What is UPS's damage claim process

[Phil H]

Has anyone had a damage claim with UPS? I was wondering what I should expect. I received a pair of JBL 4425's that were damaged in shipment. I called UPS and they said that they would have someone contact me by the end of tomarrow. It is a shame, the 4425's were almost perfect before being shipped. Now, one has a broken horn and the other has a corner of the cabinet pushed in 1/4".

[jonman]

I had to file a claim a couple of years ago when I had My Fender Concert 65 head sent to me from michigan to Florida. The amp head was packed by a professional shipping joint and was undamaged when packed. To make a long story short UPS broke most of the tubes off in the sockets, which also wrecked most 0f the sockets I called and they had a company rep. call me and gave me a claim number to refer to when ever I called and for all the paper work, and sent the claim papers to me. In the claims paper i had to send a copy to the packer in Michigan to document the amp was not damaged when packed. After the paper work came back, a copy for me and a copy for UPS, Ups offered a small cash settlement that would not even cover the tubes, but this is a vintage amplifier and I would not settle for chump change and held out for my amp to be repaired. UPS sent me more forms to take and get filled out by some one authorized to perform the repairs on Fender equipment. I had to find the tech myself and convince them to go through the hassle of paper work and do the repair plus wait for UPS to send the payment. This was not an easy task in the rural backwoods area of Fla I was in. After convincing the repair guy I was on the level he called UPS with my claim number and verified it with UPS. It took another 2 weeks for the repair guy to get the Papers from UPS. He fiiled them out and sent them back and waited another couple of weeks to get the OK from UPS. The repair guy took another week and a half to get the repairs done. In all My amp was down for over 2 months. Yes the item was insured for $1,000 dollars, but to claim the full amount I would have to have the amp declared as totaled and send the amp to UPS at my expense. Like I said, This was a vintage amp which I had played for 20 years and I loved it, and didn't want to let it go because i Knew exactly how it sounded and to get exactly the sound I wanted. Sorry this is so long, but it is hard to condense somehting that took this long to deal with. Let me know if you have anymore questions.

[merrylander]

Normally it is the shipper who has to file the claim. I have had three cases of damage of which two were settled to my satisfaction. The third was not because I had the buyer send the unit back to me and I took pictures then repaired it and sent it back. That was the nono, they have to see the unit and the packing before any repairs are made.

Rob

[Fisherdude]

I just got my current issue of PC Mag in the mail today, and it happened to have this article in it:

http://www.pcmag.com/article2/0,1895,1944865,00.asp

Very interesting reading!

Clay

[skibjr]

The UPS claim process:

1). You file claim
2). UPS picks up item to "inspect"
3.) UPS returns item to shipper, with whom claim must be settled. (Of course, now shipper has your money AND the product)
4.) UPS denies claim because shipper's packing job sucked.
5.) Shipper refuses to believe decision, appeals.
6.) Six months pass, shipper refuses to refund your money.
7.) If you were trusting enough NOT to leave negative feedback, you now have no options to motivate seller to refund your money.
8.) You are now essentially screwed, and at the seller's mercy.
9.) You kick yourself in the ass for agreeing to get involved in the UPS "claim" process in the first place.

This has more or less been my experience three out of three times. Now, I simply request direct settlmement with the seller. If the seller refuses, I simply leave negative feedback.

Good luck.....

[Phil H]

Thank you. The information is invaluable. Now, I feel more prepared to deal with UPS. The speakers aren't from eBay, but I did use PayPal for payment. Also, a UPS store shipped them. I will find the cost of the horn before UPS comes and try have a dollar figure for the damage. With some luck, they may be willing to pay for the horn and a little bit for the other damage. On the other hand, they could blame the packaging. They had paper, cardboard and then shrink wrap followed with about 2" of the big bubble-wrap and over 2" of peanuts or addidional bubble wrap to fill the oversized boxes. But it wasn't enough to protect the 57 lbs speakers from UPS. It is just a shame.

Here is a picture of the speaker with the cracked horn (just above center of horn). The wide angle makes the flat sides look curved.

[piece-it pete]

1) UPS destroys item.
2) They refuse claim.

Sorry about that horn, the speakers look nice.

Pete

[rickon66]

My experience with all of the carriers lately is as follows: ANY package that weighs more than 10-15 lbs and is bigger than a bread box is handled only by dropping(preferably on the corners), scooting, kicking, rolling or any other method that saves the driver or package handlers from actually picking up the item and treating it with reasonble care. Throwing is allowed if they are in a good mood and have help with the toss. :scratch2:

[merrylander]

The UPS claim process:

1). You file claim
2). UPS picks up item to "inspect"
3.) UPS returns item to shipper, with whom claim must be settled. (Of course, now shipper has your money AND the product)
4.) UPS denies claim because shipper's packing job sucked.
5.) Shipper refuses to believe decision, appeals.
6.) Six months pass, shipper refuses to refund your money.
7.) If you were trusting enough NOT to leave negative feedback, you now have no options to motivate seller to refund your money.
8.) You are now essentially screwed, and at the seller's mercy.
9.) You kick yourself in the ass for agreeing to get involved in the UPS "claim" process in the first place.

This has more or less been my experience three out of three times. Now, I simply request direct settlmement with the seller. If the seller refuses, I simply leave negative feedback.

Good luck.....

Funny, my experience three time was that UPS wanted to see the item, BUT they did not pick it up ANd they did not return it to the shipper (me). They paid my price with no argument. But it is stated quite clearly in the literature that the shipper must make the claim.

Rob

[dew042]

The UPS claim process:
7.) If you were trusting enough NOT to leave negative feedback, you now have no options to motivate seller to refund your money.


As long as you have the auction number - you can leave feedback for auctions back to the beginning of time. You just can't search for closed ones after 3 months.

The rest is accurate.

dew.

[Phil H]

Here is a breif follow-up: The shipper or the recipient can initiate a claim with UPS. I initiated the claim. Last week, their representative came and inspected the packaging and the damaged speakers. The inspection was not very detailed. She took tracking information, recorded the strength rating for the boxes and quickly looked at the packaging. I pointed-out the damage to the speakers. She took pictures of the packaging and the speakers. When I asked if the claim would be accepted, she could not answer. She said she does not get involved with that process, she documents the stuff and sends the report to the insurance. UPS will contact the shipper when a decision is made. It should take 1-1/2 - 2 weeks. She recommended that I keep all of the packaging until a decision is made.

By the way, when I first called to start the claim, I was asked if it would be safe to ship the speakers with the existing boxes and packaging. I said NO.

[nasadowsk]

A company I used to work for used to have industrial inverters delivered via UPS about 3 times a month.

UPS guy would prop the door open and toss 'em in.

UPS, FedEX, DHL, USPS all suck.

[boplives]

My experience with all of the carriers lately is as follows: ANY package that weighs more than 10-15 lbs and is bigger than a bread box is handled only by dropping(preferably on the corners), scooting, kicking, rolling or any other method that saves the driver or package handlers from actually picking up the item and treating it with reasonble care. Throwing is allowed if they are in a good mood and have help with the toss. :scratch2:

Here's another sobering UPS "experience". A couple of years ago, my wife shipped an antique sheet music cabinet (over 100 years old) from New York to California. It was packaged by a UPS store. I was home when the UPS truck arrived, I heard a THUMP, and looked out the window and the driver had THROWN the cabinet on the steps, and quickly drove away. We opened it to find one of the legs completely broken off! Fortunately, since the UPS store was at fault (partially, at least), we dealt directly with the guy who had packed it (who was also a UPS agent), and got our money pretty fast. The place that repaired it actually did a great job, but a broken and repaired piece of antique furniture is still not the same as an original intact piece of antique furniture.
P.S. I think this UPS driver was a big bruiser type--he was able to throw the cabinet several feet up the steps all by himself!

[Cleve]

The UPS claim process:

1). You file claim
2). UPS picks up item to "inspect"
3.) UPS returns item to shipper, with whom claim must be settled. (Of course, now shipper has your money AND the product)
4.) UPS denies claim because shipper's packing job sucked.
5.) Shipper refuses to believe decision, appeals.
6.) Six months pass, shipper refuses to refund your money.
7.) If you were trusting enough NOT to leave negative feedback, you now have no options to motivate seller to refund your money.
8.) You are now essentially screwed, and at the seller's mercy.
9.) You kick yourself in the ass for agreeing to get involved in the UPS "claim" process in the first place.

This has more or less been my experience three out of three times. Now, I simply request direct settlmement with the seller. If the seller refuses, I simply leave negative feedback.

Good luck.....



Shouldn't there be another step between 2 & 3?


UPS Claims Dept Employees review claim form, and damaged item, and begin a boisterous round of "BWAHAHAHAHAHAHAHAHAHAHAHA!!!!!!"s :lmao:

[gunut]

I bought a pair of Advents Prodidgy towers off of E-Bay through one of those SOLD-IT shops...They arrived with one of the bottom corners crushed, the wood by the logo deeply scratched and 1 woofer had the foam ripped....

The sold it shop filed a claim, UPS sent a truck out to pick up the speakers...I said they could look at the damage and the packaging but that I would not give up the speakers untill I had my money back.I told him if I give up the speakers that the seller has my money and UPS will have the speakers and I will have nothing..Then what happens if UPS denies the claim?????..The driver did not even look at the damage....But the claim was approved and the seller sent me my full refund.... I called UPS and told them they could come get the speakers ....They said never mind..keep em??!!!!.......

[panhead]

what most people dont realize is that ups farms out their insurance to an outside insurance company,even though you pay ups the fee for the declared value of the item ups does not play an active role in the claims process after inspection.

the first thing to do after having the shipper start the claim is to request an on site inspection of the damaged goods & dont throw away any of the packing,ups will try to insist that they need to pick up the damaged item & send it to an inspection center,ups dont have any inspection center with employees trained specificaly for that task, the packages are inspected( and further damaged) by regular employees then re sent to the seller,now your out the damaged gear & your payment,with an onsite inspection you still retain the gear.

ups will automaticaly deny your claim under the grounds of improper packing no matter how well its packed,the ups packing guidelines state that any package should be able to fully survive a 4 ft drop without any damage.

after your claim is denied you need to request to talk to the inspector & hopefully they transfer you to the company that insures the packages(not ups) & when you talk to them you need to stress that the package was not poorly packed & the damage came from rough treatment,if your persistant you should win in the long run.

on a side note,the best way to protect your investment is to handel all your own shipping,when you buy a peice of gear call ups yourself & schedule a pick up under your name & pay for the shipping with credit card this way YOU ARE THE SHIPPER & all the claims process will be handeled by you & when the reimbursement check is sent it's sent to you not the seller.

[Stargazer]

Somethings that help: Seller must be the shipper directly with the carrier, no ups stores, kinkos, staples etc; payment amount must be declared value other wise they pay less the shipping charges; never ship DHL or USPS they pay only after you get estimates at your expense. Have seller agree to packing stardands that meet carrier's requirements for the goods in question and have the manifest clearly state the exact type of goods. Get a formal bill of sale included with the goods to prove the value.

[simplynuts]

I had ups damage an item I shipped. The ups store actually wrote me a check for the amount and then he fought with ups a refund I had to only give him a copy of my ebay invoice to the buyer. I sent a refund to the buyer. I ended up with a nice feedback from him . I am happy with the store, but not ups who never sent someone to look at the damage.

[Brad Muller]

I've worked at UPS 27 years and have seen it all. I once shipped a pair of McIntosh XR-5's through UPS and had the UPS store package and ship them to Texas. The speakers were packed to the MAX! I watched them get packed and even commented on the great job they did. They arrived battered and broken in Texas. The buyer had them sent back to the UPS store. I went up and checked them out. They were beautiful units when sent.The tops were broken and not all of the speakers worked when returned. UPS denied the claim of the UPS store. The UPS store returned the buyer all of his money including shipping. Then they gave me the speakers. One of the magnets off of the woofer was laying inside the bottom of the cabinet. Many of the components inside the crossovers were ripped from the boards. These were heavy duty crossovers inside steel boxes. I had to drill out rivets just to get a look. I managed to fix the crossovers and get a new woofer. Before I did I took pictures and gave them to the UPS store. I told the owner that it looked like the speakers were dropped off a ten story building. She just ate the $700.00 loss. Of course, when my back broke after 25 years, that didn't happen at UPS either. I lost my comp claim. I told them that I must have lied about my injury and they should fire me for dishonesty. It's all about money when it comes to UPS, whether it's your package or your back. Jim Casey, the founder, wouldn't have wanted it that way. I wish he was still alive. It's inexcusable when money means more than your customers or your people. :yes: The UPS store owes you. Collect! Peace, Brad

[Mike Bama]

what most people dont realize is that ups farms out their insurance to an outside insurance company,even though you pay ups the fee for the declared value of the item ups does not play an active role in the claims process after inspection.

I'm curious where you got that information?

[PioneerGuy75]

Here is how the claim process REALLY goes:
1) Package arrives beaten n battered bashed n trashed.
2) Call OOPS and start claim process.
3) They ASSURE you they will come to inspect on Monday.
4) Take Monday off hoping the guy shows up before noon.
5) Driver shows up and has NO CLUE that there is a claim in process. He calls in to get info and "someone will call you back shortly with proper info.
6) Call never happens.
7)You make 20 more calls and talk to 20 more donkeys in 20 more states/countries/provinces/possessions/terrirories etc.
8) You get frutstrated with the donkeys and give up for the day.
9) You decide "to hell with the donkeys I'm going to talk to a donkey supervisor."
10) Donkey supervisor informs you that claim is cancelled because the packages did not get picked up. He assures you that it is all taken care of and that "someone will call you back within the hour to arrange inspection."
11) AGAIN....CALL NEVER HAPPENS
12) You call AGAIN and request donkey supervisor. "Oh they are not at this branch. We have ten (or is it 20 we're not really sure) call centers and you never know where your call is going to go.
13) YET AGAIN....donkey supervisor assures you that problems are corrected and the process is started again.
14) Last donkey supervisor spoken with assures a call within the day and that a "compalint" has been attached to this claim.

Still waiting on that call..........................

OOPS hopes by this time you get so pissed off that you forget all about claim.




"UPS- The DUMBEST schmucks in the shipping business"
"What can BROWN do TO you?"
BROWN like a pile of SHIT because they are as smart as yes a PILE OF SHIT


Oh and to anyone that works at UPS.....YES IT IS PERSONAL!!!!!!! :thumbsdn:

[Mike Bama]

Here is how the claim process REALLY goes:
1) Package arrives beaten n battered bashed n trashed.
2) Call OOPS and start claim process.
3) They ASSURE you they will come to inspect on Monday.
4) Take Monday off hoping the guy shows up before noon.
5) Driver shows up and has NO CLUE that there is a claim in process. He calls in to get info and "someone will call you back shortly with proper info.
6) Call never happens.
7)You make 20 more calls and talk to 20 more donkeys in 20 more states/countries/provinces/possessions/terrirories etc.
8) You get frutstrated with the donkeys and give up for the day.
9) You decide "to hell with the donkeys I'm going to talk to a donkey supervisor."
10) Donkey supervisor informs you that claim is cancelled because the packages did not get picked up. He assures you that it is all taken care of and that "someone will call you back within the hour to arrange inspection."
11) AGAIN....CALL NEVER HAPPENS
12) You call AGAIN and request donkey supervisor. "Oh they are not at this branch. We have ten (or is it 20 we're not really sure) call centers and you never know where your call is going to go.
13) YET AGAIN....donkey supervisor assures you that problems are corrected and the process is started again.
14) Last donkey supervisor spoken with assures a call within the day and that a "compalint" has been attached to this claim.

Still waiting on that call..........................

OOPS hopes by this time you get so pissed off that you forget all about claim.




"UPS- The DUMBEST schmucks in the shipping business"
"What can BROWN do TO you?"
BROWN like a pile of SHIT because they are as smart as yes a PILE OF SHIT


Oh and to anyone that works at UPS.....YES IT IS PERSONAL!!!!!!! :thumbsdn:


Send me your info, and I will get it taken care of.

:)

[merrylander]

I don't know if it is because I have a UPS account, but they have always been fair with me when I have made claims, oh and BTW it is up to the shipper to make the claim. The only one I had refused was because in the interest of the buyer I repaired the unit and shipped it out before they had a chance to examine the unit. I had taken pictures but they could have been pictures of any similar unit so I understand the refusal.

Sometimes the approach makes the world of difference, when I have problems with any firm/organization I tend to go straight to the top with a polite but firm letter based on the simple idea that if someone comes to me with a complaint decorated with a lot of four letter words I am inclined to suggest a holiday in the hot place.

Rob

[PioneerGuy75]

Sometimes the approach makes the world of difference, when I have problems with any firm/organization I tend to go straight to the top with a polite but firm letter based on the simple idea that if someone comes to me with a complaint decorated with a lot of four letter words I am inclined to suggest a holiday in the hot place.

Rob
I have been polite.....Only once did I get so frustrated that I was shouting. What frustrates me so much is the lack of information/communication!
Now every time I call I immediatly ask to speak to customer service supervisor.

[Mike Bama]

I have been polite.....Only once did I get so frustrated that I was shouting. What frustrates me so much is the lack of information/communication!
Now every time I call I immediately ask to speak to customer service supervisor.
Speaking to a customer service sup really does no good. UPS started farming out their customer service work, years ago. The people that you talk to on the phone are not UPS employees. I have to agree, that part of their service has gone down hill. Those people don't know what goes on. All they can do is relay the information to the delivery center that handles your area. After that, it's up to the center manager to keep the ball rolling. The driver is always caught in the middle, because he is the one that is in constant contact with the irate customer. The local customer service reps are strictly on commission, where 10 years ago were on salary, and I'm not sure if they are in fact UPS employees.
I think UPS has improved a lot over the years, but like any company there will always be employees that just don't care.
What I would do is get the name of the building manager in your area, and contact them directly. The driver should give you that info, if you ask him.
That being said, UPS is in the business of making money, and they know the way to do that is keep the customers happy. I realize people are going to have issues, but in the 30 years I have been doing business with them, I have had only one problem, that was quickly resolved.

You don't really think they have gotten to where they are today, by screwing people over, do you?
I have to agree with Rob. Sometimes it all how you approach the situation.
As far as the UPS Stores? Those are just UPS franchises.

Mike

[PioneerGuy75]

Here is what pisses me off about Ebay.....
TOO SELLER FRIENDLY!!
Had I not paid for these they would have numerous claims against me.
BUT since I did I cannot even file a complaint with Ebay in regards to the seller.
Ebay's perspective: "Ok he has the phrases "NO returns NO refunds" and "Not responsible for items damaged in shipping."" Seller off the hook.
Shipper perspective: Packing was garbage we will not stand behind it.

Who gets stuck in the middle?? THE BUYER!!!

SO, now I have $250 speakers that are bashed n battered and maybe worth $20 in parts and all I can do is leave negative feedback. :no:

EBAY EBLOWS!!

Oh well this is exactly why as soon as this mess is over I am yanking my Ebay account and playpal as well.

OK I'll get off my soap box.....

[merrylander]

So much for eBay/Paypal 'insurance' BS, now you know why I stopped selling on eBay and rarely buy, they are almost as bad to deal with as MasterCard.

Rob

[dstone120647]

I beleive you can have sellar send you paper saying he give all rights to you. The item is yours and he gives you permission to all claims and moneys. Fedx allowed me to bring item to there shipping place to look at, and you can keep item in your possesion.Fedx picked up damaged item from me,was supose to return to me but went back to sellar by mistake. Went back and forth from St. Louis, my home, to Cal. sellars home, for 2 months before I received item back.Insist you want to keep possesion of item and get release from sellar. It worked for me,but that was Fedx.

[PioneerGuy75]

Here is how the claim process REALLY goes:
1) Package arrives beaten n battered bashed n trashed.

...

14) Last donkey supervisor spoken with assures a call within the day and that a "compalint" has been attached to this claim.

Still waiting on that call..........................

OOPS hopes by this time you get so pissed off that you forget all about claim.




"UPS- The DUMBEST schmucks in the shipping business"
"What can BROWN do TO you?"
BROWN like a pile of SHIT because they are as smart as yes a PILE OF SHIT


Oh and to anyone that works at UPS.....YES IT IS PERSONAL!!!!!!! :thumbsdn:


Call NEVER came....spoke with three more supervisors and now they are telling me that they do not do "on site" inspection for value under $2500

Do I smell a fish??

[merrylander]

I really can't complain since 98% of what goes out of here arrives safely at the distant end, It took a while to train the FedEx drivers to use the wireless doorbell that I installed by the garage door because that is where they used to drop everything and run. It turns out that most FedEx Ground drivers around here are contract workers and probably have to go like hell to make a living. The DHL driver is a sweet little thing, really fun when she has to deliver a 55 pound receiver, so I help her out with those. Even gotten to the point where FedEx now drops stuff on the front porch and rings the bell. I don't know when these drivers start in the morning, I do knw they can still be going late into the evening.

I have had a very few things broken and because of the way that happened I now buy new boxes from Uline or a local box store. I will only reuse a box if it is still solid or is double wall.

Rob