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Lost Quilt Come Home PageDedicated to displaying lost and stolen quilts and to providing information on protecting quilts. |
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Resolving Problems with UPSIn my own personal dealing with UPS (United Parcel Service), I found they did not freely offer some of the following information. Much of this I found out by accident, on the Internet, or as I was going through the turmoil of having my own quilt misplaced by UPS. • Always insure your quiltWhat are you willing to lose? A few dollars in insurance or your treasured quilt? Remember, you will need a certified appraisal to back up your stated value if the package is lost or damaged. Be sure to check any limitations on what you can insure. Some shippers place limits on what you can insure artwork for. Be sure to read the fine print. UPS's Excess Value Insurance policy is on their website. UPS also offers a hand-carry service that may be an option for extremely high-value packages. These packages are personally handled with extra care. • Require a signature for deliveryBe sure to check the box on the shipping label that says you require a signature for the package to be delivered. (The newer forms even give the option of "Adult Signature Required.") If you do not check this box, UPS can delivery your package without a signature and leave it unattended in "driver release areas" (areas are deemed to be "safe" by UPS). When you require a signature, UPS attempts delivery several days in a row if necessary. If there is still no one to accept the package after several attempts then UPS will return the package to the sender. Please note, one very reliable source has reported that UPS autorizes their drivers to ignore "signature required" directions if delivery is being made in a "safe neighborhood," although this information is not made public. • You can track a package by calling 800-PICK-UPS (800-742-5877)If you call the 800 number with the tracking number assigned to you package and you can find out where your package was last scanned. • You can track your package on the InternetIf you prefer, you can go to www.ups.com/tracking/tracking.html, input your tracking number, and find out where your package was last scanned. • If you want, you can email UPS customer serviceSometimes you can get a little more personal service if you e-mail UPS at customer.service@ups.com and ask for help locating your package. • Just because there is activity on your tracking number, it doesn't necessarily mean the package was physically scannedI was shocked to find this out! Some scans are physical scans where they actually hold a scanner over your package and scan the bar code. These may show on the Internet as a "Location Scan" or "Delivered." Some scans are logical scans or derived scans. This is a computer generated "scan" that occurs when it is assumed that your package is on a certain truck. The computer inputs the data, but no one actually scans the bar code on your package. These may show on the Internet as a "Departure Scan." • If a package is not delivered in a timely manner, you can have a tracer placed on the itemThe shipper has to place the tracer. If you sent the package, you are the shipper. If the package was being returned to you, the person who sent it is the shipper even though you are the owner. A tracer is active for eight business days. • If you are not satisfied with the help you have received, you can ask to talk to a supervisorA supervisor has more authority to help you if the regular operator can not. Sometimes the supervisor can resolve your problem. • If the situation is still not resolved, you can insist on a call from your account executiveEach region of the country has account executives who will deal directly with you on a personal basis. It may take a day or so before they call you back. Be sure to get a name and a direct phone number and call back, Call Back, CALL BACK. Try to be friendly and pleasant. It's not their fault the package was lost. They're trying to help you find it. Ask them who you can send a written complaint to, write it, send it, and call them too. The more people on your side the better. • If a shipping label becomes damaged, the box is opened and all undelivered items are sent to overgoods warehousesThe description of the item is entered into a national database. Your account executive can request the overgoods warehouse personnel to search the database using your detailed description. Personal items are held nine months. Commercial items (something you could buy in a store) that are less than $500 in value are kept less that two weeks. • Severe problems can receive extra attentionIf you have a chronic complaint with the service you are receiving, your shipment can be classified as a "corporate concern" which indicates a greater urgency for the issue to be resolved. • If your package is unrecoverable, UPS will issue a claims formIf you have to submit a claim, you must do it within nine months from the original expected delivery date. Without a written appraisal it may be difficult to establish a value for your quilt. If your quilt is unrecoverable and you do not have an appraisal, you will have to make and submit an invoice for the materials only. They will not pay for labor or sentimental value. • In rare instances, UPS may suspect a theftIf a UPS suspects that a UPS employee has stolen an item, the Loss Prevention Department takes over and investigates. |
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Copyright © 1999 - 2006, Maria Elkins, All Rights Reserved.
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