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Matt's
climber
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Topic Author's Original Post - Jan 8, 2013 - 02:51pm PT
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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
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couchmaster
climber
pdx
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Contact the shipper the same way you placed the order explaining the situation.
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The Larry
climber
Moab, UT
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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.
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Mark Hudon
Trad climber
Hood River, OR
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The Seller should deal with the Shipper. The Customer should just notify the Seller.
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vininja
Social climber
NJ
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The OP says UPS = United Parcel Service
Locker says USPS = United States Postal Service/Post Office
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Matt's
climber
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Topic Author's Reply - Jan 8, 2013 - 03:26pm PT
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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.
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Matt's
climber
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Topic Author's Reply - Jan 8, 2013 - 03:47pm PT
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Looking at the tracking data, the cams shipped from somewhere in oregon. I would like to talk to those people.
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Matt's
climber
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Topic Author's Reply - Jan 8, 2013 - 03:49pm PT
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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?
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kennyt
climber
Woodfords,California
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I think the shipper is plaidman you can find him via supertopo I believe. I recieved my totem cams in just day's
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Matt's
climber
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Topic Author's Reply - Jan 8, 2013 - 03:56pm PT
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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
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Matt's
climber
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Topic Author's Reply - Jan 8, 2013 - 03:57pm PT
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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.
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Matt's
climber
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Topic Author's Reply - Jan 8, 2013 - 04:04pm PT
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Thanks everyone for your help-- it looks like Plaidman is the official us shipping manager for the totems-- I will send him a PM.
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couchmaster
climber
pdx
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"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.
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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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
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justthemaid
climber
Jim Henson's Basement
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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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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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justthemaid -
Sent in the US. We are changing our policy to require a signature for all shipping on all orders as of today.
We at Totem have contacted Matt and will address this issue.
AND I WAS CLIMBING THE MOST AWESOME ICE EVER!!!!
This is the face of a satisfied ice climber.
Plaid
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Mark Hudon
Trad climber
Hood River, OR
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Scott will handle it, he's a good man and won't let you get hosed.
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couchmaster
climber
pdx
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Jan 10, 2013 - 10:19pm PT
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.....unless it's ice hosed of course.....LOL
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Matt's
climber
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Topic Author's Reply - Jan 10, 2013 - 10:57pm PT
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Update-- Scott (plaidman) and I have been in email contact-- customer service has been OUTSTANDING! I will post up once everything is resolved.
best
matt
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 11, 2013 - 01:22am PT
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Thx Matt for posting up.
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 11, 2013 - 01:32am PT
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Locker it feels good to the right thing.
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Vegasclimber
Trad climber
Las Vegas, NV.
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Jan 11, 2013 - 01:36am PT
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Due to this thread -
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!
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 11, 2013 - 02:46am PT
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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.
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nopantsben
climber
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Jan 11, 2013 - 03:24am PT
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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...
.... yer gonna DIE!!!!!!!!!!!
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ruppell
climber
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Jan 11, 2013 - 03:40am PT
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Costumer service? Never heard of such a thing.
I can't wait till you guys loose my new set of cams. lol
In all seriousness though top notch.
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Snowmassguy
Trad climber
Calirado
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Jan 11, 2013 - 10:53am PT
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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!
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Studly
Trad climber
WA
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Jan 11, 2013 - 12:01pm PT
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The Plaidman has extricated himself from more then one tight squeeze. He's a good man. and TOTEM CAMS ROCK!!!
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 11, 2013 - 08:30pm PT
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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!
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Studly
Trad climber
WA
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Jan 11, 2013 - 09:20pm PT
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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.
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Matt's
climber
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Topic Author's Reply - Jan 12, 2013 - 01:15pm PT
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SHIPPING PROBLEM RESOLVED!
The cams showed up at my door today, 9 days after UPS said they had been delivered. I guess they were somewhere deep in the bowels of UPS?
When the package didn't originally show up, Plaidman generously offered to re-send the cams-- I'm glad it didn't come down to that!
best
matt
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 12, 2013 - 03:50pm PT
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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.
It has been great working with you.
Climb On!
Plaid
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 12, 2013 - 11:37pm PT
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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.
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couchmaster
climber
pdx
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Jan 12, 2013 - 11:50pm PT
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Send me those cams if Matt doesn't want them then.
...Kidding. Have 2 sets already. Love em.
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Plaidman
Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
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Jan 13, 2013 - 11:25pm PT
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Couchmaster - No can do on sending you those cams. Glad you like the two sets you have.
We should set up a play day, so your cams and my cams can get out and get hammered. That is if you or I could climb hard enough.
To hammer the cams I mean.
Plaid
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OlympicMtnBoy
climber
Seattle
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Jan 14, 2013 - 02:20am PT
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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.
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