United Parcel Service Informative - Delivery failure; driver lied
EASTON, PENNSYLVANIA -- On 11 September 2007 I waited at home all day, with the garage open and a note on the door, for a UPS delivery listed as OUT FOR DELIVERY on UPS tracking.
Afert 5PM the driver posted a statement that "Receiver requested a different delivery date" which was a total, complete lie. Driver was never here; I neverr met or spoke with the driver.
Calls to the national 800 number are futile; they claim not to have any local contact name or number. The only support offered is to send a message to the local delivery center (Bethlehem, PA for me).
On my third call to support and the same sorry story, I demanded a supervisor. After five minutes a supervisor came on the phone and after a brief discussion agreed to contact the local delivery center; I was on hold for 10 minutes and then she claimed it was on the truck for delivery today. I protested that I neededit NOW and shouldn't have to wait around all day again due to their mistake. (They claimed it was on the wrong truck yesterday.) The supervisor called the center again and they agreed to page the driver to get a delivery commitment and would call me back.
The entire UPS Customer Service process has two well-designed characteristics: (1) never give out any internal names or phone numbers so they don't get bothered with annoyed customers. (2) Always promise something, e.g., a call back, a few hours later just to buy time before their next useless commitment.
I have already sent a letter to the CEO but I'm sure he has a squad of yes-men to intercept and destroy any complaints.