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DPChallenge Forums >> General Discussion >> UPS Lost My Lens, Claims not Responsible?
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Showing posts 26 - 50 of 53, (reverse)
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 07/07/2007 03:27:26 PM · #26
UPS stores are not run by UPS; they are independent franchises. Acording to UPS' tariff (the contract by which shipment services are governed), acceptance by a UPS store does not warrant that the package is acceptable for shipment.

You also do not have a right of to offset a claim against UPS charges.

That said, if it was UPS and not the receiver who threw away thepackage, they'll have an uphill battle. It may take some persistence and patience on your part, but they'll pay the claim.

I agree with Shannon. This is a textbook theft. I highly doubt standard procedure calls for the delivery person to discard the damaged package.

~Terry
 07/07/2007 03:28:00 PM · #27
well i hate to say this out loud... but i work for UPS... I do not handle packages, or even work near any boxes, I work in the IT headquarters. I can, however, get a representative to call you to settle this. If you want, you can PM me your phone number, address, and stuff like that, and I can have one of our reps call you.

On another note... you are definitely in luck that you brought it to the UPS Store... like others have said on here, if it was packaged insufficiently, they would not have accepted it. (they will not be responsible for it, but they aren't dumb, and if something is falling apart or insufficient they will bring it to your attention) AND... it was scanned numerous times without an issue... When you talk to someone, make sure you point out the problem seemed to have occurred during delivery, that thanks to UPS TRACKING, that is evident.

Like i said... if you want, i can give your information to our reps and they can work with you to get it resolved, and if they cant help you, I have ways to get it escalated until you do get an answer. I have dealt with an issue somewhat like this before and it was taken care. Just let me know!! :-)

Sorry my company sucks!! hahaha...

EDIT... they should have delivered the empty box, regardless... its supposed to "close the loop"

Message edited by author 2007-07-07 15:31:08.
 07/07/2007 03:47:04 PM · #28
My job involves me ordering tons of parts for my company, and I can tell you we don't like UPS. UPS tends to lose packages for some reason. I've even seen a case similar to this where the contents were lost and the box destroyed. We weren't the shipper, so we didn't have to deal with them. I'd imagine that this is very common for them though, and that a polite inquiry would get you something for your troubles.

From what I've heard they have so much stuff going through their hubs that they don't even try to repackage. They'll just sweep the floor with all the goods into the trash. That's what I've heard, but it doesn't make sense to me. If it's true, UPS is a great place to work for with excellent bonuses (ie. lenses and whatever else falls out of the boxes each day).
 07/07/2007 04:00:22 PM · #29
Originally posted by jeannybeany:
well i hate to say this out loud... but i work for UPS... I do not handle packages, or even work near any boxes, I work in the IT headquarters. I can, however, get a representative to call you to settle this. If you want, you can PM me your phone number, address, and stuff like that, and I can have one of our reps call you.

On another note... you are definitely in luck that you brought it to the UPS Store... like others have said on here, if it was packaged insufficiently, they would not have accepted it. (they will not be responsible for it, but they aren't dumb, and if something is falling apart or insufficient they will bring it to your attention) AND... it was scanned numerous times without an issue... When you talk to someone, make sure you point out the problem seemed to have occurred during delivery, that thanks to UPS TRACKING, that is evident.

Like i said... if you want, i can give your information to our reps and they can work with you to get it resolved, and if they cant help you, I have ways to get it escalated until you do get an answer. I have dealt with an issue somewhat like this before and it was taken care. Just let me know!! :-)

Sorry my company sucks!! hahaha...

EDIT... they should have delivered the empty box, regardless... its supposed to "close the loop"


Thanks--sent you a PM!

(And thanks to others for all the support and advice!)
 07/07/2007 04:01:27 PM · #30
Originally posted by aliqui:
My job involves me ordering tons of parts for my company, and I can tell you we don't like UPS. UPS tends to lose packages for some reason. I've even seen a case similar to this where the contents were lost and the box destroyed. We weren't the shipper, so we didn't have to deal with them. I'd imagine that this is very common for them though, and that a polite inquiry would get you something for your troubles.

From what I've heard they have so much stuff going through their hubs that they don't even try to repackage. They'll just sweep the floor with all the goods into the trash. That's what I've heard, but it doesn't make sense to me. If it's true, UPS is a great place to work for with excellent bonuses (ie. lenses and whatever else falls out of the boxes each day).


I would love to get bonuses like that... The nice big B&H boxes with some L glass would make my day. Don't give up! If you don't get any satisfaction go higher! My mother is the Queen of dealing with stuff like this. She goes straight to the CEO of the company (whether he is in the office, on the golf course or on the yacht).

The nice approach works very well and I prefer that. There are some cases where you need a little force though!
 07/07/2007 04:08:53 PM · #31
Anyone contact Art Roflmao yet? I can smell the smoke already.
 07/07/2007 04:30:21 PM · #32
Originally posted by jeannybeany:
... they should have delivered the empty box, regardless... its supposed to "close the loop"


I've received a couple of mangled, empty boxes from UPS, but they're certainly not alone. My best experience was with a roll of 36" semigloss plotter paper that Fedex delivered. The box was mangled, and the paper was replaced with a roll of roofing material! :-O
 07/07/2007 04:54:00 PM · #33
With all the package scans along the way, that would definately support your case that it was packaged fine but mishandled during the last stage of delivery.

I had a camera disappear during ground delivery from DHL. I came home one day and found it at my door. The outside box had the "tamper proof" tape on the bottom broken and retaped. Inside the box was the camera box with all the paperwork and CDs but no camera or hardware. That had been taken out, the camera box closed up and replaced into the shipping box and that retaped. If someone had taken it from my door, the whole box would have been gone. The shipper (Dell) quickly sent me a replacement.

I hope you can get yours resolved. And you had better pay the shipping costs and try to get them refunded later or they can get you for non- payment and possibly hurt your credit rating.
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 07/07/2007 05:26:58 PM · #34
that's wild! i can't compete with any of those stories, but i did send a lens back to Sigma that had a lens alignment problem for warranty work, and shipped it off on wednesday from the local UPS store, using an old box the office i worked for had received some computer parts in from ups. (wow that has to be considered a run-on sentence...) anyway, i get to work the next day, and my boss told me that i had received a package, and it was the same box i shipped out.

what happened was the box had an old ups label with the "to" address being my office, and they did not mark it off before shipping it. it had the new label on it, but according to them it was still shipping around, God knows where...b/c the old label had been delivered twice. confusing, i know, but i was pretty pissed :D

now back to your reguarly scheduled UPS gripe...
 07/07/2007 05:34:52 PM · #35
Originally posted by scalvert:
My best experience was with a roll of 36" semigloss plotter paper that Fedex delivered. The box was mangled, and the paper was replaced with a roll of roofing material! :-O

Probably thought there was a hidden camera somewhere or someone was playing a joke on you, cuz' that's just plain odd.

The look on your face I imagine would have been priceless.
 07/07/2007 05:51:35 PM · #36
And I'm pissed off when the Dutch post-people folded my photos for clients...

Good luck with this Neil, I hope things turn out allright for you.
 07/07/2007 05:51:54 PM · #37
I imagine that roofing material would have been hard to print on.
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 07/07/2007 05:53:25 PM · #38
They tried that "insufficient packaging" crap with me once.

After I explained that I knew it was adequately packed because I packed it myself, that I was also a test engineer that routinely tests hundreds of packages to their test specification and that my own packaging would easily pass that test, they paid my claim without another word.
 07/07/2007 07:28:57 PM · #39
Im home for a break.... I talked to my friend who used to work for ups.... she said it totally sounds like a theft.... she said ups is NOT supposed to discard the packaging.... she also related to call the corporate office.... "corporate inquiries make their butts pucker" she said! LOL
 07/07/2007 07:56:23 PM · #40
One of my main responsibilities at my last job was to research, report, and resolve shipping claims for a video game company. I've seen lots of crazy stuff. I would put all my money on internal UPS theft.
You are definately entitled to the replacement cost (declared value, I guess) of the item, especially since they destroyed all the packaging. Just don't let them give you the run-around for too long. Be direct and polite and just make your way up the chain until you get what's yours, taking notes of who said what when as you go.

eta: my crazy anecdote: before the game Scarface came out, a shipment arrived with a few dozen copies replaced with bottles of drain cleaner that had busted open in transit. I quaranteened the entire shipment and we (my company, EA, and UPS) duked it out. We eventually won.

Message edited by author 2007-07-07 20:00:17.
 07/09/2007 01:43:24 PM · #41
Any progress Neil?
 07/09/2007 02:53:04 PM · #42
jeannybeany has been initiating action within UPS. We'll see what happens. A big thanks to her, and to all who have helped here. This is yet another example of how this community is unrivaled on the internet (and in the non-virtual world too!).

I'll post as soon as I hear something!
 07/09/2007 03:06:37 PM · #43
Go get them Neil!! Don't get me started with UPS. I have been on the phone fighting with them since July 2, trying to get a package to one of my customers. I told the one guy, you don't want me to get pissed cause then head will roll. Stand your ground and don't take the bs that it was inadequate packaging. I have won a case against them because they tried to pull that. Good luck and keep us posted!!
 07/12/2007 10:43:03 PM · #44
Update? Don't make me call them again, lol. Seems most UPS peeps were thinking the same thing. Go jeannybeany and Neil. I love it when the little guy can cause grief to deserving corporations, lol.
 07/24/2007 05:27:21 PM · #45
Inquiring minds want to know what happened here! Update?
 07/24/2007 05:40:53 PM · #46
Here's the latest.

Thanks to our DPC insider ( jeannybeany), the matter was "reconsidered" and followed up. It took some additional internal prodding when nothing seemed to happen, but then the denial of claim was reversed, they sent me a claim form, which went in Friday or so. According to the website, my claim was approved, and now I'm just waiting for the check!

For reference, the key factor at least seemed to be the fact that I dropped it off and got a receipt from a UPS store. I paid for it online, but brought it there, they weighed it, and gave me a shipping receipt. If I had improperly packed it, they would/should have said something. Not to mention it was checked in more than 6 times as it went to CA.

Thanks to everyone for the support, and especially to jeannybeany.

Message edited by author 2007-07-24 17:43:27.
 07/24/2007 05:56:03 PM · #47
Wow! Great news, once again the power of DPC and its members seems to have got the required result. DPC is getting powerful, its members spread across all walks of life. Good news for all of us and especially you, nshapiro. A big cheer for DPC!
 07/24/2007 06:09:20 PM · #48
Just to share in the lost mail stories...last year FedEx lost a $10,000 pump impeller we had shipped to western PA to be coated. After about 2 weeks of looking they found it in I believe Utah... Not a big fan of FedEx now, but they did find it = P
 07/24/2007 06:41:31 PM · #49
File a better buisness bureau complaint!
 07/27/2007 03:32:34 PM · #50
Just for closure, the check arrived today. Case closed.

Thanks again to jeannybeany and all who lent help and support.
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