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 Second Letter
Posted Mon June 12, 2006 3:46 am, by T C. written to United Parcel Service
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I attempted to contact UPS privately. Apparently UPS does not care enough about the people who pay the expensive rates that pay your salary. As a result of non-response, I am reposting that same email, but, this time, in the hopes that perhaps knowing this letter is now being published to the web, where anyone who wants to compare their poor experience with UPS (Oops from hereinafter, to demonstrate the proper pronounciation). I apologize that I had to go public; however, when a company does what Oops has done on a regular basis, and then does not respond, what choice do I have.
Also, please understand, unless I have this matter settled quickly, I will use every agency and my attorney if necessary, to bring this disasterous situation to a satisfactory close.
You may not give a damn about a small $20-30 shipping fee; and you may find every excuse to claim how it is not your company's fault my $175 Darth Maul statue was broken. But, since YOUR employee is the one who ignored the "FRAGILE" stickers placed by the shipper, and tossed the box anyway, while getting the call tag signature device, it does not matter what excuses Oops tries to give. Your employee damaged the item. Oops has to replace it.
The following is the unresponded to letter:
To say that OOPS has been a nightmare, would be a huge under-statement. Unfortunately for me, this company has caused me a lot of unnecessary stress.
*Should I start with a late delivery, that this company refused to deal with, despite it being OOP's error?
*What about when a package was showing as being on time, and delivered late, and yet this company refused to honor it's promise of "guaranteed delivery" by yet again, not refunding the delivery charges?
*Should I bypass that, and go into how the driver continuously returned my packages to the "barn" rather than taking them to the leasing office; which he was made aware of, because of my repeated complaints to the on duty manager?
*Maybe I should start with my last delivery, which I am STILL waiting to hear from OOPS. Oh, that's a good one. Yes; let's start here.
About one month ago, I had ordered several items from a great seller. Their only fault is they will not leave UPS. (This despite Fed Ex and DHL both being cheaper AND faster). As it turns out, they needed to ship in three separate boxes. Every step of the way (60 miles from me) was tracked. All three boxes were together from start to attempted delivery.
I cannot imagine what happened from the time all three boxes arrived in my town, and entered the truck, and the attempt to deliver was made. Because somewhere between the attempted delivery (about 3pm) and the time I went to pick up the items at the barn, one of the boxes vanished.
The attendant went to retrieve my packages. While getting the Call Notice device, the attendant tossed the two packages to the ground. This despite the label "FRAGILE" on the box. (Btw, "Fragile" is not the French Word for "Break Me").
Needless to say, this is infuriating. But, this is only a starting point. You need to know why I am enraged with this company. I can forgive blatant apathy towards misdirected packages. I can almost forgive a lying agent who goes in and alters the website to show a late delivery as being "on-time". I can almost forgive an employee for tossing an expensive item that was to be a Birthday gift; but, instead broke it, rendering it worthless. I can even almost excuse the representatives who refuse to share information about the status of the claim.
What I am writing about, is all these things that happen, not as an exception, but, as the rule, despite your company's lies in advertising.
Shortly after being told OOPS cannot track each individual item, your company advertises how each package has it's own "seat", and can be traced. So, why is it, when UPS screws up, sends a package to Oregon, instead of Sacramento, cannot find the package, and reroute it to make a little kid's Christmas? Instead, when asked how HE would like it if he were told Santa lost his package, the blithering idiot said, "I don't believe in Santa". UPS wasn't there for that one.
OOPS used to claim to be "The tightest ship in the shipping business". No; that is also an error. OOPS is the Titanic of the shipping business.
NOW, I hear these commercials that claim OOPS is faster than the rest. Oh? Is that why Fed Ex delivers in 4 days, what takes OOPS 5 days? Is that why DHL delivered a package to me today (Monday) that left Thursday, and was scheduled to arrive Weds. (The same as OOPS, btw). Where does the "faster" come in? Faster than a crippled turtle? (I would still place my bet with the turtle). At best OOPS delivers my package on time. I do recall ONCE where it arrived in the station a day early. But, it did not arrive, until it's due date. Compare that to DHL, who has delivered a package to me late ONCE! Every other time it has been no less than a day early. Oh, and as far as DHL goes: they reimbursed the delivery charges within a week's time. No damned excuses, like OOPS.
What would I like you to do. Well, it's too late to reimburse the shipping fees. I happened to catch the driver, by chance one day, and advised him to take my packages to the leasing office when I am not here. So, he has a clear understanding of what to do. So, that is settled.
The only thing left, is the lies in the advertising. What I really want, is to see this company fold. I don't want to see any more brown trucks. I don't want to see the most expensive shipping company advertise how cheap they are. I don't want to hear how wonderful everyone there thinks their brown stuff is. It's like every other brown stinky substance. I want OOPS to quit lying. Even the cigarette companies don't lie as much as this company.
Oh; and I want my $175 Darth Maul figure replaced. Your people broke it, your people should pay for it. And, quickly.
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This is NOT the way to write a letter that would get results. You have
to be professional and mature. Yes, you may be angry, but you can
channel that anger into something constructive. If I were UPS, this
letter would go straight into the paper shredder.
As I always say, if this letter wasn't important enough for you to
write decently, why should it be important for the company to read?
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inanna68
by Batman Thu July 6, 2006 @ 9:25 PM
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by Iconophiliac Posted Wed June 14, 2006 @ 7:39 AM
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If I owned UPS and was reading this letter, I would throw it out
immediately and wish for the quick demise of whoever sent it to me.
This letter is ridiculous, I mean and just the fact this is in
actuality your fourth or fifth letter, doesn't that say something to
you? I almost feel sorry for UPS.
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by Batman Mon June 19, 2006 @ 12:15 PM
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by Athanasiusa Posted Tue June 13, 2006 @ 12:38 AM
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Please clean up and condense this letter a bit, to make it a bit more
legible.
Was the package insured for $175? All UPS packages are automatically
insured for up to $100. If you wish for it to be insured beyond that
amount, there is a small fee. If you can prove that the damage occured
in shipping, and you did NOT pay for the extra insurance, they owe you
*at most* $100.
Call customer service. Be polite, BE CALM, and explain things
consisely. Don't give them the whole life story. Also, have on hand
your receipt from the seller, the item itself, and if possible, the
original tracking number. This number is the long one beginning with
1Z.
Please note that they need time to fully investigate the matter. Give
them this time. Calling once every week or two is fine, to check the
status. Calling more often is NOT. Again, stay calm, be concise, and
keep careful track of your reference numbers. Do NOT demand to speak
with a manager. If one is needed, the Representative will contact
one.
UPS trains their Customer Service Reps highly. The insides of their
call centers are extremely corporate in nature, and their call
"grading" criteria includes helping the customer in any way possible.
This, of course, does NOT mean they can bend or break the rules just
for you. However, if you are polite, patient, and understanding, most
Representatives will do everything in their power, and then some, to
help you.
Good luck.
- Athana
Former UPS Technical Support employee
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by nick l Posted Mon June 12, 2006 @ 9:19 PM
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Dear Oops...I mean UPS:
Your company sucks.
I hate you guys. So very much.
Your company lies and smells like poo.
I hope you go out of business.
Now gimme 175 bucks.
Signed,
Demanding Snob
Sold me!
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nick l
by Batman Tue June 13, 2006 @ 2:55 PM
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by Batman Posted Tue June 13, 2006 @ 3:00 PM
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Despite the title being "Second Letter", it is not. It was actually a
fourth or fifth, JUST on this one issue. And, if this were just the
first, second, tenth or 20th issue, I might not be so upset. No; this
is an every delivery situation, over the past several years.
Do you realize that I had UPS deliver a package to my work-- I manage
a mobile home park-- the delivery guy ACTUALLY had the audacity to
change the label from "office" to one of the mobile home units? And,
UPS said, "Well, that's what the label said". I even pointed out, that
below it, you could see where it was labeled OFFICE. I even had the
print out from the company, and showed they had OFFICE on their label!
When you deal with this constant battle, then maybe you too will be so
fed up, your email to a company will be as bad, if not worse.
UPS is lucky I was as nice as I was!
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Aleyria
by Batman Tue June 13, 2006 @ 3:14 PM
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SHARED LETTERS 
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