Microsoft Sues DHL Over Trainload Of Dropped Xboxes
from the big-or-small,-they'll-break-them-all dept
Over the years, I've certainly had my fair share of bad experiences with both UPS and FedEx, but for me, personally, no delivery company has been worse on a regular basis than DHL. Almost every time I've had to deal with the company the experience has been somewhere between bad and ridiculous -- and I've heard similar stories from friends as well, from undelivered packages, to crushed packages -- even to a story of a phone shipped via DHL that arrived with the box torn open and the phone missing. It appears that we individuals aren't alone in our annoyances with DHL. Microsoft is now suing the company for how it dealt with a shipment of Xboxes that were on a train that derailed. Consider this a scaled up version of the old "crushed box" delivery that you or I might be used to. Apparently, the train had six containers full of Xboxes that were damaged -- with DHL refusing to pay for the damages or missing Xboxes that didn't make the rest of the journey.Thank you for reading this Techdirt post. With so many things competing for everyone’s attention these days, we really appreciate you giving us your time. We work hard every day to put quality content out there for our community.
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Filed Under: delivery, lawsuits, xbox
Companies: dhl, microsoft
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Yup, same happened to me...
Seems that throwing packages out of vehicles is standard DHL policy....
Chris.
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Re:
I had to return a laptop for a warranty repair and for whatever reason the company insisted on DHL. I called them to tell them my package was ready but that I was heading out in 15 minutes so they'd have to schedule it for a few hours later that day. TWO minutes later I hear a ring at the door. It's the DHL guy; he was in the area and somehow they had efficiently gotten the info to him and he busted his ass to come pick it up rather than waste time coming to pick it up later in the day.
Like I said, that has never been beaten and I don't know how they pulled it off but it was a very real experience.
Again, most of my experiences with them are horrible so this is not just someone shilling for the company....
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Re:
DHL didn't cause the trainwreck, but they must pay out on the insured claim! Sock it to 'em Microsoft!!
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You get what you pay for
It was Microsoft that made an exclusive deal with DHL for distribution of all thier refurbed xboxs . . . thier customers have been sufforing from that decision for around 3 years now.
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Re: You get what you pay for
I had an xbox issue a year and a half ago.
microsoft had me send it and sent it back via UPS.
if that has changed it is far more recent
than three years ago. I had that ring of doom, but microsoft fixed it quickly and got it back to me with a one month free subscription (which I still haven't bothered to use...)
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Re: Re: You get what you pay for
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Re: You get what you pay for
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Re: You get what you pay for
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Re: You get what you pay for
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Also, the drivers seem like they came straight from the local work release program.
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A small lession on liability...
Microsoft wants DHL to cover the expense as they had purchased insurance on the cargo... and that's simply not how things work. It's just like when you buy something on eBay but skimp on the shipping insurance. Your ceramic kitty cat arrives as a fine powder because of poor shipping or packing and you're SOL because you assumed the risk yourself.
If DHL was shown to be negligent in some way then Microsoft could have a case... but if the train derailment was a true accident then I don't think the big M has a leg to stand on. That said, DHL will probably just settle out of court to make the problem go away.
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Re: A small lession on liability...
If the boxes were banged up, then the units could have been repackaged and sold as refurbished units. They can't do that if they never see them again.
How does M$ (who I also have a loathing for) go to their insurance company for a claim if DHL employees stole the goods?
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Re: Re: A small lession on liability...
I'm not saying DHL is in the right here, nor am I defending their business. I'm simply pointing out that under the rules of limited liability, Microsoft can't sue them for nearly as much as you'd think.
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Re: A small lession on liability...
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Re: Re: A small lession on liability...
Believe me, I was as surprised by this as you are now when I was informed of how the industry works.
In summary, if a shipper can be held liable for the full shipment value (manufactured or sale price), the profit margin would be overshadowed by the risk involved, and either a) the shipper would refuse to move expensive goods or b) shippers would up the price based on the value of their contents and make shipping such things cost prohibitive.
Shipping costs are based on weight and/or volume... not the value of the thing you're moving. So as a shipper, you get the same amount of money for moving produce as expensive cars and plasma TVs (of similar weight and volume).
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Re: Re: Re: A small lession on liability...
Please stop me before I keep going on. It's giving me nightmares. Transportation is a terrible field to be in. It's all about the pennies.
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Re: Re: Re: Re: A small lession on liability...
And actually you said it yourself... you worked in freight claims. That sounds like insurance to me. Think about it real quick though. If you as a ship from party were guaranteed delivery or the money for the lost goods... why would there even BE freight insurance? I mean, you acknowledge that freight insurance exists, right? If the logistics provider or shipper were held accountable for the value of the manufactured goods, why would these insurance companies even exist? In this case Microsoft could just rely on liability.
You worked on the transportation business, right? So you've probably at least heard of Incoterms: http://en.wikipedia.org/wiki/Incoterm
CIF and CIP both designate who's responsible for paying freight insurance. Why would these designations exist if liability covered the loss?
Also you've responded twice but with nothing to say against the point I made in the first paragraph and restated in my response about profit margin vs risk.
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Re: Re: Re: Re: Re: A small lession on liability...
No, I had NOTHING to do with insurance, I did the dirty work for my clients to get money from carriers that they were owed.
International shipping is yet a whole other game. As I had stated. You've probally at least heard of CZAR.
As Microsoft's lawsuit is invoking the Interstate Commerce Act, I would think that Internatonal shipping standards to not apply.
As per the FedEx Website (because DHL's stinks, and only list terms for small parcel, which is a different situation again): "What documentation is needed to file a FedEx Freight claim?
A FedEx Freight claim must be presented with a statement describing the goods lost or damaged and how the amount of the claim was determined. This statement should be supported with a copy of the bill of lading or FedEx freight bill, a copy of an inspection report if one was performed, and a copy of the vendor's original invoice or other document to establish the value of the goods."
In this case 'Original Invoice' is how much the consignee paid for the goods. That's how interstate shipping works.
And again, as Microsoft is invoking interstate shipping laws, unless this is an incorrect application of interstate shipping laws, the value that they should be reimbursed is the full sold price of the goods.
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Re: Re: Re: Re: Re: Re: A small lession on liability...
Steven, who posted on the Re: Re: Re: Re: level was able to track down the shipping regulation stuff I was referring to. He also does make a concession worth noting though... things could be different for rail. I doubt it too, but I'm not 100% there.
I more or less addressed these points in my third comment a couple more posts down from the one you responded to (Re: Re: Re: Re: level :P). It's all down to what sort of agreement they had set up.
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Re: Re: Re: Re: Re: Re: Re: A small lession on liability...
Because you are not familiar with interstate freight transportation.
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Re: Re: Re: Re: A small lession on liability...
Liability is structured in CSU's or Customer Shipping Units. A CSU is the smallest unit being shipped (not the individual box it's usually what is called a 20 foot or 40 foot equivalent unit, basically what would fit in that size container).
COGSA - Carriage of Goods by Sea Act. Liabilit is limited to $500 per CSU. A 40 foot container full of LCD TV's goes overboard you get $500, hope you bought insurance.
COGWA - Carriage of Goods by Water Act. Basically the same thing
HAGUE-VISBY - EU Treaty 666.67 SDR (Special Drawing Right, an IMF contractual currency, welcome to the world of acronyms) which equates to about $500 per CSU.
Warsaw Convention - Carriage of Goods by Air. $20 per kg
Trucking US - $0.50 per lb
Trucking Canada - $2.00 per lb
Trucking EU - 25 Swiss FR per kilo
This is why you (as a company shipping large amounts of stuff) really need to buy insurance.
(The amounts might be a little old and their a bit simplified, but that's basically right)
All this all laid out, along with a whole mess of corner cases and exemptions, in a contract usually called a Bill of Lading, or Air Waybill, or Master Bill, or ....
This is not the same as you sending a sweater to you mom via UPS.
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Re: Re: Re: Re: A small lession on liability...
It really depends on the terms of the agreement and the bill of lading.
Take a peek at this site (simplest I could find) -> http://www.exhibitoronline.com/exhibitormagazine/article.asp?ID=522
Basically if Microsoft paid an extra fee to the carrier and declared the shipment's value, then DHL could be held accountable for the cost (as you said).
If they did not pay the extra fee or did not declare the value, then DHL would be responsible for some set amount per pound that would be significantly lower than the actual value.
This is more or less what I was eluding to when I said "Liability for cargo is surprisingly low and usually done by the container regardless of content." Should have said weight, but 50 cents per pound is about 5 bucks an xbox... a bit lower than their value, I'd say ;)
At any rate, this stuff is ridiculously complicated. Thanks for the discussion though, made my brain bend a bit today ;)
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Re: A small lession on liability...
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Re: Re: A small lesson on liability...
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Re: A small lession on liability...
If I owned a company there would be no way I would let word get out that I wasn't completely trustworthy in my services. If someone gave me a package to deliver for them, you could bet your lifesavings that I would take complete responsibility for that package's contents.
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http://teamtutorials.com
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It must just depend on where you live.
It's FedEX that I have issues with. Many packages arrive a day or so late, with some purposefully held an extra day or two at the depot because "You didn't pay for 2 day service, so we're holding your delivery". I've even had packages opened and rummaged through. I once had a package arrive looking as if FedEx had put it in a giant blender - the box all mangled and cut open. Not to mention that the local FedEx office is staffed by clueless, rude zombies.
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Re: It must just depend on where you live.
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Re: Re: It must just depend on where you live.
DHL is the best over here in Europe.
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Re: It must just depend on where you live.
DHL, however, takes the cake for the worst package handling, although they seem to have gotten slightly better.
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Re: It must just depend on where you live.
As for UPS, we constantly receive boxes with corners crunched, big holes punched in the sides, and some boxes I could have sworn had been routed through the war zone in Iraq first, they were so beat up. If not for the packing materials inside, the goods would be toast. At least the delivery guys are great.
I guess it all depends on the kind of characters they have running things, not necessarily a reflection on the company in general.
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Laptop computer delivery
Never a problem for UPS or Fedex, they never mis-delivered the many packages I got through them. However when I got a new Micron laptop for work that had a price tag of $5,200 on it and a gigantic bright colored sticker that covered half the box that said "do not deliver without a signature", the *moron* DHL driver left it at the wrong address without a signature.
When I called asking where the package was (it was shipped via overnight service) I explained the potential for address confusion they asked *me* to go to the neighbors house and see if the package was there and retrieve it! I told them get the damn thing themselves.
It turned out the neighbors were on vacation and the person watching their house had taken the package in for them. No way to know who it was watching the house so no way to retrieve it. So it sat there, clearly visible in their kitchen window for a week and a half with the big, brightly colored sticker facing out "Do not deliver without a signature"
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coming up next, a story about religion
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Re: coming up next, a story about religion
So what's your beef? Don't you ever order tech supplies or parts? Even if you don't, I am sure there are a lot of people on here that do.
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Re: coming up next, a story about religion
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Re: Re: coming up next, a story about religion
Don't worry...I never called Techdirt a "news" company.
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Re: coming up next, a story about religion
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Microsoft is out of luck here.
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out of business...
They suck anyways... I was getting a package delivered by them and checked the tracking on the website to see when it would arrive. The (1)package had arrived at the local DHL facility on Mon., Tues., and Wed. So for 3 days it just sat there. It was my new bike frame worth about $300, when they finally delivered it, they just left it on my door step in plain sight. I was at work, so I had to call my dad to drive out to my house to pick it up so that it would not get stolen.
I can't wait for them to go under.
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Re: out of business...
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Microsoft did pay insurance
I think the damning evidence against DHL is the fact some Xbox's mysteriously went "missing". If they had delivered every product even if some were damaged their insurance claim might have held. DHL completely neglected to try and recover all the items from the shipment and then also refused reimbursement for any missing item. According to DHL's own numbers they are financially in BIG trouble and about to cut 1500 jobs. If you think it is a coincidence they are refusing to pay Microsoft AND having money trouble you are naive.
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Re: Microsoft did pay insurance
[citation needed]
That'd change the case (and the article) an awful lot. Actually... had Microsoft bought insurance on this then there wouldn't be an article at all. The train crashes, the insurance company pays out (or gets into a fight with Microsoft) and MAYBE there's a fight between DHL and the insurance company. With insurance in the picture there is no suit between Microsoft and DHL.
The fact that Microsoft is suing contradicts your statement.
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Re: Re: Microsoft did pay insurance
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Re: Re: Re: Microsoft did pay insurance
Honestly though, if this was an insurance suit I think it would have been mentioned in the article. The article made it sound like this is based on the damaged goods (so liability) not an insurance claim.
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Re: Re: Re: Re: Microsoft did pay insurance
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Re: Re: Re: Re: Re: Microsoft did pay insurance
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DHL loop of Hell!!
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DHL is Horrible
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DHL
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Re:
UPS, my overnight things I paid to be shipped overnight tend to be delivered in 2-3 days. But they show up (I've worked local sort here for them, I know they're understaffed and underequpped in my area).
DHL... We use them strictly for Ground shipments and only because they were the cheapest. Everything we send ground in the NW arrives the next day, even boonville locations.
DHL is the bane of domestic shipping and overnight commercial shipping though. Dell uses them for all their shipping because they have an airstrip right by their warehouse. We consistently have packages arrive late that were supposed to be Next Business Day.
Needless to say we spend a lot of time pointing at our SLA.
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Re: coming up next, a story about religion
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Odd
Here's the complaint (PDF) and Exhibit A (PDF again), but that doesn't clear up much.
I feel like we're missing some crucial part of the story. Minor derailments happen from time to time, and mature, established companies like Microsoft, DHL, the railroad, and their various insurers should have standard, watertight agreements about who pays what to whom under these circumstances.
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DHL is worst by far but others aren't always so hot.
However my worst experience was with a UPS delivery of(I'm about to date myself here) prototype/pre-release Atari ST's. I worked at Scott Adam's Adventure International and the software developers had been waiting for this shipment. We were all outside watching as the driver began to THROW the boxes out of the back of his truck to the ground. Two were on the ground before we could even comprehend the travesty and a third was on its way as we all started yelling at him. This moron had thrown boxes of monitors and computers to the ground without a thought in his head. Feel free to imagine the damage...
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Avoid them if you can, but I'm not so lucky...
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only one question here
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Good Fact Checking
FTA:
According to VG Chartz, which aims "to provide the most accurate, up to date and comprehensive videogame sell-through charts in the world," the leading video game console worldwide as of October 4 was the Sony PS3, with 388,472 sold, and the Xbox X360 a poor second with 30,624 sold.
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Re: Good Fact Checking
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DHL are crooks
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DHL: consistently substandard service
DHL company policy is that if no one is there, to leave a note on the door and retry the next day. So I always taped a note to my door saying "if no one is here, leave package at office and leave note on the door." In addition, my shipping labels said the same thing.
DHL would NEVER leave a note of any kind on the door. Each time, I complained to corporate and to the local Denver DHL office. I even got followup call-backs from corporate and the regional manager saying they would fix their problem.
One time, I stopped by the office on routine business, and checked the back room - to my surprise my emergency replacement monitor had been sitting there for 4 days. DHL never notified me.
Another time, the driver misdelivered the monitor to the wrong address. Because I had just complained to the regional office, the driver called me up and personally apologized and said he would deliver the package that afternoon.
I was absolutely floored to find that after two days, the package still was not delivered. No note, no call, no nothing. And I was here during delivery hours during those days. So I checked in the office and... DHL had simply placed the package in the back room.
Why was there never a note on the door? Because the DHL driver never, ever, went to the door! He cut corners by bulk-dropping packages in the main office, contrary to company policy, notwithstanding complaints.
DHL NEVER fixed their problem and never improved their service.
Friends do not let friends ship via DHL.
I also complained to Dell. By the way, when you order from Dell, you have the option of electing UPS shipment. They don't tell you this, so be sure to specify UPS. I have never had any problems at all with UPS and will only use UPS (and Fedex) for company shipments.
Fred
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DHL
All freight companies have issues--and I have heard many stories of the other bigs ones as well.
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Si Bulbul
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Train
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