Nearly 20 years ago I had an Adcom GFA-585 amplifier damaged by UPS when being shipped back to Adcom for repair. Here is the story:
This was the second repair of the amp (I used to never turn it off to keep it at operating temp, which is not good for long term durability, and I have learned that really it is not required for good fidelity). After the first repair, Adcom shipped the amp back without the standard foam protection, but instead used a type of foam inside two bags, one upper and one lower, that form fitted around the amp.
So, the second time I sent the amplifier back to Adcom, I used the same box and foam Adcom used when they sent the amp back after the first repair. When Adcom received the amp they called me and said that during shipping it was damaged beyond repair, with one corner caved in. So, I filed a claim with UPS.
UPS investigated and Adcom told them that I did not ship the amplifier back in the standard packaging, and UPS denied the claim. First, I called Adcom to ask WTF? The girl I spoke with refused to acknowledge that Adcom shipped the amplifier back to me after the first repair with the non-standard foam packaging, insisting that Adcom never would do that and insinuating that I was lying about it. That really pissed me off.
Next I called UPS, explained the situation, but they still refused the claim. I was persistent, with multiple calls and speaking with a supervisor. Eventually UPS agreed to pay something like $500 toward the claim. I then called Adcom back and asked for a new amplifier for that price. They no longer had stock of the GFA-585, but offered the GFA-5802 at a discounted price, $800 if I remember correctly.
I took both offers, the net result being an upgrade from the GFA-585 to a new GFA-5802 for something like $300. Repairing the GFA-585 would have cost north of $100, so the realistic amount of the upgrade was even less.
Side note: The GFA-585 required two repairs over a span of about 12 years but, again, I used to never turn it off. I now only turn on the GFA-5802 when I am listening to it, and it has been going strong for nearly 20 years.
