Good word, Don - we use UPS on a regular basis as well as FedEx and rarely have any issues. Of the few problems we've had, our regular driver(s) have been extremely helpful.

The problem with the Office Depot (or similar) is that they are agents and the contracts are cut over brandy and cigars in a dark room somewhere with vague conditions that are never passed on the the drivers so they (the drivers) are sometimes at a loss as to how to handle these issues - however; doesn't excuse rude behavior.

My experience has always been professional but as your story points out, the insurance is always a good idea if you're shipping anything of value.