Actually its a tale of just one. I’d like to take the opportunity to praise UPS (the United Parcel Service) for their end result in an extraneous case.

My friend had me build him a computer, but he lives out of state so I had to send it off.  UPS has good prices in comparison to FedEx and like hell I’m gunna put a desktop computer in the hands of the USPS.  However I know crap happens from time to time, so I packaged the computer in the box the case came in (double walled cardboard and a custom fitting Styrofoam pack), as well as purchased enough insurance to replace the unit should it be necessary.

Well, the worst case scenario ended up happening.  The desktop arrived at my friend’s house with the case trashed and the computer itself, non-functional.  So I had him send it back so I could get a better look at it.  It was indeed broken.

So I filed a claim on UPS’s website (makes things MUCH more convenient to file).  Well UPS came by to pick the unit up while I was in class (when the email I received said the carrier would be in contact).  So I came back having missed him and packaged it up to be sent off the next day where they took it to their nearby hub (this was about the only answer I could get out of the carrier with my simple questions of “where is it going?” “Am I going to get it back?” “When is it going to come back”).  Well 1 rude carrier and 2 days passed, and it was redelivered back to me, and the carrier sped off before I could ask him some questions (kind of a rude fellow).

Another day or two went by and I got a call from what seemed to be a third party telling me my claim had been denied because “it wasn’t packed according to UPS specification”  Well this was crap so I contested the outcome and they escalated it to an adjuster within the company.  He did indeed call back within the time they told me he would (now as bad as the situation was at this point, I can say kudos for UPS to getting back to me and within the times they specified).  Unfortunately, I was in class so I missed the call and he didn’t answer the voicemail I left him.  Well I called again the next day and caught him, and sent pictures of the box and the unit within via email to the adjuster and called him back about 15 minutes later (because he said he would call me back after he got the pictures and I got an email confirmation that my contesting of the outcome of the claim had been approved).  Well he claimed that he hadn’t gotten it still, but oh well.

I waited 2 days and a weekend before finally re-emailing the pics to make sure he got them, within 5 minutes I received a return email…an out of office notification.  Wonderful…But at least I knew he got the email this time.

The very next day I got a call from a different person at UPS (apparently a different division too), unfortunately at an inconvenient time for me to take a call, so I missed it again.

I know what you’re thinking.  “I thought this was supposed to be a good story”.  Well this is where it takes a dramatic turn for the better.  I hate this type of being tossed around stuff typical of many corporations but this next step is where they break the mold.

I call the UPS claims office that had called me back, and immediately I was showered with apologies (sincere ones too “We’re sorry that we broke your package” not “we’re sorry that you have a problem with how we do business”), and after only a few seconds they informed me that my claim was approved and they’d be sending me a check for the claimed amount immediately.  The call was rather short and highly productive.  I received one more asking that I update my account information online because something odd had happened with who to make the check out to so I did and I’ve since been informed via email that my check is on the way.

So UPS ended up making things right, so all I can say is thanks UPS!  You’ve made right what was wronged and I’ll be happy to use your service again farther.