June 6, 2003

UPS gets worse

The UPS snafu gets better. Today I tried following up with UPS, twice. I called during lunch to check where UPS though my package was. When they said it was put on a truck in Texas to be shipped to me I complained. They said it was a ground package so it had to be shipped ground and maybe it really was not in Texas. I asked how it would not be in Texas if it scanned three times in Texas (once in Fort Worth, and twice in Mesquite). I asked to speak to the supervisor, but after a wait I got the same person back who said it seemed the package would be out for delivery that afternoon. (It was not and that was the second time I had been lied to by UPS representatives in this mess.) The person asked if I could give my zip code to get a better time estimate. The person appologized as they had to "say the numbers outloud as they typed because the numbers get confused from their brain to their fingers".

I got home after the promissed delivery time this evening and their was no package. I called customer service again. To check on the package (the UPS tracking system on-line provides the exact same information customer service gives you) I called "customer service" again. This time they confirmed that the package was actually in Texas and was put on a truck to get to Maryland. This would take six days to get to me as that was the shipping time from Texas to Maryland for a ground package. I asked if the package could travel the 1300 miles in 13 hours like it had on June 4th. Customer Service said that was not possible for a ground package. I was told repeatedly that six days is the travel time for a package going from Texas to Maryland. When I pointed out the package was in Maryland two days ago and less than 25 miles from the delivery point, the customer service person returned to their script and said the package must have been rerouted because of bad weather or an act of God. I wanted to know what bad weather would cause the package to go from 25 miles from deliver to 1300 miles from delivery and an act of God would have been reported in the paper. At no point did UPS take any responsibility for the package getting mis-routed. I did get told a few times UPS only has the information in their database and they do not know where the package actually is and do not have control over where the package goes. I was told that UPS customer service can not identify a misrouted package only the computer system can identify a misrouted package and the computer did not see anything wrong with the package going to Texas after being 25 miles from the delivery site on the promissed delivery date. I asked the person on the other end of the phone if she saw a problem with a package being 1300 miles after it had been 25 miles from delivery to her. She started reading from the script. I asked her to stop reading the script and asked if calling customer service could correct the missrouted package. She said no customer service could not do that as their system did not show a problem. I pointed out that I was a customer with a problem with UPS service and wanted assistance. The script reading ensued again. I asked her to stop again. She did, I asked if it was customer service that I called as I was not getting any help and I was a customer with a problem. There was a very long silence. She said yes it was customer service very quitely and she appologized that she could not help me. That was a first for UPS, an appology. I asked who I at UPS could help, she said their was no over riding their system and there was nobody in the company that could do anything to help.

Nobody at UPS that I have talked to seems to think there is any problem with a package being very close to the delivery point then 1300 miles away on the delivery day. Very odd and a very sad state for what was a decent company.



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