The UPS Store at 20885 Redwood Road, Castro Valley, CA 94546

Contacts

Price level:
Moderately

Address:
20885 Redwood Road, Castro Valley, CA 94546
Get directions

Phone number:
+1 510-583-1906

Website:
castrovalley-ca-3043.theupsstorelocal.com

Categories:
Establishment   Finance  

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Reviews

• Herbert Kutscha
  ★ ☆ ☆ ☆ ☆
  Before you go, you need to know that the UPS stores are independant businesses, not owned by the UPS or even The UPS store (think "franchise"). Also, under UPS Store rules, UPS stores are not responsible for the performance of the contractors they provide, such as UPS. Also know that under UPS' terms and conditions, your only recourse for a claim against UPS is arbitration, through their favorite service or a local court such as small claims court. You are also prevented from making public statements about the final decision.
  
  I shipped a package recently. It was almost to its destination, when UPS reported damage. They also reported that the customer had refused delivery (he hadn't, and I have it in writing). A damage report states that the package was damaged because it didn't meet ISTA package guidelines. the ISTA is just a trade association that makes packaging recommendations. In my case, since the package was 41#, it needed to be wrapped in more than an inch of bubble wrap and placed in a box of a certain rating. You don't know this, I didn't know this, and I ship and receive lots of amps, generally with minimal damage. UPS presents no proof that the amp wouldn't have been damaged if it had been packed according to ISTA specifications, but, by their logic, since it wasn't, and it was damaged, it must have been the package, not a big drop or something. Basically, UPS holds that they are not liable for damage unless you follow the ISTA guidelines that you probably never heard of.
  
  So understand this. You put your package up on the scale, they enter your information and the package weight and dimensions, and then they offer you insurance, even if the package doesn't meet the mysterious ISTA guidelines and won't be covered. A store employee (I think she is owner, or at least a manager), told me that they don't even have the specs.
  
  After inspecting it as a damaged item, UPS shipped it back to the UPS store, in the original packaging (good enough for them, but not good enough for me?). The amp is basically a strong box made out of 3/4" lumber, and it was fine. Three of five tubes had fallen out and broken. The manufacturer of the amp ships with tubes installed, in a single-layered box with eight cardboard corners supporting the amp are reinforcing the corners.
  
  Folks who have guitar amps typically transport their amp around town in the trunk of their car with no protection, except maybe a cover. It's rare that a tube falls out, and the manufacturers are comfortable with mounting the tube sockets upside down. The tubes are hard to pull out. The amp must have been subject to high acceleration due to shock (dropped).
  
  While it was being returned, the UPS Store filed a damage claim for me. I appreciate their concern, or maybe not. I never asked them to or received a copy. I did finally receive UPS's damage report, and was told that my claim had been denied due to insufficient packaging, that UPS considered the issue closed, and that I couldn't file a second damage complaint. The the UPS store, while refusing responsibility, made a claim on my behalf without my input, it was denied, and I can't complain. I have to think that UPS likes it this way.
  
  Clearly, my customer never received the package, and I can't even get reimbursed for the shipping charges.
  
  I called the UPS Store about the situation, and I was told they'd call right back after checking with UPS. I didn't get a return call for an hour and a half, so I called back. When I came in for more information, they acted like calling in twice was rude.

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