On January 5th, I went to The UPS Store to ship out a computer and a
monitor. I insured them both, paid, and went on my merry way, after
being assured the packages would arrive Thursday. Well, two packages
were delivered on Thursday. One was the monitor, and it was in perfect
shape. However, the other box was obviously not the correct one. It
had two labels on it, mine and another for a local business. When
they opened the box, it was full of paper with that company's header on
it.
So, the receiver called UPS, and they came back and picked up the wrong box,
and (I'm assuming) took it off to the correct place. Cue the problem.
First, she called them again, and was told that only I could submit a
claim. That's fine, makes sense, so I called UPS to start the claim. A
few phone calls later, the agent informed me that the package had been
delivered and the receiver would need to call them and ask for
somebody to come out to inspect the damage. Whaaat? I launch into the
explanation again, and this time I am told I need to call The UPS
Store where I shipped the package from and deal with them, as they
have nothing to do with this. Oookay.
So, I get on the phone with The UPS Store. I reach a manager, K, on
the phone, who also happens to be the person who assisted me when I
shipped. Awesome. She has heard nothing about any of this, and I
explain the whole thing to her. She tells me they can initiate the
claim there, and we should be able to have a check in hand within a
week. Things are looking up. But again, if that were the end of the
story, I probably wouldn't be here.
I call them back. I get a different manager this time (who at least
knows vague details about this, so I don't have to explain the whole
thing yet again), who tells me that they will refer this to the
district manager to handle, as they can't release the check from
within the store themselves. Sounds simple enough. A few days later, I
get a phone call from K, who needs to ask me what the box looks like,
and any other details, because UPS is searching their lost and found
to try to find it. Heck, it's a DELL box, it has Dell plastered all
over the outside. I let her know that we also have pictures of the
wrong box, with the extra labels and such, just in case that would
help, but of course, no pictures of the Dell box. She tells me she
doesn't think the pictures would hurt, and I agree to drop them off
the next morning.
I stop in the next morning, and K explains to me that the problem they
are having is that their claim office shows the package was delivered,
and they can't put a trace on it, so they can't pay it as a Lost
claim. However, they also can't pay it out as a Damaged claim, because
they would need to inspect it. So there's this loophole that they are
trying to work around. But she assures me that we WILL get paid, as it
was obviously their fault that the package was lost. So, off I go, to
wait some more.
I called them a few days later to ask what's going on, and she tells
me that her district manager is working on it, and she got the
pictures to him, so we should have something any day. *sigh* Okay,
I'll wait. I called them again 3 days later, and basically got the
same answers, along with assurances that we WILL get paid. The last
time I spoke to anybody was February 2nd, and that time I asked if I
can speak with the district manager myself. She told me that he is so
high up that he doesn't deal directly with the customers, but that she
will email him to find out what's happening, and that he has to answer
her email within 24 hours, so she will call me as soon as he does.
I've heard nothing back.
So that's where things stand now. I sent a computer out almost a month
ago, UPS lost it, and we can't replace the computer until they pay out
the insurance. I might be less inclined to be upset, but this was a
Christmas present, and until we can replace it, the person waiting on
the gift has NO computer at all.
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