- Report: #389750
Complaint Review: UPS - Atlanta Georgia
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UPS
55 Glenlake Parkway NE Atlanta, 30328 Georgia, U.S.A.
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UPS, Scott Davis can't mistake cod Atlanta Georgia
D. Scott Davis, CEO
UPS
55 Glenlake Parkway, NE
Atlanta, Georgia, 30328
U.S.A.
Mr. Davis,
While I'm sure this is not being read by you, I'm hoping it's being read by someone fairly high up who also gives a d**n.
By the way, I didn't want to waste paper and an envelope and spend .43c on a stamp to write you, but apparently UPS is behind the times in using phone, e-mail or fax to allow customers to communicate with UPS headquarters.
At this point, I'm working with Fed Ex and DHL because of UPS's poor customer service and can't do attitude. Why? Glad you asked.
I've always had a saying Attitude starts from the start down, solutions from the bottom, and implementation from the middle..
Since the attitude of the people I spoke with at UPS was I can't do that, then I figure that's your attitude too.
On 9/26/2008 I sent a package to Buck's Stoves via UPS (tracking #intentionally left blank) from a UPS office in an Office Depot. I should have seen the problem coming when the shipping person told me she can't send it ground because they didn't have a ground shipping form. I'm thinking how does an Office Depot not have a UPS ground shipping form?. Apparently the person who stocks shipping forms isn't doing their job.
So, I choose to send it 2nd day airand C.O.D.. The box on the receipt clearly shows C.O.D., but there was no label put on the package. More importantly, the clerk did not explain that UPS's definition of C.O.D. does not jive with the common usage of C.O.D..
I've asked several people what they think C.O.D. means, and they say that it's like calling collect, the person receiving the call (or in this case package) pays for the call (in this case shipping).
So, my first suggestion is you better define, for us non-professional shippers, that C.O.D. really only means you collect for the value of the product being shipped and that the sender still has to pay the shipping.
Secondly, you might want to have the clerk actually ask to collect the shipping fees at the time of shipping. This would bring up any misunderstanding and it would eliminate UPS from having to bill.
Next, I get a bill from UPS saying I owe money. I call and they say they can't call Buck's and that I have to do the follow upeven though it was UPS's mistake. I do, and they say they will pay for it. Coolnow that's following up on their word and great customer service. It's a lesson UPS could learn from small businesses.
Wanting to make sure I have a zero balance, I call UPS last week, around November 6th, and ask if the account has been paid. UPS says they can't find any record of me every being billed. Hmmmyou send me an invoice but there's no record of it? Either the employee or computer system is inept.
Frustrate, I say I'll just wait to see if another invoice arrives. Ironically, it arrive the next day and it's dated November 1st! Now, how can you have an invoice dated November 1st and can't find it in your system on November 6th?
So, today, November 10th, I call UPS and with invoice in hand start my frustrating experience again. The first gentleman can't even find that the bill has been paid by Buck's and states that they can't call Buck's because they have no outbound lines.
Remember now, I did nothing wrong here. I was never informed I'd be responsible for shipping, the item wasn't marked C.O.D, I didn't loose my invoice in the UPS system, and I was not informed that it had been paid by Buck's. This is not a simple mix upthis is a full blown screw up on UPS's part.
I said so, why not escalate it to a department that has outside lines? He sounded dumbfoundedwhich I took to mean that you don't have the ability to handle internal mistakes.
So, I ask to talk to a supervisor and receive Latoya Kincy, a billing supervisor. She tries to explain (excuses) a few times before I'm done telling her the whole story (because she was not updated by the last person). After I'm done, she looks up the account and then informs me that the account has been paid by Buck's. Why couldn't the other UPS service representative that transferred me see that??? But, the late fee, of which there should never of been, needs to be taken care of.
So, I'm thinkingfine, take care of it and send me an invoice for zero. She says she can't and has to transfer me to finance.
She transfers me to finance Account Receivables, Brooke Boger, and she says she'll remove the late charge and then threatens if it happens again, we won't remove the late fee. She doesn't call it a threat because that's what she's told to say. I say it's a threat when it's said to me, a customerespecially when it's said in a somewhat serious and stern voice.
I then ask for the zero balance invoice and guess what she says? Yep, I can't send you a zero balance invoice.. She say's let me ask my supervisor and of course, the supervisor says they can't send a zero balance invoice. Soyou can send me an invoice when I have a balance, but not one when I don't have a balance? What, is it because you don't want to waste more paper? That can't be it, because you also can't e-mail or fax me an invoice.
To save you the trouble, I've been told UPS can't seven times. What can UPS do when UPS makes a mistake, besides cause customers a lot of grief?
If you've every read the book The Big Store about Sears, you'll find the core reason that they lost their premier retail status was because of internal complacency and not recognizing and respecting their competition.
I don't care that UPS makes mistakes. I do care that you won't resolve them for customers and that you can't. Apparently, you and your other executives are not understanding how tightly you've restricted your front line people from helping customers.
The strangle hold you have on them, is really a strangle hold on customers, and when you strangle your customers, you strangle yourselfbecause you are UPS.
So, how about sending me a zero balance invoice for my records.
My information is on the front of the envelope, but I'm betting you threw that away, so here it is again.
(intentionally left blank)
Oh, happy holidaysand I'll remember this experience when I go to ship my packages!
Steve
Auburn, Washington
U.S.A.
Click here to read other Rip Off Reports on UPS United Parcel Service
UPS
55 Glenlake Parkway, NE
Atlanta, Georgia, 30328
U.S.A.
Mr. Davis,
While I'm sure this is not being read by you, I'm hoping it's being read by someone fairly high up who also gives a d**n.
By the way, I didn't want to waste paper and an envelope and spend .43c on a stamp to write you, but apparently UPS is behind the times in using phone, e-mail or fax to allow customers to communicate with UPS headquarters.
At this point, I'm working with Fed Ex and DHL because of UPS's poor customer service and can't do attitude. Why? Glad you asked.
I've always had a saying Attitude starts from the start down, solutions from the bottom, and implementation from the middle..
Since the attitude of the people I spoke with at UPS was I can't do that, then I figure that's your attitude too.
On 9/26/2008 I sent a package to Buck's Stoves via UPS (tracking #intentionally left blank) from a UPS office in an Office Depot. I should have seen the problem coming when the shipping person told me she can't send it ground because they didn't have a ground shipping form. I'm thinking how does an Office Depot not have a UPS ground shipping form?. Apparently the person who stocks shipping forms isn't doing their job.
So, I choose to send it 2nd day airand C.O.D.. The box on the receipt clearly shows C.O.D., but there was no label put on the package. More importantly, the clerk did not explain that UPS's definition of C.O.D. does not jive with the common usage of C.O.D..
I've asked several people what they think C.O.D. means, and they say that it's like calling collect, the person receiving the call (or in this case package) pays for the call (in this case shipping).
So, my first suggestion is you better define, for us non-professional shippers, that C.O.D. really only means you collect for the value of the product being shipped and that the sender still has to pay the shipping.
Secondly, you might want to have the clerk actually ask to collect the shipping fees at the time of shipping. This would bring up any misunderstanding and it would eliminate UPS from having to bill.
Next, I get a bill from UPS saying I owe money. I call and they say they can't call Buck's and that I have to do the follow upeven though it was UPS's mistake. I do, and they say they will pay for it. Coolnow that's following up on their word and great customer service. It's a lesson UPS could learn from small businesses.
Wanting to make sure I have a zero balance, I call UPS last week, around November 6th, and ask if the account has been paid. UPS says they can't find any record of me every being billed. Hmmmyou send me an invoice but there's no record of it? Either the employee or computer system is inept.
Frustrate, I say I'll just wait to see if another invoice arrives. Ironically, it arrive the next day and it's dated November 1st! Now, how can you have an invoice dated November 1st and can't find it in your system on November 6th?
So, today, November 10th, I call UPS and with invoice in hand start my frustrating experience again. The first gentleman can't even find that the bill has been paid by Buck's and states that they can't call Buck's because they have no outbound lines.
Remember now, I did nothing wrong here. I was never informed I'd be responsible for shipping, the item wasn't marked C.O.D, I didn't loose my invoice in the UPS system, and I was not informed that it had been paid by Buck's. This is not a simple mix upthis is a full blown screw up on UPS's part.
I said so, why not escalate it to a department that has outside lines? He sounded dumbfoundedwhich I took to mean that you don't have the ability to handle internal mistakes.
So, I ask to talk to a supervisor and receive Latoya Kincy, a billing supervisor. She tries to explain (excuses) a few times before I'm done telling her the whole story (because she was not updated by the last person). After I'm done, she looks up the account and then informs me that the account has been paid by Buck's. Why couldn't the other UPS service representative that transferred me see that??? But, the late fee, of which there should never of been, needs to be taken care of.
So, I'm thinkingfine, take care of it and send me an invoice for zero. She says she can't and has to transfer me to finance.
She transfers me to finance Account Receivables, Brooke Boger, and she says she'll remove the late charge and then threatens if it happens again, we won't remove the late fee. She doesn't call it a threat because that's what she's told to say. I say it's a threat when it's said to me, a customerespecially when it's said in a somewhat serious and stern voice.
I then ask for the zero balance invoice and guess what she says? Yep, I can't send you a zero balance invoice.. She say's let me ask my supervisor and of course, the supervisor says they can't send a zero balance invoice. Soyou can send me an invoice when I have a balance, but not one when I don't have a balance? What, is it because you don't want to waste more paper? That can't be it, because you also can't e-mail or fax me an invoice.
To save you the trouble, I've been told UPS can't seven times. What can UPS do when UPS makes a mistake, besides cause customers a lot of grief?
If you've every read the book The Big Store about Sears, you'll find the core reason that they lost their premier retail status was because of internal complacency and not recognizing and respecting their competition.
I don't care that UPS makes mistakes. I do care that you won't resolve them for customers and that you can't. Apparently, you and your other executives are not understanding how tightly you've restricted your front line people from helping customers.
The strangle hold you have on them, is really a strangle hold on customers, and when you strangle your customers, you strangle yourselfbecause you are UPS.
So, how about sending me a zero balance invoice for my records.
My information is on the front of the envelope, but I'm betting you threw that away, so here it is again.
(intentionally left blank)
Oh, happy holidaysand I'll remember this experience when I go to ship my packages!
Steve
Auburn, Washington
U.S.A.
Click here to read other Rip Off Reports on UPS United Parcel Service
1 Updates & Rebuttals
Tom
Union,California,
U.S.A.
Authorized Shipping Outlet Owner
#2Consumer Suggestion
Tue, November 11, 2008
The proud author of this letter carefully indicated his name as only "Steve", while blatantly making public another individuals full name, indicating the unprofessional "can't do" aspect of himself. The sarcasm and antogonistic aspect of his letter also tends to diminish credibility of this author. Steve should understand, while stating he is utilizing Fedex and DHL, that his problem would have been identical had his shipment going to Buck's Stove been also through Fedex and DHL. Interestingly enough too, Steve may want to refer to the complaints against Fedex and DHL in this same website. It likely won't teach Steve what he needs to learn, but it does indicate his lack of rational. Incidentally, competition and recession have caused DHL to systematically withdrawal it's services from the United States in the upcoming months. Is that not an example of the epitome of Steve's "can't do"? Steve is a bit vague in this situation which may reflect his difficulty understanding shipping protocol. His defensiveness may be the root and cause of the "can't do" issues in his life that manifest in other areas besides shipping. It seems, however, that Steve was attempting to ship a package without wanting to pay for it himself. If that was the case, perhaps he was expecting the Buck's Stoves business to pay for it. That is feasible if he has Buck's Stove shipping account number. With that number, Buck's Stoves or Steve himself would need to have a prepared Waybill or request a preprinted RS (authorized return) shipping label from Buck's Stoves. Ground and 3 Day Select Waybills are not available at ASO locations and, no, the Office Depot clerk had done nothing wrong by not stocking those forms. Steve owes that person an apology. If Steve wants to simply verbally use a 6-digit account number, he will have to go direct to the UPS or Fedex main hub customer counter. Some locations, and it is voluntary for those shipping outlets, will have 2 Day, NDA, and International Waybills for customer use. The problem with these are in the event that 6-digit billing number, as Steve wanted to use, cannot be validated at those locations. If the number is invalid, incorrect, cancelled, or refused by the recipient, those shipping locations (which are actually independently owned, funded, and seperate from the shipping companies - this includes The UPS Store locations) would actually get the bill for those shipments. Steve was unclear in his letter as to whether he did in fact understand the proper COD protocol. For reasons which should be obvious, shipments for any carrier must be paid prior to the expense of the actual shipping. A COD involves collecting payment on the recipients end for the shipment cost plus any monetary value (such as the sale price). That payment is collected by the delivery driver before handing the shipment to the recipient. The payment is then mailed back to the point of pickup for the customer, Steve in this case. Steve was unclear as to his use of Buck's Stove's account number, if that's what he was trying to explain, for payment of his shipment. The error, in fact, is not with UPS but with Steve's confusion. The use of shipper account numbers is the same for all carriers. Procedures and limitations are clearly elaborated within each shipping website. With a little research in the website(s), Steve could easily have learned of the 'how' and 'why' for shipping, and certainly saved much time as opposed to writing this letter. Fortunately for Steve, all carriers including UPS do use phone, email, fax, and websites, regardless of his accusation. No carrier, however, can use any form of media to accomodate a complaint by a person whom neither understands nor desires industry protocol. If Steve demands his 'Just do it the way I want you to do it.', he will have to accept an occasional "can't do [it your way]" response. (This includes everyday issues of life as well.) To date, a stamp is still only 42 cents (not 43). It is a mute point, but Steve felt it important to mention. With the 'attitude' depicted in Steve's letter, it would be entertaining to see how Steve operates his business, whether holding an owner, manager, or employee capacity, and how such antogonism, inept assumption, and insult maintains a productive atmosphere. And, though it does not pertain (even if it was a typing blunder) to the very misconstrued problems Steve perceives, could anybody elaborate on what "Attitude starts from the start down,..." means?
