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  3. 192641-171779

Package Has Disappeared in USPS System

I recently purchased a modestly expensive audio product over the Internet, paid for by credit card, to be shipped to me via the USPS Priority Mail system, with tracking and insurance.  The vendor, who will go unnamed at the moment out of respect for past good service, emailed me that the package shipped on 20 December, although the package did not show up in the USPS system until about 27 December.  Being a patient guy, I figured that the USPS is slow in keeping up with demand over Christmas.  On about 28 December, the USPS tracking system said the package had been received, had been sent to a regional distribution center, and had been shipped on from there.  However, and now it gets "interesting,"  on 31 December, the USPS tracking system said that the label had been created but that the package was not in the system.  In other words, the package had "disappeared" from the USPS system.  At several points in this saga, I contacted the vendor to express my concern, especially after the package disappeared from the USPS system; their response was that I should be patient and await further developments..

On 2 January,I contact the vendor, suggesting they initiate a missing package complaint, file an insurance claim, and requested that they send me a replacement product, assuring them that I would promptly return the first item if it ever showed up. (Coincidentally, on the same date I read a reputably-sourced news item about rampant theft by employees in the USPS system--hardly reassuring.)

The vendor's response again was that I should be patient--in spite of my pointing out that the USPS had obviously lost the package--and await further developments.

However, in spite of normally being a very patient guy, I think, with two weeks having passed and the USPS tracking system now saying they haven't received the package that they previously acknowledged having, it is time for the vendor to send me a replacement item.

I will never use the USPS system for product shipment if there is any other viable alternative.

Several questions come to mind:

1) How long is reasonable to wait for a package that should have been delivered in one to three days?

2)  At what point should a vendor realize that good customer service means providing the customer with a product they shipped with tracking and insurance?

3)  Would it unreasonable for me to tell the vendor that if they cannot provide a replacement product within a few days, I would like my money refunded?  (I am prepared to contest the charge on my credit card for non-performance.

4)  Am I being unreasonable?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 









































 

mike4597
thecarpathian's avatar
thecarpathian
4,591 posts
 

@grislybutter ,

Yes, often it's about the principle, not the money.

Post removed 
grislybutter
3,180 posts
 

@old_ears

by design, in today’s wild and crazy climate, you cannot politicize stuff (more than it is already deeply immersed in who managed to send it downhill). Everything is political, even if we ignore it.

mike4597 OP
104 posts
 

The package arrived today, and, as it was superbly packed by the vendor, it came through in fine shape.  I do wonder about the story it could tell about its travels.  I recall an old joke in the Army about never alienating the Transportation Officer … for if you did, there was the distinct possibility your household goods shipment might end up in Adan, Alaska—an island well out in the Aleutian Island chain … at the start of winter.

to all, thanks again for your input.  I won’t be using the USPS for any valuable or time-urgent shipments in the future when other options exist.

 

and, for Carlsbad2, I have no such illusions and make no such assumptions as you have mentioned … beyond the expectation that 1) modern tech should make tracking shipments fairly easy, and 2) having your tracking system say “we don’t have the package” after it said “we have the package” and then, the next day, it shows up at its destination over 1500 miles away, and 3) if a service advertises a certain level of performance, they should work to achieve that level of service … or change their advertising.  Still have a blessed day, filled with great music of your choosing, performed and reproduced with great quality!

bassbuyer
149 posts
 

Sorry to hear about your experience buying online.  To answer your questions:

1. 30 days

2. 30 days

3. Yes

4. Yes

it looks based on the updated comments that you will hopefully receive your shipment tomorrow.  I find the most important thing on ordering online is the seller.  I’ve had good and bad experiences with all shippers in the US.  The only thing that made it right when things went bad was the seller.  If the seller is responsive and follows up I can deal with delays.  If not, I don’t buy from that seller again, even if things eventually work out.  There is so much competition online that there is no reason to frequent a seller without good customer service.  As always, buyer beware.  Hope things work out for you.  

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