Help! Ups won't refund shipping

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  #1  
Old 03-21-18, 08:53 AM
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Help! Ups won't refund shipping

I shipped a large commercial scanner via air freight from New York state to Germany in December. UPS custom made a crate for it for $250. making the total shipping costs approx. US $1150. When the crate arrived in Germany, it had been severely damaged and the main control module was missing. This module was the most valuable part of the scanner and without it the remaining shell or case is useless as parts are no longer being made as the company is out of business. The scanner was insured for full value, and after 2 months I received a check for the value (the sale price to the company in Germany).

UPS is saying that I should have put the declared value for the scanner as the total of the actual value PLUS the shipping charges! Ridiculous as the receiver would have to pay VAT on the shipping. This makes no sense to me, but I have got no response to my complaints to UPS. The local shipping center has been unable to get any answers from their regional office.

Any recommendations? I really do not want to go the small claims route...
 
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Old 03-21-18, 09:47 AM
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Been there.....

With UPS.... they will only pay based on the declared value coverage that was charged for. Shipping charges are not considered in the declared value unless they were added to it.

I'm not sure you would get the balance in small claims court.
 

Last edited by PJmax; 03-21-18 at 10:13 AM. Reason: typo
  #3  
Old 03-21-18, 09:49 AM
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UPS is notorious for not wanting to refund. Have you tried writing to someone higher up? Not sure who exactly, but that will often times work.
Do you have any TV stations there that take on consumer complaints? That can work too if they feel you've got a case.
Maybe someone else will have better suggestions for you.

Just read Pete's reply. Sorry!
 
  #4  
Old 03-21-18, 09:55 AM
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I don't have any real suggestion other than keep at it.

You probably shipped the item from a UPS Store, which despite the name, is not the same company as UPS. (They are franchised I believe, and somehow under the same corporate umbrella, but the shipping policies are different).

Your declared value insurance came back from UPS. You now need to focus on getting your shipping and packaging charges back from the UPS Store because the item obviously didn't arrive in good condition. Keep writing letters and complaining to both your local store and the corporate address.

I could see how the argument that the $250 crate should be part of the declared value... but certainly not the ~$900 shipping charge. Though I would argue if the crate was made better, the damage wouldn't have occurred.

I've fought with them too - though never with that much expense.

Good luck!
 
  #5  
Old 03-21-18, 10:05 AM
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On the other hand in thinking about this, since they're the ones that packaged it, they should hold responsibility in the entire thing, shipping cost insured or not. I mean what the heck?
 
  #6  
Old 03-21-18, 10:24 AM
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I've been checking out some of the watchdog sites. I couldn't find anybody trying to claim their shipping charges under the actual declared valuation. I did read that the squeaky wheel did get a response.

I've read about many denied claims when the shipper couldn't produce any actual value document.... like bill of sale.

I'm sure they would have immediately dismissed your claim if they could have used their standard "poor packaging" excuse.
 
  #7  
Old 03-21-18, 10:27 AM
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That's my thinking. If I had packed the item and it was damaged en route, I could blame myself for not packaging it securely enough.

But they built a custom crate and said it would "survive a trip to the moon and back". I paid $250. for that piece of mind.

Also - though the crate was damaged - someone would have to physically remove the scanner from the crate in order to unbolt and disconnect the control module. I would have thought that as UPS would maintain responsibility for the shipment from the time they took control of it in New York until delivery in Germany that the theft of the module means that I paid them for a service that was not completed to my satisfaction - or to any reasonable standard.
 
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Old 03-21-18, 10:34 AM
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I would have expected that UPS would maintain responsibility for the shipment from the time they took control of it in New York until delivery in Germany that the theft of the module means that I paid them for a service that was not completed to my satisfaction - or to any reasonable standard.

That would be the reason listed on the small claims court complaint.
 
  #9  
Old 03-21-18, 10:35 AM
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I did provide a bill of sale that confirmed the declared value. I do not know of any insurance that allows you to declare a greatly inflated value in order to collect extra $$ on a claim. I would not be allowed to insure my 2006 Honda Civic for $30,000.

I would think "declared value" would have to be the actual value. Why would UPS say I would need to put an artificial value on the shipment? I was not given the option to inflate the value to cover the shipping and crating costs.
 
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