This statement is in writing. Oh and they also state in writing that labels (fragile, this end up, etc.) are not regarded or given any extra or special handling.So...What can Brown do for you?
I have to commend Robbie at Maule for handling this very professionally and in a timely manner. He has been very helpful from day 1 and Maule is making it right by us. Since the shipping contract is between Maule and UPS is it their problem to deal with, but we could have easily suffered through this one if Maule had not stepped up to the plate.
The following is the dialog from the emails between myself, Robbie @ Maule, and UPS. Some names and numbers have been changed to protect the innocent.
lowflybye wrote: --------------------------------------------------------------------------------
From: Robbie
Sent: Wednesday, October 31, 2007 9:19 AM
To: Scott@ups
Cc: Chris Davis
Subject: RE: 1Z3226580342266273
Scott,
They did not re-inspect the package. A message was left on our answering service from Crawford. They have denied the claim again on the basis that UPS is allowed to drop any package from a height of 3 feet up to 10 times, and she is basically inferring that UPS can destroy anything they want and then deny the claim. In writing they claim that labels (fragile, this end up, etc.) are not regarded or given any extra or special handling.
It is on record, and I am currently researching alternative shipping methods. I am angered by the message left by Crawford, and I believe that UPS no longer has the customer in their best interests. I have carbon copied our customer to inform him that we will still honor his request to pay for his repair at OUR expense because we do care about our customers even if it WASN'T our fault. I am disappointed, and I know that UPS needs to be more specific when they ask, "What Brown can do for us?"
Just today another package has been lost. 1Z 322 658 03 4299 878 7 This is too much in too short of a time frame. Losing a package is completely uncalled for, and this hurts us because we shipped rare and limited parts to which we have no replacements.
You have been given a tough assignment, and I understand that you are just our rep. Therefore, I am not angry with you, but with UPS and Crawford. Thank you for your continued help in resolving these issues. Unfortunately, your leaders have failed you.
Robbie
Maule Air Shipping Department
--------------------------------------------------------------------------------
Subject: RE: 1Z3226580342266273
Date: Tue, 30 Oct 2007 15:00:29 -0400
From: Scott@ups
To: Robbie
Robbie,
Will you please ask your customer if Crawford Claims came back out to his location. I am showing that they denied the claim again. I would like to know if they even came back out there.
Thanks,
Scott
Scott
UPS Account Manager
-----Original Message-----
From: Robbie
Sent: Tuesday, October 30, 2007 10:05 AM
To: Scott@ups
Cc: Robbie
Subject: RE: 1Z3226580342266273
Good morning,
Our customer has forwarded photos of the package and the damage. I am not sure if the claims department has done anything proactive since I appealed last Monday. They did not call for a follow up before Tuesday afternoon. I have reviewed these photos and they are almost an representation of the package as it was shipped. The customer stated that he could not close the box for the amount of padding and material inside the box. Please review these photos and take the needed course of action to remedy this. The receiver, our customer, should know the cost of repair and/or replacement sometime this week.
Thank you for your continued support,
Robbie
Maule Air Shipping Department
--------------------------------------------------------------------------------
Subject: RE: 1Z3226580342266273
Date: Tue, 23 Oct 2007 12:34:03 -0400
From: Scott@ups
To: Robbie
Robbie,
I understand completely. Do you have the box and the prop at your location? I would like to come by and inspect and see why Crawford Claims denied this. Or maybe we can simulate this with another box while I am there. I am planning on being in Moultrie on after 12:00 PM. Let me know if you can meet then and we can take a look at this.
Thanks,
Scott
Scott
UPS Account Manager
-----Original Message-----
From: Robbie
Sent: Monday, October 22, 2007 3:11 PM
To: Scott
Cc: Robbie
Subject: 1Z3226580342266273
Good Afternoon, Scott,
I am emailing a concern with a Crawford Insurance claim being denied. Crawford denied the claim on the basis of insufficient packaging, but I called today to dispute that. They claim that all packages are not packed sufficiently, even when they were packed with sufficient cushion.
The item that was damaged was a prop valued somewhere at $$$$$. The packaging was so sufficiently packed that it took several employees to hold the box closed while it was stapled shut. Despite the fact that the prop was packaged well, UPS managed to cause damage to the prop. The blade of the prop supposedly punctured through five layers of cardboard before being struck against a solid object outside of the box.
The box was labeled "do not stand on end", and was peppered with "fragile" and "this side up" labels. The claim should not have been denied on the basis of insufficient packaging. The packaging was sufficient for normal handling without a doubt. The damage that was incurred during transportation was obviously due to unacceptable handling by UPS employees and machinery.
On a separate, but related issue, these claims being denied are becoming somewhat common lately with our high-dollar shipments that are being damaged, and I am concerned with how UPS is not taking responsibility for these damages. We have had a great relationship until now, but this is a big deal and we may have to consider other shipping alternatives if this situation does not improve.
Thank you for your prompt attention and reply to this issue,
Robbie
Maule Air Shipping Department
