So it's been a rough several weeks dealing with the claim process for my damaged kiln. It was delivered to me and it wasn't until we attempted to set it up that the really bad damage became apparent. It was unusable. The base was so terribly bent, it couldn't sit properly on the floor. There was also a huge gouge in the side of the kiln. I was a very sad glass girl. I opened a claim with the freight company on my end and promptly got in touch with Dave at Anything In Stained Glass (where I purchased my kiln), and he promptly got in touch with Olympic (kiln manufacturer). Olympic also opened a claim with the freight company on their end and immediately started building me a new kiln. The manufacturing usually takes about 3 weeks depending on other existing orders, but through their awesomeness, they fast-tracked it and they were able to ship my new kiln and base yesterday!
But what about the damaged kiln? The freight company denied my claim because they thought I was claiming too much. I only claimed the cost of the kiln and the shipping. I guess Olympic is having more success with them because last Friday a truck showed up to pick up my damaged kiln. Great, right? No. No one called me to tell me they were coming, so the kiln wasn't ready for pickup. The driver was nice and said they'd be back next week and I stressed to him that if no one calls me, the kiln won't be ready and I can't guarantee anyone will be here to receive him. Fast forward through the weekend, and now it's Monday. I took initiative and called the freight company on Monday because they've proven to be completely incompetent in several areas, and yes indeed ... they were coming to get the kiln that day. Their dispatch didn't call me. Again. Thankfully because I have a functioning brain, a wonderful boyfriend, and a generous brother, we were able to get the kiln packed up and strapped to the pallet before the driver arrived to pick it up. I told the driver when he arrived that no one called to let me know he was coming. He was astonished that dispatch hadn't called me. He said he told them several times that they had to call me - I believe him. I'm starting to think that the driver (same guy each time so far) and the girl who answers the phone at their main office are the only two competent people working for this company.
So what happens next? My kiln is about to hit their hub in Fredericksburg, VA. From there, it'll come to me. I'm assuming this will happen today because it should be in Fredericksburg within the hour and I haven't received a call from the freight company. Not getting a call from them seems more of an indicator that they'll be there than they won't. I can't wait to get this baby set up and show you all. Hopefully this time they will have managed to not destroy expensive equipment again. We'll see!
Stay tuned for the resolution. I'll be sharing the freight company's name, showing all the gory photos of the damaged kiln, and sharing photos of the new one and just how much it can hold!
But what about the damaged kiln? The freight company denied my claim because they thought I was claiming too much. I only claimed the cost of the kiln and the shipping. I guess Olympic is having more success with them because last Friday a truck showed up to pick up my damaged kiln. Great, right? No. No one called me to tell me they were coming, so the kiln wasn't ready for pickup. The driver was nice and said they'd be back next week and I stressed to him that if no one calls me, the kiln won't be ready and I can't guarantee anyone will be here to receive him. Fast forward through the weekend, and now it's Monday. I took initiative and called the freight company on Monday because they've proven to be completely incompetent in several areas, and yes indeed ... they were coming to get the kiln that day. Their dispatch didn't call me. Again. Thankfully because I have a functioning brain, a wonderful boyfriend, and a generous brother, we were able to get the kiln packed up and strapped to the pallet before the driver arrived to pick it up. I told the driver when he arrived that no one called to let me know he was coming. He was astonished that dispatch hadn't called me. He said he told them several times that they had to call me - I believe him. I'm starting to think that the driver (same guy each time so far) and the girl who answers the phone at their main office are the only two competent people working for this company.
So what happens next? My kiln is about to hit their hub in Fredericksburg, VA. From there, it'll come to me. I'm assuming this will happen today because it should be in Fredericksburg within the hour and I haven't received a call from the freight company. Not getting a call from them seems more of an indicator that they'll be there than they won't. I can't wait to get this baby set up and show you all. Hopefully this time they will have managed to not destroy expensive equipment again. We'll see!
Stay tuned for the resolution. I'll be sharing the freight company's name, showing all the gory photos of the damaged kiln, and sharing photos of the new one and just how much it can hold!
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