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 Poor Customer Service by United Parcel Service Regarding Claims
Posted Fri May 4, 2007 12:00 pm, by Todd D. written to United Parcel Service
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On March 14th we had an item shipped which we won in an online auction. The unit was piece of pharmaceutical testing equipment that new would have cost us over $30,000 - we were able to find this unit for $6000 + fees, etc. We paid the UPS Store an additional $150 for "fragile packing service" and an additional $50 for "pickup". Tracking Number is *****.
When the unit arrived it looked as if it was dropped from a 2-story building. We immediately noted the damage to the driver and filed a claim with UPS. They are blaming the UPS store, the UPS Store is blaming UPS... and on and so on...
Now they are telling us that they will come take the unit and then send a check to us for $6000. All this ONLY AFTER they come take the unit away...
We are losing $150 per hour of billable time for each hour this unit is not in our shop.
Give us a check to have the unit repaired to normal working conditions. We had the manufacturer come give us a quote on repairing the Unit vs. purchasing one brand new - we can't afford another $30,000 to replace this unit.
We want to keep the unit and get a check to have it repaired back to working condition.
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by Retail G Posted Sat May 5, 2007 @ 10:51 PM
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I'm confused. If you won it in an online auction, then did someone
else ship it to you? It reads like you shipped the item yourself. Am
I missing something?
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by Lee H. Posted Sat May 5, 2007 @ 12:19 AM
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Both Red and Bill have stated some interesting points.
Ultimately, the $30,000 would be easily paid for as long as you really
are loosing $150 per hour. This would be assuming you are billing out
for it on a regular bases.
UPS insurance is very clear. You declare a value on the package and
this the amount you receive, but only after UPS receives the
merchandise back. You are not entitled to, nor are you able to have
the merchandise repaired and still received a declared value of $6000
for the merchandise.
Whereas it sounds like the $6000 price plus the cost of repairs is
still a better value than that of the $30,000, you'll want to let UPS
of the hook and just get the repairs done.
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by Bill R Posted Fri May 4, 2007 @ 11:39 PM
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Todd D.,
Too bad. A real conundrum.
If you accept the $ 6k they essentially reimburse you for your loss,
they get the unit and you go looking for another deal.
While repairing the damaged one makes sense paper it could cost more
than the $6,000.00 but I don't see a reference to amount in your
letter.
You might want to check with your busines insurance agent and see if
they have a suggestion.
I hope UPS gets your letter.
Make sure you stop back here and let us know how this shakes out.
Bill R.
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$30,000 divided by $150 an hour is 200 hours, divided by eight hours a
day is 25 days.
If you really are losing $150 an hour by not having this machine, then
you could buy one for $30,000 and it would be paid for in a month.
(Not that this negates UPS's obligation to make this problem right for
you.)
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