Cari
Phoenix,#2Consumer Suggestion
Wed, January 05, 2005
The employees of UPS who told you your refund should come through Office Depot are correct. UPS is a contracted deliverer of Office Depot product. If it is determined UPS damaged the product (and it appears to be the case) Office Depot should pursue a freight claim with UPS, if they so chose. In any case, if Office Depot did not follow the UPS packing guidelines shown in the above response for the initial shipment to you, you are entitled to a refund/replacement/credit, whatever the store's policy is for these claims. I know it's been quite some time but if you still have the ORIGINAL order # and UPS tracking #,call the store. They usually have a time limit but it appears you can demonstrate you have been seeking resolution on this for some time. When speaking with them, concentrate on the original delivery information and product condition. Too much information, like the subsequent UPS shipments to inspect the equipment, will cloud the issue. And the issue is this: UPS, while acting as an agent of Office Depot, delivered product with concealed damage. You have pursued various avenues that exceed what any reasonable person should have to do and it's now time for Office Depot to correct the issue. If you don't get satisfaction with the first person you speak with, ask for their manager. Continue up the chain of command. Be sure to record names and dates and make them give you a date to expect a return phone call. The stopping point is Bruce Nelson, the CEO. Remain calm but be firm. And finally, the lawyer comment is so over-used it no longer means what you were hoping. Large corporations have entire floors devoted to on-staff lawyers and are no longer frightened into action by these threats. What it signals now is the speaker will stop at nothing, including lies, to get what they want and they are not reasonable, especially if this comment is included with the first appeal. It tends to reduce the desire to make the customer happy rather than increase it. The old adage - you get more flies with honey than vinegar - is still so very true. Use it to your advantage! Good Luck!
Krystal
Saint Peters,#3Consumer Comment
Wed, June 16, 2004
No matter HOW good you package them. I shipped through Office Depot, who is supposed to be responsible (UPS told me I am NOT their customer, I'm OD's because I shipped through them, etc.) for all packaging being approved. Before I shipped my computer, I previously shipped (through the same store and with UPS) 2 separate receivers, speakers, and a CD player in regular boxes with NEWSPAPER and they were FINE. So all their BS about packaging being responsible is just that, BS. They know how it was packaged and it WAS packaged securely. I just kept getting tossed back and forth between UPS and OD and no one wants to take responsibility and it is STILL not settled!
Krystal
Saint Peters,#4Consumer Comment
Wed, June 16, 2004
No matter HOW good you package them. I shipped through Office Depot, who is supposed to be responsible (UPS told me I am NOT their customer, I'm OD's because I shipped through them, etc.) for all packaging being approved. Before I shipped my computer, I previously shipped (through the same store and with UPS) 2 separate receivers, speakers, and a CD player in regular boxes with NEWSPAPER and they were FINE. So all their BS about packaging being responsible is just that, BS. They know how it was packaged and it WAS packaged securely. I just kept getting tossed back and forth between UPS and OD and no one wants to take responsibility and it is STILL not settled!
Krystal
Saint Peters,#5Consumer Comment
Wed, June 16, 2004
No matter HOW good you package them. I shipped through Office Depot, who is supposed to be responsible (UPS told me I am NOT their customer, I'm OD's because I shipped through them, etc.) for all packaging being approved. Before I shipped my computer, I previously shipped (through the same store and with UPS) 2 separate receivers, speakers, and a CD player in regular boxes with NEWSPAPER and they were FINE. So all their BS about packaging being responsible is just that, BS. They know how it was packaged and it WAS packaged securely. I just kept getting tossed back and forth between UPS and OD and no one wants to take responsibility and it is STILL not settled!
Krystal
Saint Peters,#6Consumer Comment
Wed, June 16, 2004
No matter HOW good you package them. I shipped through Office Depot, who is supposed to be responsible (UPS told me I am NOT their customer, I'm OD's because I shipped through them, etc.) for all packaging being approved. Before I shipped my computer, I previously shipped (through the same store and with UPS) 2 separate receivers, speakers, and a CD player in regular boxes with NEWSPAPER and they were FINE. So all their BS about packaging being responsible is just that, BS. They know how it was packaged and it WAS packaged securely. I just kept getting tossed back and forth between UPS and OD and no one wants to take responsibility and it is STILL not settled!
Lynn
Racine,#7Consumer Suggestion
Tue, June 15, 2004
Did you pack the computer according to UPS guidelines? I know that if the packaging guidelines weren't followed, UPS will deny the claim. Electronics need to be double boxed, even if they are in the original manufacturers packaging. I got the following information off of ups.com: Double Boxing the Original Manufacturer's Packaging Another option that includes the use of original manufacturer's packaging is double boxing. All electronic equipment should be double boxed unless it complies with the special reuse conditions outlined above. To double box the original manufacturers packaging: Make sure that the original packaging is in good condition, and that the internal foam is not cracked or broken. If the foam is broken, replace with new foam inserts or repair with two-inch wide pressure sensitive tape. It is important that the shipment cannot move within the original manufacturer's shipping container. Select a new shipping container that is at least six inches longer, wider, and higher than the original manufacturer's box. Fill the bottom of the new shipping container with at least three-inches of foam-in-place, polyethylene corner or edge pads, inflatable packaging, loosefill peanuts, or other suitable dunnage material. Do not use crumpled or shredded paper. Place the original manufacturer's box on top of the cushioning material and in the center of the shipping container, allowing for at least three inches of cushioning around the the remaining five sides of the package. Fill the remaining empty space in the package with foam-in-place, polyethylene corner or edge pads, inflatable packaging, loosefill peanuts, or other suitable dunnage material.. Seal the shipping container with either two inches or more width of pressure-sensitive or nylon-reinforced tape, or 60-pound, three inch wide water-activated reinforced tape. Close the box securely, applying three strips of tape to both the top and bottom of the box, so the middle and two edge seams are sealed.