FedEx
Monitor Damaged in Shipment, Claim Denied for Lack of Packaging

For a trade show in Las Vegas I sent three cases through FedEx. They carried the audio, video and computer gear required for a major event. Since this is how I earn my living, the cases were custom ordered, measured and built precisely for this broadcast equipment. Each of them has traveled before with identical setups and gear, to Las Vegas, New York and locally within Florida. I insured the shipment in full and did the packing personally, using custom Anvil Wilson cases with generous foam and padding to keep the contents safe. One case contained two flat panel monitors, with additional foam and a pop-up foam layer separating them.

At the show in Vegas, I opened that case and found the rear leg of my Apple monitor ripped completely apart. Fingerprints marked the monitor, and the screen itself was damaged, which suggests someone tried to yank the monitor from the case. Duct tape and good eyesight carried me through the show.

Once home, I filed a claim. A person visited, took pictures and asked how all of it had been packed. Roughly 2 weeks after filing, and 3 weeks after that visit, a caller informed me, with no further detail, that the claim had been denied. I requested a manager and spoke yesterday with Susan. She told me she had "looked" into the case and the report and that the denial stands because of "lack of packaging." Yet these cases were made solely for this gear. Someone dropped the case or tried to tear the monitors out, and the claim is still denied.

I asked her for my next step. It is my business, a small one, and my livelihood, which means little to Susan in FedEx claims, where, going by the complaints I read online, ALL FEDEX CLAIMS ARE DENIED! She suggested I write straight to the CEO, Mr. Dave Bronsack, though since she apparently reports to him, or works with him on these claims, I doubt he will find a different solution. I lost a $1,200 monitor, and shipping the case there and back cost me nearly $500. What should I do now?

Company: FedEx
Country: USA
State: Tennessee
City: Memphis
Site: fedex.com

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