On 07/13/2010, I shipped my Laptop which was under warranty via UPS to the manufacturer to fix the touch pad issue. I packed the laptop very well with side supports and wrapped it around using a bubble pack pretty tight. I shipped it thru UPS and insured it for US$500.
When the laptop was received at the repair facility on 07/14/2010, they noticed that the screen of the Laptop is broken. I reported the issue to the UPS franchise where I shipped it from. The franchise told me that I have to report that to UPS as they cannot process any claim. I then contacted UPS and filed a claim. UPS told me that they would pick up the Laptop and investigate the damage. My laptop was picked up by UPS on 08/03/2010. I contacted UPS a week after the Laptop was picked up UPS. I was told that I am supposed to contact the franchise from where it was shipped from, since the claim should be initiated by the franchise. When I told them that I initiated the claim process, the agent I talked to said, probably they thought me as the person representing the franchise. I told them clearly that I am an individual filing myself for the damage.
Then I visited the franchise to check on the status. The owner of the franchise said, he received the laptop but didn't understand why it was shipped to him and as there was no information from UPS. Then I explained to him the history and he promised me to initiate the claim process.
It's been more than 2 months since the claim was filed. I am told that they claim was denied stating the packaging was not good enough. The claim was re-submitted by the franchise and denied again. It's been more than 3 months since I shipped the Laptop first. I haven't got a penny out of UPS. I couldn't use my computer which I bought to do some freelance work. Now my Laptop warranty period has expired while laptop sitting idle. So far it's been direct financial damage, indirect financial damage and a lot of frustration with UPS driving me from pillar to post.
I have shipped many packages before with Fedex, UPS and USPS. I have insured the packages most of the times. This is the first time I am filing a claim for a genuine fault of UPS and it is getting rejected.
I completely disagree with UPS that the packaging was the issue. Even if it was an issue, then WHY did they offer me the Insurance? Shouldn't they say, they cannot insure it since the package doesn't meet the required standard or so…
So, it looks like they don't care about anything when you pay them money as insurance premium. But everything is an issue if you report any damage. It seems I have been wasting thousands of dollars so far on insuring my packages during shipments throughout my life.
It is unbelievable that such a multi-billion dollar company acting so cheap on a few hundred dollar claim and treat it's customer like a dirt.
I am really frustrated with UPS' arrogance attitude and unfair business practices.
By posting this story here I want to create an awareness among the consumer community about this shipping giant and avoid shipping thru them. Even if you decide to ship thru them, please DON'T insure them. Because the insurance you pay is only a bonus for UPS. Even if they break your package, you will not get a dime and will not even get a straight answer from them.
Monetary Loss: $500.