posted on August 1, 2000 03:27:05 AM new
I sold an item to a gentleman in TX, and it was apparently broken in transit. (Ok, this is unfortunate, but these things happen, and this is why we buy insurance.) I made very sure to ship it from a UPS depot and had them open and inspect the box before accepting it. The item is a small synthesizer, and the packaging was formed styrofoam cut to fit the item in a heavy shipping box.
About a week and a half after notifying them of the damage UPS has claimed inadequate packaging, even though *they opened and inspected the box before they shipped it.*
Also, it makes NO sense to me, but UPS insists I handle the claim, even though I have no idea what happened to the item after it left my possession. Supposedly, the item is in transit to me, even though I never requested it, or gave permission for the buyer to return it (I'm very serious about working the problem out, but it seems like the consequences from the *first* shipment ought to be worked out before it ships again).
It seems to me that if they have inspected the item before accepting payment for it, then that forms a legally binding contract and to refuse to pay an insurance claim at this stage would be breach of that contract.
I have "disputed" their denial, and I'm supposed to be contacted by their claims department later today. Any advice on dealing with them?
(FWIW I don't have a business or anything like that - I'm just trying to turn my old gear into new gear<g>.)
posted on August 2, 2000 06:26:31 AM newAbout a week and a half after notifying them of the damage UPS has claimed inadequate packaging, even though *they opened and inspected the box before they shipped it.*
waitaminute.... what size box was it in? (ask/talk to your seller about that too)
I'll grant that there are certain size of boxes of UPS have trouble accepting
but how can THEY prove that? they must supply the papers (pay attention to the dates)
posted on August 10, 2000 12:12:26 AM new
Here's an update for anyone that might be following this. My dispute was initially denied without my even having a chance to speak to anyone. (Incidentally, if the claims department at UPS leaves a message, they will also tell you there is no direct number you can call them back at; cute, eh?) This was infuriating, to say the least. I called their main number with the intention of getting a postal address to write to (as a last step before heading to small claims court) and fortunately got a very sympathetic and helpful person who sent a message to the claims department stating what happened, and that I would be contacting the main headquarters if they could not resolve the problem (take note: the magic words). The claim was escalated to their "Damage Recovery Group" where a very nice woman took care of me, reversed the denial (effectively approving the claim), and had me fax in some papers. I am now waiting on my check...
The moral of the story - if you MUST ship UPS, make them inspect the packaging of everything you ship, and make sure to cause a ruckus if they deny your claim!
posted on August 11, 2000 05:21:35 PM new
I too have had a bad experience with UPS.
I shipped a set of stereo speakers and an amplifier from Arizona to Florida. When the items showed up they were ruined with visible damage to the box indicating mishandling.
The amp was so mishandled that the metal handles on the front of it were bent and the speakers showed cracks in the cabinets. The consignee did not accept delivery and they were sent back to me.
When I received them I contacted UPS. After five attempts with no response I still have this (now worhtless) equipment sitting in my garage taking up space and gathering dust. They could not even send a surveyer out to inspect the damaged equipment.
Now I buy my insurance for my goods from a company called www.webtradeinsure.com So far they have paid all claims that I have had and the payment process was pretty easy and took little time to get the check. The good thing about this insurance was that it paid me, the buyer, without me even having to deal with the seller at all. I like that.
