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UPS Shipping/Damage Claim policy experience

For your general information:

I made a claim to UPS regarding an item bought through A'gon. It arrived in what I call 4/10 condition; the shipper (a newbie) says he sent it in 8/10 condition.

I made a claim to UPS, preferring to believe the shipper that the item arrived damaged.

Apparently, in the eyes of UPS the machine still belongs to the shipper and will only pay him. Moreover, they refuse to have any scale for damage. If you send it to them as damaged, you better consider it totaled since you are unlikely to see it again.

In my case it would have been better to pay to have it repaired independently; it would have been more money out of my pocket, but I feel I would get a semblance of what I paid for. Now I may not get the item back and the shipper will end up with my money twice!!!

Hope this never happens to you, but beware of who you choose to ship with. For me, it's now always going to be the USPS.
mrfonda
pbb
1,140 posts
 
Although I won my only claim against them in Small Claims Court, I may not have needed to go there had I not asked their claims examiner if there was any truth to the rumor that "UPS" stood for "Ur Parcel Slipped".
audiolui
295 posts
 
Although I haven't had any damaged packages using UPS, I always try to stay away from it and use Fedex. The packages handled by UPS often times are delivered with dents, small holes, crushed corners, etc. UPS handles packages very roughly. I am quite happy with Fedex.
ejlif's avatar
ejlif
1,377 posts
 
You should get your money back from the shipper and he should deal with UPS, unless you agreed that he would not have any responsibility with shipping damage should it occur. I shipped a CD player years ago and it arrived damaged and not working. I immediately refunded the buyers money and then went about going after UPS for the claim. I had to file a lawsuit in small claims court to get my money. They paid me one day before the court date. They also returned the CD player to me, so I ended up with full retail price as well as the broken CD player. I sent it back to the manufacturer and they repaired it for free and I was able to sell it again later. Good for me, screw those a$$holes, they should not sell insurance on their shipping if they don't want to cover it when they mishandle it!
ponnie
233 posts
 
I agree with the other gentleman when he says you were taken by the seller. First, did you contact the seller and inform him the item was damaged? If not you need to do that. He has to file the damage report. Support your end with pictures. Usually, there is damage to the box to confirm your story. If such a damage exists then you should be just fine. Make sure the person on the other end
acknowledges that he will either accept the package back for a full refund and he can has it out with UPS but do this with UPS involved ONLY!!! Or you keep the item and he will forward you the check to get the unit repaired to your satisfaction. UPS will always try to discourage you. If you are not able to get this matter resolved call the UPS customer service center (Claims) and ask for a supervisor. They should come to your home to inspect the item NOT pick it up or have you drop it off. You will not be left unprotected unless you do something S????D (you get the picture).

Don't let someone tell you differently, they will come out to inspect the item. But the seller must do his part to settle this with UPS. I believe he can sign his rights over to you to handle the claim especially if you arranged for the shipping and pickup on your account.

If all fails and the seller does not want to assist you contact Audiogon immediately with your problem. They can suspend the seller's listing priviliges and make sure he does not take advantage of someone else.

If I sell anyone an item I will graciously, help with filing a claim. But get everything supported with pictures.

If it was packed and shipped in a UPS store they have a 100 percent gurantee to make sure the item arrives. That could change from store to store since they are privately owned. In my neck of the woods they will protect the seller. They charge you handsomely too.
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