to our team at The UPS Store [redacted], here is what transpired after the cable box drop-off. Almost one month after the cable box was brought into the store, the customer came in asking for documentation in regards to the cable box she brought in because she was still being billed for it from her Cable provider, or [redacted]). She had no original receipt which includes a tracking number, nor did she have the [redacted]/[redacted] Return Receipt that The UPS store provides to the customer detailing the model/serial number of the cable box being returned; two pieces of utmost importance for the customer to preserve for their records in case of any mishandling. These documents are automatically generated every time a customer brings in a cable box for return, but the customer could not produce any of these documents. When the customer came into the store asking for a duplicate copy of these 2 documents a month later, the associates were unable to provide them. All the store keeps when handling Corporate Accounts returns for cable boxes are the receipts for these type of return; not an extra copy of the [redacted]/[redacted] return receipt identifying the serial number.In order to further aid, the store associate proceeded to retrieve the copies of the receipts for the month of August/2016, as requested by the customer, and all shipments showed that boxes brought in that month went to [redacted] and none to [redacted], at which time the customer said that she was pretty certain the shipment happened during 8/10-11. The customer then took a picture with her cell phone of the few receipts for these 2 days (where she confirms in her complaint were just 2-3 shipments), and assumed that one of these must be hers. This is how she produced the tracking number: [redacted] stating it as being hers, but she is not completely sure, since she does not have her original receipt. From this point on, she proceeded to file complaint.The associate proceeded to call [redacted] in order to present the situation to the receiving department, and spoke to [redacted] who is the point of contact regarding this case. He has been made aware of the lost box, and together with his supervisor named [redacted] were attempting to further track down the whereabouts of the cable box. The last contact made with [redacted] was make 11/10/16, and he still had no update. According to cable companies, “when your equipment is picked up or turned in, it’s important to GET A RETURNED EQUIPMENT RECEIPT. Make sure it documents that what you returned is a modem or tv boxes. If there are any stickers with serial or MAC numbers, make sure those numbers are on the receipt. Keep the receipt in a safe place, don't forget where you put it. Keep it until the you are no longer billed. In the past, [redacted] has billed customers for equipment that had been returned. Sometimes they lose track of the equipment and the receipt will be your proof that you turned it in to [redacted]”.We have also contacted Corporate Headquarter so that they may further assist, and we too will continue to follow up on this matter.Sincerely,Frank/Virginia Siegel, ownersThe UPS Store #[redacted]==11/11/16Corporate Headquarters of UPS has responded to the above, and has suggested that the customer get in touch again with [redacted] to ask them for the serial number(s) of the box that she is claiming she returned. Corporate HQ has also asked that once the customer obtain the serial numbers, to forward them to me as soon as she has them so that we can search the data base using the serial number. An email was sent to customer with this request 11/12/16.Thank you,[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
According...
to our team at The UPS Store [redacted], here is what transpired after the cable box drop-off. Almost one month after the cable box was brought into the store, the customer came in asking for documentation in regards to the cable box she brought in because she was still being billed for it from her Cable provider, or [redacted]). She had no original receipt which includes a tracking number, nor did she have the [redacted]/[redacted] Return Receipt that The UPS store provides to the customer detailing the model/serial number of the cable box being returned; two pieces of utmost importance for the customer to preserve for their records in case of any mishandling. These documents are automatically generated every time a customer brings in a cable box for return, but the customer could not produce any of these documents. When the customer came into the store asking for a duplicate copy of these 2 documents a month later, the associates were unable to provide them. All the store keeps when handling Corporate Accounts returns for cable boxes are the receipts for these type of return; not an extra copy of the [redacted]/[redacted] return receipt identifying the serial number.In order to further aid, the store associate proceeded to retrieve the copies of the receipts for the month of August/2016, as requested by the customer, and all shipments showed that boxes brought in that month went to [redacted] and none to [redacted], at which time the customer said that she was pretty certain the shipment happened during 8/10-11. The customer then took a picture with her cell phone of the few receipts for these 2 days (where she confirms in her complaint were just 2-3 shipments), and assumed that one of these must be hers. This is how she produced the tracking number: [redacted] stating it as being hers, but she is not completely sure, since she does not have her original receipt. From this point on, she proceeded to file complaint.The associate proceeded to call [redacted] in order to present the situation to the receiving department, and spoke to [redacted] who is the point of contact regarding this case. He has been made aware of the lost box, and together with his supervisor named [redacted] were attempting to further track down the whereabouts of the cable box. The last contact made with [redacted] was make 11/10/16, and he still had no update. According to cable companies, “when your equipment is picked up or turned in, it’s important to GET A RETURNED EQUIPMENT RECEIPT. Make sure it documents that what you returned is a modem or tv boxes. If there are any stickers with serial or MAC numbers, make sure those numbers are on the receipt. Keep the receipt in a safe place, don't forget where you put it. Keep it until the you are no longer billed. In the past, [redacted] has billed customers for equipment that had been returned. Sometimes they lose track of the equipment and the receipt will be your proof that you turned it in to [redacted]”.We have also contacted Corporate Headquarter so that they may further assist, and we too will continue to follow up on this matter.Sincerely,Frank/Virginia Siegel, ownersThe UPS Store #[redacted]==11/11/16Corporate Headquarters of UPS has responded to the above, and has suggested that the customer get in touch again with [redacted] to ask them for the serial number(s) of the box that she is claiming she returned. Corporate HQ has also asked that once the customer obtain the serial numbers, to forward them to me as soon as she has them so that we can search the data base using the serial number. An email was sent to customer with this request 11/12/16.Thank you,[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]