[Jewelry making - Article 00445] - [Orchid] UPS shipment not delivered

[Zen Sojourner]

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    This isn't EXACTLY metals related, but I figure there's LOTS of
    expertise on this list about shipping things, so if anybody's got
    any advice about how to handle this, I'd appreciate it.  So far UPS
    has been a bunch of buttheads. 

    My son ordered a new computer.  It was to be delivered last
    Thursday. He's been tracking the package on the UPS site.  It was on
    the truck Thursday morning, so he waited for it to arrive at his
    apartment until he had to go to class at about 2 PM. 

    When he got back from class about 4:30, there was still no package,
    so he checked the tracking number again and it told him it had been
    delivered - and signed for - at 2:30.  Well, it wasn't delivered to
    him or to his roomate.  So he IMMEDIATELY called UPS and was told
    that he would have to call the local UPS office the next day to find
    out what happened to the package. 

    He called me later that evening and this sounded like crap to me, so
    *I* called UPS and was told that he would have to contact the
    shipper to find out what had happened to his package.  Of course by
    now it was far too late to call the shipper, they had been closed for
    hours.  He was also told that they COULD NOT and WOULD NOT begin any
    effort to find out who had his package until they were contacted by
    the shipper. I was also told that he COULD NOT call the local UPS
    office and that no UPS person would have told my son to do such a
    thing (eg we're liars). 

    Now keep in mind he notified them just 2 hours after the fact that
    the package had been misdelivered.  Also keep in mind that earlier in
    the week, UPS had misdelivered a package for one of his roomates -
    same address, it was delivered to the wrong building but fortunately
    the person who got it was honest and brought it on over.  Kevin's
    computer, on the other hand, is still nowhere to be found. 

    I told Kevin to have his roomate call UPS and notify them OFFICIALLY
    of the earlier misdelivery.  Since he got his package, he hadn't
    called to make a complaint.  He did call and file the complaint
    about the earlier misdelivery. 

    Kevin called the shipper first thing the next morning and the
    tracing process was initiated.  As of today, he was told by UPS that
    the tracing process had been "closed", but they refused to tell him
    the result - he has to contact the shipper, who, once again, IS
    CLOSED. So he can't find out until tomorrow what has happened to his
    package. 

    At this point, what other actions should we take?  We won't find out
    the result of the trace until tomorrow and because of the lag time
    for the Orchid list I'm going ahead and asking for advice in the
    worst-case scenario - eg, UPS claims that the package was properly
    delivered and they have no liability (It was signed for by initials
    only, and the initials don't match my son or any of his roomates
    names). 

    He paid for it with a Debit card (nominally a Mastercard).  I told
    him to call to find out what recourse he might have through that
    route, if any. 

    At this point I don't know what else to do.  UPS has been totally
    unhelpful, and even flat out obstructionist.  Their motto should
    obviously be, "What can Brown do TO you?" 

Sojourner

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