shipment woes...

[VJ]

Well, UPS Poland is again taking a very long time, and today they really pissed me off! On Wednesday, the mailed me: "can you come to our offices on Saturday?", to which I replied that this is possible (it is a bit difficult: other side of town, only public transport; but I want this matter settled). On Thursday they mail that they'll call me on Friday to fix the appointment. As you can guess, they didn't call on Friday. So I went there on Saturday anyway...
And their offices are CLOSED ON SATURDAY!

I'm fed up with it, and called the internation number, but they also only work on weekdays. So on Monday, I'll call them, and urge them to make a new complaint. This is no way of dealing with customers! I'll also contact my father, to see what additional steps we can take (consumer organisation? lawyer?). I've been patient, but enough is enough.

Jörg

[VJ]

Called on Monday, and on Tuesday somebody came to verify the damage claim. Finally!

But as I heard nothing, I decided to call on Thursday, only to learn that the damage claim has been CANCELED. AGAIN. I've been told to now expect a call from the German office tomorrow...

[Umfriend]

Do you have some sort of legal assistance insurcance (in Belgium)? As you contracted UPS in Belgium, you could file a formal complaint and threaten a suit there.

[VJ]

Ok, following my call, damage claim papers we sent to my Belgian address (not very convenient; I did all the communications from Poland!): I should just enter the amount of money claimed and my bank account number. Luckily, I went to Belgium last week, and I faxed the this document.

Yesterday, I got a message on my voice mail: they now claim the shipment was not insured! Idiots! I had it insured, all 4 boxes, and paid a higher price for the shipment because of that (some 150 euro more!). So I called them back today, told this, and was then told to expect a call from the same guy that called me yesterday. He would call within the hour... and that was 5 hours ago.
The optimist in me says they are checking the documents, the pessimist in me says I'll have to contact them again myself.

Do you have some sort of legal assistance insurcance (in Belgium)? As you contracted UPS in Belgium, you could file a formal complaint and threaten a suit there.

No, I could contact the Belgian consumer organization "Test Aankoop", but frankly I don't like the way they work. They complain about some methodologies companies use, and the use exactly the same to urge you to subscribe to their monthly journal. They also often attack some companies for ridiculously stupid things, and the reviews in their journal are clearly biased.

As I'm currently at the point where UPS are processing my damage claim, so I feel it may be best to try and settle things without Test Aankoop. The case file is already with the proper department, now UPS just needs to sort out their administration, and the case can be closed.

Jörg

[Fat Tone]

I say give them another hour then write to the MD.

[VJ]

MD?

I called UPS this afternoon, and got some weird answers from that call center. First she says that they did try to call, and she told me the number: it was the home number of my parents place (even though I explicitly asked the to call on my Belgian mobile - the same number they called yesterday). So it is possible that they talked to my parents, but it is possible that my parents were not at home. Next that she said that the case is still being processed as it is a complex case (this could be the result of the talk to my parents though). She said I'd most likely get a call later today... (hopefully on my mobile)

[Fat Tone]

MD = Managing Director. Top Bloke. King Pin. Numero Uno.

I've thought for a long time they are just giving you the run around hoping you'll get bored and give up.

[VJ]

MD = Managing Director. Top Bloke. King Pin. Numero Uno.

I've thought for a long time they are just giving you the run around hoping you'll get bored and give up.

I had my letter for him ready, with a full report of all that happened (dates and everything), but lost it in recent computer problems... But I've started on the new version.

I've also thought they are stalling in the hope I back down, but that is not going to happen. On the other hand, it really feels like their administration is working so poorly: I cannot imagine so many departments doing this in an orchestrated manner. The 3 lost boxes were shipped to the wrong address (and this was before most of the misery started) to name but one thing.

The biggest problem is that you always have to call a call center, there simply is no way to get through to the people you really want to talk to.

[Brian Ellis]

Spend €100 and get a lawyer to rewrite your letter: well worth it and reclaimable as legit expenses. 10,000 times more effective as it shows you mean business.

[Umfriend]

Now that, actually, is sound advice IMO.

I assume your contract is with a Belgium company in Belgium so that Belgian Law applies. You should be able to get advice from a lawyer on whether by now legal expenses should be reimbursed as well.

[VJ]

The threshold in Belgium to contact a lawyer is quite high in these matters; as a result I have more the fear of them going into the defensive as a reaction. As long as it seems there is some progress, I'd like to avoid it. Bear in mind that I'm also in Poland, which really complicates things.
My father is also considering legal advice though, but we both hope it won't have to come to this.

[VJ]

I called them this morning (to complain about the fact that I hadn't been called back). The guy on the phone said they were still working on it, but even despite this they should have called. So he openend a new complaint; I'd hear from this within 24 hours.

About two hours after that, my father called and said he received a call from UPS (again they called on the home number, despite my numerous requests to call on my mobile). They told him they paid the damage claim! He couldn't tell me the amount they paid, but said I should expect the money in the next couple of days...

I'm assuming they did not properly check the documents: when the boxes got lost, I was told all links between different boxes of my shipment was lost. This probably also meant insurance information. But they should have properly checked this before saying the wouldn't pay. It is easily traceable once they knew the shipper and checked the payment documents.

So now I'm anxiously awaiting the deposit on my bank account to see if all is well.


Jörg

[VJ]

And again it was not ok: they paid the amount as if the shipment was not insured.
So I called them back, and they were quickly to respond; first claiming that it was not insured. I urged them to check the payments and they managed to figure it out!

So now they will pay back the full amount of the computer.
First, the computer will be collected by them, contents will be verified and then the payment be made.
They are not expecting this all to happen before Easter though.

Jörg

[cjolley]

They are not expecting this all to happen before Easter though.

Of what year?

[Fat Tone]

And then we start the same dance for compensation for your time and costs in recovering this?