Not all of the blame lies with UPS. UPS also shipps a lot of their shipments with the railroads.One train can handle 300 trucks.And we can and do loose railcars!Glad you got good service from the ups reps.
sam lingo pleasanton tx
>From: "Anvil Bikeworks" <ojv@earthlink.net>
>To: <framebuilders@phred.org>, <classicrendezvous@bikelist.org>
>Subject: [CR]UPS Follow-up
>Date: Fri, 16 Apr 2004 14:34:12 -0600
>
>You folks may remember my frantic email of a few weeks ago concerning issues
>I was having with UPS and I thought you might be interested on how things
>turned out.
>
>The frame fixture we sent Specialized is apparently lost forever; it was
>never found. I still don't understand how a plywood crate that big could
>get "lost" but it was. Once I was able to connect with someone at UPS who
>had some stroke, thanks to the help I received from people on & off these
>lists, my problems were addressed professionally and with amazing quickness.
>
>
>As a result, UPS accepted responsibility for the damage & loss, quickly paid
>the full value of the claims on both the Specialized and the Rivendell
>fixtures and...are you sitting down?...they also compensated me IN ADDITION
>to my claims for the impacts the losses had on my business and the overtime
>we had to work as we scrambled to replace the fixtures. I didn't ask them
>for that and wouldn't even think it possible short of a lawsuit; they
>offered it outright. They also paid to have Specialized's replacement
>fixture shipped overnight to them which we finally finished up and they
>received in good condition on Wed.
>
>In my opinion, UPS did what they could to make up for losses. I still
>believe that there is some sort of disconnect between the customer service
>call center and the small business account representatives as there appears
>to be a world of difference in their attitudes.
>
>What I learned from this is that if you're a small business and you have a
>problem, don't call the UPS customer service number. Call your local hub
>and ask to speak to the Small Business Accounts Manager (Mary Kay Courtney &
>Brenda Highwater for Denver folks). These folks' job is to develop and KEEP
>small business accounts and they seem to have amazing stroke within UPS.
>After I established contact with my hub's SB Account Manager, I had the
>distinct impression that she was looking out for my best interests; she
>called often to give me updates, said all the right things to calm my
>nerves, and made the whole process of making the claims fast and painless.
>
>Some tips I learned are that if you use the UPS software and print your own
>labels, write the tracking number in permanent marker on the package away
>from the label. If the label is lost and the tracking number is still on
>the box, it will get to its destination. For high value shipments, document
>your packaging with pictorial evidence, i.e., take a digital photo of your
>product and how you packaged it in the box before you close the lid. We do
>this and it played a significant role in proving our case to UPS that the
>damage (total loss) to the Riv fixture was clearly improper handling.
>
>In the end, I'm not canceling my account with UPS. I felt they were putting
>the boots to me there for a while and my a$$ is still hurting and though the
>repercussions of the losses are still being felt, I think they did what they
>could to accept responsibility for it. I also promise to stop taunting Jim,
>my UPS driver.
>
>Thanks again to everyone who offered their help, suggestions, and
>contacts!!!!!!!!!!!!!!!!!!
>
>Cheers!
>Don Ferris
>Anvil Bikeworks, Inc.
>Littleton, Colorado
>Ph: 303.471.7533 / 303.919.9073
>Fax: 413.556.6825
>http://www.anvilbikes.com
>
>
>
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