jenniferbrola.com

Answer: Nothing ever again.

(9/28) Honestly, I thought that FedEx was a problem because they'd leave packages with the neighbors that were clearly marked for my address...but UPS takes the cake. Sometime last year, I started up a personal online shipper's account so that I could label and send packages. My employer has daily UPS pickup, so I thought it'd save me a lunch hour walking down to FedEx and back. I'd just put my boxes on the outgoing pile and be done with it. I had no idea that there was a problem.

This month, something I shipped apparently arrived in less-than-pristine condition. Since the recipient paid extra for insurance, they filed a damage claim. This was a first for me and, since I never had a damage claim, I never knew that UPS considered my employer the shipper all this time (on their website, "shipped from" is different than "shipped by", but apparently the distinction is lost once they get their money). So, when a box arrived damaged and I attempted to follow through on the insurance claim, UPS accepted responsibility but was adamant: they'd be sending the check, in my employer's name, to my employer - not to me! WTF.

I was pissed. I'm the one that was charged for the shipment, on my personal credit card using my personal online UPS account. All of their reps acted like their "system" was God and I was a moron. I had three different UPS reps (including a supervisor) claim that somehow my personal credit card was actually my employer's - I just didn't know it. When I asked if a chargeback of the original shipping fees would prove it was my card, I was told by the rep, "well, that's between you and your employer." No it's not! My employer was just a pickup location!

Makes me crazy furious every time I think about it. Everyone that I spoke with said, "well, this is what the computer is telling me and I can't change it." No one knew their own online shipping website - or how it worked. And everyone, from the claims specialist to the customer service supervisor, acted like I was trying to steal my employer's money. I realize that they do high-volume shipping and need a robust system to get it done. But at what cost? I'd rather pay more elsewhere and be treated like a person than pay less and be just a number in a system.

(9/30) Update: I called tonight to confirm that UPS received my faxed claim forms from yesterday. Billie, the customer service representative, said that they did. So I asked, "What's next? When will UPS need possession of the box?" Billie claims the shipment has been tagged, "non-transportable" - to which I respond, "well, it was transported to the receiver, and that's who I need to inform of when to expect the pickup." Billie repeats that the system says "non-transportable" and that means UPS will not be taking possession of the box. Marsha, the original claims representative, said that the box would absolutely need to be relinquished if UPS was going to issue an insurance check. So, which is true?

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