiLredLibby wrote:

Looks to me like it's original box is also packed in a box rated for this weight.Callaway....there should be a weight rating on the outer brown box in a black stamped circle,can you read what the box is rated for?

Ron

Once again, this was hardly a box. The winch box was wrapped in 1 layer of thin corrugated cardboard and poorly taped together. You can see in this pic the cardboard taped to the box (I cut the ups shipping info off so I could take it to the computer and file a claim online with that info =/). The 4 long sides had the cardboard wrap and the 2 ends were exposed.

There was no weight rating stamp on the 'box'. The closest thing to a weight marker is this little strip of tape showing the box is > 70lbs. This sticker was on the winch box and not the 'shipping box'

its gonna be a fun filled saturday morning

SoDakJeep · **Posted:** Sat Sep 15, 2007 12:34 am

well if that sticker is on the winch box....and not the brown box it came in UPS would have put it in a box.....i dont think they would put it in a box that was ripped to shreads...

Pablo · **Joined:** Thu Feb 02, 2006 10:06 pm **Posts:** 1201

I would not be suprised if you called the manufacturer and they stated that box was not meant for shipment and that was a "face" box meant to sit on a shelf and look pretty-- not a shipping box. The manufacturer probably delivered the item to 4wheel parts in crates/pallets. If that is the case, I would have to say 4wheel parts is to blame for doing a cheap arse packing job. I am surprised UPS did not reject the package outright.

LiLredLibby · **Posted:** Sat Sep 15, 2007 10:15 am

In the 48 years I've been alive I've probably shipped more than 10 or 15 items UPS.There was one time I took a package that had one of the flaps to come loose,the lady at UPS said "Here is a roll of tape,you need to tape that loose flap because I'm not alowed to accept this box until it is packed securely".If they would'nt let me ship a box with a loose end,I don't think they would have accepted this box in the condition it was in.Maybe not all UPS stores are alike,but they are usually pretty picky about how a package is packed.

Ron

callaway · **Posted:** Sat Sep 15, 2007 10:29 am

LiLredLibby wrote:

There was one time I took a package that had one of the flaps to come loose,the lady at UPS said "Here is a roll of tape,you need to tape that loose flap because I'm not alowed to accept this box until it is packed securely".If they would'nt let me ship a box with a loose end,I don't think they would have accepted this box in the condition it was in.Maybe not all UPS stores are alike,but they are usually pretty picky about how a package is packed.
Ron

Its a different story entirely if you ship from a business or warehouse with loading docks. At work we have a fedex and ups account - the truck pulls up to a free loading bay and the stuff to ship out goes right on the truck. the driver gets out long enough to sign paperwork but doesnt inspect/look at boxes =/

I called UPS this morning to confirm the claim I filed online last night. I have to repack in the original box (I'm going to repack in a new box since shipping box is trashed and add pictures) and it will be picked up sometime monday between 9 and 5. UPS then contacts the shipper and the shipper will contact me. at least thats how they said it would go down =/.

I'm going to call 4wheelparts in a few hours and see what they have to say.

Blue KJ in PA · **Posted:** Sat Sep 15, 2007 10:41 am

Yes, UPS trashed the box...but that box is not a shipping box. That is a display box, maybe meant to be packed tightly together with 30 others, shrink wrapped tightly on a skid.

There should have been on outer shipping box and packing material around that dipslay box to ship it. My guess is that some UPS person wrapped that cardboard around the destroyed box in transit. Simply riding on a few roller wheel conveyor belts could have led to the boxes damage and once the box was slightly damaged then the parts began to break.

The vendor need to take this as a lesson on how to properly ship items. At any rate you should be receiving a brand new winch to replace this one.

Issues w/4wheelparts.com :@

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