Response...
First off let me explain the situation... I have spent several years without a vacation. Having over 400 animals(permanent collection) limits the time you have to do anything! Several months ago I made the time to book a few days off to go to the Caribbean(Ssp?) Photo some herps etc. When the order was made it was a day or two before I left. I normally ship UPS unless it's venomous. I had no problem with shipping Delta since this was what the customer requested. I had an employee going down to the airport that afternoon anyway. I spoke with Tim and gave him the airbill number. I told him to call Delta late that afternoon or evening to find out when it would arrive. The shipment was booked and everything seemed fine. When my employee arrived the personel at Delta said they didn't have a booking showing. After arguing with them for some time they agreed that it would go out on the next flight to Atlanta then to it's destination.(Dash) (Keep in mind that Delta doesn't always follow flight schedules and they can change. It's impossible for me to spend the time to track the shipment hourly. When I get shipments from Delta the shipper simply gives me an airbill. I contact Delta and get an approximate time for arrival. About two hours before the prescibed arrival I contact them again to confirm it will arrive on time. Then I make arrangements for pickup.) At this point I didn't hear anything from Tim until two days later in regards to the fact that he had found a few mites on the snake. I was distraught that a C.B. snake would have mites in my collection. Not impossible but, very unlikely since every single animal is checked daily. I asked him if the snake was placed in a CLEAN WHITE BAG and how it was packed. At this time no mention was made of any packing problems. He responded that no it was in an older pillowcase. When I thought about it I responded that that may be where any mites may have come from...Possibly one of my employee's packed the snake in an old pillow case that may have had imports previously placed in it. (We usually keep these separate or are thrown out.) At this time I apologized and told Tim that for any reason he was unhappy with the snake he could return the specimen for a refund. However, I would be out of the COUNTRY(not simply out of town) until this Monday. When my employee packed the shipment I had no reason to doubt his abilities. He has worked for me on and off for over 20 years. He's a very accomplished herper and usually is very studious in packing. He's packed thousands of shipments with no problems. He know he made a mistake and it will NOT happen again. However, the ultimate responsibility lies with me. Right now is the tail end of breeding season for many boids and pythons.(Many in our collection are gravid, have laid or had babies. Also, as many know it's right in the middle of breeding season for colubrids and many of the lizard and turtle species we work with. Throw in a number of lectures, field research projects, exhibits then try to get ready to leave out of the country at the same time!! I don't know why my employee used a old box? However, he did make an effort to pack it properly.(1/2" styro on 6 sides, heat pack, newspaper to cushion the specimen etc.) Marked and packed as per IATA regulations. Could the box and packing have been cleaner and neater? Yes... Was it packed safely? Yes... Was a mistake made and a captive specimen placed in an import bag? Possibly. Was this my fault? Ultimately yes... At no time did I question Tim's integrity or word. I simply asked him to wait until I returned to ship the specimen back. I wanted to see the mistake for myself. If my employee made the mistake in the first place why would I want it returned when only my employee could verify a problem? Did I argue about the return? Not at all! I do not take the mite problem lightly. I would not want them near any of my C.B. animals myself! They may be rather easy to get rid of but, they can be vectors for disease. I wouldn't panic about it since I know what to do but, I wouldn't be happy either!! Now to end this whole arguement....Was a mistake made...Yes. Did I owe up to it even though it was not directly my fault? Yes. Did I offer a refund? Yes. Did I communicate when I would be able to accept the return and refund? Yes... Tim I understand your disappointment however, I think you are a little rash in posting here when I HAVE been communicating with you. It's a little hard to get calls or receive calls 200 miles offshore in the ocean!!! Which by the way , I figured you would understand? Please simply return the specimen. I will place her in quarantine and send a full refund. By the way...read PAYPAL's policy. I did not blow you off for 7 days so that you could not file a claim. You can file a claim with paypal for up to 30 days after the purchase. However, they will not refund if you have received the shipment.(They do not guarantee quality etc. You can only get a refund if you do not receive a shipment) So I guess your wrong there. Also, in regards to smelling a stench 10 feet away...Delta would have pulled the shipment. Now lets look at your pictures... The box was inside out which makes that side generally clean. Also, the outside of the box appears to be quite uniformly clean other than bent screen on the side. The bag....appears to have one uric acid stain. The styro may not fit EXACTLY 100% to the box but it's close and it's brand new and clean!!. Where's the newspaper from the bag and the box? I understand that you are trying to make this look much worse than it is by exaggerating these facts....I understand that you may have wanted immediate satisfaction. I make every effort to satisfy my customers. I don't know you or have a reason to trust you, I don't know that the snake did have mites, I don't know that it wasn't buyer's remorse, I don't know how you take care of your collection however, all I need to know is that you were unhappy and wish to return the specimen. That is my guarantee... I don't need to know these things, only that you were unhappy. I could argue the point that I DO NOT see anymites on the bag but, we'll leave it at that. I'll be happy to refund the specimen. A little patience goes a long way. I'm sure that you will understand when your collection is large enough that getting away for a few days every year or two is important to both you and your hopefully very patient fiancee'. *P.S. you will find a e-mail that was sent to you about two hours before this that said I'm back you can ship the snake Monday. Again IF the specimen came in with mites I do apologize. We treat ALL specimens externally and internally for parasites wether imports OR exports. Mistakes can happen...P.S.S. You insinuated that I had time to post or delete adds on KS??? They will automatically come down if not renewed!!! Thanks, and everyone have a good weekend!
greg
