posted on October 22, 2001 01:11:53 PM
We shipped an Ebay purchase using UPS and it arrived at its destination all banged up (it was a metal item). Just wanted to see if we could learn by others experiences in what to do or what not to do in working with United Parcel Service on a claim.
Thank goodness we use USPS for 99% or our shipping.
posted on October 22, 2001 01:30:15 PM
I had two claims with them (I stopped using them due to gross incompetence) involved a $700 digital camera that the driver claimed he left at the customer's door. The customer never got it. The driver returned and had the customer fill out an affidavit stating he never got it. Then the driver reported that the customer said he did find it. I called the customer who denied making the statement and even faxed me his copy of the affidavit. The driver was asked to go back again. The driver reported that the second time, the customer again said he had found it. The customer told me the driver only came once and he had filled out the affidavit which he faxed me. I am convinced that the driver himself stole the package because his story simply make no sense.
In any case, after a lot of phone calls back and forth after I had faxed UPS my copy of the affidavit, they did decide to pay the claim.
The second claim involved a monitor which simply disappeared en route. It took UPS about 2 months to admit that it was lost. Then just days before they were to send out the check, it showed up AT MY ADDRESS. No explanation for why they didnt deliver to the customer or where it was for 2 months. They did deliver it the second time at no charge.
posted on October 22, 2001 01:31:00 PM
i have had 3 claims with ups. each time they tried to get out of paying off on the insurance by saying the items were improperly packed. each time i countered that claim with my own. i said they were packed good enough for the counter person at the ups counter to accept them, how can you claim poor packing now. each time i had to speak with a supervisor on the 800 number. one of the items was a tin sign i had double boxed adn it arrived to the buyer bent to a 90 degree angle......my advice is to stay the course until you get your $$ back.....insurance checks arrived within 2 weeks...don't let em jerk you around be respectful but FIRM.
posted on October 22, 2001 01:43:12 PM
My experience with UPS is that they will try to find a reason, no matter how lame, to deny an insurance claim.
Starting with they don't pay claims on damaged parcels unless you brought the parcel to the counter unopened and let the clerk check to make sure it was packed properly, to the disclaimer that the $100 insurance does not cover antiques, with anything else you can think of in between.
I took the matter to the head of the regional office and made noises about lawyers to get the claim paid. It wasn't that much $$, but I was so stinking mad about the rude treatment I received I refused to let the SOB's win. Good luck. I hope you have a better office than what is around here.
posted on October 22, 2001 01:50:40 PM
Ooooo, I'm getting such a warm rosy glow!
Thank heavens that USPS is our primary company. We had 2 claims with them in the past 3+ years and they were paid without question. One (less than $50) was paid on the spot. The other took just a few weeks.
After working in insurance for almost 20 years, UPS may be getting a new lesson in claims handling.
posted on October 22, 2001 03:09:02 PM
I sent a package to my daughter, she never received it. Instead of getting a signature at the house the driver signed off on the package. They paid the claim but it took about a month to get the money. I think the fact I had the receipts for everything in the package helped.
posted on October 23, 2001 03:08:45 AM
I have a claim in now due to an item arriving damaged. When I called the 1-800 number I was given a claim number and asked to tell the buyer to hold onto the item just in case they wanted to send a driver to look at it. I was never told to bring it to the shipping desk or to keep packaging (although I had already advised the buyer to do this). I did have to take a copy of the invoice I had emailed to the customer, including shipping, to my shipping center.
