Stephani Stephenson on thu 2 may 02
Richard
your comments about UPS's new policy regarding insurance claims is
interesting.
I have also noticed a 'no payment' tendency with FEDEX Ground. Last year
a box I shipped was delivered to wrong address (there was no error on
the label, it simply was taken to the wrong address). The person at
wrong address said, 'this is the wrong address" so they said "return
it to sender" (me) . But instead of coming back to me it was once again
misdelivered to an address in S.San Diego...different zip code , etc.
This all showed up clearly on the computer tracking record. Anyway, I
never got the box back, the original customer never got the box in the
first place.
During the next few weeks FEDEX tried to retrieve it from the second
wrong address but were never able to retrieve it \.
So I filed a claim ,as the package had simply vanished, and I had to
replace and reship new goods to the customer. (By the way, they tried to
charge me for shipping BOTH times!)
Even though there was a clear record of where it went and where it
vanished, my claim was denied!
FEDEX said 'our records show it was returned' and I could never get a
person to discuss it with me, only a mailed form...
After claim was denied I was never able to get hold of an actual person
by phone and though I wrote a letter trying to get them to review the
claim, I never received another response. Total stonewall.
I still use FEDEXground as they seem to generally do a good job getting
packages delivered without damage, and they are not so fussy with extra
charges for this and that. Also their weekly pickup rates are less than
UPS ($ 7/week for daily pickup service). Have had no other damages
with them in 2 1/2 years. BUT I realize now that when they DO mess up
with regard to claims...there seems to be no recourse.
Sounds like UPS has joined ranks in this new attitude.
Of course, there are days when I am amazed that anything gets ANYWHERE<
considering the sheer volume of goods shipped,!
Actually , in all fairness, a story with a better ending.
One time FEDEX ground simply stopped showing up. I had an large ASAP
order to go out and It took me a week to finally figure out they weren't
coming and then get it remedied. Turns out the computer had spit out a
one year old invoice claiming it had not been paid and so told the
local terminal to cancel the account and pick-up service. (Needless to
say they never bothered to pass that message on to me!. Actually the
invoice HAD been paid , a year ago! and groan , it took a couple of
hours on the phone to straighten it out.
BUT, the next day I arrived at work only to find a lovely wrapped gift
basket full of chips and cookies and Iced tea and other goodies on my
desk, courtesy of my customer service rep at FEDEX ground. What a
surprise! There was a note that said, 'Sorry we goofed, our apologies,
we appreciate your business!
SO I thought that was cool and yes it greatly soothed my frustration
and irritation!
Stephani Stephenson
Carlsbad CA
Bobbruch1@AOL.COM on sat 4 may 02
Date: Thu, 2 May 2002 18:11:12 -0700
Stephani: small claims court might work wonders in getting them to pay
attention.
Bob Bruch
<<<
Subject: Re: packing/ claims policies
<<<packages delivered without damage, and they are not so fussy with extra
charges for this and that. Also their weekly pickup rates are less than
UPS ($ 7/week for daily pickup service). Have had no other damages
with them in 2 1/2 years. BUT I realize now that when they DO mess up
with regard to claims...there seems to be no recourse.
Sounds like UPS has joined ranks in this new attitude.
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