Totem cam shipping problem

Search
Go

Discussion Topic

Return to Forum List
Post a Reply
Messages 1 - 55 of total 55 in this topic
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
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 02:55pm PT

I'd go with USPS screwing up...

Has happened to me before also...

Tracking showed that it had been DELIVERED...

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...

PLEASE post the long term outcome...

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.
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:07pm PT


This is the PROBLEM...

"and the tracking information says that they have been delivered last Wednesday"...

Good luck getting Totem to replace it since it's NOT their fault...

GOOD LUCK holding the PO responsible...

If you didn't have it insured...

my GUESS is, just like with myself...

YOU'RE FUKED!!!...




EDITED:

Your sh!t is somewhere...

IF you're LUCKY as hell, the recipient of your GUDS will be HONEST and get it back to the PO for re-delivery...


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.
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:12pm PT
"The Seller should deal with the Shipper. The Customer should just notify the Seller."...

Just think...

You order some sh!t and it ARRIVES (CONFIRMED by the Tracking number)...

So then you CLAIM it never arrived and EXPECT the shipper to send you another one...

I can see it now...

FREE GEAR FOR EVERYONE FOR LIFE!!!...

LOL!!!...



GOOD LUCK!!!...
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
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:15pm PT
"The OP says UPS = United Parcel Service

Locker says USPS = United States Postal Service"
...



As if it makes a big difference...

Dude still didn't get his sh!t...




EDITED:

When a "tracking #" CONFIRMS that it did indeed ARRIVE...

that pretty much puts a nail in that coffin...

locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:23pm PT

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...

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.
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:32pm PT



Matt's...

spend a few bucks and call them 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
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:51pm PT


"If the package was stolen from my door, do I have any recourse?"...

Yeah...

Ordering ANOTHER one...

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.
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:55pm PT

All joking aside...

If it were me...

I would be getting a hold of UPS and talking to the person that DELIVERED and SIGNED for your order...

That, I would think, is your BEST bet...



And if it DID get stolen off your porch or wherever...

well, real good chance there ISN'T sh!t you can do about it except learn from this and do whatever you can to insure that it doesn't happen again...




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.
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:58pm PT



"Then again, maybe UPS detailed where they left it. Maybe they left it behind something, out of sight."...


Check your NEIGHBORS???...

Maybe one of them recieved it???...

locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 03:59pm 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."
...



Man, I FEEL your pain!!!...

I was fuking livid when it happened to me not that long back...



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.
locker

Social climber
state of Kumbaya...
Jan 8, 2013 - 04:05pm PT


PLEASE post the outcome...

and GOOD LUCK Matt's!!!...

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.

Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 9, 2013 - 09:08am PT
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.
I love ice!!!
I love ice!!!
Credit: Plaidman


Plaid
Mark Hudon

Trad climber
Hood River, OR
Jan 9, 2013 - 10:49am PT
Scott will handle it, he's a good man and won't let you get hosed.
couchmaster

climber
pdx
Jan 10, 2013 - 10:19pm PT
.....unless it's ice hosed of course.....LOL
Matt's

climber
Topic Author's Reply - Jan 10, 2013 - 10:57pm PT
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
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 11, 2013 - 01:22am PT
Thx Matt for posting up.
locker

Social climber
state of Kumbaya...
Jan 11, 2013 - 01:26am PT


COOL as hell and GREAT to see yet another Climbing company that understands and APPRECIATES their customers...

Right on to Totem and Plaid!!!...

Way to go!!!...

Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 11, 2013 - 01:32am PT
Locker it feels good to the right thing.
Vegasclimber

Trad climber
Las Vegas, NV.
Jan 11, 2013 - 01:36am PT
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!
locker

Social climber
state of Kumbaya...
Jan 11, 2013 - 02:11am PT


"Locker it feels good to the right thing."...

I totally and 100% AGREE with you on that one Plaid...

It DOES indeed!!!...

I hold myself to very similar standards, in my little for sh!t shoe resoling business...

I sure WISH other establishments would follow in suit...

Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 11, 2013 - 02:46am PT
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.
nopantsben

climber
Jan 11, 2013 - 03:24am PT
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!!!!!!!!!!!
ruppell

climber
Jan 11, 2013 - 03:40am PT
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.
locker

Social climber
state of Kumbaya...
Jan 11, 2013 - 04:52am PT

"...how important customer service is and how important it is to a community."...



For a few here on ST...

there could be a good, "Pop quiz" on that one...

;-)


Snowmassguy

Trad climber
Calirado
Jan 11, 2013 - 10:53am PT
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!
Studly

Trad climber
WA
Jan 11, 2013 - 12:01pm PT
The Plaidman has extricated himself from more then one tight squeeze. He's a good man. and TOTEM CAMS ROCK!!!
The Plaidman beginning the squeeze passage in Deadhorse Cave.
The Plaidman beginning the squeeze passage in Deadhorse Cave.
Credit: Studly
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 11, 2013 - 08:30pm PT
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!
Studly

Trad climber
WA
Jan 11, 2013 - 09:20pm PT
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's

climber
Topic Author's Reply - Jan 12, 2013 - 01:15pm PT
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
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 12, 2013 - 03:50pm PT
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
locker

Social climber
state of Kumbaya...
Jan 12, 2013 - 03:59pm PT
GREAT!!!...


and to Plaidman and his (And Totems) offer to sending some other cams...

FAN-FUKING-TASTIC!!!...

Talk about GREAT "Customer service"...



Sure WISH that OTHER businesses would fuking CATCH ON to how IMPORTANT it is to treat their CUSTOMERS well...

You at TOTEM have it down to the 'T'...



NICE!!!...

Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 12, 2013 - 11:37pm PT
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.
couchmaster

climber
pdx
Jan 12, 2013 - 11:50pm PT
Send me those cams if Matt doesn't want them then.













...Kidding. Have 2 sets already. Love em.
Plaidman

Trad climber
South Slope of Mt. Tabor, Portland, Oregon, USA
Jan 13, 2013 - 11:25pm PT
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
OlympicMtnBoy

climber
Seattle
Jan 14, 2013 - 02:20am PT
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.
Messages 1 - 55 of total 55 in this topic
Return to Forum List
Post a Reply
 
Our Guidebooks
Check 'em out!
SuperTopo Guidebooks


Try a free sample topo!

 
SuperTopo on the Web

Review Categories
Recent Trip Report and Articles
Recent Route Beta
Recent Gear Reviews