The delivered personal worktop is damaged

Hello forum,

I'm a bit annoyed right now. On 23.11, after 5 weeks our Personlig countertop finally arrived. White laminate with aluminum edge. Just now I wanted to unpack and set it up and see that it is damaged. In the warehouse or during transport, someone apparently dropped it on an edge. As a result, the aluminum edge is dented. So much so that the lower part of the countertop is also dented. Annoying!!!

How does Ikea handle such cases? Is the exchange process smooth? I'm so frustrated because everything else is delayed until the new countertop arrives.

I've been trying to reach the hotline for 23 minutes now. :/

This is how the countertop looks at the spot. I wonder where these scratches come from. Or is it normal when the aluminum is subjected to force and bends?

Hello,
it also looks as if the countertop fell onto a broken edge. Cracks due to expansion are conceivable, but no scratches. Whether it is rather one or the other, you will be better able to see on the original.
Was there no cardboard around as protection for transport? Then a transport damage would already have shown on the packaging.
I suspect that, so many days after delivery, the complaint will not proceed without difficulties. A problem with the countertop complaint was recently described in another thread:

Good luck!

Yes, there was a thick cardboard. But even that was already dented. At first glance, it wasn’t obvious either, since this exact side of the countertop was resting on the floor and hadn’t been moved since. The shipping company just said we didn’t need to look at the board at all; if there were any damages, they couldn’t do anything anyway and wouldn’t take it back in case of an issue. And just like that, they were gone.

Now I have also reached the hotline. I was told to take photos, use the countertop provisionally, and then be patient. Processing complaints currently takes several weeks. Well, this could get interesting. I probably won’t hear anything from them this year anymore.

It reads as if the shipping company caused the damage and wanted to cover it up. If the damage is noted on the delivery note, the shipping company has to pay for it and maybe the drivers will get in trouble, although the company should be insured for such damages.

One more quick follow-up question: IKEA told me that I am allowed to use the board temporarily. Does this mean that I am still allowed to cut the holes for the sink and cooktop, or that I am only allowed to place the board without any cutouts?

So, IKEA has surprisingly responded quickly after all. A new board has been ordered, I am allowed to use the damaged one as if it were my own and keep it afterwards. Now I just have to keep my fingers crossed that the second one arrives without damage. I will report ...