Lost/Damaged Reporting damaged/missing items without a video recorded box opening

Hmm, I personally never had an issue with getting help/replacements from companies.
That means, when I received a doll that was damaged during transit I'd just send them a photo of the damaged piece/area (usually of the doll still in box) and they would send a replacement. To a certain degree you have to calculate that into your prices when you run a business, and certain damages are also so common you are probably not the first to contact them (like a broken hand). Or maybe the majority of BJD companies is just a bit more lax about it
However, the majority of them make it somewhat clear that you need to contact them quickly. If the tracking says you got the doll on the 7th of March, you shouldn't write them in June about issues you claim were present when you opened the box.

I can not speak of insurance through the shipping companies. As it is, most of the time I hear that they decline requests with some bullshit reason (like improper packaging, even though the box looked like it was tossed into a pool and then stomped on).
Doubt even a video would change their mind then, they always find a reason why either you or the seller is at fault.

If I'd record, I'd record when receiving something from a private seller. There it is way more likely to be duped or have an issue vs a company/studio that is reliable and has something to lose.

 

I had no issue with just photos of my damaged dolls when it happened! I contacted my dealer the next day with the photos, and had replacement parts in a month. Those were fractured shins, which I feel is an unusual damaged part too.

I've also had broken hands, and that's just been a picture and new replacement quickly.

 

Is it best to open a box while filming it? I don't have a camera and one box came very damaged. Should I film my box openings for damage purposes?

 

Much like what Ara said, usually, just photographs work when dealing with a dealer/company. However, if that dealer has any sort of sketchy customer service I recommend going ahead and doing a video instead. I usually just do videos for secondhand/personal dealings to cover my backside as much as possible but if I am dealing with a new dealer that I haven't dealt with previously I film the first few purchases. However, I believe that is more just me being paranoid than the actual need to do so.

 

hmm, I never record any opening videos and all of the dealers and companies I encounter never asked for a box opening video. I think it's not really necessary most of the time because people will not break their dolls intentionally? And some companies do charge for renewal or replacement services, so I don't think this is a big issue.

I also tried skipping the dealer and asking the company for customer service directly, and with some companies, this works too! So I think don't worry too much.

 

I nearly always take photos, but when a box has arrived severely damaged I have done the occasional video just to cover all of the bases. Photos are usually all that's needed though!

 

I have never made a box opening video, but usually do take photos. I have received broken dolls from Bobobie (twice- once from the company, once from Denver Doll), Impldoll and IslandDoll (twice- once from Mint on Card, once from Alice's Collections) and in every case, photos were enough. In all cases, I reported it the day I received the doll, and ended up getting replacement parts free of charge.

 

Luckily I've never had problems getting broken hands (more than once) a foot or a shin replaced, missing items delivered, just with photos. Once I received a doll with a head that hadn't been cast properly (part of a lip was missing), and I had to send the head back to the company before they replaced it, but I guess that was only to see for themselves what had gone wrong.
But I've heard that Ringdoll is one company that won't replace anything unless you have a video. It doesn't matter if you order via a dealer, because they can't do anything about it either.

 

Somewhat related to this: it never happened to me with other expensive/fragile goods but what's the best way to act if the box arrives horribly crushed and there's a good chance that whatever is inside will be in pieces? Should I refuse it? File a report? I hate thinking about worst case scenarios but better safe than sorry.

 

I think it depends somewhat on where you live and what kind of shipping is used.
If you collect the package yourself from a post office or service point, one option is to open it there. That way you have witnesses who can help you file a claim against the shipping company or postal service.
If the package is delivered at your door, to simply take lots of clear photographs of the box before opening it is probably a good idea. Filming is also good, of course, but I think a few well lit and clear photos of the unpacking process is better than a shaky, out of focus, filmed with one hand while opening with the other- kind of video will ever be. It's only proof if the viewer can clearly see what is going on, after all.
Refusing the package or file a report before even opening to see if the items inside are actually damaged sounds a bit backwards. After all, there is a chance that the things inside has somehow miraculously survived and then there isn't much point in reporting it. But perhaps there are local rules where you live that I am not aware of?
I have seen examples of doll packages that have been horribly damaged with the doll either completely undamaged or with only minor damages. Polyurethane is tough stuff. That's no reason to be careless, of course, but if it was me, I would want to see the doll with my own eyes before writing it off aas a total loss.

 

Thanks for clarifying. I do shoot unboxings with a tripod for delicate stuff, just in case; there's never been a problem. I only got a couple completely busted packages that I remember of but they were clothes and camping gear (ironically, from within the EU).
The stories about dolls coming in broken get me a bit worried but from what I can see it's just a finger, most of the time.