Complain about a product or service

UPS - "Lost" Computers

Almost anything can get damaged or stolen but computers seem to be especially vulnerable to being "lost."

Tia of Brooklyn (4/16/02):
On Wednesday April 10,2002 I was expecting a delivery of five items. Two items from Nike and three items from Dell Computers. My son was home to receive the packages. When UPS arrived the driver gave my son the two packages from Nike which he signed for. He was never given the three boxes from Dell computer. I immediately called UPS to advise them that those three packages were not received. They advised me that the packages were signed for. What they fail to realize is yes my son did sign but was only given two boxes.

UPS • Damaged goods, claims problems • Lost shipments • "Lost" computers • Phantom delivery attempts • Billing Problems • Small business nightmares • "Lost" or damaged artwork and jewelry --- News • Big Brown Goes Hybrid

Since UPS uses an electronic device for signing, when you sign for one package it appears that you signed for all. I spoke to Darrell (UPS security) On April 12th after three consequtive attempts to reach him. He advised me he would do an investigation to locate the stolen computer and would call me back that same day. As of today I still have not heard back from Darrell and noone (not UPS or Dell) has replaced my computer. I paid $978.88 for that computer and don't think it's fair that I don't have it.

Josh of St. Petersburg FL (3/18/02):
UPS has lost a package sent to me for nextday air on 12-22-01, which has still not been resolved. This has been an absolute nightmare and I've had about all I can stand of it. I've been trying to get this whole thing resolved for 3 months now.

UPS customer service, when I first was checking on the status of it, said that it would be ok, b/c they were showing that there was $1000.00 insurance on the package and that if the tracing process couldn't turn the package up, that claims would be cutting me a check for the insured amount. Mailboxes etc (shipper) confirms that the package was insured for $1000.00 as well.

In January a UPS employee came to my house to verify that I never received the package and told my wife that "some of our Christmas help probably walked off with it", referring to my lost computer. On 3-6-2002 I called both Kizzy R in claims dept and Chuck at mailboxes etc: Kizzy Robertson informed me that they hadn't received the claims form and receipts from mailboxes etc. So I called Mailboxes etc... Chuck told me that in fact he did fax over the claims form and all of the receipts that proved A), that insurance was purchased and B) that the value of the package's contents (the receipts for the computer's parts). I told him that Kizzy R is saying she hasn't received it so he agreed to refax the claims form and additional info.

On 3-7-2002 I called Kizzy R back in claims to verify she had received everything she needed from Mailboxes etc and she said that she now had everything she needed to settle this thing and it would be 10 business days before I could expect to hear anything. On 3-18-2002 I called Kizzy R to see what the status of the claim was and I was told that a check for $111.55 was mailed out on 3-15-2002. She said the reason was that she didn't have any proof that insurance was paid for the package and that they didn't receive any 'proof of value', both of which I have and I know to have been faxed to the claims dept twice now.

Just to verify I called Chuck at mailboxes etc again... Chuck told me that he faxed the claims dept all the receipts I had provided him with that proved that $1000 insurance had been purchased and included the receipts for every device in the computer that was lost. This is absolutely ridiculous to have a company as large as UPS have such incompetent employees working for them. I've now incurred documented expenses that show to be a direct result of this whole mess. If there is not a check issued for the full insured amount of the computer in the next week I will pursue complete compensation for the full value of the lost package, which I have receipts to prove the value is greater than the insured amount as well as compensation for the expenses I've encountered.

Jeffrey of Staten Island NY (1/4/02):
I ordered a package from DELL and was supposed to receive it on January 2. When I didn't receive it, I called in and they said that an attempt to deliver was made, and nobody was home. This is a complete lie, because I was personally home, and even if I didn't hear the bell, they would have left an info notice on my door. On January 3 the same happened. When I called UPS they tried to blame it on the shipper. My street is a new street and even though it has been there for 1.5 years they still can't find their way there.

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