Well, the generator was dropped off yesterday. And when I say "dropped off" I'm pretty sure it was literally dropped off the back of the truck.
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I knew I was rolling the dice by buying this off Amazon. This is not an uncommon issue based on so of the reviews I read. Most of the damage complaints were for the smaller version of this, the model that I was purchasing sounded like it usually shipped on a pallet. The reason I took the risk was I wanted this particular unit, and they were the only place that could ship immediately while everyone else is back-ordered for an unknown amount of time.
When I unboxed it, my fears were confirmed, it was beat up pretty bad. The lower frame rails are bent, the battery box was bent, and the battery actually had a hole it and had been leaking acid gel for some time.
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You can see how the motor sits at an angle in the frame in this pic:
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I was kind of kicking myself because I knew this might happen. I considered just fixing it because its the generator I want, its sold out everywhere, so I might as well just bend it back and get on with life. After thinking about for a few hours, I eventually decided that I should probably file a claim in case the damage is more than just the bent frame. I contacted the shipping company first because there was a big sheet of paper taped to the top of the box to contact them if there was any issue with damage. So I filled out their online form and waited a few more hours. Crickets... not even a confirmation email. They said that any claims had to be made by 8pm eastern time the day the package arrives. I wasn't going to let them off the hook so I called the 800 number and got placed on hold.
Not just any hold, the absolute lowest priority hold. The one where they don't even bother to give you a sales pitch or some BS "your call is important to us" interruption every few minutes, they just loop the same 30 seconds of garbled muzak over and over again hoping you'll just hang up. After about 10 or 15 minutes, I started poking around the website and found a little customer service online chat button. That ended up being the ticket to communicating with an actual person, who immediately told me to take it up with Amazon.
If I was just supposed to take it up with Amazon, why put the paper on the box at all? Thanks for wasting my time.
Thankfully the Amazon experience was the exact opposite of the shipping company. Within a few minutes, I was on the phone with a very nice guy from customer service. I tell him about the damaged box, the bent frame, and the battery acid. He said they'd issue a full refund even though I'd opened the box, and that someone would be contacting me to pick up damaged generator. Okay, at least I got my money back. About 20 minutes later I see an email come through from Amazon. I open it thinking it would be about arranging a pickup time. To my surprise, they don't even want the generator back! They explicitly state in the email that I'm free to do with it as I please - keep, donate, or dispose.
So after spending the better part of yesterday afternoon feeling a little frustrated and disappointed, I ended up getting a free generator. I gave the frame a little "gentle" persuasion last night with the old deadblow and made some progress - enough that I feel comfortable running it to make sure it works as it should. I think it's going to take a press or portapower to get the frame back to where it should be. I've got an email in with the manufacturer to see what a replacement frame would cost. If its cheap enough, I'll probably just swap everything over instead of trying to bend it back. I'm planning on running/testing it this weekend to make sure everything works before I get too deep into the project. Trying to remain cautiously optimistic...