I am completely disappointed with the way Caseking processed my warranty.

[Naviceiro]

I am completely disappointed with the way Caseking processed my warranty. I made use of my screen's warranty, sending it in a packet with adequate protection, insuring it for extra safety and specifying that it was fragile to avoid any harm in it.
Caseking, after receiving the packet, returned it wihout giving me option to reply or to do anything, pleading -by email- that it had mechanical failures caused by inadequate treatment during the shipment.
Therefore, after receiving the email, I was forced to make an internacional call (expensive, of course) requesting photographs of the packet that proved the alleged damages, in order to deal with the shipping company to receive the money of the insured screen, and also because I wanted an explanation about what really happened to it (the supposed mechanical failures). They noticed me that the packet had been already sent, and after that they sent me photographs in which I could only see that the box was gently broken by one side (they said it was the shipping company's fault) but in no one of them mechanical damages are visible, so I had no way to know if it was true or not. I felt like that the packet hadn't been even opened, and they arbitrarily pleaded a mechanical damage, leaving the customer defenseless between Caseking and the shipping company.

 

[free-server]

I am sorry, but who to hell should accept such an crap as "adequate packaging ? Is seems, that you have ony put paper and bubble foill around the display !? No soild box ???

i am really no fan of caseking, but in this case i can recognize the decision of ck to refuse the item.

 

[mugam]

adequate packaging - that's the joke of the day

 

[Naviceiro]

If there really is some damage damage the product and not the package is. The customer does not have to send the package. DIRECTIVE 2011/83 / EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL
of October 25, 2011

 

[AramisCortess]

Only because you dont have to send the (original) package, does not mean you can bubblewrap your monitor and ship it.. Srsly dude its not first of april.
Your package has to withstand drops from ~80cm without harming your packaged goods.

 

[Tzk]

Common practice in germany (that's where Caseking is from) is that you either ship the screen in the original packaging or (if you already trashed it...) another adequate packaging. Adequate means that it's preferably in a solid box and surrounded by enough soft material.

I don't think that your packaging was good enough, sorry.
If i was the dealer i would've returned it without opening it, just like Caseking did.
They should've informed you before returning it, though.

 

[free-server]

You have not to use the original packaging, but an "adequate".

Your packaging is not adequate, it is really absurd ! Use an solid box. Normally CK takes the risk for an RMA, but only when you use adequate packaging !

If you do not have adequate packaging, then you have to talk with CK, that they will provide packing materials to you . Or you can buy the materials and request the bill sum from CK.

But now .. feel free to bring this case to a german law court, but i think the result is very clear..... Talk to your advocate...

 

[Naviceiro]

The protection falls resisted 80cm, rigid internal protection role burbucas and an external brown to prevent the paper product see . I did not find large boxes to put the best product or any kind of protection, so I decided to pay for the best protection by the carrier and insurance covering any damage . I accept that any damage but before returning the product have to teach those damages to reclaim the shipping company

- - - Updated - - -

I talk with CK and was not given solution. Just they told me I had to ship the product .

 

[AramisCortess]

Sry dude, you are talking about a hundrets of dollar RMA and you cant find a Box? Buy one!

Not a single German company would accept such a packing. The only products i have seen getting shipped like this are T-Shirts and jeans.
If you dont realize this yourself, you really have to train your common sense. Its your fault, not CK's nor your shipping companies.

 

[Naviceiro]

Where I live NOT big boxes are sold. The shipping company receives a fragile product , insurance against any damage or stroke. If the product does not arrive in perfect condition, the buyer communicates or returned .

 

[mugam]

Where I live NOT big boxes are sold. The shipping company receives a fragile product , insurance against any damage or stroke. If the product does not arrive in perfect condition, the buyer communicates or returned .

Then you habe to contact the shipping Company, but it is doubtful if the insurance will accept the inadequate packaging ....

 

[Boogeyman1301]

Naviceiro are you really serious? I mean really, really serious? Would you accept a packaging like that? Like AramisCortess said, Tshirts are shipped like that, but not electrical gear worth hundreds of euros. You are complaining about Caseking but this is truely your fault. I even wonder, that the post office accepted this "package".

 

[l0n]

Oh I see what you did there boy...

Come on Dude, don't try to cheat on CK or the shipper... That's not an adequate package and I guess the shipping company or likely their insurance doesn't accepts your way to wrap like 500 Bucks... So they won't pay even for your mistake and so does CK also don't gets around with stuff like that...

 

[Naviceiro]

If the package arrived in poor condition but not have to take notify the carrier of their status and that devuelva.Caseking has done wrong in the return process . The contract I have with the transport company shipping conditions are agreed . You caseking have to look at the product not the package.

 

[Ogel]

Would you accept a package that was delivered this way to your Frontdoor?

 

[Process]

Which date has the bill? And btw, your packaging was not a smart move.

 

[Naviceiro]

If I get me a pack of a product under warranty , I do not pick the package and the package status notify the shipping company . The packaging would not be the best but I did not find the package box (never needed) , and I do not work in companies like Caseking to know where you buy them. If the shipping company believes that the package is not sent in good condition, they should refuse to perform safe or not accept the shipment. I still consider that the companies did not perform a professional job because the minimum is to inform the customer of the way it has to proceed.

 

[CasekingMike]

Dear Naviceiro,

as you can clearly see on our photos, the package looks pretty battered and what you deemed "adequate packing" was in truth quite the opposite, no matter how many pointless warning stickers you attached to it. While it is true that you cannot be forced to keep the original box of a consumer product in the EU, this of course doesn't imply you can just ship it across the continent without any box at all, especially not when it comes to sensitive electronics. You actually just crammed the screen into bubble wrap along with some soft brown wrapping paper around it while totally forgetting about any kind of external packaging. This means you left a fragile technical product like a PC monitor fully exposed to any amount of force, shock or pressure it's guaranteed to have to endure during international transportation. It is utterly baffling to us, how you could even assume that anyone would accept something as this. And with all due respect, Spain is definitely no underdeveloped third world country, so I'm very sure that it cannot be so complicated to purchase a proper cardboard box for transportation somewhere.

Let me quote from our warranty page's section on "How to return an item", which you fully ignored:

Please bear in mind that the outer packaging of the product itself is insufficient for being used as sole shipping packaging (with the exception of some PC cases), since it does not provide adequate protection for transport. Improperly boxed and padded wares will be shipped back at the sender’s expense. Such return claims cannot be processed any longer and products declared as faulty will be exempt from replacement or refunding, as they have most likely been damaged due to the unprotected shipping. In an event like this, the product warranty is always voided and any rights to claims are forfeit.

→ https://www.caseking.de/en/warranty?__shop=2

Just read this carefully! Even outer original packaging alone is usually not considered sufficient and you decided to practically forgo boxes entirely.

Another quote directly on the RMA form page:

Dispatch your return well boxed and padded as an insured parcel at all times, for insurance reasons preferably with online tracking and never use mail envelopes.

→ https://www.caseking.de/Claims-form?__shop=2

And yet you somehow decided to create a mail envelope for a full-fledged computer monitor by yourself.

In other words, we are completely disappointed with the way you thought fit to "package" your return and bombarding us with 1-star reviews on every platform you can find (like you already did on Facebook) certainly won't help you in this matter.

Regarding insurance:

Since you are the sole contractual partner of the Spanish shipping company you chose, you alone are able to file a damage report with them, but I heavily doubt that they will settle anything in this case.

For the future, I can only strongly recommend you adhere to this guide on how to pack electronics from DHL, specifically showing the box-in-box method for fragile products like computer screens:

PACKING GUIDE FOR ELECTRONIC GOODS

Kind Regards,
Mike

 

[LuXxATIDIA]

This package is doomed...

 

[Naviceiro]

I perfectly understand your explanation as to packaging and package accept that it was not the best and their conditions but what bothers me is how to proceed:
1. The European consumer law says it must be the seller who collect the product and forced me to send it.
2. I did not find any stores that sell boxes, do not say that in Spain not only sell boxes that most people do not know where to buy them.
3. The shipping company did not give me information (I understood that the shipment would be made very carefully and asked insurance) The stickers put the shipping company.
4. If the shipment arrived in poor condition, you should inform the courier or not pick it up, and in any case take pictures of the package and of a product (which was not the case) explaining where it was damaged. This is to process the insurance company shipping.
5. If you tell me there is mechanical damage, should open the package.
6. They sent back the product did not check the current direction of my profile, also they looked at the return address and Caseking notified by phone and by email the new address. the package is currently lost.
7. I received no response to emails sent to try to get you need to arrange insurance with the shipping company.

 

[Frozen Plasma]

In games players would say: "LOL Noob - fail!"

 

[Alashondra]

He doesn't get it.

CK explained to you why they did NOT accept your package and why you voided your warranty. They are not in charge when it comes to proving your packaging was bad! Why didn't you ask them in advance? Let me guess - you have not even read the rules for shipping prior to this case, did you? It is clearly your fault and CK did everything right. You are hilarious in the way you act. Sorry for the money you lost on this one but as I said -> all your fault!

Any insurance that will pay for this package must be dumb. It is so obvious that the insides will get damaged ...

 

[JanV]

Um die Sache klarer zu gestalten, hätte CK das "Paket" aber eigentlich auch nicht annehmen sollen. Nur CK bekommt am Tag sicher nicht nur eins, das Ding war mit Sicherheit auf ner Palette irgendwo mitten drin, sodass nicht jedes Paket vor der Annahme angesehen wurde. Sonst hätte es hier keine Diskussion gegeben denke ich. Mit der Annahme einer Sendung quittiert man aber leider auch, dass sie unbeschadet ankam, oder sehe ich das falsch?

Und übrigens: Ich stehe voll hinter CK, lustig, auf was für Ideen manche Menschen so kommen

 

[free-server]

Vielleicht auch nur ein Troll....

 

[NasaGTR]

Die Formulierung von Mike das erdennoch irgendwie auf die Idee kam selbst einen Briefumschlag für den Monitor zu basteln war wunderschön

 

[CasekingMike]

1. The European consumer law says it must be the seller who collect the product and forced me to send it.

The EU consumer law in its current form only mandates that we refund your shipping costs in case of a valid claim, which we would've done, if it had been a valid claim. Just imagine how online shopping would look like if vendors had to "collect" shipments from their customers all over Europe by themselves. It is, of course, deemed legally acceptable for a customer to dispatch to be returned products on their own.

2. I did not find any stores that sell boxes, do not say that in Spain not only sell boxes that most people do not know where to buy them.

I am unable to fully comprehend the sentence, but whether you "did not find" any stores that sell cardboard boxes is, firstly, of no relevance to us at all and, secondly, it's actually hard to even believe that you are totally unable to procure some box in Spain - a first world Western European country. Besides, it doesn't change the fact that proper packaging fell within your responsibility and excuses in this case simply don't matter in a legal sense.

3. The shipping company did not give me information (I understood that the shipment would be made very carefully and asked insurance) The stickers put the shipping company.

I am unfamiliar with the particular shipping company you chose, but I am certain that they have general guidelines in place like every company in this field that you automatically consent to when using their services. This is why I don't think that they have to state the obvious to each individual customer. You have to gather information about how to package something fragile yourself and I'm sure such information won't be too hard to come by, if you look at their website properly (or simply ask). And apart from all this, common sense alone should have told you already... Of course some dude in the post office won't object if you hand him some package, because he doesn't know what's inside and he most assuredly doesn't even care. If you can prove they gave you false information, then you might be lucky.

4. If the shipment arrived in poor condition, you should inform the courier or not pick it up, and in any case take pictures of the package and of a product (which was not the case) explaining where it was damaged. This is to process the insurance company shipping.

This is not how modern logistics work. No one is going to "pick it up" and there is no "courier". We are receiving hundreds of packages on standardised Euro pallets daily that are being delivered automatically to our primary European warehouse in Berlin and processed there manually afterwards piece by piece. We took pictures for you and then sent it back.

To report an insurance claim you alone can contact your shipping company, because you are their contract partner and therefore only you have the authority to do so. This is the reason we're not responding to your requests via e-mail to initiate an insurance claim. We are also not obligated to assess any damages. Our only concern is the immediately evident improper packaging and the thus proven resulting impossibility to discern between alleged faults you claimed to have existed before shipping and those eventuated by carelessness during shipping, which isn't covered by any warranty and, to be exact, voids any warranty completely.

5. If you tell me there is mechanical damage, should open the package.

On the contrary, we are not so much as touching returns that arrive in such a condition, because otherwise we could be held accountable and would immediately assume liability.

Kind Regards,
Mike

 

[Naviceiro]

I understand your explanation, I apologize for my anger, I was upset about not understand their point of view and not receive any explanation.
I'd just like to know one more thing, who have to speak to find the package back, as I said in point 6 I did not receive the return package.

 

[CasekingMike]

Hi Naviceiro,

yes we've initially sent it to the wrong (original) address but informed the shipping company GLS about the correct address in time. Yet it seems they screwed up and returned the package to us, so we're now going to send it out again to the correct address and all you have to do is wait.

Kind Regards,
Mike

 

[Naviceiro]

I have not received the package yet.

 

[CasekingMike]

I'll send you a tracking link via PM. Sorry for the delay, but international shipping usually takes a while and we had to send it out again.

Kind Regards,
Mike