UPS lost my computer
UPS delivered a new Lenovo computer yesterday. It was supposed to go to my wife, but no such luck.
We live in an apartment building that has been accepting UPS packages for over 30 years. The system is pretty well grooved in by now. So it was quite unusual for a package to be missing, seven hours after the UPS website said it was delivered. Also strange was the name of the person who signed for the package; it wasn't anyone who works in our building.
Last night, my wife called UPS and was told the computer was not delivered to our building at all. Instead of being delivered to 8 East 8th Street (the addresses are fictional but illustrative), it went to 777 East 77th Street. You have to call UPS to learn the actual delivery address because the website tracking says only that the package was delivered, it doesn't say where.
But is the computer really at 777 East 77th Street? As I write this, it has been about 20 hours since the first of multiple phone calls to UPS. No one there knows exactly what happened to the package. Their first reaction was to trace the package, a process that takes a week. A week, as if it were 1977 again.
Needless to say, Lenovo was contacted too. You might think they could lean on UPS to get a straight answer. So far, multiple contacts with Lenovo have produced nothing.
Looks like we have to wait all over again for Lenovo to build and ship a new computer, a process that took ten days the first time around (four to build, six to ship). But that process can't start until Lenovo or UPS declares the first machine missing in action and we don't yet know when that will happen.
With all their many computer systems, how can UPS lose a package? Was it stolen or sold rather than lost? Can UPS ever make a final determination about what happened? Is there a Bermuda triangle in New York City? We'll see. Watch this space.
Who really gets screwed here? That is, if the computer never turns up, who is out the cost of the machine? Lenovo? UPS? One of their insurance companies? If you know, please leave a comment below. Thanks.
Over the years, my wife and I have had many computers delivered to us. This was the first time anything went wrong. If something like this has happened to you, please leave a comment below.
Defensive computing even extends this request to the shipping company.
Update. January 18, 2008. After dealing with UPS for a day or so, and getting nowhere, Lenovo agreed to build and ship a second computer.
Update. February 15, 2008. The replacement computer showed up today. Finally. The majority of the delay was on Lenovo's end rather than from UPS. For whatever reason it took Lenovo a much longer time to build the second machine than the first one. Both were made and mailed from Mexico. If I had to do it again, I would cancel the original order, make sure the credit card company didn't bill me for it and place a new order - one unrelated to the original order. That would have saved about three weeks. Neither Lenovo or UPS ever got back to us about what happened to the original computer.
Update. February 20, 2008. The original computer showed up today. I refused delivery.
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Michael Horowitz is an independent computer consultant and the author of several classes on Defensive Computing. He is a member of the CNET Blog Network, and is not an employee of CNET. Disclosure. 
I love UPS because they have live updates via UPS.com, get the packages through customs, and have always gotten packages delivered by the date they say they will. BUT its tooo expensive.
We recently switched to USPS. They dont give me an estimated delivery date and my customers have to pickup their packages at their post office or at customs. (Anyone feel free to correct me if I'm mistaken). UPS actually gets packages to customers door.
One more thing, what is up with VAT tax!?!?! 22% for my customers in Sweeden!? (This might be fore the whole EU from the USA)
AND ANOTHER THING... what is the cheapest way to ship a 2 pound package internationally? My conclusion thus far is that the cheapest option is USPS Priority Mail International.. Does anyone else have any ideas?
I worked a temp job at UPS once and believe it or not they do not keep good records at all. I believe that is why they hire temps to magically fix their filing problems which isn't going to happen either.
I ordered memory module for my pda once but they never delivered it on time and when I called UPS eventually they delivered it a week later but I got a machine on the phone and when I finally did get someone he sounded stressed and overworked. Ultimately I blame UPS.
This actually was an international shipment. Lenovo shipped the computer from Monterrey, Mexico
Michael Horowitz
If Lenovo does not have an agreement with UPS as far as a 100% shipping guarantee then you may end up eating the cost and having to speak numerous times with Lenovo to be either reimbursed for it or to receive a new computer. Unfortunately this happens more times than you think and it is never a fun situation.
This happened to me. A delivery was made to the wrong address down the block; it was so stated on the photocopy of the signed receipt . Still UPS insisted that I had signed off and that delivery was to the correct address! The local UPS manager refused to budge and admit delivery was made to wrong address. Ultimately, my vendor/shipper reshipped and gave me free shipping on next order for my troubles.
In the first instance, you should have been dealing with Lenovo. Why did you get involved with UPS? I did, because UPS claimed I got the package and I had to call them to dispute the signature and address. Ordinarily, you let the seller deal with the misdelivery or nondelivery. However, merely having some system in place for 30 years doesn't say the system works--in any event, if this is your first nondelivery, you may not be in the Bermuda Triangle, but you're certainly not living in the real world either. And if it's not your first nondelivery, why are you getting all bunched up?
I had a similar issue arise when ordering a computer myself. UPS only cares about emptying the truck by the end of the day. They left my NEW PC on the front door of a 24 unit apartment, with NO signature! Then when I confronted them as to why, they claimed to have " A signature on file" for drop offs when no one is home,....except that was for a different address which was a single family home! In the end, after HOURS on the phone with HP, then UPS, i finally achieved some results and was shipped a new PC. But it took well over 6-7 combined HOURS on the phone, plus some long distance charges to resolve this. So to anyone who has EVER signed to have packages left on your doorstep, you may want to reconsider....especially if you have moved to a multi resident dwelling.
Hope all turns out well, best wishes
Bri
I seriously believe, the only way anyone will ever get better service is through numbers. People joining to say, "Not anymore".
In response to 'spingarn' to "lighten up" and that "things happen" UPS has had many years to perfect the system so that packages do not get damaged or lost. We pay good money for this service and as clients we deserve better service or at least better cooperation. If the IT manager says to his CEO, "sorry I lost your data today, hey things happen". What do you think the response would be. The same response should be shared here, in this scenario with UPS.
- by Grevic July 27, 2009 4:08 PM PDT
- On Oct 27 2008 My Aunt shipped an $890.00 laptop to Gateway Via UPS. Ups claims someone at Gateway signed for the item, Gateway claims they never took possesion of the laptop. I don't think it's fair that two reputable companies have taken advantage of a senior citizen. The laptop was paid in full. No my Aunt is not only without her laptop, she is also out of $890.00. Someone should stop all the crap and compensate my Aunt for her loss. I tried to trace the computer through UPS with thier own tracking # and I've talked with both Companies with no satisfaction. I don't know who can help us solve this problem. hopefully someone can help.
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