Furious with Furrion

[gs9219]

Our microwave’s magnetron breathed its last breath on our last trip. We wanted to replace it with an identical unit. After much research we found that ordering directly from Furrion was the best and least expensive route. What could go wrong dealing with the supplier who supplies most of the industry? Our credit card was charged before shipping without any tracking information. Two calls to Furrion resulted in assurances that shipping info. would be sent. Two weeks later, with one day’s delay in arrival, UPS shows up with the microwave in a most unbelievable state, looking like it was packed by monkeys and handled in transit by orangutans. We’re now faced with paying twice as much to eTrailer, who we’re pretty sure know how to pack and ship worthy of being a retailer in 2019. We live in the age of Amazon; we have smartphones; we drill sideways for shale oil; drones are commonplace; and there are self-driving cars, but a business like Furrion has business practices that can’t pack and ship a microwave [head smack].

[larry2c]

Is it possible that the damage and a repacking happened during shipping? Amazon would have put that box in one of their own boxes along with a bunch of air bags!

[gs9219]

Originally Posted by larry2c

Is it possible that the damage and a repacking happened during shipping? Amazon would have put that box in one of their own boxes along with a bunch of air bags!

I spoke to the driver about how it looked. The original packing label and invoice was untouched and taped on the top of the box you see in the picture. This was the box the unit was shipped in—extremely inadequate!

[5picker]

Dont count out UPS.
The company I worked for got boxes like that on a daily basis right next to boxes of the same product packaged perfectly.

[grumpyer]

Plus you could have used a different brand.FYI

[gs9219]

Originally Posted by 5picker

Dont count out UPS.
The company I worked for got boxes like that on a daily basis right next to boxes of the same product packaged perfectly.

It’s possible UPS contributed. I fault Furrion primarily for not packing better. The glass plate that rotates when heating food was freely clanking inside the box as I examined it.

[Iwannacamp]

I had a ups driver deliver two identical rotor boxes one day. One was open and completely empty. The other contained a brake rotor. I asked the driver (who was useless by prior knowledge) and he said don’t know and don’t care. Excellent customer service.

[A2pfunk]

Did you even open it to see if it was damaged? Or did you just refuse it? Have you contacted Furrion about it? What did they say? I have bought plenty of things that came in very beat up packages, but were just fine when I opened them.

[gs9219]

Originally Posted by A2pfunk

Did you even open it to see if it was damaged? Or did you just refuse it? Have you contacted Furrion about it? What did they say? I have bought plenty of things that came in very beat up packages, but were just fine when I opened them.

I refused delivery based on how the package looked. I can easily anticipate a shortened life cycle of the unit. Didn’t want to take a chance. I’ll be calling Furrion in the morning. I’ll update the thread with how well that customer service experience goes (or not).

[gs9219]

***if you look closely at the picture showing the bottom plate you can see the bent corner. The unit will most likely not sit even in the cabinet without shimming the foot pad.

[The Evil Twin]

That looks exactly what would happen if the bottom of the box fell out while being thrown around by UPS donkeys. I am willing to bet it was not shipped out like that. There have been some shipments I have gotten that looked like alligators played volleyball with the box and I know they didn't get sent from the shipper like that.

[Flybob]

Based on the dramatic difference in the taping style between the bottom of the package and the top it appears that the bottom of the box and possibly a foam base was torn off and simply replaced with tape. This appears to be a UPS problem. Since you refused it, the OEM should resolve it with UPS.

[gs9219]

Originally Posted by The Evil Twin

That looks exactly what would happen if the bottom of the box fell out while being thrown around by UPS donkeys. I am willing to bet it was not shipped out like that. There have been some shipments I have gotten that looked like alligators played volleyball with the box and I know they didn't get sent from the shipper like that.

We’ll know better how much “the donkeys” contributed when I show Furrion the pics in the morning. In any case, if the bottom fell out that speaks to an inadequate shipping container/packaging. I don’t think it takes too much to anticipate the need for “Amazon air bags” (larry2c) for an electronic appliance shipped by a huge, experienced supplier to the industry.

[gs9219]

***Followup Post 10/8/19

Furrion is sending a new unit. Company gatekeepers made it difficult to actually talk to order specialists. All communication had to be done by email. OS asked for my pictures to send to “National Distributor.” My requests for a different shipper, better packaging, and expedited delivery were relayed to distributor. The tracking number for the new unit, however, is UPS again—ugh! Will post again with delivery outcome.

(This posted thread was intended to inform and set expectations for doing after market business with a major supplier to the industry. )

[rracer5]

Since Nov. 2018, I've ordered direct from Furrion a new Oven/Range stove, convection microwave and a 26" fireplace. All came in perfect condition in their original packaging intact. The stove and the microwave were shipped by common carrier (they came in a tractor-trailer). Your microwave box should have been packed from the manufacturer with a thick partitioned styrofoam bottom, styrofoam sheets on front & back and another partitioned thick styrofoam top containing the glass plate, instruction/owners manual & wire rack. It looks to me that the bottom got "ripped" off during shipping and "UPS" taped it back up minus the bottom AND THE STYROFOAM! Refusing the shipment was the right thing to do.
I will admit though that contacting Furrion was a challenge but, I was usually able to get the info. I needed fairly quickly. To bad their email notifications were lacking big time (which they said would happen). I always had to call to get shipping/delivery/tracking info.

[D W]

Looks like an "intransit repack" to me.

[gs9219]

Originally Posted by rracer5

Since Nov. 2018, I've ordered direct from Furrion a new Oven/Range stove, convection microwave and a 26" fireplace. All came in perfect condition in their original packaging intact. The stove and the microwave were shipped by common carrier (they came in a tractor-trailer). Your microwave box should have been packed from the manufacturer with a thick partitioned styrofoam bottom, styrofoam sheets on front & back and another partitioned thick styrofoam top containing the glass plate, instruction/owners manual & wire rack. It looks to me that the bottom got "ripped" off during shipping and "UPS" taped it back up minus the bottom AND THE STYROFOAM! Refusing the shipment was the right thing to do.
I will admit though that contacting Furrion was a challenge but, I was usually able to get the info. I needed fairly quickly. To bad their email notifications were lacking big time (which they said would happen). I always had to call to get shipping/delivery/tracking info.

Good to know of your satisfactory deliveries with Furrion.

“Strike one” aside, even with the communication hurdles, the people are agreeable enough although not apologetic. I’m crossing my fingers that I have your experience, and that of some others here, on this next delivery. My wife does not relish taking our next trip without the microwave ��

All of us may have to, or have had to, transact some business with Furrion at some point. Knowing what the experience of others is should be helpful.

[A2pfunk]

Given how difficult it was to order from Furrion, I am curious if you were able to find a comparable microwave on Amazon or some other site that would have been able to ship faster with a better guarantee. Were you set on having an exact replacement?

[walaby]

Just so you know, ordering from eTrailer does not guarantee better shipping conditions.


Lots of stuff that you buy from eTrailer is shipped directly from manufacturer. Especially the larger stuff.


Mike

[gs9219]

Two days ago UPS delivered a second microwave from Furrion in good condition. Just a few acceptable pokes and scrapes in the exact same packaging as before, the kind of box made for retail purchases at a bricks and sticks. Of my three requests of Furrion: 1) expedited shipping, 2) different shipper, 3) better shipping package, they only honored #1.