• Report: #951844

Complaint Review: UPS

  • Submitted: Sat, October 06, 2012
  • Updated: Mon, October 08, 2012

  • Reported By: Jack — Culpeper Virginia United States of America
UPS
55 Glenlake Pkwy NE Atlanta, Georgia United States of America

UPS United Parcel Service Destroyed Computer During Delivery Atlanta, Georgia

*Consumer Comment: Why are you bent on focusing on only on UPS for the blame?

*Consumer Comment: What about the manufacturer?

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I recently purchased a computer valued at $1,700 back in August. The computer was shipped to me via UPS, and arrived at my home after being tested and shipped by the manufacturer. When the computer arrived, I noticed the wooden crate it was shipped in had a number of boot/shoe prints on it, but I did not pay much attention to it. I opened the crate and connected the computer, very excited to turn it on. To make a long story short, it was later discovered that the motherboard and graphics card were damaged in shipping, and I would need to send the system back for repairs. This was frustrating, but the situation got much worse.

I was told to take the system to a UPS store and ship it back. When I reached the UPS store I was told they could not send my system as it was valued over $900, and would need to contact a driver to pick it up. The staff at the UPS store was by far the most rude people I have had to deal with, and they have always been that way at this particular store. When I finally got them to give me the number to call for a driver, the driver was rude and tossed my 80lb computer in the back of his truck like it was a box of tennis balls- very carelessly.

The system was repaired and sent back to me with even more foam and materials packed inside that before, but when it was delivered the driver placed the crate on it's side, when it is clearly marked which side is "up". I once again noticed boot prints on the crate, but this time it was covered in prints on ALL sides. I took pictures and opened the system and once again attempted to start it. It did not work, and opening the system up showed significant damage inside- a broken fan, and the motherboard and graphics card once again broken. I have once again sent the system in for repairs, and was treated with disrespect by UPS once again. This system was expensive and although the parts are being fixed I have no way of knowing if other components are being damaged that will become evident in the future. I am sure the system will come back to me later this month likely broken again and I am very frustrated with UPS.

This report was posted on Ripoff Report on 10/06/2012 08:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/UPS/Atlanta-Georgia-30328/UPS-United-Parcel-Service-Destroyed-Computer-During-Delivery-Atlanta-Georgia-951844. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Why are you bent on focusing on only on UPS for the blame?

AUTHOR: seeworthy - (USA)

Let's make lots of assumptions. We'll assume this computer tested fine before it was crated. We'll also assume, because of the somewhat unorthodox crating, that this was a custom built computer that came from a private party rather than a major corporation. We'll also assume the crate was made of sturdy plywood and screws, rather than thin chipboard and nails.

I'm not sure how shoe prints from sliding or stepping on a crate can affect the contents. In order for a mother board or graphics card to be physically damaged due to shipping with any company, the crate would have to be cracked or falling apart and the computer case would have to be crushed. Let's assume that wasn't the case. Assuming this was a custom computer, and not a standard commercial model, those circuit board/cards are often not fastened or secured the same. Those boards/cards are often only friction fit into the socket. They also often have no mounting guides to keep them from bending or vibrating out of place. When these cards are not mounted, as is typically done for commercial used, they can come lose then rattle around causing yet further damage to other internal components. This sort of computer build should not be intended for commercial shipping, as it is impossible to prevent basic shock and vibration while in transit. All carriers clearly explain this in their websites.

I can't validate without research much beyond the past 20 years, but both UPS as well as FedEx have always accommodated up to 150 lbs. Over that, they utilize their freight service. No transit service accommodates package labeling such as 'PERISHABLE', 'FRAGILE', 'THIS END UP', etc. Shipments are handled the same regardless of markings and are protected only as well as they were packaged by the sender. If that packaging meets carrier guidelines, carrier caused damage virtually never occurs.

Who told you to take the shipment to a UPS Store? $900 of value is irrelevant and they can insure any amount. Over $1000 requires a driver's signature. If you were not paying for the return shipment, then the person that shipped the computer to you would have to open a claim and request that it be picked up for return. It appears it is also safe to assume that you were given incorrect information regarding the computer return, and it did not come from the shipping store. The business/individual that you purchased the computer from needs to correspond directly with the carrier for any claim and return arrangements.

Was the crate damaged? Was the computer case damaged? How were the mother board and graphics card mounted? Just for kicks, why not crate the identical repaired computer and ship it FedEx next time. The shipping is identical and the people there are also human beings. It is very possible that the internals of that computer need proper commercial assembly to be handled more than just setting it under your desk.




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#2 Consumer Comment

What about the manufacturer?

AUTHOR: Larry - (U.S.A.)

When you purchase something that is to be shipped, the seller is usually responsible for getting the product to you in good condition.

The manufacturer is either not packing their products very well or they are choosing the wrong shipper.  From what I understand this is a heavy item in a large wooden crate.  This means it is always going to placed at the bottom of the stack and, as you have seen, it will be used as a stepping stone.

UPS used to not accept packages of over 50 lbs., but I guess that has changed.  Still, the manufacturer has chosen to ship by a carrier not accustomed to handling large items.  

I am also a firm believer that the longer an item is in the hands of a shipper the more likely it is to get damaged.  Therefore, faster is safer.

You and the manufacturer need to get together and find a better means of shipping this computer.  Air freight comes to mind, but you may be able to find other choices.
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