United Parcel Service, Inc. UPS Complaint
Terrible Service - package delivery
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Reviewed by EKeshner Complaint |
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Comments - Consumers and Companies Connect by Commenting
0 30-Dec-08: A 2-day package from Amazon.com, due to us on December 24th, and held up like thousands of other holiday packages by the biggest snowstorm in the Pacific Northwest in 17 years. The last "update" was 26-Dec, citing "adverse weather" as the hold-up until conditions improve.
Conditions improved more than enough by Monday the 29th. The local news quotes UPS and other carriers saying the backlog would be out by Tuesday (today). This was a UPS statement if I understand KING5 correctly.
I emailed customer service to ask for a new ETA or some kind of regional update. I got a default answer about investigating a lost package...I mentioned the weather in my email, and I got a default answer. I bet I am not the only one emailing...and calling. I bet UPS is spending millions keeping extra staff online to answer all these messages with default answers, costs for taking and routing calls, and the intangible "lost future business" as customers "vote with their feet" when shipping packages.
Compared to the cost of creating a process in their existing storm-response operations in an effort to keep customers up-to-date they're choosing to waste money...investors love that. For a relatively small investment they could at least vastly improve customer confidence by supplying regular updates about local efforts to deliver the backlog.
Many businesses don't take the time to figure out the real costs of these service interruptions...they just accept that they have to put more resources online at call centers. Managing cost is not easy...it takes work, time, and attention to detail in gathering data and drawing conclusions.
Well, I'm back to waiting for my 2-day package to arrive now...after getting my ground package that was supposed to arrive 2nd in line.
Conditions improved more than enough by Monday the 29th. The local news quotes UPS and other carriers saying the backlog would be out by Tuesday (today). This was a UPS statement if I understand KING5 correctly.
I emailed customer service to ask for a new ETA or some kind of regional update. I got a default answer about investigating a lost package...I mentioned the weather in my email, and I got a default answer. I bet I am not the only one emailing...and calling. I bet UPS is spending millions keeping extra staff online to answer all these messages with default answers, costs for taking and routing calls, and the intangible "lost future business" as customers "vote with their feet" when shipping packages.
Compared to the cost of creating a process in their existing storm-response operations in an effort to keep customers up-to-date they're choosing to waste money...investors love that. For a relatively small investment they could at least vastly improve customer confidence by supplying regular updates about local efforts to deliver the backlog.
Many businesses don't take the time to figure out the real costs of these service interruptions...they just accept that they have to put more resources online at call centers. Managing cost is not easy...it takes work, time, and attention to detail in gathering data and drawing conclusions.
Well, I'm back to waiting for my 2-day package to arrive now...after getting my ground package that was supposed to arrive 2nd in line.
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When it "ABSOLUTELY POSITIVELY HAS TO GET THERE" *NEXT YEAR*
My package (with medical equipment) was shipped Dec 12, 2008. It will definitely NOT arrive before Jan 6 2009(!)
Here are the details of my shipment:
6 days cross country
- 16 (will be greater than 19) days in Kent, WA
- Medical supplies critical to patient with acute decompensated heart failure
- No response to call (they did take my #)
- For 4 days, package listed as "On Truck for Delivery"
- Every day, at end of day, updated to "No Delivery Attempt"
- Failure to provide *ANY* even approximately accurate information on when package will arrive has made it impossible to know when/if an alternative source of the supplies needs to be sought
- Phone call to FedEx Customer Support, they took my phone number but never called back
- Phone call to Kent is greeted with (after about 10 rings) "Your Party is NOT ANSWERING" - (it is Saturday...but UPS is clearly working...)
- Roads have been clear to my neighborhood for 6 days now, UPS and USPS have been delivering all week (and UPS was just here on Saturday)
How can one get accurate information about their package???????
(Kent FedEx facility is managed by Mike Arvai, (Fax area code 425) 251 9142.
( FedEx Federal Express Seattle Washington Kent Complaint Delivery delay snow 2008 2009)