ups peru

The Theft of My iPod by UPS Peru

Posted on 02. Jun, 2013 by in peru

My iPod was stolen while in the possession of UPS Peru.

I had a buddy in Bogota mail some things from my apartment to Peru. At the top of the list was an unopened iPod. When the package arrived, I saw the package had been opened. The iPod was missing. Package, instruction manual, and headphones were there, but no iPod. I shot off a polite but urgent email to my UPS contact.

What transpired is a completely typical example of customer service in Latin America.

A week went by with no reply. I sent a reminder email.

My contact replied saying the case had been forwarded to the Lima office at:

UNION PAK DEL PERU S.A.
Av. Pérez Araníbar # 2107 – San Isidro
Lima, Perú
Teléfono: (511) 264-0105 anx 231
Fax: (511) 264-5822

Another week passed and I got this from UPS in Lima:

Sr. Colin Post

Estuvimos investigando sobre el iPod que no llego en su envió, desde su llegada e ingreso al almacén, hasta la entrega a los almacenes de Lan Peru para enviarlo a Arequipa, se a determinado la perdida en los almacenes de Lan Perú

Lamentamos lo sucedido, el hecho escapa a nuestro control, el envió llego con un valor declarado de US$ 5.00

Según el procedimiento de UPS para estos casos reconoce el valor declarado en la factura del envió.

What do we have here besides poor written Spanish? UPS absolves itself of guilt and lays the blame on LAN airlines, who I had no contact with as a customer.

Not only did UPS Peru lay the blame on a third party, but they also attempted to pay out only $5 for the iPod Shuffle as per the alleged declaration value. This second part was more insulting because I still had the invoice showing I declared the full iPod Shuffle value of $50.

I sent an annoyed reply which was greeted with radio silence. I waited a full week before swallowing my pride and contacting the Lima guy again with a polite tone and a screenshot of the invoice declaring the iPod at $50 value.

In addition to swallowing my pride, I said I didn’t even want cash. I was now moving to Peru from Colombia and I’d take the $50 on another dispatch (after 4 years in LatAm, I’m still stupid). UPS Peru said that was fine.

Back in Bogota, I put together a package of things that wouldn’t fit in my suitcases and took them to the local Deprisa office. The Deprisa agent assured me all the stuff I was sending was legal to send through Peruvian customs, and I paid Deprisa to ship it.

The package was held up in Peruvian customs on account of a T-shirt. It was held for two months.

After two months UPS Peru emailed me a balance to pay at the bank. Two months storage was due. They sent no itemized invoice, they made no pretense that the $50 credit had been discounted. They just sent a balance and an account number.

I found this to be the norm with Peruvian customs. If you want your stuff, you pay.

By the time UPS Peru sent me that balance due, I didn’t care about the $50 credit. I just wanted my stuff. So I paid.

I’ve found this to be the norm with customer service in Latin America. Which is to say, if you want service, grab your ankles.

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8 Responses to “The Theft of My iPod by UPS Peru”

  1. Michael

    02. Jun, 2013

    I’ve heard these comments from a Thai friend too who since leaving Australia laments the service quality he gets in many businesses back home.

    Makes me wonder whether in some countries people are pre-disposed to enjoy being and dealing with cunts, or whether an outsider who would go in and for a price offer exceptional service in small businesses (like restaurants, hotels, health businesses, gyms, tutoring services etc), in doing so would they become successful and dominant, or would they get ripped off and suffer thanks to a culture of cunts? .

    There are many faults with western (US, UK, Canada, Australia) culture, but lack of service is not one.

    Thoughts??

  2. Tommy

    03. Jun, 2013

    Language please!!!!!!!!!!!!!!!!

  3. zach

    10. Jun, 2013

    Lol solo typical.

  4. zach

    11. Jun, 2013

    Lol “Estuvimos investigando” classic Peruvian. I’m surprised the did try and tax you on top of the theft. I cannot even send birthday or Christmas gifts without the Post Office down throwing a 50% tax on the items. I was in line down there once behind a missionary. The poor guy was trying to receive a package of donated pens and pencils for an orphanage. Well in prefect Peruvian style they wanted a $65 tax on a $20 parcel. I went on a rant in the middle of the office about how the corruption from the candy cart guy on the street to Presidente Garcia were the preventers of progress. Lol

  5. matthew

    15. Jun, 2013

    I’ve never had problems sending packages to arequipa through USPS. I know its different from colombia & peru but my in-laws have never had to pay any tax on the packages which were anything from nautica, ralph lauren, victoria secret, etc.

  6. Matthew B

    17. Jun, 2013

    How much do you trust your buddy in bogota who sent you the ipod in the first place? Was the package weight recorded when it was originally shipped? I remember I shipped 2oz of pot to missouri once and when the package arrived at my cousin’s house the pot was missing. I think the punkass workers at mail box etc opened it up and kept it.

  7. Kevn

    21. Jun, 2013

    Excellent blog, and an interesting subject!

  8. Colin

    30. Jul, 2013

    @ Matthew – I had a REPLACEMENT DEBIT CARD get stalled for MONTHS after being sent via USPS, because Serpost in Peru struck. We lived on credit cards for about two months. See this story:

    http://elcomercio.pe/actualidad/1452042/noticia-arequipa-mas-50-mil-envios-paralizados-huelga-serpost

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