Ups damaged product question
 

Before you ask.. I did use the search, and It comes up with almost every thread with the word UPS in it..

I received an item that UPS probably dropped and put a little scratch/chip in it. A day before delivery, it was 100% pristine (could tell by the email) and the shipper has a high rep, high post count, very active..so really no reason to distrust him. (and we have been in constant contact).

So, I know it is up to the shipper to file a claim ect.. but what exactly happens? Ups customer service people are not to friendly (at least the ones I talk too).

Here are the facts: Siebon lip shipped, pristine condition
Lip picked up @ the warehouse..but no place to really tear open the ton of bubble wrap, Styrofoam , and tape to inspect it (plus picked it up about 5 mins to close)
Brought home, noticed couple little chips.. contacted shipper..and he is concerned and will contact ups.

Now, what happens in a dispute.. I imagine they will come out, inspect the packaging/item.. and then what? If a claim goes thru..does the item get sent back to the shipper and money reimbursed..or do I just keep the item..shipper gets reimbursed (and so do I) ?

Just curious.. if it will be a hassle to deal with UPS. Thanks!

shipper has to deal with UPS. Shipper has to contact UPS and notify them that the customer received a damaged item. It also depends if the shipper purchased extra insurance or not. UPS generally insures up to $100 only and will cost more if you want extra insurance based on past experience.

Once the shipper contacts UPS, then UPS will in turn contact you either by phone or in person or both. They may actually come to your location to physically inspect the package/shipment, so make sure that everything is as you received it and don't throw away the packaging. I don't know if they actually take the original item or not or if they let you keep it.

The whole claim process usually takes about 7-10 business days and they will notify the shipper of the result. Once they notify the shipper of the result, the shipper has to fill out some paperwork and send it over to UPS for reimbursement. UPS then cuts a check over to the shipper and it's up to the shipper to either reimburse the customer, or send out a replacement item.

Source: worked in online customer service for 6+ years and dealt with many UPS claims. YMMV but this is based on from a business point of view, and I'm not sure how it is with personal sales but it should be similar.

I bought a transparent roof panel for my corvette and it was damaged. Shipper (who was actually me, as we used my UPS account) filed claim. UPS came and picked up damaged item for evaluation, agreed it was properly packaged by the sender and paid for me for the item. UPS kept the damaged goods.

I've filed with UPS and Fedex. UPS will inspect the packaging and item/s. In my case, a computer case. It was deemed damaged and I got the money and the case. It was fairly easy. Fedex on the other hand was a complete mess. Took about a month because they sent my shipment to some unknown address instead of to the warehouse for inspection. I later found out that I could've sent pics instead of scheduling a return damage inspection pickup. They we're rude as hell too.


Tapatalk

Doesn't FedEx use contractors for final delivery? I could of swore I read that somewhere. Could be the reason why the run around.

Fed Ex drivers
 

are independent contractors. To avoid unions.

Damage
 

Was the outside of the package damaged?

Ground and Home Delivery are contractors, I was a contractor for Home Delivery for 8 years. Damages was a Fed Ex deal, missing or stolen packages was me vs the customer. They tried to take the amount of the package out of my paycheck, needless to say I never lost a claim. Once customers learned that giant FedEx wasn't paying for it but I was people changed their tune or mysteriously found the package. That said I have also worked for UPS loading air containers and I warn people who ship stuff that can be damaged. Assume your package will be thrown, dropped, stepped on and make it so it can survive that process. There is a high turnover rate amongst package handlers, most are getting paid minimum wage and they could care less about your package no matter how many "Fragile" stickers you place on the box. IMO, shipping large car parts is insane.

And if you think UPS/FEDEX package handlers are bad, just think about how the government post office workers who really have nothing to lose care about your package. Not to mention, the mail is often sent via passenger airline (I fly for one that carries a lot of mail), and baggage handlers don't really care much either. Last stormy morning that I was flying I saw a baggage cart going down a side road on the airport with all kinds of letters just flying out and going everywhere!

Also, with my other full time job, my powdercoating business, people send me brakes with USPS flat rate boxes all the time, even though I advise against it. Those things are very thin cardboard and can't handle any weight at all. EVERY SINGLE FLAT RATE BOX with calipers in it I have received has been torn open at least somewhere, and the worst was someone sent me a set of Rotora calipers and a front 6 piston caliper was just missing. He didn't have insurance either.

If you use those flat rate boxes for anything, I highly suggest encasing the entire box in tape.