UPS Customer Service: At their worst when things are at their worst. (a rant)

[joeekaitis]

 

 

 

In a far, far less than perfect world, the conversation should go like this:

 

(after being told by the automated attendant that "Your package was delivered and is in the following location: under the doormat" which it wasn't so I 0'ed out to a live rep)

 

"Thank you for calling UPS, how may I help you?"

 

"I got an email that says my package has been delivered but it's not here."

 

"Oh, I'm sorry to hear that.  Can you hold while I try to contact the driver?"

 

"Yes, that'll be fine."

 

(music, then)

 

"Thank you for waiting.  The driver says he concealed the package in a different location because he didn't want the people who were walking by to see where he left it.  He'll be right back."

 

"Great! Thanks!"

 

"Is there anything else I can do for you today?"

 

"No, this is all I needed."

 

"You have a great day."

 

"I will!"

 

Not so on Planet UPS.  Instead, the rep launched into her prepared "get rid of this clown and go on to the next call" script: check the front porches of your neighbors as well as those across the street (which I already did); look all around the outside of the house (which I already did);  call the shipper, tell THEM what happened and if they feel it's necessary, the shipper can initiate a trace (huh?).

 

Uh, 'scuse me, but UPS's driver triggered the "it's under the doormat" email, so isn't the ball still in UPS's court?  They can track a package from the moment the customer affixes the label until the millisecond it lands on your front porch, but she can't tell the driver "A customer wants to know where the package really is"?  I stood my ground and said I wouldn't hang up until the driver was contacted.  The rep escalated to a supervisor

 

The supervisor conferenced me in with the shipper's rep and asked if the shipper wanted to start a trace.  When I had the opportunity to speak, I said all I wanted was to know where the driver left the package.  The supervisor finally consented to call the local UPS depot.

 

Minutes later, the depot called and said the driver was on his way back.  It is now nearly an hour past the delivery time in the email.

 

I wait on the front porch.  Finally, the big brown truck shows up and the driver reaches into my mailbox, explaining that there were people walking by so he hid the package in the mailbox instead of leaving it on the porch (a felony, by the way: using a clearly marked USPS mailbox for a non-USPS delivery, which is why I never even considered looking in the mailbox).  For obvious reasons, "In the mailbox" isn't one of the available options for the driver.

 

So in answer to the question "How may I help you?", just help me.  Is that an unreasonable request?

[this post was last edited: 1/11/2012-12:54]

 

[dj-gabriele]

What amazes me the most is that you don't have to sign to have the packet delivered!?
Also it's so strange (for me) that the post box can only used for USPS products! Why is that?

 

[joeekaitis]

"Also it's so strange (for me) that the post box can

 

 

 

 

If someone leaves a bomb in the mailbox and it doesn't go off, the act of putting it there is enough to send him to prison.

 

[miele_ge]

uh.... i think you might be over reacting here.

I mean its not like the notorious FedEx driver who trashed a computer monitor by hurling it over a fence. Had he left it on the porch instead of tucking it in the mailbox, it might have been swiped. And yes, putting anything other than US Mail in a US Mailbox is a crime. I had paper customers who were old and grouchy (not to mention bad tippers and late payers) telling me that it was illegal to put the newspaper in the mailbox - I said fine and I just tossed it on their sidewalk - even if it was raining.

Sometimes there is bad service and sometimes is its just good intentions that go awry.

Hope it was a cool package and that you are enjoying whatever it is.

just my $.02

 

[dj-gabriele]

If someone leaves a bomb in the mailbox and it doesn&#39

Hahaha, how funny (and this was sarcasm)

I meant asking because here besides the "poste italiane" there are a myriad of private mail services like DHL and TNT that also deliever normal letters, bills, etc and the courier/postman simply drops them in the mailbox without fuss.
Why a private courier can't use the mailbox in the USA?

 

[alr2903]

dj-gabriele, The USPS, prefers to reserve the mailbox for ton's of bulk made from tons of paper to illicit products from people that do not want the service.  Joe i understand your frustration.  I wish you could mark bulk mail return to sender, I am sick of  all this crap you have to shred or find somewhere to burn " credit offers and courtesy checks" many of which have WAY to much personal info.  I also wish they would actually crack down on health care providers and insurance company's you get a bill from the medical provider then a letter from the insurance company with an estimate of benefits, then a final bill from the medical provider.  Healthcare could save a fortune if no correspondence by mail was made until 60 days after the service covered by insurance. It can take longer than 60 days to get it all hashed out.