Japolina!: UPS

As you may recall, I had a bit of drama with UPS. If you don't feel like going back and reading all that here is the brief recap:
1. I sold this amazing retired piece of MacKenzie Childs pottery on eBay..

2. I shipped it via UPS and it arrived looking like this...

3. I had insured it using UPS's "insurance"

4. I tried to file an insurance claim and had trouble with this.

5. I called UPS and had horrible customer service.

6. I emailed and faxed UPS's top six executives complaining.

7. Shortly after doing this, someone from UPS's corporate office called me and promised to assist me with the claim.

Well, the buyer and I cooperated with UPS. We sent before and after photos of the item and the packaging. We arranged a time for them to go to the buyer's house to survey the damage. Guess what happened?

UPS denied the claim!

Huh?

The reason was that they claimed that the item was improperly packaged due to the fact that the 100 feet of bubble wrap that I used was of the tiny bubble variety and not the big bubbles! They just ignored the fact that the box looked like it was kicked down a hill when it arrived.

I emailed all six UPS executives and my current contact, Scott. Here is the email:

I just received a denial of this claim. Needless to say, I am very upset. I used adequate cushioning and double boxed the package. All of this was done in accordance with UPS shipping guidelines. It is obvious that somewhere in the UPS chain this boxed was mishandled.

My buyer (the recipient) and I fully co operated with the investigation of this claim. We provided photos, proof of value and allowed an inspection.

I would like to appeal this decision. Please advise as to how I can file an appeal.

After reading online about how UPS denies just about every claim that is filed, I think that UPS is committing fraud. I paid for insurance. I packaged the box according to your own guidelines. I dropped it off in perfect condition at the UPS drop off point inside office depot. What more could I do?

If I am unable to appeal this decision, I will seek legal action and will contact the media. I wrote about this situation last week on my blog which gets 5000 hits per month. My story was already mentioned last weekend at a sales conference for small businesses in Dallas, Texas where 600 small business owners heard about how UPS gives poor customer service. I've also already posted my story on the ebay "seller central" forum. I was really hoping that I could follow up with a blog post explaining how UPS did the right thing and educate my readers about packaging techniques. I guess that this is not happening at this point.

I feel that this is absolutely insurance fraud and that I have been the victim of a scam. I'm certain that I am not the only one and if this matter is not re-considered, I will be seeking other victims and will consider class action.

Please advise as to the appeals process.

Well, I never got answers to the questions in my email, however, UPS did reverse the decision and have now put my claim in line for payment. Victory!

I do have to say that my contact at UPS, Scott, was very professional and stayed on top of my case. I am really happy that UPS did the right thing but I'm still confused as to how UPS insurance works. I have reached out to UPS to ask them if they would like to be interviewed on the topic as I think that it would be useful to other sellers but as of yet, they have not responded.

I wish that I knew what to do in the future. Ship with UPS and hope for the best or look for alternates? Does anyone know? This was a long and exhausting ordeal over one (small for UPS) claim. (big for me!)

I just sold these