Join Date: Oct 2015
Location: Kelowna BC Canada
Re: 1998 JPM 90 HAM "lost" by UPS.
Prior to being sent to their central warehouse packages with damaged labels are opened, documented, and sent to a lost and found section of their warehouse, they then get logged into a system so that when a package is realized lost they can go through a sorted list and find it. The label in this case was very well secured and protected in plastic.
The experience as a whole is what has made this so problematic however. I'll give a brief cliffnotes to help me vent.
-2 weeks ago the guitar is shipped.
-A day later I receive a phone call wanting me to authorize UPS to clear the package on my behalf, I agreed.
-Next day they called asking for fees, I immediately paid them.
-4 hours after paying the fees I receive a notification stating the shipment has an exception and fees must be paid.
-I immediately call in and have an overseas support member tell me the shipment is still arriving the next day and the fees probably didn't get processed yet.
-The delivery day has arrived, and I get 3 more notifications asking me to pay the fees, I call in again twice during the day and provide the reference number stating these are already paid.
-Later in the day I get a phone call again asking for fees from a Canadian rep, after explaining the previous situation he responded with "Agh, all right yeah somebody screwed up, I'll phone you back".
-I never received a phone call.
-I call again after the weekend and now they've finally acknowledged the fees are paid, and say the shipment is in transit and should arrive any day.
-I get 3 more notifications asking for payment of fees.
-I call in and speak to a supervisor, she calls me back and says the shipment is in transit and will be delivered the next day.
-I call the next day and demand to have the supervisor's notes read to me, she lied about it being delivered next day, the only information she actually received was that the local warehouse had no idea where it was and that if it showed up they'd deliver it.
-Finally an entire week after I paid the customs fees I call in again and now they inform me I must speak to the shipper to launch an investigation.
-The shipper launches an investigation.
-2 days later it's marked as under investigation.
-I call in at the end of the week for a progress update, I get escalated to a supervisor and then the "investigation" department tells me they need a proof of invoice and have not investigated anything at this time.
-After speaking to the shipper I call back in on Monday to provide the proof of invoice. They refused to transfer me to the investigation department.
-Later in the day I received a call from the true investigation department in Canada, who walked me through the entire process and what had been done to date, and we went through all guitar related products logged in their lost system. She also explains that all tracking updates past California are not physical scans, they are projected updates of where it would be travelling had it not been lost.
-It is now sent to the claims department and considered officially lost.