I shipped out a guitar to a fellow in Minnesota. I sent it UPS Ground, insured, double boxed, packed in foam and bubble wrap. When it arrived, the neck had been pushed away from the body, a huge feat in itself. The box was bent. Somewhere along the line, someone pitched it and it probably hit a table edge or something.
I put in a claim, only to find out that I was not the shipper. I went through a “UPS Store”, instead of using an actual UPS terminal since the terminal’s hours were so lousy. Tried for three weeks to get my claim, and also was told if I sent the owner the money to ship it back so I could do repairs, all claims were void. Huh? How do you explain to your customer you are waiting for some faceless UPS battle between UPS main, and The UPS Store, which it turns out is not owned by UPS at all, it’s MBE corporation, (Mail Boxes, Etc.) who licensed the name from UPS and have an agreement to accept packages for them. In essence, UPS people compete with MBE for the exact same service. But under the claim rules, they are two seperate companies completely. Not good…
Finally, after me just verbally beating up the manager of the store for weeks, he agreed to pay it out of his own pocket. My customer has been waiting three weeks for any kind of action, something I cannot believe. They finally picked up the guitar on 9/15, after him receiving it on 8/25. How’s that for great service?
If you must ship, you might consider straight terminals, actual UPS or Fed Ex pickup. These stores are NOT UPS.
-- Paul, Tennessee, http://www.tsunamiguitars.com