Unfortunately, I am going to have to make a claim for a banjo damaged in transit by UPS. Does anyone have any tips or suggestions, besides not shipping? Thanks
Edited by - Bill Rogers on 08/04/2024 23:09:04
UPS is tough!
If it wasn’t packed at a UPS store they will challenge you!!
Have lots of pictures of the box and packaging
Try to not touch anything/ leave it in the box like it was when you discovered damage.
I got a RB250 with a broken neck - they eventually paid in full! The inspector personally visited and was a fair guy.
I received a package for my daughter a couple of weeks ago. It was one I had to sign for. The box looked like it had been trampled on, dented, torn and generally a mess. I asked the UPS driver what I should do if it was damaged when she opened it. She told me to take pictures of the box before opening, then take pictures of the content that was damaged, if any. Then report it as soon as possible.
Luckily, the merchandise was not damaged, so we didn't have to go through that, but at least I did know what to do.
quote:
Originally posted by rogerjohansenUPS is tough!
If it wasn’t packed at a UPS store they will challenge you!!
Have lots of pictures of the box and packaging
Try to not touch anything/ leave it in the box like it was when you discovered damage.
I got a RB250 with a broken neck - they eventually paid in full! The inspector personally visited and was a fair guy.
And if you take it to a UPS store they will charge you about five times as much as you would pay for shipping. So you have to decide whether you want to lose money or take the risk.
Don't ask me how I know this.
About two months ago I purchased some archery arrow components from an outfit in Georgia. A couple of days later the merchandise was delivered, and I received an email from UPS at 3:00 pm on the day of delivery confirming the delivery. However, the UPS package was not delivered to me, so I went to the UPS website and immediately filed a claim for a missing package. Later that evening, there was a knock on my front door, and when I opened the door, the neighbor at the end of my street was standing there with my package.
I attempted to respond to the UPS delivery confirmation e-mail using a website link provided in the e-mail to explain to UPS what had happened and to advise them that despite the delivery mistake, I did have the package. But, when I attempted to do so, the link took me to a website that required me to open a new account with UPS in order to be able to communicate with them. I don't create new accounts with anyone unless it's absolutely necessary, so I did not open a new account, and I abandoned my effort to communicate with UPS.
As far as I know, UPS still has an open claim for a missing package, and I have received no further communication from them advising me of progress on the claim.
What we've got here is a failure to communicate. Good luck with your claim, Bob.
Customer service is basically nonexistent with shipping companies anymore. They are all using AI (Artificial Ignorance) to deal with customers. The only way I have had any real person help me is by using Facebook Messenger to contact them.
Banjos are one of the most difficult instruments to pack safely. Takes me about 30 minutes to pack a banjo plus materials.
I have not had to file a claim in many years, but my peers tell me that persistence is key. Sometimes they have had to file in small claims court. If the banjo was not packed to UPS specifications which I believe is two inches of packing on all sides, they can legitimately reject the claim.
Does UPS inform a shipper of UPS's specifications ^^ when a shipper brings in a pkg. that he's/she's packed by themselves? [Akin to "informed consent"??]
quote:
Originally posted by rogerjohansenUPS is tough!
If it wasn’t packed at a UPS store they will challenge you!!
Have lots of pictures of the box and packaging
Try to not touch anything/ leave it in the box like it was when you discovered damage.
I got a RB250 with a broken neck - they eventually paid in full! The inspector personally visited and was a fair guy.
Having it packed and insured at a UPS store does not guarantee anything. These stores are just franchised and UPS is usually going to deny the claim regardless. You have to stay on them and in many cases have to talk to a supervisor before getting ant satisfaction.
I have been lucky enough to not have an instrument get damaged in shipping in about 14 or 15 years, and have never had to file a UPS claim, since I was shipping USPS back then. I've had a few boxes that were reported by the customer as being badly damaged, but the contents were fine. I'm sorry that you have to file a claim, and I hope you'll get a good outcome. Is your claim directly with UPS, or with ShipSurance or some other third party provider? I have heard that the other ones can be even worse to try to get money from, but I don't know if that's true. If you're the receiver you can get good pictures and such, but if you're the shipper you'll have to depend on the receiver to do that, and hope they're able to do it well.
I should have been more specific. But had just arrived home from a long drive. I am the recipient. I have pictures of the instrument. I have the original box. I am dealing directly with UPS. it is a minor peg head break. The box does not show damage. The instrument was obviously dropped hard on the wrong end.
So my question has to do with the actual filing of the claim and dealing with UPS. Thanks guys
When UPS pays a claim, they pay the Shipper not the Receiver. The shipper has to file the claim. You should notify the shipper that your item arrived damaged. Save the shipping box and all packaging materials because UPS will want to see them. I hope this helps you and best wishes on a speedy resolution!
I do my own boxing, never had an issue.Probably shipped 50 or more banjo. Only issue I ever had, I did not have a shipping box one time, payed UPS to package and ship. Banjo was not damaged, but the Hardshell case was damaged.
My only advice is don’t give up. It might take weeks or months of phone calls and emails but you should eventually get the help you need.
From personal experience having shipped an Osborne Chief via UPS, packed in its original Price case by a UPS store, to Frank Neat for some hardware work the resonator was damaged during shipment. How the damage happened is beyond me! It took persistence and patience to get the claim validated and paid. No need to go into details beyond being persistent and patient!
