The items that we shipped were: Apple G5 desk top tower, 23 inch flat screen Samsung monitor, an external hard drive, a mouse and specialized key board. All items arrived undamaged except the tower. For the tower we used the original styrofoam packaging the computer arrived in as well as additional packing materials in the box for padding. Apparently, the styrofoam was good enough for apple but not for UPS. They said the item did not have sufficient packaging. It was the original packaging. To my knowledge it does not get better than that. Additionally, we were able to safely pack a flat screen monitor and all the other items. That shows packing competence. The box was only damaged in one area like it had been mishandled or dropped. They knew that item enclosed was fragile electronics.
What's more, we were never offered to have the package packed by UPS to make the package up to UPS standards. We were not told that if we packaged it ourselves that we were at risk of the insurance not covering the damage. This is exactly why we purchased insurance. It is an expensive item and if something happened to it we wanted it to be covered.
Once the recipient notified us that there was a damage we contacted the ups store to file our claim. The claim was filed and a representative was sent to evaluate the package. Of course they determined insufficient packaging. We disagreed and wanted to dispute this decision. This began a round of phone calls and horrible customer service that has yet to be resolved. The UPS store manager and franchise owner, Dan, was less than helpful and the UPS corporate office can not give any information to us directly.
At this point we are out the shipping cost, the cost of the insurance, the $1500 we had to pay back the recipient and the $3,000 computer itself. Furthermore, they sent it back in the box that was damaged so now more damage has been caused and items that arrived safely have been compromised. UPS is on a rip off rampage. There needs to be a disclosure up front when you buy the insurance and you packaged it yourself that it may not be covered.
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