Dear Ms. Chloe Fung,
We appreciate your comments. Please note that we had discussed your case many times with our management and agree that your speakers were probably damaged during transportation, however we could not identify exactly if it was damaged during packing, customs clearance , during handing by the port authorities, as you know there are multiply parties handling a shipment (custom clearance, port supervisors and unloading team… ), this is why we always recommend our clients to purchase an insurance with us or with any institution of their choice.
By signing the insurance document you acknowledged at the same time that YOU HAVE READ AND AGREED WITH THEIR TERMS AND CONDITIONS and we have checked all is explained in it ( admin fees, etc…) .
You will understand that we can not be responsible for a contract signed between YOU and a THIRD PARTY company or why not making us responsible for any other contract you sign.
We are assisting you to provide any information required (pictures, documents etc.) by the insurance, the amount of the compensation is something which has to be discussed between you and the insurance you have subscribed.
Thank you for your understanding.
Dear Mr. Ting,
Thank you for your feedback, regarding the point you raised , please allow us to remind you that you have purchased a Groupage shipment (shared container) and to keep prices economical for you, we will dispatch the shared container once enough freight has been consolidated approximately in mid November.
We are surprised by our packing crew rating of 6.8 as in your email to your move coordinator you have praised our packing crew and described the packing as “very fast and smooth”
Please do not hesitate to contact for further information.
Thank you for your feedback,.
I have investigated your case, and it seems that no shipping insurance was purchased on your side which reduced considerably our pool of solution.
You need to understand that shipping goods between Seattle and HK is above our budget and we have few departure to this destination which makes the most cost efficient solution ( groupage ) difficult to put in place.
In regards of the damage to your cabinet, please be aware that it has been brought to your attention on the packing day.
I have a copy of the packing list signed by you mentioning on the cabinet line:” Cabinet” - “Cracked” and a picture of the card box used to pack your cabinet and you can clearly read: “CRACKED” on it.
It seems that you and the destination agent had 2 ways to be aware of this damage so we have not tried to hide it from anyone.
On the other hand, I have investigated the reason why our crew tried to fix your cabinet , they just tried to do good and make sure that the “crack” will not increase during the shipment, fair solution but following this case , we have ask our team to flag to their move coordinator any “damaged items” which won’t support to be shipped instead of trying to fix them.
I hope this will answer your concern, JS4