The UPS Store #1565

Complaint: ***
I am rejecting this response because:
I was at no time offered the aforementioned premium packaging upgrade which the store owner alleges, nor should I have required such packaging for the computer to arrive safely I did not receive the package back to me with enough packaging to conform to UPS standards, and any statements made otherwise by the store owner are false While it may have been permitted for UPS to let this one slide since the store bears the UPS name, it is not truthful that the actual specifications of the packaging conformed to UPS packaging standards As mentioned previously, I have shipped many hundreds of such computers before and the two computers which I shipped through this store on THE SAME DAY both took major damage as a result of their poor packaging specifications In my company's years of business, the only other UPS store I have shipped through to have been returned to sender because of carrier damage was at the OTHER store (located on Magnolia) owned by the SAME PEOPLE, so for the store owner to make such a claim is not only erroneousit points out the utter inability of the current management to instruct their personnel how to properly package large electronic items It is excusable with the volume of packages that my company ships out that one or two should be damaged in shipping, but what is not excusable is when the damage is the result of negligence on the part of "packaging experts" over at UPS store #Harmony Road coupled with the lack of apology for such negligence Make no mistake, "I'm sorry for what happened," is very much a distinct statement from "I am sorry for my company's negligence."I do not appreciate the personal jabs at my own character calling me "belligerent, argumentative and difficult," or the remarks stating that I am a " very troubled person with many issues lashing out in anger," or being called "aggressive and hostile" as they are not only but point to this store owner's own inability to practice good customer service as the UPS code of ethics would dictate It is true that I threatened to write bad reviews and write to corporate, which I don't think could possibly be considered outside of my rights as a customer It is that I refused to take callswhat is closer to the truth is that I was and am presently traveling in South America and therefore unable to answer the phonethough my attempts at civil e-mail conversation have so far been met with a referral to the store owner's attorney My resolution to the store owner's refusal of service, refusal to apologize for negligence, and grievous personal remarks is simpleaccept service again, apologize for negligence, and apologize for making such insulting personal remarks Short of this, I will not consider this matter resolved
Regards,
*** ***

[redacted] came into our store and requested we pack and ship a computer for him.  We packaged the computer he wanted to ship per UPS standards.  We recommended custom packaging to account for the size and weight of his computer, but he did not want to incur the additional cost.  His only...

concern was “is it covered”.  This concerned us we are aware that he has a history of claims for damage made at other The UPS Store’s.  Unfortunately, the computer was damaged in transit.  The damage incurred was internal to the machine (motherboard separating from the chassis) for which it is impossible for us to cushion and protect from the normal rigors of shipping transit as we do not open the machine.   [redacted] received an apology for the incident (as we do in all claims cases) and payment for not only the damage repairs but also the shipping and packaging charges from UPS.  Our store submitted and processed the claim.  We cannot control the timing of the process or reimbursement, but the claim was paid in March.  UPS would not have reimbursed if the package had not been prepared to UPS standards.  The UPS Store's are not exempt from UPS packaging standards as [redacted] implies.  Throughout the process [redacted] was belligerent, argumentative and difficult.  We were also concerned that he has a history of damaged products while shipping.  Lastly, he refused to pay the cost of custom packaging as we recommended.  As a result of the history we have with his computers getting damaged in transit, we politely informed him we did not want to bear the risk of packing and shipping any more computers.  We informed him that this did not prevent him from shipping his computers on his own UPS account or at the UPS Customer Service counter.  He became aggressive and hostile and threatened to write bad reviews and complain to UPS management unless we continued shipping computers for him.  He also refused to return multiple attempts to contact him by phone to discuss matters.  These behaviors made us more concerned and resolute in our decision not to ship more computers for him.  It is difficult to believe that he complains about our service, as the below e-mails show he was insistent we continue to ship for him.  It is only after we refused to ship his computers that this issue arose,  nearly two months after the claim payment  was made, does he complain about the quality of our service. We operate two The UPS Stores in Fort Collins.  We took ownership of our first store in 2004.  This is the first Revdex.com, or other type of complaint, that I can recall in regards to our packaging.  We perform our services professionally and properly.  We have shipped tens of thousands of items for 11 years with very, very few problems.  This was simply a matter of a very troubled person with many issues lashing out in anger.