Poor treatment by Customer Service Represntative
by Marci L. - Posted Tue May 1, 2012 @ 4:57 PM
I waited all day for my package to be delivered. When I went to the UPS site to contact a customer service agent,(via chat) I was cut off by the agent. I WILL NEVER USE UPS AGAIN AND WILL ADVISE MY FAMILY AND FRIENDS TO DO THE SAME. I will also use social media to highlight the poor service by UPS. I can understand that it is hard to estimate exact times for deliveries but poor treatment by people who are supposed to help you is inexcusable !! The details are below:
Kleifor M. (Listening)
Initial Question: I was told that my package was to delivered today between 11:30 and 3:30. I stayed home and my package has not arrived
Kleifor M.: Hi, this is Kleifor M.. I'll be happy to assist you.
Marci Levitt: the Info # is 9333 6220 3789
Marci Levitt: I was told that my package was to be here between 11:30 and 3:30 and stayed home during this time.
Kleifor M.: Thank you, was that the time the driver marked he/she was going to be back?
Marci Levitt: Yes
Marci Levitt: This is also the time that is listed on the website
Kleifor M.: Unfortunately those are only estimated times, they are guaranteed. Your package has the service level of Ground which means it is scheduled by the end of day.
Kleifor M.: Due to day-to-day variations in package volume, driver delivery routes, driver pickup routes, and your location on these routes; UPS is unable to provide or schedule a specific delivery time.
Marci Levitt: This is very disappointing
Marci Levitt: will my package arrive today?? I do not want to waste my time.
Kleifor M.: I understand your frustration and wish there was more to do, however your package will be delivered today.
Marci Levitt: What is latest time that I can expect it
Kleifor M.: Around 7:00 pm.
Marci Levitt: This is very disappointing.
Kleifor M.: I'm am truly sorry you feel that way, there is an option called My Choice. With a My Choice premium you are able to choose a 2 hour delivery window for all future packages.
Marci Levitt: this cost extra ...correct
Kleifor M.: Yes.
Kleifor M.: Unfortunately, I donít have any other resolution options to provide. At this point, further discussion via chat is not productive. I am sorry that I am not able to completely resolve your situation through chat support. Goodbye.
Kleifor M. has disconnected.
PLEASE, PLEASE Provide better training for customer service representatives !!!