Ups Store - Warranty Repair Went Awry
On 5/12 I took a large item to the UPS Store in North Arlington TX off Lamar St for a pack and ship return option on a warranty repair being charged to the Guitar Center Pro Coverage account. I brought this item in with the shipping label and specific instructions on how to both package and bill this item with points in BOLD stating that the item needed to be double boxed or UPS would not cover any damages to this item unless this happened. The store rep (he appeared to be the owner) argued with me about this point saying it would be too costly to box that way. When I left he confirmed that he would package it properly and that UPS would be responsible because they were doing the packaging and those instructions were if I did it myself.
The item returns to me eventually in the same box they shipped it in and when I un-package it I notice it is cracked on all corners, the seams had separated, and there were chunks of wood missing from the item. I filed a claim promptly with UPS, they picked up my item for inspection, and later denied the claim for "improper packaging", I am still contesting this in a back and forth between UPS--UPS Store--the Shipper--and the Warranty Coverage Service. The only party seeming to work to fix the situation is the Warranty Coverage Service.
The frustration comes most because the store refused to follow specific instructions when they were being paid for! The result is I am without a $700 item that I use as part of my business to pay my bills and have no idea when I will get it back. I'm frustrated at UPS in general for playing the finger pointing game between the entities at the expense of the consumer. I'm pretty sure the manufacturer has already paid almost the total value of this equipment in packaging, shipping, insurance, shipping again, etc to have it destroyed.
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- Product or service
- Improper Packaging
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