Service Issues-Failure to pickup

Posted Thu August 31, 2006 5:56 pm, by robert w. written to United Parcel Service

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I am trying to fully understand what the meaning of your (Preferred Shipper) program in relation to my company account (XXXXX). I am a high volume shipper that has been with UPS for for than 20 years. We also have a great discount program for ground service with FEDEX ground.

On any occasion there is a problem we do not get any answers or a response until after the fact. Yesterday 8/30/2006 we processed our shipments for the day and did not get any pick up. We were not notified at any time via phone or fax or email that pickups would not occur.

I called my preferred team on the toll free number today and asked for a supervisor to call me back. I got a call from a customer service rep from Ft. Lauderdale, Fl (10:25 AM her name was Cary-954-587-8436) not a supervisor as requested She told me that there no pickups yesterday which was the day after the storm. The storm did not affect us or anyone if South Florida any more than normal rain. I asked her why we were not notified in case we needed to get orders out another way. She had no response to me. I asked her what the preferred program was nor if we could not even be notified when there would not be pickups? No response.

We bill our customers and send emails when orders ship. We could have used FEDEX ground to send the shipments from yesterday. I am sure to have customers calling as to why orders were delayed etc. I should also bring up that in our many years of business we always encounter service problems with relief drivers. They fail to pick up our shipments, deliver items etc. At that point it is always difficult when I am told by the toll free number to wait 24 hours. How can I wait 24 hours for a response when I need a pickup that day!

One thing that can be done is to have upper management give a call to our local terminal to discuss these service issues. Also a direct number of somebody to call in an emergency. An emergency for us is a failed pickup in Christmas season which starts in mid September for us.

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Re: Service Issues-Failure to pickup by inanna68 Posted Thu September 14, 2006 @ 12:43 PM From what my FEDEX Driver told me they were suspending services too. I don't think anyone was picking up. Reply Re: Service Issues-Failure to pickup by Cynthia C Posted Fri September 1, 2006 @ 1:55 PM I'm having a similar issue here in Hampton Roads. Granted the storm did affect us a lot here by causing a lot of flooding, but I've had issues with having anything delivered via UPS. I won't let my family send me anything via UPS anymore. The office here blamed the bad weather for not delivering even though what they put in the tracker was that the business (they attempted to deliver to) was closed. The address is a residence, and I've been home all day. I hope you get some form of resolution from the company. Reply