Question about shipping damage

When I shipped a bike frame, UPS drove a forklift blade through the box and snapped the carbon fiber chain stay right off. They denied my claim through three appeals. Their (the outside company UPS contracts to deny...errr...process claims) reasoning was that I packed the bike myself and it was inadequate. Never mind that I used an original Competitive Cyclist heavy duty box, zipped tied the frame to an internal full size, heavy duty cardboard plate in 10 different places, and placed foam around frame, stays, and forks.

I have purchased/received/shipped many frames and the only way this frame could have been damaged is if they ran a forklift though it or possibly drove over it with a semi-truck. Since there was a big hole in the box right where the chain stay was snapped, I would say any rational human being would acknowledge that UPS was responsible. Unfortunately, UPS looks at claims purely as a cost to be minimized by denying and stalling, rather than an element of customer service.

Advice: find a way to punch out of the contracted company that is processing the claim. I tried three times and was unsuccessful. Eventually, by dumb luck, I managed to contact a high level UPS executive through business contacts, explained it was a personal shipment, but that I was very frustrated with the claims process and the outcome. He took my info, told me someone would contact me in 30 min, and they would help resolve it. In 3 days we got it resolved to my satisfaction.

The claims department is an outside service that handles UPS claims...they can send you paperwork that you can fax (!)back to them to plead your case.

Geez, like a carbon fiber bike frame really needs a forklift to pick it up.
I won't ship my vintage Cinelli!!!

I will tell you my horror story, I had UPS store ship an amp for me in the original double box that it was shipped to me in brand new. I insured it for the full value and had disclosed exactly what was being shipped. The buyer got the amp and the box had obviously been dropped, the tube cage had come off and wrecked the tubes and scratched the casing. I filed a claim with UPS who picked up the amp and delivered it back to the UPS store where I shipped it. I reimbursed the seller for amp and shipping.

UPS denied my claim saying that they didn't pack it and that the packing was insufficient given the weight of the amp, that it should have been on a pallet. They didn't say that when I shipped it or took my money for insurance. I have appealed to UPS, found a UPS corporate person that didn't help much because they said since it was UPS Store, not UPS that bore the responsibility. I threatened to sue the owner of the store and even have a voice mail with the employee who took my amp saying I was right, it was packed properly. They sent me a check covering the cost of the tubes plus the cost of having it checked by a technician. It was just checked out and I am going to be picking it up and putting it up for a local only transaction.

What I find obnoxious is that UPS/UPS Store can take your money for insurance and not pay if something happens. I still might sue them in small claims court just for fun.

Geez, like a carbon fiber bike frame really needs a forklift to pick it up. I won't ship my vintage Cinelli!!!

Iso - yeah, I don't blame you. Is it Reynolds steel or True Temper? I owned a vintage Motobecane with Reynolds 531 steel frame and some of the most ornate lugs. Picked it up at a garage sale, paid $100 for it and it had Campy Grand Record group. Loved that bike, but regrettably sold it when I started racing to fund a more appropriate race bike. If I had a little more disposable income at the time, I would have kept it.