Topic Author's Original Post - Jan 8, 2013 - 11:51am 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...
Turned out the Postal Worker that screwed up logged it as such, when in fact, it NEVER arrived...(EDITED: He no longer works for the PO due to making many similar errors, AKA Stealing)...
I never did recieve the item and since I hadn't had it insured...
I was FUKED!!!...
Be interesting to see how your situation plays out...
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.
Because of similar problems some of my customers have had...
THIS was added to my website...
"Insurance for your return shipping is available.
To insure your box for up to $100 dollars, include an additional $2.35. To insure your box for up to $200 dollars, include an additional $2.90. For insurance over $200 dollars, call us. Positive Resoles is not responsible for the loss of your shoes after they leave our shop."...
I would GUESS that it is similar for MOST buisness' otherwise people could be taking advantage of you left and right...
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.
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.
"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.
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.
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.
The next time I need some cams, I will be getting some totems. Awesome customer service gets me every time. Besides that Scott and I have had some cool chats at Facelift, and it's really nice in this day and age of mass manufacturing to know the person that's selling the product. Nice job guys!
Locker maybe you and I can start a trend.
Ethics could come back into fashion.
Seriously I was taught my dad and grandparents how important customer service is and how important it is to a community. I feel privileged that climbers are my community.
I've dealt with the people at Totem in Spain, and it's been great. these guys understand climbing and work well.
if you're still buying BD cams for the sizes where totems are available...
I had this happen with a pair of AT ski bindings and skis a few years back. Purchased from an online retailer that was fairly prominent. Skis said delivered by UPS or Fed Ex, I forget...never showed up. Called retailer and they ended up shipping a second pair. A week later, I had my product in hand. great customer service.Approx. 6 months later and in the middle of summer, another set of skis/bindings showed up in an beat up smashed box. It was my original order. I decided to do the honorable thing and call the retailer to schedule return shipping if they paid for it. Retailer had since closed their doors. My conscience was now clear and I got 2 sets of skis/bindings for the price of 1!
Yeah. Thx Studly. I think I had to strip down to a t-shirt to make it through that squeeze. It's called The Rat Hole for a reason. That was a good day!
I've had 3 different friends get stuck in that thing temporarily, but did not panic, and got thru it. My friend Brian got his helmet stuck half way down because he didn't keep his head turned to the side, he was sliding down the chin strap choking him as the helmet stayed wedged, that was kind of scary since your hands are pinned either up or down. I had to reach way down in the hole and unfasten his chinstrap to set him free. Ivan at 6'6 and 260 barely got thru it, he was caught at the pinch point and really had trouble making the corner. Rob the Slob had his sweater bunch up and couldn't move for 20 minutes. One time there was a party of 3 coming up, and one of their members got stuck and had a mental breakdown thrashing around, they had to reach down and finally drag him out of the hole. He laid on the ground sobbing, curled up in a ball for a long time. The guy with me starts hyperventilating and says he has to go back outside, and starts crawling for the cave entrance where he collected his thoughts and finally went back and did it.
Plaid, good thing after I took that picture you came back out and took off a couple layers and then went for it. or we would have had to break out the vaseline and it wouldn't have been pretty.
Hey, this thread is about customer service at Totem Cams. Totem cams are badass just like the climbers that make them in the Basque Country in Spain. In many placements where all the other cams move around, the Totem goes in all Locker and bomberlike. They made me a believer when I used them. As for customer service, the Plaidman is rad man.
Matt thx for posting the resolution of this matter.
As a result of this issue we are working on giviving customers the option to select signiture required.
Thx Locker. Sure is high praise. I am happy we have another satisfied customer.
It was the guys in Spain that made the decision to resend the cams. They are climbers and care. It's one of the reasons I am proud to be on their team.
There is no i in team, but there is a me. We do it together to get the right thing done.
I had the same thing happen once, UPS said they delivered a package from backcountry.com. Thing is, I was home at the time on the log and the doorbell never rang. I called UPS, got to a person, and they contacted the driver who had accidentally delivered the package to the next door building (different address) where someone had accepted it. The driver went back the next day, retrieved the unopened package, and I had it two days late. Backcountry.com had already issued a refund for me as well, which we then resolved once I had the package.
Let us know!