What if he calls the post office and they just tell him what the slip tells him, that it was delivered? Im not saying he's right by not doing anything or that he is fully to blame, Im just saying that its easier to take the word of something like a tracking number than a person ya know? Hopefully ya guys can figure it out and get it resolved.
Thats exactly what they do. We have had this happen in the past, and all we get is the run around from the post office.
Here is a copy and paste of my reply to CRSMacgyver:
Chris_The_Battery_Man said:
Sorry man, I haven't been on much lately.
Unfortunately there isn't anything I can do. I wish there was. But it shows delivered. Which means most likely, it was stolen. That is a home owners insurance issue. Below is our shipping insurance policies, copied and pasted from our site.
I understand that you don't want freebies, and even believe that you didn't get it. But I cant send you new packs on us. If I call the post office, they will tell me to contact your's and they will give me the same answer you got from your carrier. So you have done anything that I can do.
Having a sig confirm on insured orders has been something we have discussed in the past, but most of our customers aren't home when they get mail, and they then will bitch because they have to wait another day.
I do feel bad this has happened man. But the only thing I could have done, is contacted your local post office, which you already have done. And even then, I would have gotten no where. We have done that in the past, and they always say that they will look for it, and never call us back.
Im not really sure what it is you want us to do here? And it would suck to see you not buy from us anymore over something that wasn't anything to do with us. USPS either failed to do their job, or someone stole it. Our insurance is something you pay us to not have to go through the post office to have something replaced. We don't use their insurance, because it takes forever on claims. With ours, if it is broken in the mail, or shows not delivered, then we take care of it, and don't bother with the post office.
Insurance: you are given the option if you want to insure your order or not. Insurance will cover you in the event your order is lost or damaged during shipment. The cost of this insurance is 5% of your total order. You can choose not to get insurance. If you choose NOT TO get insurance CheapBatteryPacks.com is not liable for lost or damaged goods. Insurance is calculated using your order total including shipping multiplied by 5%. So $95.00 + $5.00shipping = $100.00 order x 5% = $5 insurance charge.
We offer some of the lowest pricing around. We did not want to raise our prices to make up for lost/damaged goods. It is up to you if you want to be covered or not.
On International order we may require you to use UPS for large dollar orders. It is more difficult to insure international orders. If you have questions email me.
Insurance will not pay out if your item shows "DELIVERED" from its assigned tracking #. If an item is stolen from your door step or mailbox it is not COVERED by our insurance. Our insurance only covers items "NOT" delivered to your destination or if items were damaged in transit. If your item does show delivered but you did not receive it please contact your local Post office or UPS office. Give them the tracking # and explain the circumstances. Most of the time they will have it at the post office because they were unable to deliver it to you. Also, sometimes items will show delivered but in fact were returned to sender for some other reason. In those cases it usually takes about 7 days for us to get those back. Once back we will contact you.
Im not sure what else there is to do here. I am not even sure what he is asking for at this point. Anything that I could have done to help the customer, he did already. For me to contact his post office, and ask the same questions he did, would serve no purpose, because I will get any answers he did. As I said above, our insurance is through us. Not the post office. We do this, so if something needs to be replaced, that falls under the guidelines, we just do it on the spot, without having to mess around with a claim from the post office.
You need to look at it from our shoes.
A customer places a 30 dollar order, that after my labor to make the packs is involved, we pretty much make nothing on. There is a problem in delivery, and it was most likely stolen, or misplaced. Something that is out of our hands. Our policies state clearly, that if it shows delivered, then thats where we are off the hook. At the end of check out, there is a check box AND a place to initial to AGREE to our policies. The customer agrees, and is pissed when we STICK to them.
If I were to not stick to the policies, then that would be unfair to anyone else who has had to play by the rules, and has lost more than 30 bucks. So what makes this customer any more important than the rest, that HE gets to be the exception? It's no different than complaining about getting a speeding ticket when you were doing 70 in a 55. Mike has always told the customers, that if you don't like his policies, dont order from us. And it may make me look like a dick, but I agree. I didn't write the policies, I just have to uphold them. And I would hate to lose my job over 30 bucks in packs...
This problem almost never happens. But when it does, or when someone DOESNT get the insurance, and it is broken in transit, they are the first to complain that we wont cover it.
Now you know why companies have policies. There needs to be a point in any form of warranties or insurance where the company is off the hook. They cant infinitely cover the problems at the customers discretion.
My reply may piss some of you off, and I am sorry if it does. This is not a matter of me dis believing the customer. I feel bad that he got screwed (BY WHOM EVER STOLE IT, NOT US). And surely would feel just as cheated if it were me. But the skinny of it is, that there are policies there for a reason. The customer agreed to them. Thats why you always want to read what you're signing. Otherwise, you're putting your pecker into an unknown hole. Could be glorious, could give you the clap....
In the end, it would suck to lose a customer or 2 over something like this. Especially when in THIS case, its for packs that are really something you cant get anywhere else, and are(What I personally would say) are the best you can get at the moment. In the 9 years we have been doing this, this is only the 2nd thread I have personally seen, where a customer was this upset with our customer service skills. And it may have actually been for a similar reason. Oh well, I will let you decide whats fair
