Throughout my career I have been solely responsible for moving hundreds of thousands of dollars in shipping from Fed Ex to UPS. Now, as a small business owner, using UPS firsthand I'm discovering that they are by far the greater evil. Thanks to horrendous hiring practices they prove to be consistently incompetent. They have far too frequently damaged securely packaged items from a $12 coffee mug packed in 275lb test corrugate (you can stand on the box without crushing it) to the most recent $1900 printer packed in a wood crate.
Somehow they managed to not only destroy the wooden crate but also completely destroyed the printer in the crate. Sometimes I wonder if they have an arena somewhere in the midwest where they practice hurling items item the air and impaling them with heavy machinery. Although I had purchased insurance, they immediately denied the claim through their lackey - Crawford & Company. Crawford initially denied the claim saying the packaging was insufficient and that the packaging itself caused the damage.
Did I mention this was in a wooden crate? Well, inside this wooden crate the printer was cushioned with over 3"thick foam, as well as folded corrugated sheets on each side and void filled with packing popcorn. Yet they still managed to instantly deny the claim for insufficient packaging - despite the fact that they accepted the package AND accepted the insurance I purchased. (Does this sound at all like the plot of Erin Brockovich?). Then UPS could not locate the package - for weeks! After daily calls and threats of legal action, UPS somehow miraculously found the destroyed item and delivered it.
After the recipient supplied photos of the damage and I made constant complaints for days, they then accepted the claim, asked me to send proof of items value. I initially mailed in the forms, regrettably without sending them certified mail. After a few months with no response I called Crawford. They claimed they never received the papers (I suspect this was a convenient coincidence). The re-sent me the forms via email - I immediately faxed back with the invoices and the receipts.
After a few days I receive a message saying they need to have repair estimates and proof the item is irreparable or they'll need the item for salvage. At no time during this entire process did they mention that they needed any of this. Now this is been months later. This was a purchase on Ebay and I don't have any contact with the recipient as he is no longer on Ebay. I called Crawford to explain the item had been destroyed once the claim was approved and that I also have no contact with the person that received the item.
After along argument that became pretty heated I asked to talk to a supervisor. Their EXACT WORDS "It is not our policy to connect you with a manager or supervisor. I can send them a message and have someone contact you." NOT OUR POLICY?? After months of all of this nonsense, one would think that they would pay the claim and keep a long standing customer. Instead they choose to stall and manipulate for a mere pittance in relation to the billions of dollars they generate.
I know, if a customer receives and item they bought from me that they aren't happy with, I send them a new item, no questions asked. If I send someone a product they purchased from me and it is destroyed by an incompetent third party that I chose to use, I send them a new item, even though the reason for damage has nothing to do with my services.
UPS doesn't stand by their services and, to take it a step further, they let you pay for a guaranteed delivery of undamaged goods and then do not honor this promise. UPS is a corporate giant with a policy of unethical, bullying tactics. Something needs to be done to stop the corporate greed and protect the consumer. We need a class-action suit or an nationwide boycott!