What I don't understand is if UPS's policy is to not honor insurance over $1K than how come the UPS (or UPS store) sold you insurance for the full value?
Bottom line get the buyer to file a police report. Get a copy of the report. Go to a camera store and have them sign a letter stating how much the camera + box weigh to prove that the camera was in the box. Print the pictures of the tampering and all UPS correspondence. File with small claims *today* against UPS and the UPS store.
I never use the court systems and I'd usually rather just take a loss than waste my time. However, I'd hate to see UPS set a precedent like this and get away with it. It's criminal. You're not filing a claim because they damaged it or lost it. You're filing a claim because UPS fricken robbed you! So this is a criminal matter not a civil matter. I'd sue them for triple damages. They'll probably settle with you. Sending a letter to Scott Davis, the CEO is a good idea. But in my opinion the guy is a *BLEEP* as evidenced by how he runs his company. But remind him this is a criminal case and you are going to court. Also because this is criminal you could also file for a real jury trial. That will cost UPS a fortune - then they will settle. I'd actually suggest finding out who their lead legal counsel is and sending a copy of everything to him as well. Their legal counsel is going to realize this is looking very bad for UPS. Call the legal counsel's office. Explain the situation. Sound like a reasonable guy they can talk to - don't get all pissy with them. They know how to negotiate better than you and they bully people for a living. So just realize that going in. Just stay calm. Stick to your talking points. Mail them everything and tell them they have 30 days to settle in writing. And don't give them one day longer. They will realize they don't want this going to trial. Their time is worth more than $3K.
I stopped shipping with UPS years ago because of this type of stuff. There are a lot of bad apples there. I now ship only with FedEx. I once had a CPU stolen from a shipment. I filed a claim and FedEx paid for it. Done. Yes they are not perfect either. But they know what to do when they've stolen something. UPS doesn't.
I'm usually a peace and love guy - turn the other cheek - but this is really wrong. I've seen UPS walk over too many people.
David - take Goliath to court and win it for all of us!
Just for humor... I once had a customer return an item. I told him to ship it FedEx and bill it to my account. Instead he shipped it UPS but he shipped it in one of those Fedex boxes. Oh! Dude! UPS had a field day with that FedEx box! I have never in my life seen such a mangled box. It was clearly intentional 10x. The UPS driver tried to just leave it at our doorstep - coward! Then he tried to make a break for it. I chased him down several city blocks and caught him and refused the package. He was pissed. That was classic.
If you bought $3800 worth of insurance and you have a receipt for the insurance, and a receipt with the shipping weight what ever you do don't accept any thing other than the full $3800 with out consulting an attorney first. Get a notarized statement from the buyer on the box weight and copies of the photos they took. If you accept a payment of $1,000 you will may waive any ability to pursue a claim in court as that could count as a settlement. Even if you can't get a judgment for the full $3800 against the UPS franchise that sold you the insurance most states allow small claims to be 2-3K. Just be aware in some states the defendant can bump the case to district court so get qualified advice before you start a claim or accept a settlement.
Hope it works out ion the end.
Do any of your local TV stations have a "Call for Help" or consumer affairs reporter? I'd be talking to them as well as an attorney. If UPS' standard procedure is to deny any claim over $1000 because insurance was purchased at a UPS STORE, then there seemingly is fraud involved on at least one level and maybe two -- unless the UPS store is prepared to stand good for it.
Another avenue would be the insurance commissioner in your state. That is, after all, the crux of the problem. You purchased insurance that is apparently structured in such a way that you can never collect on the full value that the policy was written for.
Thanks to all. Just reading these suggestions gets my adrenaline pumping. Just to clarify the insurance. I printed the label and purchased the insurance online. Because the value was so high, I was provided with another high-value form that instructed me to either have the UPS customer counter person or driver sign for the package. The UPS Store said to leave it with them and they would have the drive sign (which they did) and I picked it up when I heard the box was empty. The buyer did file a police report so I will get a copy. I am going to relentlessly pursue this.
Good on you, sir. and I can't thank you enough for posting your experiences with UPS. My son and I exchange camera gear between Rochester NY and Philly, and I have insured, as has he, some very high-end gear that we've sent back and forth. When next I do this, I will have a "conversation" with the UPS Store drone about WTF is up with your fewking insurance bullshit. And I'll wait till there's a dozen customers in the store to do it.!! Good luck, sir. tony
Ant thanks for chiming in - this is exactly what I personally would like to see; a chorus of FM users saying WTF UPS? That might get their attention. This is isn't right in my opinion and I'm not using UPS until they take care of our fellow FM'er here. If you are reading this thread and you agree say so. 'Nuff said on my part.
I had them deny a claim once because they ADMITTEDLY lost part of a shipment, then they said they weren't responsible because the packaging didn't meet their "standards" (another hidden document) and didn't have proper sidewall strength. my response was "who cares how it was packed, you LOST THE F***ING PACKAGE!"
it also seems like they treat their employees like crap - work them to the bone, hound them with constant monitoring, treating them like two year olds, etc.
anyways good luck to the OP. I'd small claims court them for sure. I can't imagine any judge saying that it's not misleading for a UPS store to sell UPS insurance and then claim the store is a third party operation. can't see how that'd hold up. good luck, keep us posted
OP, you need to take this up with State or City Consumer offices as well. UPS advertises that the UPS Store is the same as UPS. To not honor an insurance claim because of this is BS.
Sorry that it took your experience to teach me not to use UPS Store for high dollar items.
It sounds like to me, that the UPS store is where your camera was stolen. I'd file a police report as well. Maybe talk to the owners of the UPS Store as well.
Its funny..that its a UPS store..but they won't honor the same insurance as they would if you actually take it to a UPS Facility! what a bunch of BS. It probably is due to that UPS stores are franchises vs actual UPS employees working...but wtf man..it says UPS Store...you have an expectation that it is the same bloody thing as going to a UPS facility. if its not, then change the Fukin name of the store.
Consider the social media route if both you and the buyer aren't happy with resolution from
UPS AKA: 'OOPS'. United Airline shares dropped 10 % in the wake of United Breaks Guitars going viral, and the airline lost the PR war trying to make things right long after their actions would have been helpful. Just sayin'. People less in the right than you have waged and won battles in the bloody arena of the Interweb. Done right, you get vindicated, the buyer gets compensated, and OOPS gets righteously and publicly spanked for their sloppy ham-fisted shenanigans.
Good luck, sir. tony