newtstampede
Well-Known Member
Newtstampede, you just have to get the hell away from Junction City!
Yes, I do. Only have to be here for a little longer. Then off to Hawaii!
Newtstampede, you just have to get the hell away from Junction City!
Then, for the record, I'll be ordering from Auber again in the event I need another control.
So my car got stolen from in front of my house the other day and I'm still waiting for the dealer to drop me off a new one.....
It's not Aubers "Obligation" to send out new product when they have already fulfilled their commitment to you when that package hit the carriers floor. If you want to gripe at someone then it should be the carrier, but even then they delivered the package and fulfilled their obligation to Auber by delivering the parcel to the location YOU specified.
So my car got stolen from in front of my house the other day and I'm still waiting for the dealer to drop me off a new one.....
It's not Aubers "Obligation" to send out new product when they have already fulfilled their commitment to you when that package hit the carriers floor. If you want to gripe at someone then it should be the carrier, but even then they delivered the package and fulfilled their obligation to Auber by delivering the parcel to the location YOU specified.
What if the dealer hired a company to drop off your new car (that you have yet to touch), they say they dropped it off but its not there when you get home. Perhaps it was stolen after they dropped it of..... You don't contact or expect the dealer to get involved here? The company hired to deliver the car is not going to deal with you, they don't have any business relationship with you, you haven't even paid them the dealership had. Of course this isn't a realistic example, as normally people would want someone there to accept something of this value.
As the OP mentioned, and as I have experienced before FedEX will not deal with the receiver in these cases, so the only person he can "gripe" at would be Auber.
I agree, the "contract" was between the customer and Auber (not FedEX). Auber states on their website that they use FedEx for the shipping, and does not offer the customer any additional choices. Since no other choices are offered I believe that Auber is still responsible for the delivery (or lack there of) of the package, until the customer physically lays hands on the item. Auber obviously has a commercial account with FedEx (as noted in the email regarding Auber contacting their "local FedEx account manager"), and should resolve the issue with them. The customer paid for a product, and did not receive it. Auber should have shipped a new product to the customer immediately, and taken up the claim with FedEx.
If this type of thing happens more frequently that Auber would like, and they have problems receiving reimbursement money from the claim, then they have the right to change shipping companies. Also, it would be a good idea for Auber to require signatures on all orders over a certain monetary value to mitigate issues like this regardless of carrier.
Bottom line, if Auber wants to provide good customer service, then they should have made certain that the customer received the product, as described, in the least amount of time possible. Making the customer wait for claims, or pay additional money with the promise that they would "pay him back" is bad customer service.
That's your choice. I would personally prefer to do business with companies that actually seem to care that I get the items that I pay for.
I want to say first off I ordered from Auber and had a problem with one of my temp probes. They replaced it and sent me an envelope to return the defective one at no cost to me. I will say that I would think it would be in their best interest to take care of this as to protect their reputation. I understand their point but how is it right if they recieved the money from the customer and also recieved money from fedex for the loss? Maybe I missunderstood that part. I dont think there is anything wrong with the OP posting this here he has included his correspondence with them, I wouldn't say he is bashing them.
No disagreement that if you, as a vendor, want to provide to your customers that's fabulous. Nobody is saying don't do that if you want to because you think it's the right thing to do.
The bone of contention is the expectation you should just because the recipient's delivery location was unsecure.
I've had a package stolen out of a shared hallway and it indeed sucks. Whoever took that package is so bummed, they likely have no idea what to do with their stolen loot. Check your dumpster.
The real issue is a more secure delivery point. This thread wouldn't exist otherwise. We'd be talking about how great that new Auber controller is.
Ok, so I'm a vendor and I suffer quite a few losses due to USPS incompetence. The bottom line is that if you use a shipping method with no signature confirmation, you have to be willing to eat the losses. Sure you can offer economy shipping where you stipulate that losses due to shipper misconduct or drop theft are not covered, but then you have to offer premium shipping. That's confusing and clumsy. I have a policy that when I'm shipping something of substantial value to what looks like an urban area, I eat the cost of signature confirmation as a tiny bit of business insurance. Most of my losses are for shipments that fall under that arbitrary threshold and it's just cost of doing business. Auber is thinking about their bottom line for the week, not the year and years after that. Silly silly.
Check your local Craigslist too.
Hello Mike,
Following is a communication with another customer. I think it will be useful for you to be aware of it. I think customer with this type of situation will be appreciated if they read the experience you had.
Hello xxxxx,
Recently, a customer of us lost a package at a apartment address. He posted his experience on the Home Brewing Forum, It caused a hot discussion. We feel that protecting our customer's order from stolen is most important thing to do. To prevent this from happen again, we started to require signature deliver on all packages that are shipped to apartment address. The cost of signature deliver (>$4) is paid by Auber and free to our customer. Here is the link for this discussion. I hope you can appreciate for why we are doing this.
https://www.homebrewtalk.com/f170/beware-auber-instruments-393655/#post4952409
Suyi Liu
Auber Instruments
www.auberins.com
770-569-8420
Newest email from Auber. So happy that they have pointed out my current issue has caused them to require signatures for delivery. No progress in resolving the issue at hand though. I am nearing the point of just saying fu*k it and going back to propane. Been checking the dumpsters and CL with no success.
Why don't you plant a fake box with an exploding paint container on the inside so that the thief will get whats coming to him...
That or stake out and take pictures from your car and then call the cops.
Might be able to find the missing items and solve your problem all together.
In the case of damaged goods in shipping I would as well expect (generally speaking) the seller/shipper to cover it because damage in shipping is mostly the result of poor packing on the seller/shipper part.
In the case of damaged goods in shipping I would as well expect (generally speaking) the seller/shipper to cover it because damage in shipping is mostly the result of poor packing on the seller/shipper part.
What you're saying that if the item is stolen, then it's the customer's fault and he should eat the additional costs, .
but if it's damaged then it's Auber's fault and they should eat the costs?
What if the package was stolen off the truck?
What if they dropped it at the apartment manager's office (where FedEx should have delivered it anyway), and someone stole it from there?
Yup. The customer specifies the delivery location. If you roll the dice with a simple drop off delivery location that is sketchy then it's on you.
Yup. The customer specifies the delivery location. If you roll the dice with a simple drop off delivery location that is sketchy then it's on you.
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