FexEx - hand-held computer lost in China

Complaints.com received the following consumer message on December 30, 2002:

From:

RE: FexEx - hand-held computer lost in China

Fed EX Unfairness and Trickery, An unfortunate recent experience with Fed EX China has resulted in measurable lost; one unique hand-held computer was well packaged, in itself, a hard-shelled cardboard box, surrounding cushion, and an outer standard issued Fed EX rugged box. Value: US$960. Fed EX driver employee surveyed the packaged and freight documentation and confirmed validity for both. His council, as an employee, confirmed the special protection that we requested. We learned by telephone several days later of an accident at the Shenzhen Fed EX terminal. The earliest description rung words of ‘crushed,’ ‘accident,’ and repeatedly, ‘sorry.’ A visit to the Shenzhen Fed EX terminal allows us to become familiar with the actual damage of our package and speak with officers of the compound. It was obvious that the corners of the package were intact, not bent or foiled, and no indication of pressing from any direction. The damage of the packaged is isolated to the center, which, as photos reflect as evidence, can have only been caused by a machine. The strength of the machine pressed a hole directly through the center of the box and destroyed the encased computer. Francis Wu, manager of claims department at the South China headquarters in Guangzhou, carefully regarded our case and circumstances as, ‘unique and rare.’ We were engaged in numerous telephone conversations for the purpose of recovering financial reimbursement for the amount claimed as accurate for China Custom clearance. This amount, as spoken by Fed Ex driver employee, reflects the ‘carriage value’ of the package; it become apparent that Fed EX resorted to several illusive tactics and games of terminology to avoid fair compensation. The hinge of the decision weighed upon the term ‘carriage value’ which is not defined on the reverse side of the Airway Bill in Chinese or English – an appropriate and convenient opportunity for Fed EX to avoid responsibility and hide behind vague and double standard terminology. An amount of US$200, twice the amount of normal ‘non valuable’ product claim case, was awarded by Fed EX China. We have been a victim of Fed EX and suffer a lost of US$760 for an acknowledged accident. Terms such as ‘non valuable’ are strongly spoken by case defenders who fail to study evidence of the smashed computer and photographs taken by Fed EX. Fed EX has not exercised reasonable fairness that should be expected from an International corporation. Furthermore, no regards or provisions were accounted as essential to the client – rather, Fed EX officers were quick to assume the least expensive, favorable result and avoid commercial responsibility.