I built a computer for a friend in another state. His died, I used some of his old parts; but purchased others. I shipped it right before Christmas. It was $60 to ship; which was lighter than a computer I shipped home from Ohio ($25) in May. I put $300 of insurance on it to cover any parts that might get damaged.
When my friend got the computer he said it was dropped really hard. When he inspected it, he found that the mobo screws as well as the hard drive screws had popped out of the case. He secured everything & tried to boot the computer up, it wouldn't.
I ended up going to my guy and submitting a claim. He told me to get prices to replace the parts. I dropped off the receipts and waited.
My friend called me saying UPS was there that day to pick up the computer. She refused to give it to them since neither of us had heard anything from them. I talked to my shipper who said it was a good move. I called UPS to see what was up, they told me that once they got the computer, it probably wouldn't be seen again. I told the guy that my friend needed to take parts off of it since we weren't claiming everything, they said ok, call when he was ready.
I called for a pick up and was told that there wasn't a claim on it, which was bull. She looked into it and said since it was refused that day, they closed it. I explained what happened and she reopened it. Another person got in contact with my friend. This person told him to email photos showing the damaged box and computer, which is what he sent.
I figured everything was going to be ok, so I start buying parts, Feb. 14th. Wouldn't you know it, my luck, UPS damaged the case. I called (dealer), they were great about it. They submitted a claim to UPS and it went through, UPS would pay for the replacement.
Quote, (Dealer) email: March 7
Dear S,
Thank you for choosing (dealer) as your online computer parts retailer.
We have processed your UPS claim for sales order 42XXXX64 and you should be receiving a refund in the amount of $39.98. You had requested a replacement, but this item is currently out of stock. UPS will pay Newegg for the item being damaged, therefore the item now belongs to UPS. Once the claim is closed between UPS and Newegg, UPS will pick up the damaged item. Once the refund has been issued you will be sent a confirmation email. Please then allow your credit/debit card issuer approximately 3-5 business days to fully process the transaction and make the funds available.
If you have any questions or concerns, please feel free to reply to this email or you may call our customer service department and one of our representatives will be able to assist you.
Sincerely,
Yxxxxe Mxxxxk
Customer Service Representative
A while later, I went to ship something. I mentioned to the shipper that I hadn't heard anything about the computer. He went into the back and brought me a letter of denial. It seems UPS has denied to pay me because of lack of packing material.
Now, remember that they only asked my friend to take photos of the computer damage and box damage, they said nothing about packing material. No one went out to physically inspect it I tried calling the phone number on the letter, no one called me back. I actually left 2 messages.
I waited for a call back. On March 6th, I sent an email to the rep asking where we stood with this because I needed my claim money to rebuild the damaged computer. I never heard back from the rep.
Around April 12, I wrote out a letter to the lady that signed the denial letter and faxed it to her along with the email from (dealer) that said UPS would cover the damage to the replacement case, as of today 6/10/06 I have yet to hear back from anyone.
What I want to know is, why was my claim rejected for insufficient packing material, when no one came out and physically inspected what packing materials were used, nor were photos of said packing materials requested as I mentioned previously. So how exactly does the UPS claim rep know that it was insufficiently packed?
In addition to my computer being damaged, why is it that UPS will cover damage to the very same case that I bought from (dealer), but it will not cover damage to mine, when mine was packed better than what the replacement case was packed?
In closing, it seems that UPS will only cover the big guy, no matter how they pack. UPS does not want to honor claims from the little guy, people like me who ship often, insure their package but never file a claim. I'm disgusted with UPS. I insured it for $300, yet when I try to get my money so that I can rebuild a gift for a friend, I am not able to. I've already put out enough money and cannot afford to rebuild this.
In my faxed letter I wrote:
I expect this matter to be dealt with on a timely basis, or I will start calling the Better Business Bureau, as well as Consumer Affairs, and will also contact whomever else I can to file a complaint against UPS. I go to a lot of online forums, and see many similar stories of UPS damaging packages, but never one like mine where you covered the exact same part for a big business but not a little guy.
You can be assured that I will not ship anything breakable with UPS, and very well may not use them at all; I've learned my lesson.
Sue
Browns Mills, New Jersey
U.S.A.
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