Totem cam shipping problem

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Messages 1 - 20 of total 40 in this topic << First  |  < Previous  |  Show All  |  Next >  |  Last >>
Matt's

climber
Topic Author's Original Post - Jan 8, 2013 - 02:51pm PT
Hello,

I ordered some offset basic cams from Totem-- they were shipped via UPS, and the tracking information says that they have been delivered last Wednesday, but I never received the package.

What options do I have? Am I screwed? Should I be talking to UPS or to Totem?

If someone has a phone number for the people who fulfill the totem orders in the USA, that would be great. I couldn't find it on the website...

thanks
couchmaster

climber
pdx
Jan 8, 2013 - 02:57pm PT
Contact the shipper the same way you placed the order explaining the situation.
The Larry

climber
Moab, UT
Jan 8, 2013 - 03:03pm PT
Sounds like UPS dropped the ball or your package got stolen after delivered. You should be able to find out who the driver was via the tracking number.
Mark Hudon

Trad climber
Hood River, OR
Jan 8, 2013 - 03:10pm PT
The Seller should deal with the Shipper. The Customer should just notify the Seller.
Jon Beck

Trad climber
Oceanside
Jan 8, 2013 - 03:13pm PT
Look at your surveillance tapes to see who stole the package off your doorstep.

vininja

Social climber
NJ
Jan 8, 2013 - 03:13pm PT
The OP says UPS = United Parcel Service

Locker says USPS = United States Postal Service/Post Office
Matt's

climber
Topic Author's Reply - Jan 8, 2013 - 03:26pm PT
Ok, thanks for all the replies. I have emailed Totem cams explaining the situation, hopefully it can come to a good resolution.

Again, does anyone one have a phone number for the Totem Cam people in America? All I can find online is a number for the Totem people in Spain.
The user formerly known as stzzo

climber
Sneaking up behind you
Jan 8, 2013 - 03:46pm PT
Ditto to Locker.

It's not Totem's responsibility. They may help out of the goodness of their heart (PR, customer image, etc), but it's up to a buyer to ensure that the delivery address is provided correctly, is a safe place for such things to be delivered, etc.

If it were me, I'd contact UPS and get more details (in many cases, UPS records the name of and gets a signature from the person who accepted the package).

Then I'd go to the delivery address and figure out what's up.
Matt's

climber
Topic Author's Reply - Jan 8, 2013 - 03:47pm PT
Looking at the tracking data, the cams shipped from somewhere in oregon. I would like to talk to those people.
Matt's

climber
Topic Author's Reply - Jan 8, 2013 - 03:49pm PT
STZZO-- according to the tracking info, the driver signed for the package.

The address I gave to Totem was correct, the address that was in the UPS system was also correct.

If the package was stolen from my door, do I have any recourse?
The user formerly known as stzzo

climber
Sneaking up behind you
Jan 8, 2013 - 03:50pm PT
Is the delivery address your home? Your work? A box of some type?

Find out who signed for the package and ask them what they did with it.

[edit]Didn't see your post first. If it was stolen from your house and the driver was authorized to sign for the package, the only recourse you have is homeowner's insurance.

If the driver was not authorized to sign, UPS is responsible.
kennyt

climber
Woodfords,California
Jan 8, 2013 - 03:50pm PT
I think the shipper is plaidman you can find him via supertopo I believe. I recieved my totem cams in just day's
The user formerly known as stzzo

climber
Sneaking up behind you
Jan 8, 2013 - 03:55pm PT
Then again, maybe UPS detailed where they left it. Maybe they left it behind something, out of sight.
Matt's

climber
Topic Author's Reply - Jan 8, 2013 - 03:56pm PT
STZZO

Under where the package was "left at", it says "other-- released"

I assumed this means the driver signed for it?

Kennyt-- are you sure Plaidman is the sender? If so I will PM him
Matt's

climber
Topic Author's Reply - Jan 8, 2013 - 03:57pm PT
Locker-- I cannot for the life of me find a way to talk to someone at UPS. The normal phone number (1800 pick ups) has no way of talking to a person.

If I try to fill out a lost package claim with UPS, they say that since I am the receiver, I should be talking directly to the shipper.
Matt's

climber
Topic Author's Reply - Jan 8, 2013 - 04:04pm PT
Thanks everyone for your help-- it looks like Plaidman is the official us shipping manager for the totems-- I will send him a PM.
Chaz

Trad climber
greater Boss Angeles area
Jan 8, 2013 - 04:10pm PT
Hey Matt,

Here's how to get an actual person on the line at UPS:

http://gethuman.com/phone-number/United-Parcel-Service-UPS/

couchmaster

climber
pdx
Jan 8, 2013 - 04:18pm PT
"If I try to fill out a lost package claim with UPS, they say that since I am the receiver, I should be talking directly to the shipper. "
This is what Hudon and I both suggested a page ago. You're welcome.



BTW, Plaidman may still be out climbing, if his reception is spoty it's cause he's in a canyon filled with ice. I know this how? Another Supertopo thread someplace.

Please understand.
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 9, 2013 - 01:16am PT
Matt

I forwarded the information to my boss. I will follow up for you Matt. Sorry for the mix up. I am trying to find out where the mix up happened. Some how we will get this handled. The best way to get a hold of Totem Cams in Spain is info@totemcams.com

I just got your email today. We will get this worked out.

Plaid
justthemaid

climber
Jim Henson's Basement
Jan 9, 2013 - 03:18am PT
Sound's like Plaid is on it but I'll toss my $.02 in...

As someone who has run a mail order business for many years, here's my thoughts:

It was probably stolen. A delivery guy is not permitted to sign for a "signed receipt" type postage. I suspect the post man just recorded it as delivered to the correct address and someone snatched the package before you got home.

UPS/USPS is going to ask if it was mailed insured. If it wasn't .. they won't compensate sh#t. It's the seller&buyer's responsibility to work that out ahead of time. It's generally the seller's responsibility to cover their own butt on valuable items, but I'm not sure what Totem's policy is.

Regardless... you should still inform them you never received the package and request replacements. Customer satisfaction with most companies means getting the product into your hands. Bad feedback is no bueno to reputable companies so they often just send replacements or refund.

BTW...Was this mailed all the way from Spain or a US distributor? International shipping is a whole other can of worms.

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