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Old 06-19-2013, 12:05 PM   #18
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My company ships high-dollar transmissions and parts all over the world. If we commission the shipment (i.e. UPS bill comes to us), if something happens we take care of the customer first, then file a claim with UPS to get our company reimbursed. Obviously UPS is the cause of the issue, but the customer shouldn't have to suffer for it.

My $.02
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Old 06-19-2013, 12:21 PM   #19
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For sure it is UPS fault. And I almost certain you have to go through the two month process to find your shipment.

But to have another supercharger, depends on the shipment insurance policy and how much it was covered in case of lost or damaged shipment. Either way Magnouson must file the claim as the shipping contract is between them and UPS.

You run after Magnouson > Magnouson run after UPS.
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Old 06-19-2013, 12:23 PM   #20
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This sucks, sorry to hear about it.
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Old 06-19-2013, 12:27 PM   #21
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Try to a do a chargeback on your credit card. Magnuson paid for the shipping, UPS messed up. None of this has to do with you, so why are they able to hold onto seven thousand dollars because they feel like it?
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Old 06-19-2013, 12:33 PM   #22
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Originally Posted by KylePickard View Post
Really disappointed right now with Magnuson. I bought a 2300 supercharger from them about a month ago. Put it on and four days later the seal on the supercharger is leaking. So my shop pulled it off and Magnuson created a return label to have it sent back so they could do the necessary repairs. The supercharger was sent out on June 5, 2013 and it still hasn't been delivered a week and a half later when it was a next day delivery. So I gave Magnuson the benefit of the doubt and figured UPS lost it. UPS wouldn't give me any information since Magnuson created the label. So I call up Magnuson and the response I get from the sales manager is, "What are you worried about it shows it is in transit. " I explained to her it was a next day delivery that was sent over a week ago and that since they were the ones who created the label they needed to contact UPS for more information, and her next response almost knocked me off my feet. She said, "and what do you like me to do about that." Apparently 7400 dollars of missing in action product is pocket change to the people over at Magnuson. I went with Magnuson because of all the good things I have heard about them but to my discovery there customer service is far below par and what they make it out to seem. No body over there wants to give me any support in finding my lost supercharger and I wouldn't recommend anyone doing business with them.
First off im deeply sorry to hear about you bad luck with this magnuson supercharger! I understand when folks throw choices of wording out there that you dont like it gets you all steamed up however I can also say as im sure you already know thats a way to get them to say oh well try calling back.
I am a Former UPS driver as of a few years ago the best thing to do is Call Magnuson and be cool as soon as someone answers say I need a manager when the next person gets on the phone ask if they are a manager keep asking until you get one tell them you sent the SC back through UPS ( next day ) there company wrote the paper work up therefore they need to contact UPS to find this product. Its not lost for good. UPS scans everything as it gets on the truck and as it is taken off a truck. IT may still be at the hub. With magnuson getting the info to UPS in half a second UPS can tell where it is make a phone call and verify.

Dont mess with folks who work the phone or customer service ask for a manager ( and keep calm ) I learned that the hard way lol


btw magnuson cant keep that tracking number from you as you paid for it so if they dont want to hand it over I would nicely ask for a refund or a new supercharger.
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Old 06-19-2013, 12:36 PM   #23
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Try to a do a chargeback on your credit card. Magnuson paid for the shipping, UPS messed up. None of this has to do with you, so why are they able to hold onto seven thousand dollars because they feel like it?
I too would try and dispute the charge.
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Old 06-19-2013, 12:50 PM   #24
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Originally Posted by strych9 View Post
My company ships high-dollar transmissions and parts all over the world. If we commission the shipment (i.e. UPS bill comes to us), if something happens we take care of the customer first, then file a claim with UPS to get our company reimbursed. Obviously UPS is the cause of the issue, but the customer shouldn't have to suffer for it.

My $.02
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Old 06-19-2013, 02:22 PM   #25
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Originally Posted by Jekyll-N-Hyde View Post
First off im deeply sorry to hear about you bad luck with this magnuson supercharger! I understand when folks throw choices of wording out there that you dont like it gets you all steamed up however I can also say as im sure you already know thats a way to get them to say oh well try calling back.
I am a Former UPS driver as of a few years ago the best thing to do is Call Magnuson and be cool as soon as someone answers say I need a manager when the next person gets on the phone ask if they are a manager keep asking until you get one tell them you sent the SC back through UPS ( next day ) there company wrote the paper work up therefore they need to contact UPS to find this product. Its not lost for good. UPS scans everything as it gets on the truck and as it is taken off a truck. IT may still be at the hub. With magnuson getting the info to UPS in half a second UPS can tell where it is make a phone call and verify.

Dont mess with folks who work the phone or customer service ask for a manager ( and keep calm ) I learned that the hard way lol


btw magnuson cant keep that tracking number from you as you paid for it so if they dont want to hand it over I would nicely ask for a refund or a new supercharger.
^^ this was exactly my thoughts! I don't work for Ups but I have been in retail Management for 25 years. I would have hung up on the irresponsible lady that couldn't take care of the situation and immediately got in contact with a supervisor.
I would agree to start off calm, but when push comes to shove, calm don't always work! You have to demand someone trace it down. It was too expensive to just wait and see. Like that lady said, "it's showing in transit"?
Duh it was suppose to be next DAY!
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Old 06-19-2013, 03:09 PM   #26
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You paid.

You don't have the product.

Refund or dispute the card charges.

Its UPS screw up, but there no way I would let someone hold 7k bucks and have nothing to show for it for months at a time.

Let them ship you another sc, and they can wait for UPS to reimburse them.
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Old 06-19-2013, 04:19 PM   #27
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Yeah the ideal thing would be for Magnuson to send me a new supercharger and they wait for the refund from UPS since they have alot more money then me...here is the kicker, I just discovered Magnuson insured the supercharger through UPS for a value of 5 DOLLARS!! They have their work cut out for them now. I cant afford to be without a car any longer. Its already been three weeks. Next Magnuson and UPS will be getting my rental car bill!!
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Old 06-19-2013, 04:24 PM   #28
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Don't think so on the 5 bucks. Ups standard insurance is $100 that they put on even if you do.t ask for.any insurance.
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Old 06-19-2013, 04:27 PM   #29
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Well UPS said the Magnuson declared the value of the package at $5
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Old 06-19-2013, 05:18 PM   #30
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The box and packaging cost 5 bucks.....what about the contents????
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Old 06-19-2013, 05:37 PM   #31
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Thats a good question
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Old 06-19-2013, 10:39 PM   #32
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So...how will this play out?

Package should be reported as lost. Whoever's account it was shipped on will file a claim. UPS will take 10 days to investigate it, and then either deny, or pay the claim. If the package is truly lost, they will pay it normally. So Magnacharger would file the claim, and get the money back. Honestly, you should not be concerned about what they insured it for..because really that is their problem. UPS insurance is expensive...and some companies make the decision it is cheaper to pay out of pocket when a loss happens than insure every package. One year we spent tens of thousands in insurance for shipments, and UPS paid $1500 in claims. If you were a business, what would you do?

Either way, if it is lost, and there is no evidence of wrong doing on your part (mispackaging, etc), they should replace it.

One thing that will not happen...is you will not get a new supercharger until UPS completes their investigation, and verifies it is lost. You installed the part, and it is yours. If Magnusun sends you a new kit, they will be stuck with your used kit that they have to sell as refurbished at a loss. That is not part of the warranty process.


And here is some business perspective-

When you run a business, one of the scariest things is sending someone a return label on your UPS account. Main reason is..for every genuinely nice person out there, there is someone who is careless or plain fraudulent. Like with us, our return policy states the part has to be in new, original packaging.

You should see some of the returns we get. People throw stuff on the box with almost none of the packing material in it...and act astonished or lie when you call them to say the part came back destroyed. We have had times where people send a pulley back with no packaging, and a loose bolt in the box. The bolt gouges the pulley all up, and makes it unsellable. Then the customer is like "Whatever..give me my money back!" We once had someone ship back a X-pipe in a table cloth, and a Downey laundry detergent box? People generally don't care. And for something like a warranty claim it is worse since they would rather have a new part sent than their original repaired.

The problem as a business, is when you send a label, you are basically taking responsibility for the package. So when the customer mispackages it, or even if it simply gets lost, you are responsible for it because it is your account. We have sent labels before, and had stuff show up damaged. Then we file the claim, and UPS deny's the claim because the customer did not package it right.

Now I know people will wonder how this matters because here the package is lost..not damaged. Well a big reason packages get lost is because of unreadable labels, or packages coming apart in shipment. UPS collects all this stuff in this category in what they call "overgoods". Think of it as a lost and found..and it is where packages go when they no longer have the info to deliver them. When you file a claim, you have to wait 10 days for them to process it. Part of what they do during the 10 days is search the "overgoods" areas.

Now for those saying "file a chargeback"...that is wrong, and will not work. The fact is, customer received parts in good condition and installed them. Magnacharger fulfilled their end of the deal as far as the transaction and delivered the goods. Now 4 days of use later a defect pops up...it is unfortunate, but also a warranty claim. At that point you own the part, and need to send it in for warranty repair. You do not file chargebacks to resolve warranty claim. You also cannot file a chargeback because UPS lost the package when you were sending it in for a warranty claim. When you file a chargeback, they instantly refund your money till the other side replies with their story. In this case, once the facts are sorted, the money will be taken back out your account, and you will be stuck dealing with a company who is really upset with you now.

Plus I am willing to bet that you did not buy the supercharger from Magnusun to start...so really you would be jacking over a 3rd party by filing a chargeback.
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Old 06-20-2013, 02:47 PM   #33
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^^ very accurate explanation!
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Old 06-20-2013, 02:51 PM   #34
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Quote:
Originally Posted by MarylandSpeed View Post
So...how will this play out?

Package should be reported as lost. Whoever's account it was shipped on will file a claim. UPS will take 10 days to investigate it, and then either deny, or pay the claim. If the package is truly lost, they will pay it normally. So Magnacharger would file the claim, and get the money back. Honestly, you should not be concerned about what they insured it for..because really that is their problem. UPS insurance is expensive...and some companies make the decision it is cheaper to pay out of pocket when a loss happens than insure every package. One year we spent tens of thousands in insurance for shipments, and UPS paid $1500 in claims. If you were a business, what would you do?

Either way, if it is lost, and there is no evidence of wrong doing on your part (mispackaging, etc), they should replace it.

One thing that will not happen...is you will not get a new supercharger until UPS completes their investigation, and verifies it is lost. You installed the part, and it is yours. If Magnusun sends you a new kit, they will be stuck with your used kit that they have to sell as refurbished at a loss. That is not part of the warranty process.


And here is some business perspective-

When you run a business, one of the scariest things is sending someone a return label on your UPS account. Main reason is..for every genuinely nice person out there, there is someone who is careless or plain fraudulent. Like with us, our return policy states the part has to be in new, original packaging.

You should see some of the returns we get. People throw stuff on the box with almost none of the packing material in it...and act astonished or lie when you call them to say the part came back destroyed. We have had times where people send a pulley back with no packaging, and a loose bolt in the box. The bolt gouges the pulley all up, and makes it unsellable. Then the customer is like "Whatever..give me my money back!" We once had someone ship back a X-pipe in a table cloth, and a Downey laundry detergent box? People generally don't care. And for something like a warranty claim it is worse since they would rather have a new part sent than their original repaired.

The problem as a business, is when you send a label, you are basically taking responsibility for the package. So when the customer mispackages it, or even if it simply gets lost, you are responsible for it because it is your account. We have sent labels before, and had stuff show up damaged. Then we file the claim, and UPS deny's the claim because the customer did not package it right.

Now I know people will wonder how this matters because here the package is lost..not damaged. Well a big reason packages get lost is because of unreadable labels, or packages coming apart in shipment. UPS collects all this stuff in this category in what they call "overgoods". Think of it as a lost and found..and it is where packages go when they no longer have the info to deliver them. When you file a claim, you have to wait 10 days for them to process it. Part of what they do during the 10 days is search the "overgoods" areas.

Now for those saying "file a chargeback"...that is wrong, and will not work. The fact is, customer received parts in good condition and installed them. Magnacharger fulfilled their end of the deal as far as the transaction and delivered the goods. Now 4 days of use later a defect pops up...it is unfortunate, but also a warranty claim. At that point you own the part, and need to send it in for warranty repair. You do not file chargebacks to resolve warranty claim. You also cannot file a chargeback because UPS lost the package when you were sending it in for a warranty claim. When you file a chargeback, they instantly refund your money till the other side replies with their story. In this case, once the facts are sorted, the money will be taken back out your account, and you will be stuck dealing with a company who is really upset with you now.

Plus I am willing to bet that you did not buy the supercharger from Magnusun to start...so really you would be jacking over a 3rd party by filing a chargeback.
Agreed...100%
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