posted on July 15, 2002 11:20:33 AM
Curious to know how you handle UPS delivery problems. Assuming UPS is to blame and has lost or damaged the item you shipped and have taken responsibility (which they are and have). How do you go about handling the unhappy customer? Do you replace the item at your cost while you await the insurance check from UPS? If you replace, at what point do you make the replacement? Do you refund shipping charges and if so, at what point?
I’ve done my best to keep the customer informed which unfortunately includes many emails including an apology and a statement reading “No information has been received” during periods where we learn no new information. I want to let them know I’m here even though we have received no new information.
I’ve had UPS lose two $300 vacuums in the last month and am awaiting the checks for both. I’ve received one Neg. from the first customer and hate to receive a second.
Both vacuums BTW were properly packed, labeled both inside and out and have both gone missing from the same center without a trace. I’m at a loss to think of anything else I can do to fix the problem other then placing a tracking device in each item I ship. I’m wondering if UPS employee has sticky hands.
Thanks in advance
Jim
posted on July 15, 2002 01:13:13 PM
I would say you are right on about a bad UPS employee.
I have had 3 claims with UPS insurance and all were damaged items and the checks were received within 10 days of filing the claim. I gave the buyer the claim # each time and refunded the money as soon as I received the check. These were small ticket items compared to yours though.
posted on July 15, 2002 02:19:56 PM
Claims for items under $100.00 are processed almost instantly and you will receive replacement cost plus shipping.
On items over $100.00 you are going to have to wait until UPS investigates what went wrong. This may take longer. You state they have taken responsibility so I would think that everything will be processed in your favor.
With the amount of money involved i'm afraid the customer would have to just wait for the outcome of the investigation before I shipped them another vacuum cleaner.
I'm sure that trying to soothe their feathers is not an easy task.
posted on July 15, 2002 04:19:17 PM
NOT DIRECTLY RELATED BUT WOULD YOU BELIEVE USING A "USED" BOX IS GROUNDS FOR DENIAL OF INSURANCE CLAIMS WITH UPS ,,,,,,IT IS. I KNOW. CLIAM DENIED. USED BOX. PERIOD. MAKE TOO MANY CLAIMS AND THEY "WILL" FIND WAYS.
DO YOU KNOW HOW TO DO TRACKING AT UPS? THAT WILL TELL YOU RIGHT WHERE IT IS SITTING.
