Silent Partner SMART Ball Machine arrived today, damaged ):
Today, we received the Silent Partner SMART Ball Machine by way of UPS Shipping. During shipping, the battery's housing broke, and the battery beat the ball machine from the inside.
I took photos:
I emailed this problem to: firstname.lastname@example.org
I will post the result to this Forum for consideration to others wanting to purchase this product.
I read every single post here on this Forum regarding the Silent Partner ball machines. I read the posts on the Lobsters and Playmates too.
I decided that I would purchase the Silent Partner SMART Machine for our family to play at the local courts. I bought their top model, the SMART AC/DC and purchased the extra year warranty too.
While unpacking it, I was mindfully checking for damage and all looked well until I tilted the box to remove the device, and I heard a heavy object smack from inside the device -- I got that sick feeling.
After I removed the bubble-pack-sleeve, I wheeled the device into the bedroom (away from our two-year-old), and investigated further.
A paper told me that I must remove a styrofoam block from the sending-wheels. The foam was not in that position. I used a flashlight to look inside, then I really felt sick. I can see the foam way out of place behind a battery that got loose when it's housing broke, and I can imagine the damage that a 10lb deep-cell battery can do while hitting in there during the shipping. All of the electronics are exposed to those impacts.
Anyway, I emailed the company, and will post the result here.
Sorry to hear about your trouble. I too recently had a problem (operator error) with my SP Smart. After talking with Steve at SP I was satisfied with his efforts to solve the problem. Sure, I would have been elated if he had offered to eat the $70 for the replacement parts, but it wasn't expected, since the failure was my fault.
The reason I mention this is to suggest you talk directly with Steve (if you haven't already done so) in addition to the email you mentioned. Clearly this wasn't your fault so how SP responds and how quickly the situation is made right will be interesting. I suspect and hope they make it right for you very quickly.
I would be extremely surprised if they didn't take care of it, and at no cost to you, of course.
UPS Is The Culprit
I had the same exact thing happen to me about two years ago as my Star arrived with the battery torn out of its restraints and damage to the inside of the machine.
SP sent another machine right away and had UPS pick up the damaged one, all at no cost to me. The new one got here before the damaged one was picked up.
I think this is a fairly common problem with UPS.
I do not understand why you might blame SP for your problem, even if they do not replace it and make you go after UPS.
The handling by UPS caused everything. Get mad at them.
I sold furniture for a while and I shipped often. When I started the business I used DHL and all was grand. Very little breakage. When DHL left I had to use FedEx and UPS. FedEx home would not deliver a package that weighed more than 70 lbs to a residence, so on larger items I shipped UPS.
One product was a coffee table with a 3/4" thick, 90 lb glass top. DHL did not break any. I don't think FedEx broke any - maybe one, not enough to be memorable. UPS broke every third or fourth one and refused to pay any claims citing poor packaging. The glass was wrapped in foam, then cardboard, then a wooden frame around the entire thing.
I folded the business partially because of the economy, but mostly because I could not use UPS as a reliable shipper.
If it is fragile, don't ship UPS.
What people have said in this forum about Steve from Silent Partner is true; he is an affable guy to deal with. He sent UPS to pick up the damaged machine, and immediately sent another -- by UPS again, LOL.
Man, I was sweat'n thinking that a UPS guy would kick the new boxed machine out of the airplane with the other 500 boxes the guy has to unload.
This one survived.
Yeah, that 11lb battery & it's plastic-housing is vulnerable to rough handling.
We gave the machine a short test with 10 balls into the field across our house. It works. We'll play with it this weekend.
I have not gotten mad at all. I said that I had that "sick feeling" when you know something of importance is not going well. I purchased the extra warranty just like I purchase insurance, so that things of importance go well.
I have never made a claim with UPS; however, I know that it is the shipper that has claim with a rough shipment, not the receiver.
My friend, Mr. Joyner, was partners in Microm Computer Company in the 90s. It's a long time ago for me to remember, but I think they sold more computers than Dell for a while. Anyway, their UPS tragedy story can be found on the web.
I've never had a bad FedEx experience, and have had too many UPS bad experiences. I suspect that there are overworked employees in UPS.
hi. I'm Palmo 18 from Senegal. years old I'm designing a tennis ball machine by my own. unfortunately I don't have access to sketches in my city. could send me extra photos from inside of machine e.g. its motor tag and etc. I have some progress, but need some information.
thanks a lot.
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