posted on October 16, 2000 11:14:30 AM new
During the past few weeks we have had quite a few problems with the USPS. We ship computer systems to buyers via USPS with insurance and delivery confirmation included. We have had packages delivered to the wrong address, and packages that take up to 5 weeks to be delivered. When a package is shipped, we emailed the buyer the delivery confirmation number, the method of shipping, and the USPS URL, so that they can check on their package.
Unfortunately, some buyers do not check the shipping status of the package on the USPS website and blame us for the late shipping. A few buyers have gone as far as given us negative feedback for the late shipping. We are now having cancellations on some of our auctions based on the feedback that some buyers have left. Due to the tardiness of USPS, we are losing money because potential bidders are bypassing our items, or are canceling their bids.
We now have a UPS account that we use for shipping because it is more convenient and packages can be tracked continuously. The USPS delivery confirmation is almost a joke, once a package is mailed; the status is unknown until it is delivered.
Why are buyers taking out their frustrations on sellers for situations that are completely out of the seller's control? Is this an abuse of the feedback system?
We have had a buyer pay for an auction with a personal check 2 weeks after the end of the auction. Within 10 days they left a negative feedback because they did not get their item immediately.
posted on October 16, 2000 11:59:33 AM new
Hello Haddo. I looked at your auctions and I see what you mean about your feedback being damaged. As a computer technician, I have worked on almost all of those computers at one point or another...brings back memories! If I were you, I would consider shipping heavier items such as you sell by another means. While I find the USPS to be the best for packages under 5 lbs, I have had quite a few large packages delivered late and one that was totally destroyed...still waiting for the check on that one two months later! I have started using FedEx ground (formerly RPS). I find them to be much cheaper and usually quicker (7 days anywhere in the US) than anyone else. I have a couple of 486's sitting around that I was going to toss out, but you have inspired me to sell them...don't worry, I won't take business from you...I just have 2. Later.
posted on October 16, 2000 12:17:36 PM new
I haven't done much shipping of big stuff, but I have shipped a computer and a stereo receiver both by USPS. Absolutely no problem for either.
You do have to pack very defensively, and I recommend you use a computer printed barcoded label that is sealed by tape...priority mail if not too prohibitive. The less time something gets bounced around the better
UPS is no picnic...I had several nightmare experiences with them.
posted on October 16, 2000 06:24:58 PM new
Sounds like a communication problem ...
"Unfortunately, some buyers do not check the shipping status of the package on the USPS website and blame us for the late shipping."
When you ship do you email the buyer and include a LINK to the USPS tracking site? Do you offer to check it for them?
"A few buyers have gone as far as given us negative feedback for the late shipping. We are now having cancellations on some of our auctions based on the feedback that some buyers have left."
Do you explain CLEARLY, in the "your item is shipped" email, tyhat the USPS is occasionally slow?
posted on October 16, 2000 06:42:54 PM new
May I rant for a moment? Priority package arrived Sat, one side completely ripped open, and part of the top. Priority package arrives today, the tape sealing the top had been nicely slit, and the box opened!
YO!!!
Ahh, I feel better now.
posted on October 16, 2000 06:58:33 PM new
Well, it probably doesn't make you feel any better, but I think the way you responded to the feedbacks (with the tracking number) was great.
Maybe if you said something in your auctions about the problem you've had with shipping USPS and that you are now shipping UPS to eliminate those problems would help sells.
I noticed that the last guy to leave you a neg has a neg for not sending payment. He then responded that payment had been 'lost' in the mail. Kind of ironic......
posted on October 16, 2000 07:55:54 PM new
Whew, I thought they were just picking on me! I posted a thread on this subject a few weeks ago, but all the response I had was from sellers who said how wonderful USPS was and that out of fifty thousand packages none had ever been late, lost or broken.
I have had a lot of packages not make it in one piece or arrive very late. Many payments have also shown up late.
The USPS mailmen in our town are working long days right now. Our mail used to arrive at 1 pm and now arrive around 4 or 5 o'clock in the afternoon. Maybe they are short handed right now - don't now. But at least I know now that it isn't just me they are picking on!
**On a replacement item I sent out for the second time, I wrote on the box "Please Don't Break Again - Please!" I am surprised it made it in one piece, thought it might make them mad!
posted on October 16, 2000 11:23:37 PM new
haddo, Im assuming that is also your user name on ebay?
I'm not trying to be confrontational but after looking at your feedback I did notice a few things. You might try tightening up your shipping time a bit. Here's a couple of examples:
COMPLAINT: July 31 - "PAID PAYPAL JUNE 25...." Response "Item shipped 7/11/00" Time till shipment 16 days.
COMPLAINT: Jul-29 - "Very slow shipping(5 weeks,still no product)" Response: "Package was shipped 7 days ago."
I have found that the natives start to get restless after a week. For checks 7 business days is usually more than adequate hold time.
On the other hand, the PO does seem to be a bit slow and unreliable and the customer that made the last complaint obviously dosen't have a clue.
posted on October 17, 2000 02:31:26 AM newFor checks 7 business days is usually more than adequate hold time.
In my experience (2-1/2 years of full-time selling), when I've deposited a check, I don't receive notice that it's bounced until 3+ weeks later (sometimes 2 weeks, if I get lucky). The bad-check-writer is notified first, then the bank tells you.
(edited 'cuz I fouled up the UBB as usual)
[ edited by thedewey on Oct 17, 2000 02:32 AM ]
posted on October 17, 2000 02:44:09 AM new
I understand your frustrations Haddo, but on the other hand, I wonder if we are doing business with the same USPS.
I think I must have shipped over 1300 packages by now, probably 99% of them US Postal, only one lost, and that was my fault for writing the zip code wrong (we double check the addresses now, trust me). That package came back to me eventually. Many of these packages were large and heavy. Some have taken a few days more than expected, but none have been terribly late.
Outoftheblue has some good advice for you. Reduce the customer's wait by shipping a little sooner.
And I would add, double check your addresses (I say this 'cause one was sent to the wrong state?).
posted on October 17, 2000 05:18:19 AM new
Haddo...
I would say that your shipping woes are the least of your worries. You should be much more concerned about Microsoft catching you breaking the law. FYI:
Based on consumer tips from the Microsoft Anti-Piracy Hotline and other sources, Microsoft identified nine computer dealers in Pennsylvania and New Jersey who were allegedly selling pirated software. Purchases made by "mystery shoppers" confirmed that the dealers allegedly were installing unauthorized versions of software on computers for sale to the public - an illegal practice known as hard-disk loading.
Five of the suspect dealers refused to sign settlement agreements to prevent software piracy, resulting in copyright infringement lawsuits being filed against the five companies: United Computer Resources of New Jersey and Compu-Wiz, both based in Cherry Hill, New Jersey; and NCL Systems, United Computer Resources of Philadephia, and Penn Micro, based in Philadephia, Pennsylvania. The other four suspect dealers signed voluntary settlements, agreeing to stop any software piracy and to compensate Microsoft for past losses.
* Hard-Disk Loading. Some computer dealers load unauthorized copies of software onto the hard disks of the computers they offer for sale, as an incentive for an end user to purchase a computer from that particular dealer.
posted on October 17, 2000 05:27:36 AM new
Yikes, MrJim has a good point. Technically speaking, if you sell a computer system with any Microsoft software, the actual software is to go with the system, along with the software ID keys.
posted on October 17, 2000 06:18:31 AM new
Agree with The Dewey. Checks can bounces weeks later. 7-10 days isn't long enough to prove they've cleared but you can't hold the money for a month before shipping either!
Re: USPS - They've been good to us so far, though we don't usually send heavy items (5 pounds or more). Longest we ever had before delivery was from NY to Cal. Took 7 days by Priority, but that was during the Holiday season. Might have gotten misdirected too. Everything else arrives in 2-4 business days.
posted on October 17, 2000 09:56:10 AM new
Just a follow up to the shipping issue. The bidder that left the negative feedback that her package was shipped to another state had her package delivered the same day to her address. We do not know what delivery confirmation number she entered at the USPS website. She not only left us a negative feedback, but she also contacted bidders on some of our other items and encouraged them to retract their bids. One of these bidders forwarded the email to us.
MrJim Thanks for the information and the warning. Our client bought these computers with the programs preloaded on them. They have upgraded their systems with new computers that are also preloaded with programs. They have left the programs as a courtesy to the new owners. They will be transferring the license with the programs and the computer systems to the new owner. In our future auctions, we will change our TOS to include that information.
Meya, when the computers were bought, the only software included were the ones on the system. The only disk that was included was the Start-up disk. The only license that came with the system was the Certificate of Authenticity for Microsoft Windows 95. This will be transferred to the new owner.
none had ever been late, lost or broken.
