This is probably not be the fault of the UPS store but I am caught between the store and UPS itself. Maybe someone knows how I can get around this.
We shipped an Onkyo receiver sound system for warranty service dropping it off at the UPS Store in Auburn, MA on Jan 1 with an estimated delivery date of Feb 1. We insured it with a declared value of $200 (when purchased, it was $320 including the speakers...since it was only the receiver that wasn't working, that's all we sent for service). The service locale was only 45 miles away and I now wish we had taken the time to drive there.
On Feb 5, the service center called saying the unit was so badly damaged in shipping that it was no longer covered under warranty and that we should initiate a claim with UPS which we did. They were supposed to have picked up the unit for inspection on Feb 6. The UPS inspector called us on that day and said he had picked it up and would get back to us within 30 days.
We got a call today (April 2nd) from the service center saying UPS never showed up. We called the UPS Store who were at a loss to explain it and they started the claim process all over again. Here is the tracking record:
4/2/2013 11:13:00 AM DAMAGE INSPECTION SCHEDULED CHELMSFORD, MA US
2/6/2013 11:13:00 AM PACKAGE REPORTED PICKED UP CHELMSFORD, MA US
2/6/2013 11:13:00 AM PICKUP SCAN CHELMSFORD, MA US
2/5/2013 11:10:00 AM DAMAGE INSPECTION SCHEDULED CHELMSFORD, MA US
2/1/2013 10:59:00 AM DELIVERED HAVERHILL, MA US
2/1/2013 6:18:00 AM OUT FOR DELIVERY CHELMSFORD, MA US
2/1/2013 1:27:00 AM ARRIVAL SCAN CHELMSFORD, MA US
2/1/2013 12:38:00 AM DEPARTURE SCAN SHREWSBURY, MA US
1/31/2013 9:05:00 PM ORIGIN SCAN SHREWSBURY, MA US
1/31/2013 6:04:00 PM BILLING INFORMATION RECEIVED US
At this point, it's more than two months since we shipped it and you can see that UPS claims they picked it up Feb 6 and now we are being told that they will actually pick it up in a day or two (April 3 or April 4)...something I have less and less faith in. The warranty -- which may be moot anyway -- is close to running out and I can't seem to establish who I can talk to. The UPS Store is pointing at UPS itself and UPS customer service says our beef is with the store...that since we shipped through them, we have to deal through them.
In the meantime, we had bought the Onkyo unit to have decent sound from our television. I have speakers but no sound, no expectation of having sound, and see no indication that UPS cares.