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How Not To Ship Computers
jutus writes: "I recently relocated for work from Canada to Florida, and on a suggestion, shipped my equipment (well-packed), with UPS Ground. I've posted some images of the destruction my shipment was subjected to by UPS. UPS Ground does not insure international shipments, so basically I'm up shit creek, no paddle. They have been giving me the textbook run-around for the past week. UPS Canada blames UPS in the U.S., and you can imagine who UPS down here in the States blames. As of yet, UPS has not even attempted to negotiate any compensation for my loss due to their severe negligence ... For Gods sake, use FedEX." My luck has gone the other direction -- I've mostly had good luck with UPS and some misdeliveries with FedEx. Would be nice to hear from any UPS employees reading this about what could have led to the damage jutus illustrates.
You made a couple of mistakes...
Sorry for your loss, but, yes you are up shit creek!
According to the UPS web site, international shipments are automatically insured for $100, and if you want more, you have to declare the shipment's value and pay an additional premium. This matches my experience shipping within the US (I recently shipped a PC to a friend and of course I bought the additional insurance).
So when you say that UPS doesn't insure, what you mean is that you neglected to ask for or buy insurance. Did you assume that you shipment was insured, or did you just forget to ask?
I'm sorry that your PC got busted up, dude, but face it: you screwed up.
--Jim
I saw your images (faster than a speeding /. effect, whoo). I don't mean to sound cruel, but that wasn't "well-packed".
Every so often I get Sun hardware shipped to me. I have learned a few things:
Basically, if you aren't use molded solid foam, you're in trouble. At minimum you should use foam blocks for the sides of the box, and then fill the gaps inside with stuffed eggshell foam (e.g., you don't have custom-molded foam, e.g., you threw out the foam pieces that the computer/case was originally shipped in).
The other day I got a hardware board about the size of my hand. It was shipped in a box the size of my torso. The outside of the box had gone through a war zone, but thanks to all that foam, the card was pristine.
You cannot apply a technological solution to a sociological problem. (Edwards' Law)
I know the grief. I was able to finance the purchase of my laptop because I shipped my desktop (P200MMX back then) and put $2000.00 insurance on it. When my box arrived the hard drives tumbled out of my case and I was like "Oh, my God..."
My housemate recently shipped a downhilling mountain bike from Wyoming, with insurance on it. When the bike arrived they had bashed in what everyone thought were bomb-proof front shocks and bent the rotors on the disc brakes. The typical insurance run-around that they use in *both* cases here are:
- "Oh, it's not our fault, you packaged it incorrectly".
- "Oh, the item was damaged before we shipped it"
- "We'll conduct our own evaluations and keep you informed"
So, this is what you should do, and in my experience works quite well:
* Keep all receipts of the packaging.
* Have it shipped from an authorized shipping outlet, *and* have them sign a letter saying that they packaged it.
* Photo document the packaging if possible.
And when they give you shit about it being not packaged properly, show them but do not hand over the documentation. And if they still give you crap, this is what my housemate did:
* Have a lawyer, lawyer friend, etc, write a letter to UPS, threatening to supeona the records that they have on your package, and the insurance claim paperwork and the inspection results.
Boy did they pay up quick after that. They weren't going to even take a second look at his bike, the lawyer did his thing, and now he's at least getting his disc rotors replaced.
- SK
NEVER EVER EVER send anything by UPS unless you get in insured and 2 day aired or less. If you have ever seen one of their distribution centers, you would be shocked. Imagined miles of conveyer belts going 5 stories up. Boxes on each one... as they roll across, a barcode reader reads the UPC code and an arm will push the box off the conveyer belt to the next level down, depending on it's destination. I saw TV boxes drop 5 stories and onto the ground, the maintenance person just picks it up and throws it back on the belt. They do this for efficiency, but with absolutely no regard to the contents of the packages.
The reason I say 2 day air or less, is because those packages are not as automated... they are taken by actual people from truck to plane to truck to plane. This is probably the only way you can get something shipped intact to it's destination.
First: you must match the package to its contents. DO NOT try to fit as much as you can in a single, LARGE box. Instead, use smaller, properly sized boxes for each major piece of equipment. The biggest reason for this is that a lighter package, when dropped, will not produce as much force on impact. Inevitably, all impact forces are first applied to a specific part of the package or a specific item in the package. Therefore, a heavy package, loaded with many items, when dropped, is more likely to apply enough force to one of the items in it to break them, as compared to similar drops of the items packaged individually.
Second: The items, shipped in the box should NEVER end up as the primary load bearing members of the package structure. This is why computer and monitor boxes a)use double layered corrugated cardboard boxes and b) have heavy-duty Styrofoam pieces to provide an internal structure underneath the skin created by the cardboard. Bubble wrap does not provide such a structure. Additionally, the Styrofoam is resilient, like bubble wrap, but more so. Styrofoam keeps its shape much better.
Now, most times those factors are what keep computers, as shipped from the factory, in retail packaging, safe in shipping. Sometimes, EVEN those factors aren't enough and that's a clear indication of major incompetence on the part of the shipping company.
Those two requirements, it sadly seems, were not met by Jutus (the shipper). So, as much as I hate to point any blame, it seems that some blame does reside on the shipper, not all on the shipping company.
Again, this is my opinion, based on my experience, working in purchasing for the IT department of a med/small company and from years of purchasing my own machines via the 'net or mail-order.
-i
"Thank you for your inquiry. We sincerely apologize for the condition in which your merchandise arrived. We are unable to determine when or where any damage may have occurred to your uninsurable personal effects from Canada. Personal effects imported from Canada to the United States cannot be insured. We are unable to process a Damage Inspection Report for your computer.
Thank you for using UPS Internet Services.
Marilee"
So basically I'm screwed, period.
UPS Canada does not know if the shipment was damaged in the States, and vice versa. In accordance with UPS's policy on these matters, my only choice is to suck it. UPS does not respond to customer needs as one entity. It has a billion departments internally to shove your issue around to for weeks.
Again, if they had offered insurance, I would have taken it. They advertise "dependable" service, and this is my first (and last) time shipping with UPS. Obviously in hindsight I am a moron.
My oversight was in assuming "dependable" service includes your items arriving in one piece.
More importantly:
If you see that the box is obviously fucked up, and you are asked to sign for it... DON'T! Make the driver pack it back into his truck. You do not have to accept the package. The fine print on the reciept often holds you responsible for damages if you do not "inspect the package" before signing for it. I used to work for a mailorder computer company, and that's what we told our customers to do if boxes showed up obviously physically damaged. That way, the boxes are returned to the shipper, and he/she can make a claim for damages. Of course, if you yourself are the shipper, it makes it a little more complicated. Once you've officially accepted delivery, UPS assumes you have accepted the condition of the parcels. Still, I say pester UPS until you get your refund. Call every day if you have to. Have a lawyer friend of yours send a threatening letter. Someone please post a link to a UPS CS page, so that we can all lodge a complaint on this guy's behalf.
If you fall off a building, go real limp, because maybe you'll look like a dummy and people will be like hey, free dummy
USPS Priority Shipping is now handled by FedEx.
the good ground has been paved over by suicidal maniacs
I am very sorry that your equipment was damaged, but you made some very fatal mistakes.
1) Posted in the UPS center where you shipped your equipment are guidelines for packing matterial and minimum crush-strength box matterial for various size/weight packages. Looking at your pictures I can see that your box did NOT meet those guidelines. I can see this just by looking at the pictures.
2) Insurance for your package would have cost $0.35 per $100. That's only $10.50US to insure your shipment for $3,000. I called and verified this for a Canada-to-US shipment.
3) Remember: Your package rides conveyor belts, slides down shutes, is loaded and unloaded on delivery vans, tractor-trailers, and train cars. It travels thousands of miles along with 10's of thousands of other packages some of which may weigh as much as 177lb's and somebody's pakcage has to be on the bottom of the stack. That's the reality of it.
Here are my suggestions:
1) Buy the insurance (duh!!!!)
2) Pack your stuff like it's going to be air-dropped. You know the packaging your G4 came in? That's how you SHOULD have packed it. If you had it would still be fine. There is a reason a new Dell comes in a box strong enough to support a VW.
There is a reason UPS and other shippers have those packing guidelines posted. And the reason they offer insurance is for the people who don't read the shipping guidelines. Sometimes packages that are done right do get damaged, but not often.
Shippers dont' intentionally harm your packages. The damage most likely occured durring transit in a tractor-trailer or box-car. The employees don't kick and drop packages. They just don't. UPS is VERY consious of this. If you are seen intentionally damaging a package you are FIRED ON THE SPOT. I saw a guy get a written warning for dropping a package just 6 inches. I saw another guy get fired for eating a jolly-rancher candy that fell out of a damaged package.
I'm sorry your equipment was damaged. I know you are upset and I know it sucks when this sort of thing happens. I hope my comments will help you avoid having this happen to you again.
TIP: if you want to ship something and absolutely insure it's safety, ship it in a hard plastic cooler. They come in all sizes and are the most indistructible thing you'll ever find. People ship fragile scientific instruments back and forth in GOTT coolers (with the lits taped down) all the time and they never get damaged. I know you can't get a mid-tower pc in one, but I just thought I'd mention it.
-=-=-=-=- osjedi uses Debian GNU/Linux. -=-=-=-=-
In some states if you have an outstanding judgement against a company, you can hire the local police to do the collection. If they refuse to pay up, the police can just confiscate anything that appears to be the dollar value of the judgement.
Soft padding simply won't work through the mail. I made this mistake once, thankfully on far less expensive items. It's especially pathetic when combined with hard, heavy objects like books (for me) or computers (for you).
Although I've seen several "you should have known better" postings, I disagree. Most packing guidelines are very poorly and/or ambiguously written. Just what does "adequate padding" mean? What could be more adequate than padding with several pillows, right? Wrong.
The packing material must not compress or else your packing is useless and you get "exploded" boxes that look, well, like yours. This is why computers are packed by the factory suspended in the middle of the box by styrofoam holders. The holders transfer the load of the other boxes stacked on top through to the boxes stacked underneath without collapsing. Bubble wrap is great for a thin protective layer around individual items, but it won't hold them in place within a box.
It's unfortunate that your lesson was so expensive. I wish you luck in your attempts at getting some reimbursement, however next time be sure to use professional packing materials (sounds like you did-- bubble wrap), leave absolutely zero air space, and plan for several hundred pounds to be sitting on top of whatever you ship.
And that's the problem. I'm currently sitting in the Northern Plains district hub, in the Technology Support Group office. My door is ~10 feet away from the first of the loading doors in our hub, and there's nobody in here deliberately trying to destroy packages.
I'm here for twilight and midnight sorts, and although you are correct in that our particular hub has less volume on midnight sort, there isn't a single sorter, loader, or unloader who's got so much spare time (or is so angry) that he or she is crushing boxes because they say "Fragile."
I'll allow that I'm not constantly observing each individual. However, I'm not management, and I'm actually in the hub ~65% of my night, working on various problems. You would assume that in the approximately 1352 hours I spent in the hub over the last year, I would have observed, at least in passing, some of the behavior which you describe. Strangely enough, I haven't.
As for the theft, UPS takes its integrity very seriously. We had one individual who was using his position to ship packages fraudulently; when this was discovered (the company is scrupulous about its accounting), he not only lost his job, but civil charges were filed against him to recover the money he stole from the company. Criminal charges have been filed against individuals who have stolen package contents, and UPS security offers a $5,000 "stoolie reward" to anyone who presents information or evidence of another individual's theft.
To make a long story short (too late), all you've done is take a few facts (the package cars and feeder trailers get hot in the summer, certain shippers send large volumes on the same route constantly) and string them together to draw conclusions which have no empirical fact to back them up. Sounds like FUD to me.
They that would sacrifice their