Ordering parts... careful what you wish for

[Desert_Captain]

Back in early April I contacted the Nexus Customer Service department. I wanted to replace the three pieces of plastic channel that encloses the seam where the Cab meets the Cabover on our Nexus Phantom 23P. The original 4+ year old plastic had a couple of minor cracks that were admittedly cosmetic but I wanted improve the appearance {nothing structural to be sure}. I was quoted $149 + tax and freight and told it would take a couple of weeks to ship from the manufacturer of the parts. I figured I could live with that and sat back to await the arrival of the parts.

Here is what we received early this evening:



The three small pieces of plastic channel at the bottom of the photo were all that I ordered {or wanted}. When I got the initial e mail that the order had shipped UPS on 4/19 they listed the weight of the package as 65#. Huh?

I called Jennifer at Nexus and she assured me that the manufacturer of the parts had to "crate" them to insure their safe arrival and that accounted for the obvious size and weight. The shipping was billed at $123.90. I assured her that it had to be more than I had ordered referencing the photos of the desired pieces (3), that I had sent when placing the order.

Now UPS tracks my mystery package straight to Tucson (where we live), with it arriving on Friday 4/22 to be delivered Monday 4/25... it never showed. On 4/26 they declared it MIA (how do they lose something the size of a refrigerator?), and at my request launched an investigation to try and find it. I was told this could take up to 8 days.

On 5/3 having heard nothing from UPS I called again only to be told it takes 8 "Business" days.
They would not speak to me further because I was not the shipper. I called Nexus and they had been told UPS would not talk to them because I had initiated the search. :M

Saturday UPS sends and e mail documenting that my package had been found and returned to Nexus in Elkhart IN. It had made stops in about 5 states logging more miles than Donald Trump's jet.

Just before 6 this evening, 21 days after initially leaving Elkhart, it arrived, huge as it was I doubt it weighed more than 10#, not sure where the other 55# sent. :h

I have requested that UPS refund all of the shipping charges and was assured they would do so...yeah right. I now am the proud owner of every piece of plastic in the cab of our Phantom. Guess I will keep the spares, just not sure where (or why)

If they refund my freight charges I guess this will just end being another RV "War story". Oh well... nobody died.

:B

[westend]

It seems that in the 21 days that my crate was rattling around the ozone in a spaceship with Jimmy's Hoffa's body, somewhere in the greater Tucson area UPS managed to destroy the original crate as what was delivered was not what Nexus shipped.

ROFLMAO :B

You got lucky to get anything out of UPS. Most of my experience has been " What can brown do to you, and get away with it"

X2

I was awaiting shipment of a classic stereo receiver via UPS. I was standing in my garage when I heard a loud "boom" at the end of the driveway followed by a softer "boom" seconds later. The first sound was the driver sliding my package off the rack and letting gravity take it to the aluminum deck of his truck. The second was the package slid across the floor and gravity used to pull it to the lowest step of the truck.

When I asked the driver to just kick the package up to the door, he look puzzled but then explained it all to me, "I forgot my two-wheeler today".

FWIW, I find most drivers are respectful when delivering but there are a few......:(

[Arcamper]

You got lucky to get anything out of UPS. Most of my experience has been " What can brown do to you, and get away with it"

[Desert_Captain]

OP here,

A late followup... I received my refund check for $123.90 from Nexus for the UPS shipping charges. Jennifer at Nexus was instrumental in following up to insure I got the refund.
It seems that in the 21 days that my crate was rattling around the ozone in a spaceship with Jimmy's Hoffa's body, somewhere in the greater Tucson area UPS managed to destroy the original crate as what was delivered was not what Nexus shipped.

In the process two additional pieces disappeared but luckily I did not need them. The delay, while annoying, was not the end of the world as we were not sitting in some campsite awaiting critical parts. The repair is complete and came out pretty well albeit a month later than planned.

Since UPS stepped up and honored their commitment to refund the entire shipping bill I am satisfied.

:C

[CavemanCharlie]

I feel your pain. But, considering how much stuff gets shipped these days I am always amazed that more thing don't get lost.

I'm also amazed by the speed of shipping. I can order something from Amazon and it almost seems that they Beam it right to my house like on Star Trek. Click on order, turn around , and there is a brown truck in my yard.

My farm dog doesn't even get her fat lazy ass off of the porch anymore when the brown truck drives in. She just opens one eye sees the truck and then falls back to sleep.

[hawkeye-08]

Mistakes happen and they write it off as cost of business. The consumer often has to be a jerk to get anything to happen to correct the situation. Sometimes one can dispute the credit card charge..

[dons2346]

The Big Brown Truck lost a 879 pound shipment of mine for a week and had no idea where it was

[dblr]

The shipping charges might have been higher because of the size and not truly the weight as UPS does charge because of size also and seeing you said as large as a fridge that could be in affect, good luck and hope your refund comes soon.

[Desert_Captain]

camperforlife wrote:
They will refund the charges but not to you since you are not the shipper. They will only refund the shipping charges to Nexus IF they request the refund. They won't process the refund until Nexus has been billed for the charges. Are you still following along?

Your work is not done, you will have to stay on Nexus if you ever want to see your shipping charges refunded. As a UPS shipper I can assure you the refund is there but you will have to pursue the shipper to ever see a refund since it can very well get lost in the shuffle.

Already in touch and documenting with the shipper. I have always had a good relationship with Nexus so remain optimistic. Like they say on TV "Film at eleven."

Thanks for your insight.

:C

[dcg9381]

If it makes you feel any better, I was a buyer, just paid $1k to ship something from over seas:

1) The shipper fat-fingered my address by a digit.
2) UPS attempted to auto-correct the address, didn't call me to verify, delivering it to an entirely new fictional address
3) The set the status to "delivered" without address details, completely voiding my insurance coverage.
4) Start a "claim" that may take up to 8 days.

The seller isn't very motivated. They have my money. Package shows as delivered, even though it's not my address. My insurance is useless.

[camperforlife]

They will refund the charges but not to you since you are not the shipper. They will only refund the shipping charges to Nexus IF they request the refund. They won't process the refund until Nexus has been billed for the charges. Are you still following along?

Your work is not done, you will have to stay on Nexus if you ever want to see your shipping charges refunded. As a UPS shipper I can assure you the refund is there but you will have to pursue the shipper to ever see a refund since it can very well get lost in the shuffle.