$25.00 for a shipping box!

From TechNation . . . .

Albert Hardy said 2 hours, 19 minutes ago:

AMPRONIX

So, I sent out a display for repair to Ampronix in the original Spacelabs/ELO box with all the correct foam, when I received the repair estimate it included SHIPPING MATERIALS. I decided to call and inquire and was told that I should have told them to save my box to ship my display back in or they throw it away and sell you one of their boxes for $25.

Sorry, but this is utterly ridiculous

 

Followup comment from the company:

Marketing Department replied to the forum topic “Wall of Shame Nomination” in the group “Wall of Shame”:

“This was a repair completed within 2 days and returned to customer on 08-02-13. The customer service representative had communicated with Mr. Hardy with regards of disposing his original box, unless we are instructed prior to servicing the unit, we discard the used / damaged / torn, etc. boxes for recycling. It was explained to him that our standard service process set by ISO standards (ISO9001:2008, ISO 13485:2003 & ESD20.20-2007) is to send the serviced unit back to the customer in a new, double walled, ESD pre-molded foam. This will eliminate any denied shipping claim by the carrier as well. We feel that $25.00 for the white Ampronix box, pre-molded ESD foam, ESD bag to protect the unit & labels is more than reasonable of a fee.

Failure to follow ISO standards will only jeopardize our company’s medical certifications, something that is very difficult to achieve. We also let him know that if he wishes for us to send his units back in the original received boxes; we can accommodate this as we do this for various contracted customers. We had no indication by him that this needed to be escalated further. We are more than willing to waive the $25.00 fee in this instant. An attempt to reach out to this customer is underway.”

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3 Comments

Filed under Cost, Service Dirt

3 responses to “$25.00 for a shipping box!

  1. Sarah J Volkay replied to the forum topic “Wallo of Shame Nomination” in the group “Wall of Shame”:

    “Wow, that’s pretty ballsy. We used to use Ampronix but then found a cheaper, local option and so far great service. We also have used them to source used equipment, check them out: http://www.montechinc.com/

  2. Get the Facts before you judge: Ampronix Response.

    This was a repair completed within 2 days and returned to customer on 08-02-13. The customer service representative had communicated with Mr. Hardy with regards of disposing his original box, Unless we are instructed prior to servicing the unit, we discard the used / damaged / torn, etc. boxes for recycling. It was explained to him that our standard service process set by ISO standards ( ISO9001:2008, ISO 13485:2003 & ESD20.20-2007 ) is to send the serviced unit back to the customer in a new, double walled, ESD pre-molded foam. This will eliminate any denied shipping claim by the carrier as well. We feel that $25.00 for the white Ampronix box, pre-molded ESD foam, ESD bag to protect the unit & labels is more than reasonable of a fee. Failure to follow ISO standards will only jeopardize our companies medical certifications, something that is very difficult to achieve. We also let him know that if he wishes for us to send his units back in the original received boxes, we can accommodate this as we do this for various contracted customers. We had no indication by him that this needed to be escalated further. We are more than willing to waive the $25.00 fee in this instant. Attempts to reach out to this customer is underway.

  3. Marc Carbonneau replied to the forum topic “Wall of Shame Nomination” in the group “Wall of Shame”:

    “Hmmm, who let the marketing guys on here? Funny when you make a public stink about something, they suddenly start waiving fees etc. And no, a 25$ fee is not reasonable, especially considering the prices we pay to get things fixed at companies. Obviously the CSR did not do a good job in this instance.
    Sorry but it still stays on the Wall of Shame I should think. Charging for a box…sheesh.”

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