Walrus Coolant Pumps

[Houdini16]

We ordered a Walrus hi pressure coolant pump, it arrived damaged.
they would not send out a new one, or refund our money.
They said what they do is file a claim with Fed-X and when Fed-X investigates and then sends out a payment for damages caused to Walrus,
then Walrus would forward that to us, or remove those funds from our bill.
Super incorrect, and super illegal tactics.
Dont buy from this company, warning!

 

[Houndogforever]

Many companies sell things FOB ( Free On Board) which means that location stated is where ownership changes. So if you buy something FOB Alabama, and you live in California, once the shipping company picks up the parcel, it is considered your property, not the shippers. If you want insurance, it is the receiver's responsibility to pay for that and then receive the payout if required.

That being said, I have had this exact situation come up, however I just replaced their parts at my own cost because I'm not trying to annoy my customers.

 

[Houdini16]

Many companies sell things FOB ( Free On Board) which means that location stated is where ownership changes. So if you buy something FOB Alabama, and you live in California, once the shipping company picks up the parcel, it is considered your property, not the shippers. If you want insurance, it is the receiver's responsibility to pay for that and then receive the payout if required.

That being said, I have had this exact situation come up, however I just replaced their parts at my own cost because I'm not trying to annoy my customers.

I do exactly the opposite for my customers. I take responsibility for the order until they receive it undamaged. If its expensive, I add the insurance not the customer. From what I have looked up in the past most places consider the shipper the responsible party, and then the shipper can go after FedX,UPS.... if damages occur.

 

[Houdini16]

I do exactly the opposite for my customers. I take responsibility for the order until they receive it undamaged. If its expensive, I add the insurance not the customer. From what I have looked up in the past most places consider the shipper the responsible party, and then the shipper can go after FedX,UPS.... if damages occur.

But then again, I don't do retail sales either, our orders are of machined parts worth thousands of dollars, not a $700 pump. So kinda different.

 

[EmGo]

Super incorrect, and super illegal tactics.
Dont buy from this company, warning!

It isnt, really. It's just a different way to do shipping than you are used to. In fact, probably a lot of stuff you get is that way, you just never had a problem before.

 

[DouglasJRizzo]

Lousy way to do business.
Not sure what avenues you have but I'd avoid Walrus in the future.

 

[DavidScott]

Funny how your view of this changes when you are the one shipping your retail products. There is nothing illegal or off about their tactics, unless they don't spell this out in their shipping policies. Have you read FedEx's policy on how they will deal with it? Have you saved all packaging and documented it with photos, preferably starting before opening the box?

 

[Houdini16]

Funny how your view of this changes when you are the one shipping your retail products. There is nothing illegal or off about their tactics, unless they don't spell this out in their shipping policies. Have you read FedEx's policy on how they will deal with it? Have you saved all packaging and documented it with photos, preferably starting before opening the box?

My view doesn't change, the customer risk's the product being defective, shipment being lost, not being delivered in time, their money,....As the the seller all you risk is not making a profit. So I feel the seller should take on some of these risks for the customer. I would rather take care of a customer, and have return customers, and good word of mouth. Not the opposite.
I didn't do any of the things you mentioned, why, because I have machines to run. During a day I personally run 3-4 machines@ $680 per machine, per day. Using up time worrying about a $700 pump is a waste of my time.
It is damaged, and they wanted to play games, was trying to force me to keep it.....I just through it in the corner, and went back to work.
This post was just to warn other.

 

[DouglasJRizzo]

Dad used to buy "Gusher" coolant pumps. I think they're still around.

 

[Dan from Oakland]

We just add the additional insurance cost to the shipping charge rather than having an issue down the road. We don't even ask the customer if they want insurance. Getting reimbursed is an other matter but... The customer always comes 1st- anything else is just stupidity.