Postby munga » Wed Jul 16, 2014 10:43 pm

Hi Shannon,

The carrier has checked this consignment and has found your declared dimensions/weight to be incorrect.

SSD000316935

Correct dimensions are:

12kg 140 x 28 x 77cm

Correct charge: $160.38

Original charge: $142.06

Difference to pay: $18.32

The total additional amount to pay for this booking is $18.32 (inclusive Fuel Levy, GST). Payment must be made within 7 days to avoid interest charges. There is also a $15 Admin Fee (as per the notification on our Booking Page); the Admin Fee will be dismissed if payment is made within 48 hours. Can you please ensure future bookings have the correct details otherwise we will need to apply the $15 Admin Fee in future.

I will send you another email shortly explaining how to pay the difference.

--

Chris Madden

Director

Smartsend

Hi Chris,

Can you send me evidence that the consignment is oversized? It was a standard rectangular cardboard bike box. Pretty hard to stuff up measuring it, one would think.

Thanks,

Shannon.

Hi Chris,

I still have the bike box, in fact. Unless there's some atmospheric vortex in your carrier's vehicle that causes rapid expansion and contraction of cardboard boxes, I suggest that your carrier (or somebody along your chain) has made a mistake.

I trust that this matter will be resolved with the attached photos.

Kind Regards,

Shannon.

PS: you guys seem to have a(n online) reputation for this kind of caper. Perhaps get your tape measures calibrated.

Hi Shannon,

All equipment used by our carriers for the capture of weight and dimensions is certified equipment. This means that the equipment has been approved for use for trade by the National Measurement Institute (Australian Government agency). All CWC equipment is covered by avalid Certificate of Approval and is stamped accordingly. In addition to the equipment being certified, it is a legal requirement that it be re-calibrated and re-certified on a regular basis. The calibration and certification activities are conducted by selected suppliers, who are accredited for the work.

As the carrier has check weighed and cubed your freight on receipt at theirdepot and charged you accordingly, Smart Send requires further information as to the product/s being sent. If you believe the recorded details are incorrect, please supply one of the following items for further investigation:

Purchase order (showing weights and dimensions)

Copy of a catalogue page

Website that shows the product/s being sent

A consignment note number of identical freight previously shipped through Smart Send by this same carrier and charged correctly

Or

3 Photographs of the freight against a measuring tool (e.g. tape measure) with one photo clearly showing the Smart Send consignment-label



All of the above will need to be accompanied with a description of how the freight was packed (e.g on a pallet, wooden crate orsatchel).

On receipt of the above information we will be able to discuss this further with the carrier.

Thanks Shannon. We’ll discuss this further with the carrier and we have waived the additional charges.

Regards,

Steven Visic

Smart Send

Hi Steven,

No, thank you!

Your apology has been graciously accepted, and your service standards have been noted.

I will tell all and sundry of my unique experience with your business.

Kind Regards,

Shannon.

Lol. Hey Shannon. Nice try ay? Considering my measurements were dead on and weight was over estimated this reeks of profiteering. Definitely hit the forums and let everyone know. I could have dropped to e go depot for you to save $$$. Once bitten twice shy.



Cheers



Dave

Hi David,



We have received a valid invoice/notification from TNT Express for this

charge which can be substantiated in a court of law if required. Smart

Send has no reason to dispute our carriers checkweigh/cubing processes as

we have long standing relationships with our carriers. However on rare

occasions their equipment can provide an incorrect reading which seems to

have occurred for this check.



As advised to Shannon we will be discussing this further with TNT.

Hi David,



I believe the discrepancy is with measurement of a cardboard box.



What equipment does your carrier use to measure a cardboard box?

Can you send me information about this procedure?

Do you have a 'Procedure Policy' for measuring cardboard boxes?



Kind Regards,

Shannon.

so.smart send picked up my bike from dave on mon 23 june 2014.bike is delivered to me on fri 27 june.all good. no problems.today (3 weeks later) i get an email:----------------------I kept the bike box, so i went and measured it. even took photos for Chris Madden, the Director of Smartsend.funny, it measures exactly the same as when dave measured it 4 weeks ago.--------------------------------------------now, how many people keep packaging for a week? what about for a month?sneaky buggers.---------------------------------i was cc'ing my partner-in-crime, Dave, in all of this correspondence, as he was the guy who collected the bike, packed the bike, and waited all day for the courier to pick up the bike.--------------------------------------------i posted this on facebook and had several comments that the exact same thing happened to others.let's see how this ends.will they big bad corporate men continue to waste their time?will they actually apologise for trying to pull more money out of me?will they get heavy and make threats?i guess the reason for posting this is twofold.1) if you're using a courier, to measure and photograph when you send or receive your item.if i had have disposed of that bike box, i'd have to cop it sweet and stump up an additional $33.2) have any other customers of Smartsend been unfairly stung with this?