The UPS Store

They agreed to package, insure and ship the musical instrument on 9-15-09 and did so. However, it was never opened in my presence before packaging to make sure that it was in good shape. When I asked them to insure it for 5000.00, they should have opened it in my presense and made a check of the instrument before agreeing to insure it. This was not done. Once it arrived to the buyer and was opened, it was discovered that the instrument had been damaged during shipment. Upon inspection, the buyer reported to me that even though the instrument had been double boxed, that there seemed to be no packing material between the boxes, causing movement inside and possible damage. Photos were taken of the box, packing materials and the damaged musical instrument. I took the photos and my information and I reported this to the UPS store along with an estimate of 400.00 for repairs. A promise of prompt attention to this matter was made. Two months later, I had to again stop by the UPS Store as I had heard nothing. They stated to me that they didn't have the necessary informatio even though I had given them everything. The buyer had also provided UPS at his end with the same information. Finally, about a month later, UPS sent reps out to inspect the instrument. As of 1-9-10, both UPS and the UPS store have twice denied my claim for repairs, stating that upon inspection of the instrument, that they had determined that no damage was incurred during shipment; coming up with the outlandish idea that the damages that they saw happened slowly and over a long period of time, and accusing me of shipping an instrument that was already damaged. They did admit at the time that one of the inner packing boxes was dented and had obvious damage - now they deny that they ever said this. When I tried to talk to the UPS Store on several occasions about this, they always told me that they were not responible and that I had to go thru UPS. UPS refered me to another company called MBA, Inc. The only response I can get from MBA is that they don't make the decisions on the claims, that they only report the findings of UPS to a client. UPS and MBA did promise me in an email last month (Dec 2009) that the UPS Store had decided as an act of good faith because UPS had denied the claim for repairs - to re-imburse me for the money I spent to have them package, insure and ship the item (148.22) -- that was in the middle of Dec, 2009. Yesterday, I got another email frm MBA stating that now UPS and the UPS Store had determined upon a second look at my instrument, that there was no apparant damage at all. When I went in to talk to the manager of the UPS store this morning, all she would say was that she knew who I was and was aware of the problem and that none of the employees there could be held responsible. I was again refered to this mysterious company called MBA. I told her that I had already been in contact with them and UPS several times to no avail. I then asked for the owner's name and phone number and she refused to give me that information. From start to finish, I have been given the run around and lied too. It has become very apparant to me that neither UPS or the UPS Store at Westwood Shopping Center in Fayetteville, NC is going to take responsibility for damaging the instrument, or compensate me in any way. Shipping thru them should have only cost me the initial $148.22. Enstead, it has cost me 548.22 and lots of gas for the 4 or 5 30 mile round trips from my home to their store to check on this. Their poor service and total disreqard for their customers is very obvious at this point. I will never use either the UPS Store or UPS again for any shipping needs. This whole situation is very frustrating and has been very embarassing as I have had to continually apologyze to the buyer for UPS and the UPS Store's poor service and response to this problem. They have been reported to both the Better Business Bureau and the Fayetteville Area Chamber of Commerce. I should not have to pay 400.00 to have an item repaired after I paid the UPS Store and UPS to package for shipment, insure, and ship out of state.

The clerk did not open the case to view the horn before packing it. (The author of this was the principal player of that instrument for the past ten years and it was overhauled in 2005.) The horn was packaged at The UPS Store # 2974 in two boxes with the inner box not packaged snugly in the outer box. The horn was insured for $5K. The horn arrived damaged in OH. The bell flare was crinkled. The UPS inspector determined the damage was the fault of UPS but occurred "over time";i.e., blaming me. As a gesture of alleged goodwill UPS agreed to refund shipping costs but not pay any money for repairs. For the reader's information I am deployed with the military and all this was done via my Power Of Attorney who knows how to treat musical instruments and how fragile they are. The following statements and questions were sent to the Customer Service Representative on December 7, 2009 and as of January 8, 2010 no reply has been received nor has any check been issued. "Like you, I am a third party in this situation. I would like more clarity on your research and how your claims personnel arrived the conclusion that the damage to my horn was done "over time". For your understanding please note that: 1. Damage to brass instruments which occurs "over time" is of the nature of worn valves and lacquer erosion. 2. Gross distortion to the tubing of brass instruments is the result of more violent incidents Based on the following information I cannot arrive at the same conclusion your claims personnel did. 1. The initial packer in Fayetteville did not bother to open the three latches on the case exterior to view the merchandise at all. She would have seen a flawless instrument. 2. The pictures upon arrival show two boxes and not enough packing material in the outer box to keep the inner box immovable or even snugly packed 3. That no consultation of an external musical instrument damage specialist was reported Please advise as to what "research" you engaged in. Did you consult and musical instrument repair specialists? Did you make any direct observations personally?" It is my opinion that UPS Store #2974 and the portion of the parent company which investigates and their customer service section have been reluctant to admit their own shortcomings and are also willing to blame customers for UPS' mistakes.