UPS Lost my Marshall I Shipped.....And they SCREWED ME!

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UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby SLED28 on Sat May 28, 2005 6:45 pm

Please treat this letter as a formal complaint against UPS Canada and Crawford & Company.

On February 21, 2005, I utilized the services of UPS to send out a 1974 Marshall Amplifier (the "Amplifier") from Toronto, Ontario to Monroe, North Carolina (Tracking Number M132 9142 413). I chose UPS since UPS offered insurance for the value of the Amplifier which is $1,700 CDN. I had other courier companies in mind (e.g. Canada Post), but since they do not insure items over $1,000, I decided to ship with UPS. I was adamant about insuring the full value of the Amplifier.

During the pick-up call my wife made to UPS on February 21, 2005 with respect to the pick-up of the amplifier, she made it very clear that insurance was required for this item. The insurance was offered and we accepted the total amount. At the time of pick-up, I again questioned the driver regarding the insurance on the Amplifier. He also re-assured me that the insurance was called in and would be placed on the Amplifier. I paid the driver for shipping and insurance on the Amplifier. The driver took the Amplifier for shipment on that day. The events which took place after this time have been extremely upsetting to me and absolutely unacceptable.

Commencing March 7 (3 weeks after the Amplifier was in the hands of UPS), my wife and I both made many repeated calls to UPS to locate the whereabouts of our shipment. We were told that the shipment should have taken 5 or 6 business days to arrive in Monroe, North Carolina. It appeared that the amplifier had been lost by UPS. Once the item was indeed confirmed lost, on March 21, 2005 my wife called UPS to request a claims package. We completed the package details and faxed it back to UPS on March 30, 2005. We were advised that it would take 5 business days for the paperwork to be processed and for a cheque to be issued. (Well, if it was only that simple!)

My wife made numerous calls to UPS at the beginning of April, 2005. UPS claimed that the item was not insured and that only a $100 cheque may be issued. It was extremely upsetting for me to hear that I would only be receiving a $100 cheque for an item that was insured for $1,700. After many calls to UPS and not getting any results, my wife decided to speak with a Customer Solutions specialist. She was put in touch with Sharon Fisher (ext. 4924) on Friday, April 8, 2005. Sharon gave my wife a little bit of background on the file. She had explained that a routine search had been placed on the shipment from March 2, 2005 until March 16, 2005. She also advised that claims received the file on March 14, 2005. She then explained that since all routine avenues had been exhausted, she forwarded our file to "security". Sharon advised that security would take approximately 5-7 business days. Sharon also explained that after security had done their investigation, that our file would be forwarded to Crawford & Company which should take an additional 7-10 business days.

My wife called Sharon numerous times between April 18-April 21. Sharon advised us that security had not finished their investigation (which should have ended on Wednesday, April 20). On Monday, April 25 my wife called UPS only to find out that Sharon was not in the office that day and was put in touch with Janice (ext. 4852), another Customer Solutions Specialist. My wife did not find Janice to be helpful at all (she was actually quite rude and abrupt). My wife then asked to be transferred to the Lead Customer Solutions Specialist, Mark (ext. 4935).

Once Mark heard the details of our ordeal, it was clear that Mark was surprised that security would take this long for their investigation. He explained that he would watch our file daily and would advise once something new had developed. He promised that he would have an answer for us before Friday, April 29. Mark was the only UPS employee who actually pulled through with his promise. He called us to advise that security had finished their investigation on or about Wednesday, April 27 and that Crawford and Company should be contacting us soon regarding payment of our Amplifier.

On Friday, April 29, 2005 my wife had a discussion with Tina Bassani from Crawford and Company. Tina advised that since the item was a collector/vintage item, that UPS does not insure these types of items. My wife vehemently explained to her about our purchase of insurance where we distinctly requested insurance for a 1974 Marshall Amplifier. Tina was redundant in explaining that since the item was a 1974 Marshall Amplifier, that it is not insurable under UPS's guidelines which are available on the UPS website. If this is the case then why was I offered insurance for the value of the Amplifier in the first place? Once insurance is offered by one party and accepted by another party, that is considered a lawfully binding agreement.

The bottom line is that I will not be receiving one penny for the shipment that UPS LOST through their own negligence and that I HAD CAREFULLY INSURED.

I am extremely upset at how this has been handled from day one and I am very disappointed that UPS lost my Amplifier. I am now out $1,700 and cannot begin to tell you how upsetting that it. It has put an enormous financial strain on my family. I would ask that you please overturn this decision based on the above-noted circumstances. I invite you to look over my file so that you can note that I WAS NEVER DENIED INSURANCE FOR THE AMPLIFIER. IT WAS OFFERED TO ME AND I PURCHASED IT. Again, I would ask that you kindly review my file and re-consider your decision. Otherwise, I will have no choice but to obtain the services of a lawyer.
1967 Super Lead
1967 Super Trem
1985 2203 CSA
1967 4x12B BW 20's(x2)
1971 4x12B CB 30's (x2)
1972 4x12B CB 30's
1985 4x12B 75's
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby tWreCK on Sat May 28, 2005 7:00 pm

Reading your story is very upsetting to say the least :mad: :mad:

I would definitely contact a lawer to see if there's a possible lawsuit. I've been in the exact same situation as only i didn't persue the legal route at the time. They claimed the package sent to me (a Marshall 4x12) wasn't sufficiently packed according to their claims person. I say drag 'em to the cleaners...........
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Scott McAllister on Sat May 28, 2005 7:26 pm

Sue the bastards!
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby OaklandDanny on Sat May 28, 2005 7:34 pm

Gives new meaning to the word "insurance", doesn't it? UPS trashed the meter-bridge on a Mackie 24/8 mixer that was shipped to me... IN a padded, hard-shell flight-case, mind you. I never received compensation for damages even after countless attempts to file a claim with UPS, by myself and the party who shipped it to me. I avoid UPS like the plague when I ship an item. Sorry about your ordeal sled... DO retain a lawyer and sue the brown-shirted bastards... and let us know how it progresses.
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Analog on Sat May 28, 2005 7:56 pm

Theiving Bastards :roll: :mad:
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby nemo on Sat May 28, 2005 7:59 pm

Don't take this lying down.

Abuse and harass as many people as possible until you recieve compensation.
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Pacafeliz on Sat May 28, 2005 8:05 pm

shi-ite... what a bummer. publish that in newspapers, send it to cnn etc. ... or michael moore (the awful truth)! get a lawyer...

if anything else fails, i'm praying for ya, i hope that helps.... :roll:

oaklandanny too wrote:Pat...
This is way late in posting... but I want to say that she's beautiful, man!!! You are blessed and the world will be a better place because of your little girl. Mark my words... She will live in a better world than we live in now... because she will help change it. God bless!!!!

RIP OaklandDanny, thanks for EVERYTHING! God bless you, always!
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby ®ëv. ßïll¥ © on Sat May 28, 2005 8:12 pm

It's been said about a million times on this BBS:
NEVER, E-V-E-R, not even if Pamela Anderson and Aria Govanni show up dressed in brown low-cut blouses & short brown skirts, pulling up in a brown Lambourghini, N-E-V-E-R, E-V-E-R ship anything you hold of value with UPS.

Get a lawyer, keep all documents, call the local TV & Radio stations for their Rip-Off shows...make it such a big stink for them that, all of the sudden, "...HEY!...we found your amp!...", or you get a check.

Sorry. :(

"The price of freedom is eternal vigilance." --- Thomas Jefferson
®ëv. ßïll¥ ©
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby retna on Sat May 28, 2005 8:24 pm

i comiserate with you. ups sucks, avoid them like the plague...

when i got my '72 #1986 from canada, i got into it with them when i got hit with the custom's charges/fees for it... i was more than willing to pay the custom's fee, but then they started adding a bunch of other 'broker' & handling fee's, and taxes, etc... it seems like they were just making them up as they were going on... when i called them on it, i was immediately told to stuff it and take a flyin' leap :mad: ...

i will never use ups again if i can help it. also they slooooooooooooower than fronzen snail snot :mad: ...

good luck...

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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Baron Von Machinenmann on Sun May 29, 2005 1:54 pm

Go much higher than "Mark". If you get a higher ups attention ( no pun intended ;) ) regarding something like this that his underlings usually sluff off, you just might get their attention.I agree with seeking an attorney.This crap has gotten way out of hand,($$$ fraudulent insurance practices) perhaps a class action lawsuit would get their attention and the attorney fees would be covered by the settlement.I'll wager that if you polled all of the members here as well as a few of the other forums that the number of people abused by these primates would be staggering. :mad:

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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Star*Guitar on Sun May 29, 2005 4:00 pm

I would also report them to the attorney general of your providence if there is such a thing in Canada. That is plain and simply fraud. As long as you have a receipt for the insurance you paid, you have them by the gonads.
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Roy Boltz on Mon May 30, 2005 11:54 am

Not to dwell on the negative, but I've heard so many nightmare stories from X UPS costomers, it seems that when shipping an item especially accross the border, that you have to specify what the item it is & the decared value on the weigh bill or bar code. When an employee sees the word "vintage" or "Marshall" & the value, it's like an invitation for thieves. I'm not even sure if UPS require you to be bonded to work there.
I've been told that to insure any used items, you have to have one of their venders like "Mailboxes ect." package the item, I guess that in order for them to know that the item you are intending to insure is indeed inside the box, to avoid fraudulent claims, & that would be to insure more for loss, dammage is another issue, it has to be obvious dammage, like when the package itself shows crushing or broken pieces, & if the dammage isn't obvious, how can they insure an item that gets to the destination in not working condition if they havn't tested each & every item before packaging?
The bottom line is that they should be more careful not to crush or lose the items they recieve & take responsability for it. As far as fraudulent claims? I can see that in a two party system where if I ship a obviousely broken item to a second party & at the destination the second party makes a claim, but if the packaging looks pristeen, it's obviousely a fraudulent claim, also as far as loss? That is why they get their vender to package it right?
So why would anyone keep shipping bogus items with hopes for the slight chance that UPS would lose it, so that they can make an outragous fraudulent claim? UPS is a monopoly that isn't worried about some poor guy that lost $1700 Canadian & is willing to pay a lawyer another $2700 Canadian to win a case, UPS has deep pockets & the majority of us poor guys don't have the extra $2700 for legal fees.
As far as shipping is conserned, I prefer postal service for the smaller items & Fed Ex for the larger items.
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby runmikeyrun on Mon May 30, 2005 3:37 pm

i know we aren't supposed to use UPS but dude said they were the only one who would insure it for the right value... so what else was he supposed to do?

and yes, definitely try to get to higher ups. If you can get to them, you usually get some sort of help. If they do agree to something, get it in writing. And if not, definitely get a lawyer. I know Canadians aren't sue crazy like us Yanks but this ain't no cup of hot coffee at mcdonalds. Even if you only recoup some of your amp's value it's still better than $100.
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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Elliot Meldoy on Mon May 30, 2005 9:06 pm

I looked all over the UPS Canada and US website and I can't find any restrictions pertaining to Vintage amplifiers, the only thing I found mentioned collectables, and that prior approval was needed before shipping.
I did find one interesting piece of information.
if you ship something through the UPS store and it gets damaged or lost, then the UPS store recieves the compensation and you have to fight them for it. UPS stores are set up as independent franchises and are partial indirect subsidiaries. I think that means you can pay us to use our name, but we won't be responsible for what happens!
What is so unbelievable is that those packages get zapped with their scanners from the moment they are recieved for shipment to the moment they are delivered, how in the hell can they lose something!

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Re: UPS Lost my Marshall I Shipped.....And they SCREWED ME!

Postby Mrhiwatt on Mon May 30, 2005 11:54 pm

That is just pathetic. I really dont understand how the charade continues. How can a buisness like that continue to chump people?
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