My experience with BSW!

[Essam Khafagi]

Statdoc, I never said I am blameless or always right.. All I am arguing is the amount to be deducted for not sending original boxes back, and a proof of damage so I can file a claim with the shipping company. The point is, they are not responding! They did not even tell me how would I get the refund?!
Did I make my self clear now?.. thanks for your suggestion anyway.

NextGen, I will call them but not now of course... It is 9:45am here in Saudi which is midnight in the US.. I will do that later today.

[chusteveb]

OK USA! lol Anyways...

You have in your favor that you sent out an email stating that you didn't have the original packaging and that BSW still gave you authorization for a full return less the items you kept. So I'm with you on getting the issue solved. Just remember that attitude does go a long way here since the ball is in their court at this time. Patience and persistance, you'll see some results. Meanwhile nothing says you can't start a claim with the shipping company first, the more leg work you do the more likely you'll see results. Good luck to you.

[TwinsPoppa]

Okay let me see ...

1) Did BSW in fact agree to the return and give you a RMA knowing ahead of time it would not come in or with the original boxes?

If so, score one for you because they accepted a situation that's not their store policy. If not, unfortunately, then you dont have much of a case. The actual cost of the original packaging is not relevant. The amount to be deducted or even consider refunding is all BSW's option. Unfortunately, this is standard practice here(doesn't matter if this is fair or not).

2) If you asked them for pics of damages and they have not responded yet - I'd wait a bit more considering the holidays. Keep sending them emails just in case they didn't get them - just be polite. After about a week or two more and still no response - score one for you. That would be unacceptable to me. Don't know the situation on their end but you have been trying to contact them and even posting here. They should definitely try to help you in filing a claim.

Bottom line:
I understand that you are willing to take a cut but you feel the amount is not fair. However, in general , the decision and amounts on compensation/refunds etc are usually in the company hands - not yours.

However, companies should definitely assist people in filing shipping damage claims and also respond to communications - especially to customers.

Hope you get things resolved ... Good Luck!

[Essam Khafagi]

TwinsPoppa,

The answer for number 1 is "yes" cause they did not object or comment. Here is a screen shot of my email to them with a reply from Mr. Zach @ BSW. Please note the dates, it has been almost two weeks now.

[Scottie]

I don't know how things work for you but did you pay by credit card if so can't you call them and recall the payment.

I wouldn't be happy that's for sure and another thing very poor show from a sponsoring supplier on this forum. Shocking in fact.

[Essam Khafagi]

Payment was made through PayPal.. I don't want to go through this hassle.
I will keep waiting till the 2nd of Jan and see if they'll show up!

[Wagner]

Am I the only one that read that Confidentiality Notice?????

[chusteveb]

Originally Posted by Wagner

Am I the only one that read that Confidentiality Notice?????

Yes

[Halston Pitman]

I am sorry that I missed this thread up to this point.

1. I will go take photos of the packaging and the damage if necessary. I do not know if everyone has seen our midranges but the inner dust cap is a cone and they are dented in. They were floating inside the packages. The other drivers have solder that dripped

2. Our international and US returns outlines are sent with the RMA and include all the details and everything necessary. I do apologize that the boxes were thrown away, while they are not worth 200 dollars they are designed to properly hold the speakers during transit. As you said they arrived perfectly safe to you but were damaged on the way back.

Lee is the shipping manager here and he handles this directly for returns/exchanges/refunds so I cannot comment on the fact that you requested photos and he never responded or sent them. That is on his shoulders but as the General Manager I will talk with him. Since Zach agreed, and he is new but I cannot fault him for it, I will discuss with him on the original packaging. I will work something out here to get you a better refund than 200 dollars.

Will report back in just a bit. Going to take photos now so that the forum can see what was received and the damage to the drivers.

As some have said that have dealt with me directly I do my best to server this forum and my customers directly. I don't know if I have helped someone directly on this particular forum but my voicemail says if something is urgent and we are closed please call my cell phone at reasonable hours. I have assisted with installs and customer service issues via my personal cell phone way outside business hours including weekends. I pride myself in customer service and I do apologize that this situation had to result in a forum post.

Will report back. Not going to try and take pictures to 'prove you wrong' and 'win'. Just want you to have the photos.

Let me talk with Lee and Zach about the refund and what we can do.

[X5rolls]

They seem pretty reasonable IMHO.