Table of Contents
Shipping guidelines
Each book should have a rubber band around it to protect the pages and cover during shipping. If it is especially floppy or fragile rubber band it with another book or place in a box or padded envelope.
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Some campuses are more at risk of the canvas courier bags getting wet during rainy weather. If a campus indicates that their books require extra protection due to inclement weather place the books being shipped to that campus in a plastic bag prior to placing them in a courier bag.
Addressing delivery problems
Incorrect deliveries
If TRICOR Tricor has incorrectly delivered a bag to your library by mistake call your driver or use the TRICOR Tricor contacts list (see the Contacting TRICOR Tricor section) to have it picked up and delivered to the correct location.
If the shipping label on the bag is correct but the books are meant to go to another library contact the staff of the owning library to determine next steps for the books in question.
Missed or late deliveries and pick ups
Call or e-mail one of the three customer service representatives listed on the TRICOR Tricor contact list to report the missed or late delivery. If it happens repeatedly:
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Send an e-mail to the general customer service e-mail address on the TRICOR Tricor contact list outlining what is happening and how you would like the situation to be resolved. The message will go to all 6 members of their customer service team.
If deliveries are consistently missing send a list of missed delivery dates to the "Escalation List" on the Contact List below for follow up.
Scope of work
The Scope of Work for this contract defines the level of service that can be expected from your Tricor drivers and delivery teams. You can find the scope of work posted here: https://csyou.calstate.edu/Tools/SDLC/SDLS/
If you are unable to speak with your driver, the
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Tricor contacts don't offer a solution, and the delivery issues persist contact Terri Joiner at the Chancellor's Office for assistance resolving the problem. Contact information can be found here: http://www.calstate.edu/library/content/contact.shtml
Contacting
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Tricor
TRICOR Tricor has provided the following sheet with a list of contacts (last updated 10/24/17). If you don't have a specific tracking requests rep you've spoken to in the past, feel free to contact all 3 reps. If you don't receive any response in a day or two forward your message to the general customer service e-mail address and it will be sent to all six people on the list.
Tricor Contact List 102417.pdf
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Filing a claim for damaged or missing items
Contact the Escalation team on the Tricor contact list with a brief description of the damage and photos, if possible. Someone on the team will follow up with exact steps to submit the claim.
Be prepared to supply the following information about the damaged or missing items:
- Date of damage
- Title, author, ISBN or other information that can be used to identify the item
- Replacement cost or receipt of purchase
Processing of claims can vary but typically take 2-4 weeks to process.