Pakket beschadigd toegekomen

Wij verzonden op 26 februari '24 een pakket van Portugal naar België. Het pakket werd verzekerd, aangezien het een fragiel handgeschilderd terracotta bord betrof, aankoopwaarde 350€. Dit werd zéér duidelijk op het pakket én de omschrijving aangeduid. De verzending plus verzekering koste 120€.Het bord werd gekocht bij en veilig ingepakt voor transport door de verkoper: Ceramica, Rua 5 de Outubro 29, Tavira. Bij aankomst in België was het bord vernield. Het is tijdens transport overduidelijk onzorgvuldig behandeld. Het bord is totaal onbruikbaar nu.Zowel mijn stiefdochter (die bij ons inwoont en vermeld is als afzender van het pakket), als mijn echtgenote (die vermeld staat als bestemmeling van het pakket) als ikzelf hebben geprobeerd online aangifte te doen. Dat is echter niet mogelijk: na het eerste scherm krijg je altijd een pop-up die zegt dat er onvoldoende informatie is en we een telefonische helpdesk moeten contacteren. Dat hebben we alledrie op verschillende tijdstippen geprobeerd, maar we werden telkens met een kluitje in het riet gestuurd (iemand anders moest bellen, we moesten naar het inleverpunt waar het pakket afgegeven werd om een klacht te laten indienen, …). Daarop hebben we op 9 maart een mail gestuurd (naar tendersbenelux@ups.com) met alle details en een week nadien nog een herinnering, maar daarop is tot nu toe nog niet de minste reactie gekomen.

Reference: CPTBE01993255-02Dear Mr Aerts,Hereby I'm contacting you in regard to the damaged shipment 1Z5E82TP0400005218.First of all, I am sorry to hear that you didn't receive the experience you expected.We would like to send by a driver to pick up the shipment so we can inspect it at our center to see if it's eligible for a refund. Please note that the refund is made to the person who paid for the UPS label with their UPS Account, if the inspection proves that there was a UPS mishandling.Could you please provide me the below information so that I can request a driver for you myself?Address where the shipment can be picked up:Contact Person:Phone Number of Contact Person:Total Value Of Shipment:Value Of Damaged Items:Short Description Of Items:The shipment must be available for pick-up in the state of packaging the shipment was delivered.We look forward to receiving your claim so we can look into this.Thank you for your understanding.Kind regards,Diana FilipeCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.-------------------- [test-aankoop.be] [test-aankoop.be]ref:!00DF005wsA.!500KV02hoKjz:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.

Dear Mrs. Filipe,Here is the requested information:Address where the shipment can be picked up: Pastorijhoef 5, 2920 KalmthoutContact Person: Rudy AertsPhone Number of Contact Person: +32 495 594491Total Value Of Shipment: 350€ + 120€ shipping and insurance costValue Of Damaged Items: 350€Short Description Of Items: it concerns an original hand painted Portuguese plate in ceramics.Note that the package can be picked up for inspection, but not the plate itself. We don't want it to get damaged even more since we still hope it can be restored by a specialist. The driver can verify it's state at our place and take as much pictures as he likes (although we already added several ones in our mail of 9 March).Kind regards,Rudy Aerts

Reference: CPTBE01993255-02Dear Mr Aerts,Thank you for kindly providing the details.I'm afraid I didn't find any pictures of the damage in our system, related to tracking number 1Z5E82TP0400005218.I'll forward the provided details to our center and arrange the pickup and damage inspection.As I will be monitoring this case, please feel free to reach out to me at any time with questions.Kind regards,Diana FilipeCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.-------------------- [test-aankoop.be] [test-aankoop.be]ref:!00DF005wsA.!500KV02hcmpM:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.

Dear Mrs. Filipe,Please find herewith two pictures of the plate: one as it arrived, still in the package, and one afterwards to clearly show the damage.Thank you for your cooperation.Kind regards,Rudy Aerts

With the pictures now

Reference: CPTBE01993255-02Dear Mr Aerts,Thank you for kindly providing the photos.I will also forward them to the relevant team.Should you have questions in the meantime, please let me know.Kind regards,Diana FilipeCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.-------------------- [test-aankoop.be] [test-aankoop.be]ref:!00DF005wsA.!500KV02cUV1r:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.

Reference: CPTBE01993255-02Dear Mr Aerts,I hereby am reaching you again in regard to damaged shipment 1Z5E82TP0400005218.I inform that UPS is not able to schedule a pickup for the damage inspection through our system normally, since the shipper number seems to be invalid. We are currently reaching UPS Portugal for assistance from the sender's end, since the payer of the label is the one to be compensated for the damage, should the refund be approved through the damage inspection, and the system is not showing exactly who the UPS Account Holder is.You mentioned that your stepdaughter is listed as the sender, correct? If possible, we would need proof of payment for this UPS label, as well as further photos for the damage inspection. We can conduct the damage inspection through photos since you mentioned that UPS shouldn't pick up the damaged plate.In order to provide a timely resolution, please follow the instructions below and provide following (7) digital pictures. Photo 1: A photo of the damaged item. Photo 2: A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box). Photo 3: A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.). Photo 4: A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z). Photo 5: A close-up photo of the box manufacturer's certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box. Photo 6: Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides). Photo7: Dimensions of the box including the package height, length, and width provided in the of the email.Thank you for your understanding.Kind regards,Diana FilipeCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.-------------------- [test-aankoop.be] [test-aankoop.be]ref:!00DF005wsA.!500KV02hoKjz:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.

Dear Mrs. Filipe,I confirm that my stepdaughter, Marieke Huys, is listed as the sender. She lives together with my wife and myself, so we are one family. You can find her proof of payment in attachment.Also in attachment are the requested photos. The plate was first packed by the merchant who sold it to us. He used paper and several layers of bubble plastic tied together with transparent tape. He used the same type of packaging he uses himself when he travels with similar (but smaller) plates by plane. We strengthened this package with large pieces of styrofoam and packed it in cardboard. We put a cord around the package to make it easier to carry it. But the damage to the plate shows clearly that somewhere along the way the package has been dropped on the side where the bottom of the drawing on the plate is located. Whatever normal type of packaging you use, when a fragile piece like this (or a mirror for that matter) is dropped, it will be damaged, so it's not the packaging that's responsible for it.The dimensions of the package are 75 x 66 x 20cm, it's weight is 8,5 kg.Kind regards,Rudy Aerts

Reference: CPTBE01993255-02Dear Mr Aerts,Thank you for kindly providing the details and photos.UPS is working on having the damage report in the system and proceeding with the damage inspection. I will keep you updated on the progress.Should you have questions in the meantime, please don't hesitate to contact me.Kind regards,Diana FilipeCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.-------------------- [test-aankoop.be] [test-aankoop.be]ref:!00DF005wsA.!500KV02ha4En:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.

Hello Mrs. Filipe,Still no news?Kind regards,Rudy Aerts

Reference: CPTBE01993255-02Dear Mr Aerts,On Diana ´s behalf I will be updating you.Currently we have forwarded all the damage pictures to our local center so they can provide us with the damage report.As soon the damage report is available I will update you.Kind regards,Neide BickmanCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.-------------------- [test-aankoop.be] [test-aankoop.be]ref:!00DF005wsA.!500KV02iEMRG:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.

Reference: CPTBE01993255-02Dear Mr Aerts,I hereby am reaching you in regard to damaged shipment 1Z5E82TP0400005218.I am sorry for the delay on a solution for this issue. Due to technical problems, UPS was not yet able to proceed with the claim. We are working daily on this case to resolve your claim as fast as possible, as we might have to work the claim with different procedures.I will keep you informed if anything is needed from your end to proceed with the claim.Thank you for your understanding.Kind regards,Diana FilipeCorporate Customer Relations GroupUPS The Netherlands and BelgiumKamer van Koophandel Amsterdam, Nr 34089270 , BTW nr: NL 0077.26.892.B01Statutair gevestigd: Achtseweg Noord 14-16, 5651 GG Eindhoven, NetherlandsCONFIDENTIALITY NOTICE:The information contained in and accompanying this communication may be privileged or confidential and is intended solely for the use of the intended recipient(s). If you are not the intended recipient of this communication please delete and destroy all copies immediately.ref:!00DF005wsA.!500KV02hoKjz:refThis e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.