Consumerist
Nick paid the UPS store in Woburn, Massachusetts $600 to ship his computer with insurance to and from England. UPS smashed the computer somewhere along the way and insisted that Nick would need to wait 4-6 weeks for a decision on his claim. After a month, Nick called the UPS store and was told that they needed additional documentation. Another month later, Nick decided to get a new computer and asked for the damaged computer back so he could use it for parts, only to find out that the UPS store had inexplicably shipped it to headquarters, which then delivered it to a stranger in New York named Ken.
So. I've been dealing with UPS in several forms, now, for nearly six months on the same issue. Long story short: I paid them $600 to break, steal, and then give away my computer.I was shipping it to England in early October 2007, as I was expecting to move there, and it turned out I got a customs exception that made it cheaper to ship my computer than to buy a comparable system in England (especially with the dollar-to-pound exchange rate tanking). Fine, right? So I packed it up, insured it, and shipped it out from the UPS Store in Woburn, MA the day before my flight left (total: $300 or so). For a lot of other reasons (is there a "disgruntleduniversitystudentist.com"?) I ended up needing to cancel the trip while the computer was stuck in customs limbo, awaiting several forms that I needed to fill out to get my exception. So, I talked to the customs people, and they said there would be no problem with simply returning the shipment to the sender. I told UPS to do so, and they agreed, provided I pay for return shipping (another $300).
So after some problems with the tracking info, it finally gets delivered. I'm happy - until I get home and see it. One corner is completely crushed. It's OK though: my power supply broke the fall. So the computer is now heavily dented, and refuses to start. I called and filed a claim, thinking that it was pretty cut-and-dried, especially as I had taken that handy-dandy insurance. Right?
Not so much. First, I'm later told that I committed a major faux pas by filing my own claim, rather than going through the UPS Store, as apparently he is the actual shipper, and in charge of such claims. Fine. I call the UPS store, who quickly take my number and promise to call back. A bit later, they do so - but with the most unexpected greeting of "Hold a on sec, bro, lemme finish chewing." The person calling me back, who turned out to be the owner of the franchise, set up the claim, all while berating me for doing it wrong (because heaven forbid I should want to be involved in getting my money back) and calling me bro, dude, etc. It is, by this point, November. My claim should be done processing in 4-6 weeks. Fine. I ship out the package for inspection, and I wait.
It is now December, nearing Christmas, and my list is populated by sad games that will not be played, and peripherals which will see no connections for some time yet. I call the UPS store again. They claim that I had refused to give them the package and so no work was done. Despite the fact that this was not true (he was apparently misreading the readout - I had been unavailable on their first scheduled pickup attempt, so the package stayed inside, but shipped out the next day). They also need information on the original price, so they can evaluate it. Note that this is a custom-built, two-year-old system - I don't exactly have the receipt handy. The UPS Store owner advises me to find a similar-looking product around the same price. I do so. He says that my claim will be processed in 4-6 weeks. He also mentions that he has my computer in his store, already inspected, so if it's refused, I can get it back ASAP.
Now, it's January, nearly four months into the debacle. There has still been no decision on whether or not I can get my money for the computer. I have written off the computer as a loss, and begun building another one from scratch. I assume that I will be receiving nothing from the insurance, and at this point really just want the computer itself back, just to see if there's any viable hardware left that could save me some money. I call the UPS store, and they inform me that my claim was denied. Well, fine. Return it to my address, then. They say that they can't, as the main UPS office has it. What? You had it in December, and now it's gone? They claim that they never had it in December. Of course, the main UPS office claims they don't have it, either, but interestingly they claim it was returned to someone named Ken in New York. Apparently, that was the name listed as the original shipper when they started the return-to-sender process in England. How? I have no idea. I know no one named Ken, much less one from NYC.
Needless to say, I ship FedEx now.
(Photo: zyphbear)
Comments
I had something very similar happen to me. It took quite a while to settle the claim, and they kept trying to settle for significantly less than the computer was worth.
The thing I found out was that shipping claims are handled by a third party, which is profit driven. UPS pays a set amount to this company and their job is to pay as little as possible. For instance, I got two quotes from reputable repair shops here that pretty much said that they could not fix it. They denied those claims and made me drive 50 miles to "their" shop who claimed they could fix it for a few hundred bucks. (significantly less than replacement. I fought it long enough for them to give up.
The same thing happened to me. I shipped through the UPS Store, the package looked like someone jumped up and down on it by the time it arrived, and I couldn't file a claim directly with UPS because the "UPS store was the official shipper." The store filed a claim, it got denied for "insufficient packaging," and I couldn't convince the store manager to file an appeal. And I was out a $200 a/v receiver. Since then, I never ship with UPS, especially not through the store.
If the claim is denied, the item must be returned to the shipper.
Contact the district attorney in the UPS store's locality and explain the situation.
You may have to sue the store owner in small claims court.
I also had something similar, except from DHL (I hate them). After shipping my iPod to Apple and not recieving it, no one took responsibility. DHL Said they delivered it yet they had no signature. Eventually Apple (through some quality phone time) shipped me a new one. Screw DHL and now, UPS. FedEX ftw i guess.
They can have my laptop when they pry it from my cold dead hands. Why didn't he just take it with him in the plane?
@bohemian: It was a custom built desktop.
Fight UPS on this. From the sound of things, it's their fault and they need to either pay up or return your equipment (if they can even get it back from 'Ken').
That being said, anyone with high-dollar goods should get their OWN insurance policy on them. If there's ever a loss, you can let your insurance company go after the goons that screwed up. It's much easier to let Goliath fight Goliath than to get yourself too heavily involved.
NEVER use UPS for anything of value. They simply don't give a fuck. And if you really DO have to file a claim, they all go EXACTLY like the OP's post. Use FedEx. They arn't perfect either, but they are better than UPS anyday of the week.
@Mollyg: Yeah, I was wondering if anyone else noticed that, as Carey must not have.
I've worked at a UPS Store for 3.5 years now. That owner sounds like a total douche. We rarely, if ever, have problems with UPS. I'd bet that if the Store packed the PC, they did a shitty job with it. If it was customer packed, that could cause some issues.
We always go the extra mile or more for our customers(even the shitty ones). I guess there's a lack of pride in work over there.
We're the #1 store in WI.(bragging)
Oh. And all those UPS whiteboard commercials are total BS. Don't believe anything on them.
Just curious: WHY was the claim denied? Was a specific reason given?
At least UPS managed to deliver the computer.
More than they could do for me.
Maybe I'm failing at reading comprehension today, but:
Now, it's January, nearly four months into the debacle.
Does that mean this was written in January? Have there been any new developments in the last 3 months?
You can save yourself A LOT of money by packing yourself and shipping USPS. UPS pack and ship charges an arm and a leg. I do shipping every day of the week and the ONLY time it makes sense for me to use their service is if I had something that was very valuable and tricky to pack, like a KORG keyboard or a large sculpture. Otherwise, like everything else it's cheaper and better to do it yourself.
@evslin: He also says "now it's December" a paragraph earlier, and at the start of the article he mentions he's been dealing with this problem for six months and that it originally shipped in October. I guess he's been in touch with them since January, but nothing's changed? Strange that there's no mention of the last three months, though.
@matto: This could happen if the shipper used international waybill, instead of USA's.
People who organize packages are doing it by hand, at high speeds. So when they see "international'' colors on the box, they just throw it in the pile with the rest of out of country shipments. No one read your address.
But it still sucks ...
[img253.imageshack.us]
[URL=http://imageshack.us][IMG][img253.imageshack.us]][/URL]
[URL=http://img253.imageshack.us/my.php?image=oopsma4.jpg][IMG][img253.imageshack.us]][/URL]
OOps, sorry for repeat post
@DeltaPurser: Probably customer packed.
FYI: Any damaged item that is packed by The UPS Store is to be automatically approved.
i used to work for UPS in shipping and i can tell you, some of the people unloading/loading the trucks simply dont give a ****. better make sure what youre shipping is packed securely and insure
Have you tried contacting UPS executive customer service?
[consumerist.com]
Ive been working at a UPS store for 6 months and can't wait to quit in june when I start my internship elsewhere. I feel like I'm ripping people off all the time. Charging people 60 dollars to package a single picture frame, 20 dollars to put something in a box, etc. Shipping through UPS is already expensive enough as it is, and most of the time the packaging of simple things doubles the total price. so a 15 dollar shipment will cost another 15-20 to pack. Now, I do give the usual BS I have to get people off my back, like the value of packing and the procedure and all that fluff, but really it takes no more than a minute to pack most things, and 5 minutes to fragile pack.
Oddly enough, it's FedEx that I always have problems with and UPS that's always golden for me.
The UPS Store != UPS. Totally different companies.
@edicius: That's pretty much what ALL of our customers say. Except for the one that apparently this I sabotage the copy machines right before she comes in. God, I hate that bitch.
*thinks, not this.
I try to avoid UPS any way possible. They never ship to my address on time, they are always 1 to 2 days late. Once it took a detour across a bridge and back the next day before I got my package. I'm disappointed that more companies don't use FedEx.
Never, EVER use OOPS. Why do you think their uniforms are brown? They're shitty. I've seen videos of their drivers tossing packages to the door, etc.
Never, EVER use USPS. They haven't been the same since they got rid of the Pony Express.
I've personally had good luck with FedEx (some haven't) and with DHL (some haven't), although I reported a dangerous DHL driver (speeding in two school zones and running stop signes) and was pretty much stonewalled by their corporate office. (Thanks for nothing Traci.)
File a suit in small claims court if it's not too late.
@DikembeMeiztombo: Not so. I had UPS Store pack and ship a rather large and expensive sound board for me. It was damaged, and UPS denied the claim to to improper packing. I had to threaten the UPS store in order to get it fixed.
Since Ken didn't give us the reason, it's wholly possible that the claim was legitimately denied, say, for insufficient packing. Even so, the store owner really does sound like a douche.
A quick Google search suggests that you do indeed have to deal with the UPS Store if you shipped through them. I'm retroactively glad that I avoid the UPS Store (or any "authorized" shipping outlet). No offense DikembeMeiztombo, but I personally like to remove a layer of bureaucracy when dealing with a company by dealing direct if possible.
@edicius: In an objective reality, UPS and FedEx are like peas in a pod.
@stopNgoBeau: Well, then they lied to you.
@Michael Belisle: None taken.
UPS Stores are all franchised. Apparently some owners/operators are asshole.
@MyPetFly: I've seen videos of their drivers tossing packages to the door, etc.
I've seen those videos too. You've just never seen the videos of FedEx doing that. Why do you use an unqualified negative statement for UPS and USPS, then use a qualified statement based on your own experience for FedEX and DHL?
The unqualified "never use x" is not useful to anyone. The only way it helps is that now I can tally the votes:
UPS: 1 yea, 3 nays = -2
FedEx: 3 yeas, 1 nay = +2
DHL: 1 yea, 1 nay = 0
USPS 1 yea, 1 nay = 0
Currently FedEx is winning with a net score of +2! Readers are advised to avoid UPS, and no recommendation is made regarding UPS or DHL.
i would definitely sue in small claims. seems like you have kept very good records to prove your case.
would also contact attorney general's office, as suggested above.
[www.theonion.com]
All delivery companies are sketchy. Some anecdotes....
I live in between two DHL distribution places. They routinely hold packages for several days. They told me if I really wanted it I could drive there (~20 miles) and pick it up. They also are known to deliver things at 11PM.
I once caught a FedEx guy walking around inside my house. I was home so I didn't lock the door and he came in to deliver my package.
I always get mail for people who have my last name or my house number (on a different street) that are not me. I wonder who is getting my mail sometimes.
USPS is the worst. Hands down.
Oh...thats what the random laptop that got delivered to me was...
Just kidding :) lol
I usually ship FedEx whenever I order anything from NewEgg and have been nothing short of pleased with the service of both.
@Michael Belisle: Well, this is completely unscientific evidence of course, but I've had friends who worked for UPS, the USPS, DHL, and FedEx in the LA area, and the consensus is that they all try to take care of packages in general, but if the courier is having a shitty day (and it can happen often), then they could give a crap about your freakin' box.
@MyPetFly: The Pony Express was never affiliated with the US Postal Service. It was a separate company that was contracted to carry US mail on its ponies.
Either way, I wouldn't trust Pony Express to ship my computer overseas :)
FedEx has always been good to me.
UPS screwed me over a couple years ago, but I'd try them again if it came down to it.
DHL..ugh..had a small nightmare with them. I ordered a wireless router, DHL was shipping it. I live in an apartment complex. The day it was supposed to arrive...nothing came. I check the website. Some random guy signed for it. Thus began a back and forth game, resulting eventually, two weeks later, in my router in my mail box. Apparently some other guy at my complex was reluctant to give up something that was never his.
I get shipments from UPS about every other day. The key is to be super nice to the driver. On hot days I give him a bottle of cold water. He gets Christmas and Birthday gifts (yes, I know his birthday). In exchange, he hauls my shipments of 7-10 heavy boxes up 3 flights to stairs to my office and will make a second attempt to deliver the same day if I send him a text I'm home. He's even helped me ship stuff at a discount. A little kindness goes a long way.
@erica.blog: What about seahorses? : )
Nick, you've done more than your fair share of work on getting your laptop reimbursed. You pay the UPS store to pack it properly, and clearly that wasn't done.
Just file a small claims case at the Woburn district court. Name the official corporate entity that owns that UPS store, plus name United Parcel Service corporation in Delaware, plus personally name the owner of the Woburn store. That way, if it ever got as far as court, every possibly responsible party is present.
When filling out the small claims papers, make it short and sweet. Factual only, no emotions. Seriously, the shorter the better.
Sue for the replacmeent cost of a new, comparable laptop, plus the cost of shipping.
My guess is that once delaware gets their copy of the court summons, they'll kick the ass of the Woburn store, and you'll get a check way before the court date.
Did you pay for the shipping/insurance with a major credit card? If so i'd get them involved too.