I was moving to a different province in Canada and I needed to send my PC via mail and most reviews I found online said UPS was safer than most in Canada. I prepared the PC to be shipped, took out the tower cooler and gpu and took it to the store. I paid 45 dollars for their custom box and wrapping and I had it packaged right in front of me. I also paid for insurance so the total came to over 200 CAD. The package arrived quite damaged, a lot of the screws were bent, front panel indented and a side door just couldn't close, the box was also quite beat up so naturally, I filed a complaint since it was insured. almost 6 months went by with absolutely no news, I called them every week and sent new emails asking about any progress but every time I was told "we are working on it", most of my emails were straight up ignored. I finally decided to reach out to BBB (Better Business Bureau) to help me with my case. I quickly received emails from the UPS claims department asking for more pictures which I provided. To be clear, the pictures they requested were of the damaged contents, the box, and the contents INSIDE the box with all the packing material inside. Having nothing better to do, I unplugged my PC, wrapped it up with their bubble wrap and put it back inside the box, I was vrey fortunate that I didn't throw it all away by now. Finally seeing some progress, I made a mistake of hoping my case will finally be settled. I received another email stating a final decision was sent to the original UPS store since they have all the information on my claim, weird but okay. It took over a week of waiting and 2 emails from me for them to finally give me their decision, which was:
" Dear UPS Customer,
We would like to formally clarify that UPS shall not be held liable or responsible for any loss or damage incurred to a package as a result of improper, inadequate, or insufficient packaging.
It is the sole responsibility of the shipper to ensure that all items are packaged in accordance with UPS packaging guidelines and industry standards, with appropriate materials and safeguards suited to the nature, weight, and fragility of the contents. Any damage arising from failure to meet these requirements will not be covered, and UPS will not assume responsibility under such circumstances.
We strongly recommend that all shipments be carefully inspected and securely packed prior to dispatch to minimize the risk of damage during transit.
Should you require further clarification or assistance regarding proper packaging standards, please do not hesitate to contact us.
Thank you for your understanding and cooperation. "
I was astonished. I sent them yet another follow up email with a picture of the receipt where it is clearly indicated that my PC was packaged by UPS at their store. In return, I get another email from them asking for MORE pictures of the PC and the box, moreover, they asked me to put the PC back into the box to show how it was packaged. I sent them every single picture I sent them over the course of the claim which has been going on for over 8 months now. At this point, I just don't know what to do. Do they just ignore people and their claims until they just give up instead of paying them for their insurance? I will be reaching out to BBB again in hopes they could influence UPS to do something. If that doesn't work, I will be looking to escalate it further. If anyone has ideas on how that can be done, please let me know.
If you've read this far, thank you. I just needed to get all of my frustration out.