Kit arrived late, and damaged, what to expect now?

DenK

Active member
This is just about distributions sites and stuff being in the back of a semi-truck. I'm IN Indiana. I have stuff go from Ohio to Chicago, and THEN to me. It's kinda silly. But I get it I guess.

As far as your damaged drum, I would guess SW might give you the option, of returning/exchanging THE KIT, for A KIT. Or, waiting on a single drum from the manufacturer like someone above mentioned.

FedEx this time of year----they're throwing stuff around like idiots, some of 'em.
I do not think I will be okay waiting on a replacement from Tama, I hear nothing but long wait times 3-9 months in most cases.
This may be enough to make me reconsider DW drums if this is the case. They have every Bass and Tom available in almost every color.
 

GruntersDad

Administrator - Mayor
Staff member
Contact Sweetwater and file a claim with Fed Ex. Sweetwater as the shipper, may file the claim. Leave no stone unturned. Fed Ex may want to come and look. Done throw away any boxes or packing. The problem with drums are they are fragile and yet light weight and get tossed around or stacked upon.
 

Lugwid 26

New member
im pretty sure it was Sweetwater i ordered a Pacific kit from years ago, and the snare drum was cracked like that, i just wanted a new snare, but they sent me a whole other kit, and told me to take the snare out of it, and send the kit back with the broken snare in it....so i did....
when i got my credit card bill, the only charge on there was shipping!!!!
So i called them, and said hey, you didnt charge me for the kit....they said dont worry about it....
and i offered AGAIN to pay them for it, cos i loved the drums....accidents happen....they fixed it, and i didnt have to tear them down and re pack the whole thing...they said no, dont woprry about it, all good...
so i got the whole drum kit for $35, except cymbals...
my daughter learned to play on that kit....it was great.
 

toonamike

Member
I can also vouch for Sweetwater. I ordered a Ludwig jazz festival snare. It arrived in a Sweetwater box, not a Ludwig box. It lacked all of the packing material normally used by Ludwig. I emailed my sales engineer. He had a replacement jazz festival to me in two days. He even had the shipping department verify that it was in the correct box.

Don't worry at all. Sweetwater will make everything right.
 

PorkPieGuy

Platinum Member
I would pull off all of the heads on every drum and inspect them with a magnifying glass if you haven't done so already.

I re-read everything, and I don't think you mentioned whether or not the box was damaged. Were there any signs of damage to the box?
 

DenK

Active member
I would pull off all of the heads on every drum and inspect them with a magnifying glass if you haven't done so already.

I re-read everything, and I don't think you mentioned whether or not the box was damaged. Were there any signs of damage to the box?
Box was not banged up.
 

Mustion

Senior Member
I have not heard back from Sweetwater yet.
Don't worry, you will--as others have stated, their customer service is pretty thorough. I mean, they call me to follow up when I make a <$10 purchase, so I expect they will reach out to you. Depending on how much information you gave them, they may want to gather all their details before they contact you, as opposed to contacting you, figuring out the situation, then having to contact you again before taking action.

Seriously, they're on top of it with customer service. To the point where I find it a touch overbearing, but that's just me and it's comforting to know they're on it.
 
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Rattlin' Bones

Gold Member
Yes as long as they insured it, and Sweetwater can prove that item was 1. properly packed to avoid damage, and 2. damage was actually done by FedEx during shipping.

As an example, if the drum was just in a cardboard box with no protection, then I’m not surprised that it was damaged, and FedEx is probably not gonna pay an insurance claim. But that doesn't preclude SW from taking care of you and replacing the defective item. The rest is between SW and FedEx, or SW and distributor or manufacturer if item was drop shipped, which means SW never had item in inventory and distributor or manufacturers ships to you from their facility. So SW never actually handles the physical package. It will still be SW that arranges the replacement.


I was told that Fedex reimburses Sweetwater for damages deliveries.
 

DenK

Active member
The service department at SW is checking into this. As much of a pain as it would be to pack the entire kit back up, I will return the entire kit before waiting months for a replacement tom. This is my slow time so the time of year I get to enjoy me-time.
 

Ktbartsc

Member
I was notified by SW that Tama will be shipping me a new Tom on 1/6...so the wait should not be too bad at all. Hopefully the fine people at Tama decide to put a little padding around the drum this time and not just throw it in a flimsy cardboard box.
 
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