FedEx Frustration (or They Trashed My Bike and Case) -- HAPPY ENDING

Triathlon Forum
1

This is an FYI to all those SlowTwitchers that ship your bikes.

I was in Florida for ten days earlier this month and decided to ship my bike down so I could ride while on vacation. The bike is my brand new Elite Razor and my shipping case was a TriAll3Sports upright hardcase. It took me the better part of 3 1/2 hours to wrap and pack the bike and I don’t think there was a square inch that wasn’t wrapped in foam, bubble wrap and/or heavy towels. Believe me, this is my new bike so I was overly protective in the packing of the bike. Additionally, the exterior of the case was clearly marked “Top”, This side Up", etc. with arrows in several places. And yes, I bought insurance for the bike.

FedEx picks up the bike and it arrives in Fla. as ordered. The case has the usual marks from travel but nothing extraordinary. As I am re-assembling the bike, I noticed that there are two pressure “dimples” on the seat tube above the derailleur hanger and a 1 1/4 inch crack behind the dimples!!! (Beleive me, this damage was not there prior to shipping as the bike has been in my basement waiting for the Connecticut weather to improve). I immediatly call Elite and they tell me that the amount of force that it took to do that to the aluminum must have been severe and acute and likely the result of FedEx laying the case on it’s side and then heaving stuff onto it. (So much for the arrows pointing up!!!).

If I had to guess, the impact to the seat tube likely came from a wheelhub coming into contact with the tube. In case you are unfamiliar with this case, you put the frame in vertically and then place a wheel in on each side and secure them to the frame. Although they shouldn’t move much, I am sure that the FedEx handlers don’t really “handle with care” and that some movement occurs no matter how tightly they are secured. And yes, the hubs had packing material around them to protect against just this situtation.

Pretty bad, huh? Wait, it’s gets even better.

My bike was deliverd to my home last night but I didn’t get home from work until late so I didn’t inspect the case until this morning. As I removed the top half of the case, I noticed that the metal frame that supports the middle of the case was pushed in about 3/4 of an inch. Additionally, the case itself had been cracked and the crack ran down the side and under the bottom of the case for about 14 inches!!! Now, I certainly don’t expect the handlers to handle the package the way I would, but from the looks of the case it would appear they took sledge hammers to it!!! Honestly, it’s unbelievable. Fortunately, no further damage was done to the bike since the crack is located between the fork blades and the bottom bracket.

So here’s where things stand:

  1. Since the frame is aluminum, it cannot be repaired and must be replaced.

  2. My case, although not destroyed, has lost it’s integrity and is largely useless.

  3. FedEx sent an inspector to look at the damage to the frame and report to them. You can imagine how much comfort I take from this when the guy looked at the bike and informed me that he has just bought his son a new bike at Wal-Mart and that “he had never seen a bike like this before; what are those long bars sticking out in the front?”. I think the fact that the aluminum frame was cracked thereby rendering it useless was lost on him. I have a feeling he was thinking “just Bondo it”.

  4. FedEx is sending an inspector out to look at the damaged case. I am more optimistic with this since it doesn’t take a cyclist to see that the case is smashed in.

  5. POSITIVE NOTE: Sports Express (the shipping arranger) and Elite have been unbeliveably cooperative and understanding with this. The people at Sports Express understand that even a small crack in a race frame is a big deal and they have said they will do all they can to help me get my money from FedEx. Also, Dave and his team at Elite have been super-responsive to my inquiries and have pledged to get me a new frame ASAP. This is why it pays to go with a frame builder that stands behind its product and doesn’t take its eye off of customer service. I can’t say enough good things about the way Elite has responded.

All in all, I am simply amazed that I was snake-bit on each leg of the trip. People say don’t bother checking the bike as baggage, but I have to think that it goes through a lot less trauma if you do that rather than having it thrown around a FedEx shipping center for two days. Anyway, just needed to vent and seek the empathy of other STers!

2

Unbelievable, it’s as if the world does not want us to have our bikes. Airlines charge exhoirbitant fees to transport them, so we ship, and the shipping company destroys them. I should buy a van and hand deliever fully assembled bikes from my state to where ever the “big race” is that week. I would make a mint.

3

I worked for FedEx for 2 years when I graduated from college. I was a working in the international division, making software to handle the customs requirements…anyways, I got the opportunity to got the to a couple of hubs during my tenure (FedEx use to ask all employs for help during the holidays, since they were so busy). I was amazed at what little care was taken with packages!

I was at the opening of one of the international sites…was there when the first package came down the shoot, well, actually got ripped open by the first shoot. Some of the guys just whipped out the tape and retapped the box.

Well, this was 3 years ago, so could be different now. I have shipped stuff with them before (got a killer employee discount) and still do…most of the time its gets there in one piece.

It was always the big, heavy packages that seemed to have the problems…its hard to make automation that can handle every size package.

I will say that our customer service was awesome. Any time I have a problem with my shipments, they get resolved fast!

-bcreager

4

I feel your pain. I had to have my lawyer contact their general counsel since they said it was my fault they destroyed my frame. (I still have that number and contact name somewhere) After 6months I finally got it settled in my favor, only took 3 days after my attorney rang them.

I had a frame shipped to me, it arrived at a neighbors house b/c the fed ex guy didn’t read the house number correctly. He then proceeded to toss the box over the fence b/c the wrong house had two very big dogs that thougt he looked tasty. The dogs ate, most of the box, half the headset- never did find the spacers and played tug of war w/the fork. Ring fed ex, explain that I found my misdelivered bike, parts were missing and something was broken. They asked if they could come to the house and photo the damage and inspect the bike frame.

The inspector came out, I was not at home my roommate was, took pics. They called later and asked if they could come back out and bring the bike to the home office to be reinspected. I asked when do I get it back was told later tonight or tomorrow before 10am. Well they slapped a shipping label on the frame and overnighted it to TN to be inspected there. Needless to say it was broken in several places which they tried to pin on me for faulty packaging.

5

Okay, you guys are scaring me now. I had planned to ship my bike to IMCDA but now wonder if it wouldn’t be worth the extra $$ to check it in at the airport. Can you check one in using a regular bike shipping box?

6

Wow! I have had 2 similar yet less severe experiences using Sports Express who contracts with FedEx. I agree that Sports Express is great. My first experience prompted me to get the bigger Tri-All case which requires less disassembly. With my second experience with the bigger case, the bike arrived at IMAZ with a slightly bent rear derailleur hanger. When it was sent back (immersed in bubble wrap) the bike was fine but the case took a beating noting that one of the latches for the lock was bent meaning the bike case had to have been on its side with a considerable weight on top of it (despite signs saying “keep upright”). These morons at FedEx are amazing yet I am not certain UPS or the airline is any more careful. I am going to pursue the company (can’t remember name) that will transport your bike assembled to the various IM races. Good Luck.

7

I gave up on entering events that required me to fly there.
There are a lot of great races we can all drive to…so thats my solve.

I’ve had bad luck with all the shippers.

Shit Happens and I don’t handle it well.

Good Luck w/ your bike Chris…Fedex is tough.

fish

8

You probably would make a mint. someone else is doing it:

http://www.wheelsonwheels.com/Ironman/BikeTransport.htm

They’re shipping my bike to IMFL this November.

9

I take mine on the plane with me - whenever I fly out to a race.

The bike is only handled once at each end - not going through multiple hubs and depots - and I have never had a problem with damage.

My old company refused to use Fedex or UPS to ship product because every single shipment resulted in damaged goods - we even customer designed packaging to accomodate their lack of regard - still they found a way to impart gorilla warefare on the goods and still - everything was damaged

10

I’ve been doing triathlons for 20 years now shipped my bike with Fedex at least 50 times in that time frame never had a problem worth mentioning. I have used trico ironcase(clam shell type) which I believe is best suited for shipping. It has no this end up requirement and the plastic is more (not sure of way to put it)pliable or soft so it doesn’t crack. I did have a hard plastic case that over time finally cracked apart but from over use not from a single shipment. The triall3 sports velo cases (which I think have been modified in last few years with the added straps etc from looking at their website) aren’t that good at being tossed on it’s side(this end up ignored) nor handling other boxes on top (which you will get when shipping with any vendor). If you go to fedex web site this url http://www.fedex.com/us/services/shipinfo/packaging/tips.html there are some pdf docs with tips on packageing and labeling. One of them(tips) says fedex does not guarantee proper package alignment based on labels (this end up etc) but says you have better chance if labels are on top of package. Also package under 75 pounds(see document on packaging testing) must withstand 30 inch drop at different orientations but does allow consideration for irregular shape packages in the test.

Only problem I’ve had is maybe wheels broke off case over time or worn out strap. I always unscrew the deraileur and pad it in case and pack clothes and padding around everything to lesson movement. I also put the spacers in between the forks(like skewers) and back wheel mount so any preasure is taken off those points. If you ship with an express shipper then don’t believe the old standup velow case is a good choice. I’ve seen others that have been damaged in shipment. Like I said at least 50 times in last 10 years probably more I’ve shipped my bike with fedex never had a problem.

You might guess yes I work for Fedex(going on 24 years) but I’m a computer geek not a handler so never really worked with the packages but I do software and systems that scan and measure dimensions for the larger packages like bike cases and crates and have spent time watching sorts and imageing packages on the belts for analysis and dimensioning.

gholmes

11

Maybe there is an advantage to using “Sports Express” to ship your bike. If damaged it puts someone else in your corner.

12

I’m writing this with the caveat that I neither own a traveling case nor know anything about them. Given that, would I be wrong to think that everyone would be better off shipping their bikes in less sturdy-looking cases? My sense is that it would reduce the driver’s/shipper’s belief that he/she could stack it on its side without damage (despite stickers to the contrary). It seems counterintuitive, but maybe a soft case would be the safest packaging.

13

Don’t most bike shops receive their new bikes/frames from wither FedEx or UPS in cardboard boxes? It would seem that if there was a high incidence of damage an alternate shipping method would be used. I had planned to put mine in one of those boxes and ship it via a carrier but I see that Southwest only charges $50 so I might check it in.

14

Sorry to hear about your bad luck with the shipping but I’m not at all surprised by Dave G’s willingness to do whatever he can to help you out. As you said, Elite stands behind every frame they sell and every person that is on one of their bike. I hope FedEx doesn’t give you a hard time.

15

Ok folks here you go…
Bike cases are treated as Irregs (Irregulars) along with anything not made out of cardboard and weights greater than 70 lbs or so. Manual inside employees hate to handle these “special handling” type of packages because they can not go over the belts in most all buildings. The typical handle in a Hub/Building goes like this:

  1. Unload - manhandle the irreg out the trailer and “place” on grating for Irreg handler. They will be sharing this “limited” space with other irregs like bucket, metal boxes, and boxes over 70 lbs, like wood boxes. Since bike boxes are the largest they will most likely sit until the end of the night to be handled by the irreg folks. (other irregs most likely “placed” on top.
  2. Irreg driver (load) - most of the time bike boxes are layed down while other irregs are placed on top, to save room for more irregs on the cart
  3. Irreg driver (unload) - same as above
  4. Sweeper - moves irreg to proper load door. However will not get loaded until the end of the night. It is tough to load 600 packages an hour (gross) and get your irreg up and loaded at the same time.
  5. Loader - loads your bike box at the tail of the trailer with the other tough to handle irregs. This is were most of the damages occur. Loads shift and packages fall while the trailer is on the road and/or rail. When I was working in the business we would load a trailer in Phoenix that was destined for Meadowlands NJ and take a picture of it with 3 load bars in it. By the time it arrived in NJ the load was trashed, when it left picture perfect. The tail of the load gets trashed!

If you are shipping across the country your package may stop and go through the above steps 3 to 4 times before delivery.

Pack your bike well and cross your fingers!

Oh yea, arrows and “fragile” markings are not even a consideration for a Hub worker unloading at 1400 an hour or loading 600 an hour.

16

Ironman Holmes knows of which he speaks! I think the original poster shipped the package via ground, rather than air express. I’m a Fedex guy as well as Ironman Holmes. There are two different handling systems. The air system (which we always use for bikes) basically kid gloves the shipment from pickup to delivery. Although there is sometimes slight damage, I would rate it the same chance of damage as with an airline on your flight.

The ground system is much more manual, with more opportunities for damage. Also, it moves in trucks and bumps along for hundreds of miles, in a bulk packed trailer.

I never use ground for a bike. I did have a bike come in on UPS new one time…damaged. UPS manned up and paid the $450 claim.

The key is to declare the value of the bike. The liability limit without a value being declared is $100. I’m in sales and I’ve had to tell a customer countless times how cheap this insurance is…especially if something goes wrong.

Let me know if the claim doesn’t work out. You can email me at mwhughes@fedex.com. I’ll call the claims people and see what the inside story is.

Good luck,

Mark

17

FWIW I have now shipped my bike 4 times with Fed Ex in a SOFT CASE and haven’t had any problems except for some scratches on the frame the last time.

18

Mark:

I am the original poster. I did ship the bike by air on both legs of the trip. I appreciate your offer of assistance and if things get complicated, I may take you up on your offer. Thanks.

The impact to the frame on the way down, although regrettable, is within the realm of possibility since it’s a package that is being handled via truck and plane. The crushed case frame and 14 inch hole are another story that seem, to me, to be the result of extreme handling.

Thanks again for the offer.

Chris

19

I am going to pursue the company (can’t remember name) that will transport your bike assembled to the various IM races. Good Luck.

The company is TriBike Transport. We transport fully assembled bikes to all North American IM races this year. The way it works is you simply have to drop your bike off, fully assembled, at one of our partner LBSs and we will pick it up, load in one of our trucks, and drive it to the race destination. When you get there, you can pick it up, ready to ride, within a block or two of the IM Village. It is NEVER disassembled.

After you finish, the same evening or the next morning, you can give it back to us and forget about it until you get home, where you can pick it back up from the LBS. Our (introductory) rate is currently $175 for the round trip. You can also send an optional bag for gear, such as helmet, shoes, wetsuit, etc. for an additional $20.

We are now taking registration for IMCDA from locations in CA, AZ, TX, GA, AL, CO and FL. We are in the process of adding more partner shops in the North East and Midwest. Registration for later events will be up soon.

For more information, go to www.tribiketransport.com or email me at marc@tribiketransport.com.

20

Good luck with the case, My Triall3 case was destroyed by FEDex as well, big hole in it, major crack, wheel ripped off etc…

Their findings on it? I had not properly packed the case so it was not covered by the additional insurance I had purchased. Basically they were saying if I was using the case as shipping material it was not covered only the contents were. If I wanted the case covered it had to be correctly packaged and since it was not they did not pay anything.

I brought up the point if it was improperly packaged why didn’t the clerk say something rather than just take my money. They said it’s not the clerks place to determine effective packaging. Thats my decision, and the inspectors if something happens.

I switched to a Trico Case and have had no problems since.