UPS lost package help

Bikerguy

hi guys i have ordered some items from German company - scooter-center.com

exactly set of winter tires and some accessories.
according my tracking number i should get it today. but i didnt. i rang UPS and they said the package has been lost and they have no idea where it is.

does anyone know how long time does it gonna take the investigation process?

they were not really friendly over the phone - like sorry we dont know and the shipper (scoote center) should initiate the investigation.

my tracking stops at 29.10.

i have been told by them that they were working even on bank holidays and there should be scanning report for each day!

Dublin, Ireland 29/10/2011 18:30 Arrival Scan
Tamworth, United Kingdom 29/10/2011 5:46 Departure Scan
Tamworth, United Kingdom 28/10/2011 23:36 Arrival Scan
Barking, United Kingdom 28/10/2011 20:51 Departure Scan
28/10/2011 16:37 Arrival Scan
Herne-Boernig, Germany 28/10/2011 7:24 Departure Scan
28/10/2011 0:02 Arrival Scan
Koeln, Germany 27/10/2011 23:00 Departure Scan
27/10/2011 20:58 Origin Scan
Germany 27/10/2011 10:46 Order Processed: Ready for UPS

ok u may think its not long time, but i have paid extra money to get it faster and the package itselft is worth over 300€. and the package weight is over 7KG so it cant be just lost like a letter.

thanks

Gaffs89

UPS only care about the shipper, not you.I know it's not right, but the sooner you complain to the scooter center the sooner you'll get some action.The scooter center are the customer not you.

Bikerguy

well yeh.... but i paid the money )) anyway i understand. have u got an idea how long time it can take? i mean the procedure in UPS.

gbee

Just file a claim against UPS, they'll try and tell you you can't and tell them you can and **** off while you file the claim and don't accept any excuses ~ tell them no, you're filing and claiming off insurance.

Bet you your package will miraculously appear and be delivered the next day.

j4vier

that s correct , had to deal with a similar situation this time last year.

basically the sender has to file a complaint with ups, who will start an investigation.

ups will update the seller on the status of the investigation, not the receiver, so it will be up to the sender to keep you informed.

generally once ups aknowledge that the package has been lost, they ll pay the sender, which will then be able to offer you an exchange or refund you

took about a month for the investigation to be closed

Gaffs89

Bikerguy wrote: »

well yeh.... but i paid the money )) anyway i understand. have u got an idea how long time it can take? i mean the procedure in UPS.

I know, I know.
I work for a different courier company and we only take real action when the shipper puts a rocket up our arse.Having said that I can't understand it getting lost. All the main courier company's scan everyday.my guess is it's been held up by the bank holiday in spite of them saying they were working. Parcels get broken but very seldom lost. They may have only had a skelaton crew on Monday.

gbee

Gaffs89 wrote: »

I know, I know.
I work for a different courier company and we only take real action when the shipper puts a rocket up our arse.

I can guarantee you, with purchase protection from major credit cards, you're more afraid of me, the purchaser.

OP, bank holiday is legitimate, and I've also found drivers just went home with the van and parked up ~ humans, what? two days. And then just claim.

Gaffs89

gbee wrote: »

I can guarantee you, with purchase protection from major credit cards, you're more afraid of me, the purchaser.

OP, bank holiday is legitimate, and I've also found drivers just went home with the van and parked up ~ humans, what? two days. And then just claim.

So who is he going to claim from? The insurance dept will send the claim form to their customer , the sender.The OP has no contract with UPS.It's not right but that's the way it is.

gbee

Gaffs89 wrote: »

So who is he going to claim from? The insurance dept will send the claim form to their customer , the sender.The OP has no contract with UPS.It's not right but that's the way it is.

Are you speaking for UPS?

Gaffs89

gbee wrote: »

Are you speaking for UPS?

I don't work for UPS.Read my earlier post.
I'm just trying to give a bit of inside info to the OP. Don't waste your energy on UPS . Get the scooter center to tackle them.

Bikerguy

just have been told that the company will start investigation and they keep me informed..:( from scooter center.

they dont know the time yet. i will call UPS again and again untill they will go mad and buy the items for me!

this is crazy..paying more for less!! why would i pick express if it takes more then with an post...:(

Bikerguy

gbee wrote: »

Just file a claim against UPS, they'll try and tell you you can't and tell them you can and **** off while you file the claim and don't accept any excuses ~ tell them no, you're filing and claiming off insurance.

Bet you your package will miraculously appear and be delivered the next day.

i really hope so but there was no scan or any info according my tracking number from saturday.

Gaffs89

Bikerguy wrote: »

just have been told that the company will start investigation and they keep me informed..:( from scooter center.

they dont know the time yet. i will call UPS again and again untill they will go mad and buy the items for me!

this is crazy..paying more for less!! why would i pick express if it takes more then with an post...:(

Sorry Dude, hope it turns up tomorrow. I suspect it will.Let us know how you get on.

Bikerguy

Gaffs89 wrote: »

Sorry Dude, hope it turns up tomorrow. I suspect it will.Let us know how you get on.

i will keep you guys informed. but from reviews it can take up to 2-3 months to get refund or replacement in the worsest scenario. Imagine i will get my tires in february! after winter is over

thanks for now. i will be in touch.

galwayjohn89

I would say it will turn up tomorrow or Thursday. In my experience its not scanned every day only scanned on each stage of the process pickup, leaving depot, arriving depot, sorted etc. Never had any issues with UPS except once when a parcel was delayed a day because of a handling error. have had serious issues with FedEx though.

Bikerguy

I have been told by UPS representative that items that they keep in the depot will be scanned each day. even on bank holiday. they told me that info.

And why they wont update the tracking? it says sheduled delivery 01/11/2011 etc etc.

i am sure its somewhere and they jsut dont know where..:) lets wait for 2morrow and i will come back with results..:) hoping i will get the items and everyone will be happy.

jor el

Bikerguy wrote: »

this is crazy..paying more for less!! why would i pick express if it takes more then with an post...:(

Because something doesn't go wrong every time. A missing parcel happens every now and again, it has nothing to do with how you paid. When it does go missing, you have to wait for them to confirm that it's missing, and then you get it resent.

Bikerguy

jor el wrote: »

Because something doesn't go wrong every time. A missing parcel happens every now and again, it has nothing to do with how you paid. When it does go missing, you have to wait for them to confirm that it's missing, and then you get it resent.

"oh really thanks for constructive info."

all i was asking for was that if someone could share similar experience that i could have an idea about the time schedule - and i can prepare myself for other options.

i know parcels get lost i know it can happend the thing is that i paid for express delivery for no reason.

galwayjohn89

Pretty sure the shipper is entitled to a part refund of the shipping cost. I know I got a part refund from UPS when it happened to me.

DYLF

there is no point wasting your time trying to argue for a refund from UPs. you paid scooter center and THEY paid UPS. so they would have to be the ones to claim. call/email scooter center and tell them that UPS have lost it and ask them to send you a replacement immeadiatly.
if they have insurance they should be able to make a claim and get a full refund but theres no reason you should have to suffer by having to wait for them to fort out the calim

Bikerguy

DYLF wrote: »

there is no point wasting your time trying to argue for a refund from UPs. you paid scooter center and THEY paid UPS. so they would have to be the ones to claim. call/email scooter center and tell them that UPS have lost it and ask them to send you a replacement immeadiatly.
if they have insurance they should be able to make a claim and get a full refund but theres no reason you should have to suffer by having to wait for them to fort out the calim

yeah i though the same. Scooter centre needs to get final confirmation from UPS about the "missing parcel", but UPS cant give me estimated time and Scooter centre is staying away from it now.
Called UPS twice no word about my parcel - and the operator on the phone line told me that sometimes its possible for parcel to appear even without on-line record. that the driver is not scanning it properly or the system isn't updated. But he told me that he really cant locate it...
so fingers crossed waiting for miracle here.

DYLF

Bikerguy wrote: »

yeah i though the same. Scooter centre needs to get final confirmation from UPS about the "missing parcel", but UPS cant give me estimated time and Scooter centre is staying away from it now.
Called UPS twice no word about my parcel - and the operator on the phone line told me that sometimes its possible for parcel to appear even without on-line record. that the driver is not scanning it properly or the system isn't updated. But he told me that he really cant locate it...
so fingers crossed waiting for miracle here.

gonna take a wild guess and assume they didnt insure it and are hoping it will turn up (the standard libality UPS prob wouldnt cover the cost of the tyres)
they wont give you an estamated time.. its like finding your car keys.. you dont know how long its gonna take to find them... but the max should be 4/5 days after that they should have to declare it lost.

and what they said about the driver not scanning it can happen (shouldnt but can) but even at that it hasnt been scanned yesterday or today... they cant blame that on a driver or scanning error

Bikerguy

so recieved the tires finaly at 7pm. no explanation --> only bad face given by driver(UPS) when i asked him why did it take so long! nobody wants to be responsable. at least i have what i wanna. And i am going after them because i paid for express and on label it says standard!!! thats a bit different i asume.

jor el

Bikerguy wrote: »

And i am going after them because i paid for express and on label it says standard!!! thats a bit different i asume.

Ask Scooter Centre for a full refund on the postage costs. Keep the packaging and label as proof of the shipping method. If they ask for it to be returned to them, make copies or take photos first.

galwayjohn89

It depends how the postage was described. Was it just Express delivery or UPS Express. If it was just Express delivery you won't be entitled to anything as UPS Standard is still Express compared to normal post.

Gaffs89

Bikerguy wrote: »

so recieved the tires finaly at 7pm. no explanation --> only bad face given by driver(UPS) when i asked him why did it take so long! nobody wants to be responsable. at least i have what i wanna. And i am going after them because i paid for express and on label it says standard!!! thats a bit different i asume.

Good to hear you're "back on the road".
Are they the same tires that have been missing or a new set . Check the tracking number that you were using last week against the one on the package.

Bikerguy

i am not gonna bother to do anything. in the future i will do everything over the phone. i lost 5 days of my life and few € for phone calls...

btw the post charges were ---> UPS standard and UPS express and i choose the second option. they told me to send email/complain and wait - i did so already.

so i say UPS made a mistake - but lets wait for decision