I normally am not one to complain. That is, I roll with the punches....but being that all of us here are guitar players, buyers, sellers, etc. I thought I'd pass this on...
To some of you this may just be a bad reminder from the past. If so either vent or disregard. For those of you who are in the process of shipping or having a guitar shipped to you....you may want to read further.
I'll start by saying that I have used UPS without a problem...though usually more expensive than other options.
I sold on EBAY a guitar....I shipped it with full insurance and in UPS box, packaged by UPS, declared value and requiring a signature.
The shipment arrived and on the day they said it would....FROM this point on it goes downhill.
First....No signature for delivery.....
Second....Package left on a porch
Thirdly....Package crushed into and around its contents
Fourthly...Buyer shakes out contents of opened ripped box and removes the case.
On inspection there is a crack from the soundhole to the bridge....Something it didn't have when it left my hands at UPS...
The item is refused and is later shipped back to me....
I called UPS to complain and they tell me they are going to take care of it....just fill out the paperwork they send me.
Now here is where it really gets dicey....
The buyer decides to return it after I tell him I will refund his money in full and also the cost of any freight upon return of the guitar....
He calls UPS and they tell him HE has to pay for the return because it was open....Let me remind everyone that it was ALREADY opened due to the condition of the box....crushed and ripped open.
I instantly called UPS and filed a claim.
For 5 days I hear nothing....though promised I would receive a call from claims.
5 days later, I got the guitar back....and yes the case and the guitar had taken a few punches it didn't need.
After filling out pages of forms and also inserting a letter explaining the entire episode, there remains no record of my claim....
Now its 10days....I called Customer Service ( I have no idea why they call it that).
They assure me they can get me the correct forms to fax into UPS. I told them I had a claim number and the forms faxed, but they insisted I didn't. So I filled them out again and faxed them...not once, but twice more...3 days later when I called back, they said they never recieved the paperwork...So without any hesitation, I sent all the paperwork Certified Mail with a required signature....Guess what...they still claimed 3 days after proof of delivery, they didnt' get my paperwork.
Miraculously on a Saturday week 3, a more than friendly UPS henchwoman said my claim has been denied due to the fact that UPS didn't inspect the package and that the claim was filed by the buyer. HE would receive any credit due.
I will remind you that I already returned to the buyer all his money and additonal freight costs....so I was out the sale, my $100 freight to him, the freight back to me and a guitar that requires repair.
To make matters worse....the guitar was returned with no insurance and therefore I can have no future claim.
IN REVIEW.....I didn't get my signed delivery. I can't collect for the insured package I paid an additional $26 for , I have my guitar damaged, and I loose all the additional freight charges, AND I have no legal recourse....This morning I received a call from an agent of UPS that actually scolded me for even attempting to file a claim against the company...insisting that I didn't follow correct protocol.
I called UPS the day it happened. I filed the claim as instructed by UPS and I Paid FOR AN INSURED PACKAGE......Apparantly, that is not following UPS protocol.
I actually took the time to look up how much money I spent with UPS just last year....a little over $1400....not a fortune mind you, but $1400 they will never see again.