So I had a customer that I repaired his laptop, replaced the entire case and lcd cover. the customer ended up moving in the middle of the repair. So when the laptop was repaired I shipped it to the customer. When he got it the screen was damaged and there was a bend in the case. It was packaged properly with bubble wrap and peanuts. There was insurance on the laptop. so UPS picked up the laptop from the customer, and took pictures of it and then said it met their packing requirements then told me to get a quote from a 3rd party repair company (to prevent overcharging/fraud) the moment I submitted the quote they denied the claim saying it was not packaged properly. So now I am in limbo with this customer I have been fighting UPS to pay the claim on my customers behalf, but at this point the only way to make that happen is to sue them. Since it is not my laptop I don't feel that it's my job to sue UPS to get the repairs done and I feel that the customer would want me to do that. What would you do? Thanks in advance!
Advice for shipping issue
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nlinecomputers
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Yes it is your job to sue. The laptop was in your custody and you in the end are responsible for the laptop until it safely arrives back in the client's hands. That did not happen so you are in the client's eyes at fault. What if your shop had been burglarized and the laptop stolen? Would you not be responsible for it? You have business insurance don't you? Time to get them involved.
If my shop was burglarized I would think that is a different matter and at that point I would use my business insurance to cover all the loses and get everything replaced. But the fact that UPS damaged the laptop and the customer knows that it was them and not me. If I had damaged the laptop I would have been more than happy to pay to fix it and make it right, but as this is UPS's fault and not mine what line do you draw as how much time and resources it would take to sue UPS.
Apparently UPS has changed their claim procedure. I have filed three or so claims in the last five years for shipping damage and they covered the damage with a prompt check, no questions asked. I think they wanted a picture of the damaged box/packaging, but that's it.
ohio_grad_06
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Can you take them to small claims?
nlinecomputers
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You have already made you mind up. So why did you ask here? I'm telling you how I would feel about it if I was your client. I don't care about your issues. You shipped it, you picked UPS over another carrier. Your fault. You dump this in your clients lap and you will lose the client and they will sue you. Just my opinion and it's your risk but that is what I think will happen.
nlinecomputers
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I've never had any luck with UPS or FedEx. Never been paid a claim and after the deductible it wasn't worth an insurance claim on my own insurance. Just eat it and go on.
Mercenary Roadie
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This is why you carry GL insurance. You are insured right?
cypress
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I ship a lot with the post office, don't really use UPS or Fedex too much unless I am RMA'ing something. Personally I would see this thing through on the behalf on the client. Does it suck it got damaged in transit? Heck yeah. I don't exactly think they handle things with diligence in UPS but you gotta put yourself in the shoes of the client.
