Fat Old Sweaty Elvis
Long Beach,#2Consumer Suggestion
Fri, May 09, 2008
Alebel, I think you may get better results from your letter-writing if you could be a bit less long-winded. If you printed that letter I bet it's more than two whole pages. Nobody at UPS has time to read such a thing. I didn't even read the whole thing myself. If you could fit the main points into a double-spaced letter that's less than half a page I think people would be more likely to read it.
Phixups
Sumter,#3UPDATE Employee
Fri, May 09, 2008
Well, I have been with UPS loading package cars now for over a year, not missing a day so far. I have read your complaint and can respond to a few of your problems. Poor Customer Service: Each of the customer representatives that you spoke to, other than the one through email correspondence, may have handled issues the wrong way or depending on their centers style. These "customer service representatives" you spoke to from the center were most likely either a Clerk or a Supervisor who has 1005 other things going on. Trust me, I can't speak for Unload; but I do know that Preload(Generally 3AM-9AM) can be a rough, vigorous task to deal with. But both representatives were right, the driver could have followed any of those procedures in order to return that package to you. A driver typically has a full day, usually lasting from 9AM until about 7 or even some 9PM at night, making it hard to plan certain drop offs, pick ups, etc. in the most efficient manner. Generally the driver will act in the manner that suits his interests the best and in this case would have resulted in returning it to the center that night. Whether your package should have been brought back to you, AFTER YOU MADE THE MISTAKE, or returned to the center should have been up to you to tell the people what you wanted them to do when you called. Intercept: I don't claim to be an expert on how it all works but it sounds like it is a very simple process. The ads may make the "unrealistic" customer believe that UPS will literally pull you package off of a moving semi and send it somewhere else...but any common sense would tell you that this is not a possible practice. UPS with the Intercept program allows people to stop the package from reaching it's destination(The Address you have addressed it to) not the center. The only possible direct rerouting while in transit would only be done for either a High Value Package (Generally 2,000$ to much more), or for preferred accounts and contracts such as Target, Wal-Mart, Champs, Footlocker, etc. I think you are not being quite as understanding as you should be, especially because this is all brought about by a mistake on your part. I do think it's silly that you may not be able to adjust your shipping speed via the phone; but I'm sure the package could have been caught at another center while it was along its way and RTS(Return to Sender). It is an unfortunate thing that everybody's shipping experience is not perfect with every company. After experiencing the system though I do urge you to act as if you were in charge with the service provider and realize that a company cannot simply pull any package in transit and especially fly it back on a whim. The shipping industry is an extremely expensive venure; especially with Semi's now costing over 1,000$ to fill up. It is not unreasonable that they would wait for your package to arrive at a center during the sort before it is sorted to be delivered to your DESTINATION.