UPS UPS WILL NOT PROCCES DAMAGE CLAIMS. CAROLINA, Puerto Rico

Response to Steve M,

Obviously you get treated differently as you are an authorized shipping location.

However, I know from past experience, I have had a few claims, and they were NOT due to improper packaging.

One was smashed altogether and still had the big footprint on it to prove the UPS driver used it as a step stool. Another one was thrown, and I guess the reciever missed as the whole corner was smashed in about 4". I could go on and on.

One was a loss claim for non delivery, although I paid the extra $5+ for ADULT SIGNATURE required. The driver was too lazy to get the signature and just left it by the door. This was almost $500 worth of product. Gone because of UPS laziness and incompetence. Although they did refund me the $5+ for the signature confirmation that I paid for and didn't get.

All items were packed in accordance with UPS shipping requirements and all were shipped in UPS approved packaging, some of which was purchased directly from UPS.

On each occasion a representative came out to my location, and like clockwork each time within 2-3 days I get an email saying the claim was denied for one bogus reason or another. The appeal process is then explained.

Every single claim was denied in the first round.

Then they ask for documentation on "cost" of the item. Well, it's a big company and thaT INFORMATION IS PROPRIETARY and doesn't just get sent out to anyone. They don't need it. They can clearly see what the items sell for everywhere, as is evidenced by the invoice to the customer, assuming a reasonable markup.

If I pay for $500 worth of coverage, that is what I should get without having to jump through hoops, especially when the paid invoice for over $700 is included. $500 is not a stretch, but rather a loss.

Damage losses go up dramatically during the holiday season with the extra load, and all of the temporary seasonal workers.

And, everyone should know that UPS surcharges residential delivery, and it is a big surcharge.

And, with all of this, I still prefer UPS over FedEx, but have actually had the best most cost effective service from the USPS and no loss claims whatsoever, and the shipping materials are FREE so it is actually a cheaper to use service overall.

No carrier, including UPS, automatically denies claims. Claims are common and primarily due to incorrect packaging. That 'correct' packaging is the detail that some peopleneither understandnor want toaccept responsible for.

No carrier, including UPS, denies a claim 'just because', and leaves the reason open to make it appear as though the company is just plain tight-wadded and unethical. To believe such is blatant ignorance, especially when the facts are so easy to learn. If a claim is denied, there is a specific reason for the denial. that reason can me verified before and after in the carrier website as a requirement for proper shipment packaging. If the box used, for instance, was a new 275ECT DW corrugate as specified in the UPS or FEDEX website, the carrier won't deny a claim for inferior boxing. Or if china dishes or a framed glass picture are placed next to the box wall, the carrier will deny a claim as it wasn't packaged according to the guidelines that are there for guidance in their websites. Many people just package what they feel is 'good enough', then let their anger/frustration cloud the facts that predefined requirements were not met.

It's no different than buying a new car, never bothering to chang the motor oil, then say the car corporation never honors their warranty when the driveline is damaged.

If the packaging guidelines are met, the carrier can't exactly say they were not. Inspections If a claim needs to be denied, at least with UPS and FEDEX, a letter with specific reasons can be faxed or mailed to the person that shipped the package. The letter also gives suggestions/recommendations as to how to package proper to avoid problems in the future. Again, those guidelines are there for referal BEFORE shipping a package.

At my shipping location, we package anything and everything for the public. Our damage ration is far less than 1 in 1000. Because we were trained by UPS and FEDEX for packaging requirements, when damage does occur no inspection is necessary. Claim approval is automatic with UPS. We also prefer UPS,as UPS is the only company that refunds our certified business with the retail packaging costs, along with the insured amount and shipping fee, in a check made out in our customers name. FEDEX doesn't even consider that refund protocol at all. Still, FEDEX is superior to the US postal service.

Just want to give you some info on the UPS Claims nightmare you are about to encounter, and that you will surely be denied at least once right off the bat.

UPS uses a third party insurer, and third party claims adjusters.

They will always deny you the first time, as this is obviously their policy to keep costs down.

I was a high volume daily UPS shipper for about 15 months. I have never been paid on 1 claim with UPS, and I have fought and appealed through every level as required. Provided every bit of documentation requested. Still denied.

Your ONLY option to be paid by UPS for damage is small claims court.

Prepare your small claims case right now if you expect to be paid.

UPS insurance is nothing more than a false sense of security, and outright fraud.

How was the TV packaged? That is did you just ship the TV in ALL ofthe original Factory packaging, or did you repackage and ship it. If you repackaged it hopefully you have receipts and can prove how it was packaged. That is going to be the biggest factor if they approve or deny your claim. Because if they feel that it was improperly packaged your claim will be denied.

According to your report this happened 4 days ago. Now while I am not defending UPS. This is perhaps their busiest week of the year and while the times they are giving you may be accurate for the rest of the year, perhaps during this time it may take a little longer.

Also, don't expect the claim process to be instant when they do come. That is they are not going to come and look at the TV and issue you a check on the spot..it is going to take a few days or possibly a few weeks.

How was this TV packaged? Original store packaging does not work well for shipping, as they were intended to be pallatized. The original packaging also is in a hollow box to prevent pressure on the screen. You would have had the same results with any carrier. Was the TV repackaged to industry guidelines, as can be found in all common carrier websites? Yes or no. If yes, what was the weight of the reboxed cardboard? How many inches from thebox wallsto the TV body? Was the base removed? Was it properly packed with no padding or pressure to the screen, with a firm reinforced box wall floating over the screen side? Was styrofoam used rather than poppable bubblewrap or newspaper? Etc etc etc...

If the answer was no to any of these questions, or if the original manufacturers box was used, then the damage was the fault of the person that sent it. I operate a shipping facility that uses all carriers. We have packaged dozens of large flat screen televisions with zero shipping damage. If damage ever does occur, a full claim WILL be paid by UPS, or from which ever carrier was used, as the item is always packed to industry guidelines.Carriers always reimburse for rare, yet occasional damage, andourcustomerlikewise isALWAYS reimbursed. This reimbursement would include our packaging fee, which other packaging locations do NOT reimburse. It's simple for us, as it doesn't cost us a penny. The carrier pays for everything. This is ONLY when items are packed to the industry guidelines.

Sounds like the claim run-around is likely due to insufficient packaging, and the sender is just not getting (or being able to accept) the answers he/she wants.Thecommunication required for theinternational correspondance also doesn't expedite anything.

The #1 issue with claim denial is NOT the carrier trying to get out of responsibility. If all packaging guidelines are met, the carrier always pays for the damage. If there was a fault in the packaging, claims are denied because it was that packaging fault that caused the damage - NOT the carrier. Without these guidelines, damage claim recovery would be a free-for-all. People would merely send their broken TV's, laptops, cameras, etc, etc, blame UPS, FEDEX, etc, for the damage, andexpect brand new equipment for free.

In nearly ten years of packaging thousands of items at this location, we have not had a single flat screen television, glass framed picture, dish, orphysicalpiece of electronics damaged.Proper packaging to carrier guidelines is there for a reason, and it does make a difference. There are those individuals (not that this complainer is one of them) that just doesn't get it or, when they do, will fight the system because they want someone else to pay for their mistake.

How was this TV packaged? Original store packaging does not work well for shipping, as they were intended to be pallatized. The original packaging also is in a hollow box to prevent pressure on the screen. You would have had the same results with any carrier. Was the TV repackaged to industry guidelines, as can be found in all common carrier websites? Yes or no. If yes, what was the weight of the reboxed cardboard? How many inches from thebos wallsto the TV body? Was the base removed? Was it properly packed with no padding or pressure to the screen, with a firm reinforced box wall over the screen side? Was styrofoam used rather than popped bubblewrap or newspaper? Etc etc etc...

If the answer was no to any of these questions, or if the original manufacturers box was used, then the damage was the fault of the person that sent it. I operate a facility that uses all carriers. We have packaged dozens of large flat screen televisions with zero shipping damage. If damage ever does occur, a full claim WILL be paid by UPS, or which ever carrier was used, as the item is always packed to industry guidelines.

Sounds like the claim run-around is due to insufficient packaging, and the sender just not getting (or being able to accept) the answers he/she wants.Thecommunication required for theinternational correspondance also doesn't expedite anything.

The #1 issue with claim denail is NOT the carrier trying to get out of responsibility. If all packaging guidelines are met, the carrier always pays for the damage. If there was a fault in the packaging, claims are denied because it was that packaging fault that caused the damage - NOT the carrier. Without these guidelines, damage claim recovery would be a free-for-all. People would merely send their broken TV's, laptops, camers, etc, etc, blame UPS for the damage, and get brand new equipment for free.

In nearly ten years of packaging tems of thousands of items at this location, we have not had a single flat screen television, glass framed picture, dish, orphysical pieceof electronics damaged in shipment.Proper packaging to carrier guidelines is there for a reason, and does make a difference.