I have always been a fan of United Parcel Service, UPS. I order things via the internet and mostly shippers use UPS. Generally, packages are delivered on time and in perfect condition. It turns out that UPS is great when they are great, but when things go wrong, they suck.
I was expecting a package today. I checked the UPS site and saw that it was on a truck for delivery today. Usually, the UPS man comes by our house at 5 pm or thereabouts. When it didn't arrive by about 4:30 pm, I went outside to wait for the guy. Plus, Sneedlet was on his way over, so I was waiting for him as well.
I was sitting on the front porch at 4:55 pm, when the UPS truck blasted past my house as if it wasn't there. This looked real bad for my delivery. I went inside and checked the UPS site again and discovered that the package now showed that it was delivered at 4:57 pm to my front porch.
I called the 800 number for UPS customer service and explained what happened. I was told that I have to contact my shipper and ask them to request that UPS investigate where my box went. I was incredulous. Thinking I had just been answered by a moron, I called back, got another representative who told me the same story. I tried in vain to explain that all I needed was for someone to call the driver's dispatcher and ask him where he left it. No go.
The second person told me that UPS's customer was the shipper, not me and that they couldn't help me.
In the meantime, someone left a voice mail for me saying he had my package. It was delivered to his house by mistake. I called him back and he is supposed to bring it over this evening. He declined to let me come and pick it up.
While I waited for the guy with my box to bring it over, I decided I needed to send an email to UPS telling them that their procedure for finding lost packages basically sucks. Unfortunately, UPS anticipates this sort of thing and they don't publish their email address, just the snail mail address at headquarters in Georgia. I tried to find the number for their local terminal here in our fair city, but that is unavailable too. I decided to take another shot at the 800 number to see if they had an email address.
On my third try, I got a real live thinking human being, who not only offered me the email address to file my indignant complaint, but said she would call the local office and have them call me back. Fifteen minutes later they called.
A very nice woman called and asked if my package had shown up yet. I explained the deal and she said that if the guy who had it didn't bring it over or give me his address, they would go to his house and get it. I asked her how they would know where to go and she said that the driver knew exactly where he left it by mistake. Our address is 1005, but he delivered it to a 1005 two streets east of us.
Geez, all this trouble could have been avoided if the boneheads at the customer service center had just called the local terminal the first time. At five o'clock, when I first called them, the driver was still in our neighborhood.
The guy brought the box to our house this evening. It was opened, he said mistakenly by his wife. A more cynical man than me might suspect she was checking out the contents in order to decide whether or not to keep it. I on the other had guess she didn't realize that it didn't have her name or address on it when she opened it.
So all's well, that end's well. This is a classic case study in corporate America. The employees are discouraged from helping the customer and are restricted to the procedure manual. It is refreshing to meet the rare employee who says screw the book, I know how to fix this.
Things in this blog represented to be fact, may or may not actually be true. The writer is frequently wrong, sometimes just full of it, but always judgmental and cranky
9 comments:
What was in the box that your thieving neighbor did not want?
Call UPS Corporate offices at 1-404-828-1001 (Ask for the Corp. complaint dept.) We want to hear your complaint. It's the only way we can fix the problem so it doen't ever happen again. Then you can also ask the driver, the next time you see him/her for the 800# to their center. Then they can contact the driver for you.
Michael
P.S. I know it doesn't help you in this case now, but as an employee of UPS, we are human. We deliver 15,000,000 packages and letters per day. We have a 99.9% completion record. Do you know what .1% of 15,000,000 is? ..15,000. That means that we have 15,000 complaints a day. and we won't stop until that number is zero. We just need customers to speak up like yourself. Thanks for the heads up and we hope you choose UPS again.
Oh, Pooh! d. chedwick bryant asked the question I wanted to ask..."what was in the box?" (lol)
I still will never understand a service that requires someone to be at home on a weekday to sign for something. I know you and I can be there, but don't most people work during the day?
I see UPS has time/staff to search the Internet and address complaints. It seems like it would be better to repurpose those people to address the problems when they arise.
Anon UPS man sayeth: ...but as an employee of UPS, we are human. We deliver 15,000,000 packages and letters per day....
Dude, you must be exhausted! Would UPS consider hiring a non-human like myself? I can read, drive a golf cart, and sing.
I think it's nice that UPS has hired Michael to scan the internet for blogs blasting their company in order to defend their honor. If only all companies were that resourceful.
as a UPSER myself i would say most of us take quite a bit of pride in our work and there ae just a few bad apples in the bunch.
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