posted on November 4, 2000 11:16:00 AM
We ship most of our auction items via UPS and we spend $5,000-$6,000 each month doing so. Recently we have been having terrible luck with UPS, and we were wondering if anyone else has had problems also.
The last five 27 inch TVs we have shipped have been returned to us in pieces. The boxes have been completely mangled and the TVs have been broken WAY beyond repair. All of our insurance claims have been rejected due to "insufficient packing." All of our items are shipped in their original boxes with the original packaging. The other items that are being damaged are DVD players. They get thrown around so much that the laser lens (or something in there) no longer works.
Is anyone else having similar problems with UPS?
I am writing this to get any suggestions from other sellers. We are considering using a different carrier, and I would like to hear what kind of service any of you have experienced with other carriers.
RPS, FedEx, etc...
posted on November 4, 2000 11:22:00 AM
You would not believe the abuse that packages get from UPS employees. I know because I used to be one many years ago. The big rigs would back up to the terminal and when the doors were opened, boxes would literally fall into the warehouse. And the largest (and heaviest) boxes were ALWAYS on top. We would walk on and shove the boxes to the side in order to get the trucks unloaded. We had no choice. This was UPS procedure and it was our job to get the trucks unloaded ASAP. I would never send a large TV via UPS. Never. Ever. Period.
Edited because I can't spell UPS today...
[ edited by abingdoncomputers on Nov 4, 2000 11:23 AM ]
posted on November 4, 2000 11:28:36 AM
It is UPS's fault anytime if the box is damaged or crashed especially if you use the original packaging material. I shipped a large plater arrived the customer with a crashed box and platter shattered. I filed a claim with UPS. UPS denied the claim routinely for "Insufficient packing or improper packaging". I demanded to speak to the supervisor. The supervisor file an appeal for me. The claim was pay with no further investigation. You should file an appeal and tell UPS they crash the box.
posted on November 4, 2000 12:15:48 PM
I have had several claims with ups this year. All my claims were paid but twice i had to push the issue after being denied a claim due to poor packing..........heres what worked for me twice to get a claim paid, i drop off at ups office, they are supposed to check each and every package before they accept it forshipping. There is a sign posted stating such right there for all to see, it says all packages must be brought in opened and inspected before shipment. The ups folks there never check my stuff since i am a regular, actually i have never seen them check anything except computer declared items......anyway when i filed myappeal i stated, both times, "how can you claim poor packing when you require items dropped at the customer counter to be inspected and unsealed.".......they have no answer for that ajnd pay up......just my experiences.........
posted on November 4, 2000 12:42:25 PM
amalgamated2000 - I agree with you. Upon the second occurance and refusal I wouldn't be using UPS again. I certainly wouldn't give them 5 chances to do the same thing.
posted on November 4, 2000 12:53:55 PM
We haven't had any breakage, but the UPS drivers who come to our house cannot read house numbers. We have to actually watch for the truck or else they try to deliver our packages to the house across the street. Our mailboxes are all on one side of the street and they don't bother looking at the numbers on the house. They just see the mailbox and think "Oh, this must be it". Also, we've had NUMEROUS packages, including a full set of tires, delivered to the same address we have, but on another street across the lake from us. They look at the number and not the street name. Fortunately, the person who lives across the lake was honest enough to bring the tires over to us, but other times we haven't been as lucky. But then again, our mailman does the same thing, so maybe it's just the quality of employees.
posted on November 4, 2000 01:52:43 PM
Anyone who knows ANYTHING about UPS knows they have a thing for 27" TV sets -- they ALWAYS break them. It's policy, in fact.
Ignorance is no excuse, you just should have been selling 29" TV sets, those get shipped with no problem.
I am glad I got my hip waders on to read this thread.
I just don't believe you. As someone who deals with consumer electronics everyday, "Original" Packaging is able to withstand most UPS suprises and therefore your insurance claim would of been valid.
Ain't Life Grand...
[ edited by twelvepole on Nov 4, 2000 04:29 PM ]
posted on November 4, 2000 04:16:12 PM
Boy is Jerry12 going to be pissed when he hears that his fourth replacement TV was smashed during shipment. That guy just can't get a break.
posted on November 4, 2000 04:26:05 PMDr. Beetle wrote: "Boy is Jerry12 going to be pissed when he hears that his fourth replacement TV was smashed during shipment. That guy just can't get a break."
Your comment about UPS drivers not being able to read house numbers was rather insulting. I wonder why you think you have the right to degrade so many people?
Most folks in non urban areas don't realize it, but their house numbers aren't always that clearly visible from a truck out on the road - especially after dusk and/or when you have a truckload of deliveries and pick-ups and you're trying to hurry so you don't go over your time limit.
Just because you know your house number doesn't mean every one else automatically does!
posted on November 4, 2000 10:44:36 PM
The Community Guidelines require conduct to be guided at all times by basic etiquette. Please address the issue at hand, not the individual.
posted on November 5, 2000 12:20:58 AM
I was at the local music store, and I saw both the UPS and FedEx AND the USPS guy come in at the same time while I was talking to the Manager (who's also my aunt)...
All three had soaked boxes. UPS had 5 (out of 5), FedEx had 1 (out of 4), and USPS had 1 Box, and three letters (out of 2 boxes and 5 envelopes).
When they were opening the boxes later on, they had to put two CD's and one DVD into the defect box because of "questionable damage" from the UPS boxes, and one CD from the USPS box.
And this is a Major Chain for crying out loud!!
:\\\"Crystalline Sliver cannot be the target of spells or abilities.
posted on November 5, 2000 04:13:57 PM
Husband bid and won an art poster which was professionally crated --I'm talking 1/2" exterior grade plywood and 3/4" furring strips. Package arrived damaged. There were obvious footprints on both sides of the box. Guess they used it to reach the high packages on the vans. UPS sent someone out, they inspected and authorized repairs as the damage was to glass and frame none to the image.
We too have a standard UPS account, with daily pick-ups. A couple of months ago we too began having serious breakage problems although our packing system hadn't changed.
Although, many I see said they would have immediately changed carriers, it is often more trouble than it is worth, and often more costly, and many of the lesser carriers don't have the service to rural areas which UPS does.
There is a definite difference in UPS liability on items they take across their counters, and items from accounts with a daily pick up. It is harder to get claims paid if you are an daily account, than if you are a once in a while customer who takes the items to the counter.
BUT be that as it may, we have friends with UPS, and having discussed some of this with them, what we did is start insuring any breakable, even those under $50 for $1,000.00!
Now, obviously I wouldn't expect UPS to pay $1,000 of insurance on a $50 item, BUT the way that the pieces are handled in the UPS system is totally different. They are handled more carefully, tracked closer and many other things. Since insurance with UPS is so cheap, $3.50 to insure for $1,000.00, it made sense to us to try this approach. We did, and haven't had any breakage since!
We're happy, our customers are happy, and we didn't have to change to a more costly carrier or one whose service to rural areas is less than adequate.
How are we covering the insurance cost? We upped the price of our items by about $1.50, and the cost of shipping by about the same, and have sold just as much, no complaints on shipping, and no lost or damaged items.
There is now a standing rule for our packing department, all lamps, antiques, small pieces of furniture, etc., regardless of value are to be insured for no less than $1,000.00.
During the Christmas season, we will also be adding "Signature Required." I know last year we had at least one customer who clamed they didn't receive their shipment who was out and out lying. During Christmas UPS is so busy that drivers aren't as careful about where they leave packages, and fraudulent customers take advantage. Therefore starting about the 15th of this month all of our UPS shipments will require a signature. The cost increase of this service again will be passed on to the customer, which is no different than what retail stores are forced to do because of shoplifting.
We insure all items shipped via USPS - during the holiday season, again we will add Delivery Confirmation, because of the increase of customers who naturally emerge claiming they didn't receive their shipment.
Even if we absorbed the cost of these services, or the UPS services, it would be less costly than the endless time it takes to handle a complaint of a broken item, the endless e-mails, conversations with UPS or the USPS and long forms to fill out and long waits for reimbursement. Time is money and it cost less for us to handle it in this manner and not have loss or breakage.
