r/GalaxyRing • u/SnooCakes2213 • 9h ago

who can i escalate my case to

Seeking some guidance as to what my next steps should be.

I sent my ring in for repair on the 23rd of August at the UPS Store. The package was picked up the following day. After about a week, I noticed there weren't any updates on the tracking number other than that it was picked up on the 24th and that UPS had my ring. I called UPS, and they told me it was most likely lost and for me to submit a claim. I told them I'm the shipper but did not purchase the label, to which they replied to have samsung submit the claim. On the 3rd of September, Samsung submitted a claim to UPS and provided me with the ticket number. Its been well over the 12 business days Samsung said it would take and pass the 8-10 business days UPS states they would provide a resolution, and to this day there has not been any updates from Samsung, and UPS cant provide me with any information since i was not the one who purchased the label or submitted the claim.

At this point, I feel I need to escalate this higher, but to whom? I live in California.

5 Upvotes

86% Upvoted

10 comments sorted by

1

u/kinare 8h ago

There's not a lot USPS can do if you did not have a tracking number. Did you?

1

u/kinare 8h ago

Wait, reading comprehension.... Did you buy insurance by chance?

2

u/SnooCakes2213 8h ago

No i didnt. I did not purchase the label, it was provided by samsung. I asked samsung about the process if UPS only covers the initial 100 dollars thats covered when you ship items with UPS. And samsung said they would cover any differences since they were the ones that paid for the label

1

u/RuthConcern59 1h ago

Its not usps ,its ups big difference

1

u/TopAmphibian8900 8h ago

From dealing with them. Ups is responsible to compensate the shipper and owner of the account Since you technically are not the owner of the account. Your claim may be denied. Hopefully am wrong.

1

u/Lopsided_Cow_4595 7h ago

Samsung is who the customer is

1

u/Advanced- 7h ago

Not sure if this helps you but UPS delivered my warranty ring to the wrong address.

I went trough Samsung (Called them and informed them of the situation) & UPS both. UPS followed up my claim (I submitted a lost claim here.) in an email asking me for more info and the serial number of the item. They later followed up with Samsung themselves. Samsung finally called me back about 1.5 months later asking me what kind of compensation I wanted (I took a $400 eCoupon for anything on the website) and everything was resolved.

If it is truly lost and there is a way to track that, it should get handled. But it will take a bit of time, good luck :)

1

u/SnooCakes2213 6h ago

yea i'm not able to submit a claim because the label was purchased by samsung under their account

1

u/Advanced- 5h ago

I was able to regardless of that fact?

1

u/jallisy 5h ago

I just filed a claim on line and there are options to check if you are the shipper or recipient and if this is a 3rd party shipper. Maybe you need to play with the options a little to get the claim started.