The customer service representative was empathetic to your situation.
The customer service representative was polite and professional.
The customer service representative apologized for the problem.
The customer service representative gave you an option.

Most likely this is how UPS trains their customer service representatives. Most companies do train their customer service representatives like this.

Yes, it is frustrating to go through this, but the customer service representative did the best he/she could with the tools he/she was given by UPS.

So exactly how did the customer service representative give you poor service?

Exactly how would you train the customer service representative?