When the top of a clock dial is tilted back and the chime hammers are not properly aligned with the chime rods, it may be an indication that the clock was dropped on its back during shipping.
Often, this type of “concealed damage” is not visible from the outside of the carton. Inspect for other possible damage. Notify the freight carrier and dealer in writing immediately and request a carrier inspection and damage report. Many carriers require that damage be reported within 48 hours and failure to do so may waive your rights to a damage claim. It is possible that significant damage did not occur and components only shifted as a result of being dropped. In most cases, this problem can be easily corrected by the Dealer or Service Center.