United Parcel Service Informative - Department of Customer Deflection
NEW YORK, NEW YORK -- A couple weeks ago, I had a string of exchanges with UPS customer service that persuaded me never to use that company again so long as I have the chance to choose another.
Recently it took three days for UPS to actually deliver a package, although someone was home on each of those days and the bell works (just got a Fedex delivery this morning, on time and cheerfully).
As for the UPS delivery, for two days running, the drivers did *not* ring the bell. On the third day, the delivery woman rang the bell but refused to walk up the stairs. This is New York City and we live 4 flights up in an apartment building without a doorman. (Perhaps UPS figures that we are low-grade customers?)
The really galling thing about dealing with them is that it is useless to call customer service, or to rely on their web tracking service.
After two failures, I called to request that they hold the package because I didn't trust them anymore. It was amazing to me that UPS couldn't manage to do that. They told me that the request (a request made in "a message" sent by the customer service agent at the 800 number) was done incorrectly. So they put it on the truck and there was no way to retrieve it until 9 p.m. that night.
When I found out about that, I was really mad. This is their error on top of their refusal to deliver for two days, and all I got was a customer service agent yelling at me. I demanded to talk to a supervisor, and was finally put on hold for more than 10 minutes, and when a person answered, I realized I was sandbagged. The customer service person put me through, not to a supervisor, but to the New York delivery facility, where the person who knew nothing of the situation, got an angry customer and immediately started yelling at me for my tone of voice. I don't really blame the person in the New York office -- because she had no idea how I had been sandbagged by the 800-number woman.
I am writing a paper letter to Kurt Kuehn, the senior VP for marketing at UPS, but I don't expect it to do any good. I'll send in the names of the customer service people, the one who messed up my request to hold the package and the other who sandbagged me by dumping my call on the local office. I'm afraid they will be rewarded for their methods of deflecting angry customers.
As for me, I've got the post office, which is much, much better than it used to be, and Fedex and DHL.