Poor treatment by Customer Service Represntative

I'm not quite sure what the issue is here.

The package was delivered on the stated day right?

Then I personally think that UPS did his job, and I actually think
that this CSR was in fact quite amiable.

the website says....


"by 3:00 P.M.(by end of day for residential deliveries)"


I'm not sure what's hard to understand about that. It's almost 3 and
sure I'd love to see it come in by then but... I know it's not
guaranteed. I mean it says it right there in plain English even.

I learned a very valuable lesson many years ago. I was awaiting the
delivery of a new kitchen counter top. It was scheduled for the A.M.
It didn't arrive and I hadn't recieved a call. I was livid and finally
called for an update. The driver was in an accident and passed away
from the injuries. It put it in perspective and I ended up apologizing
for my outburst. The counter top eventually arrived days later and I
still feel guilty with my initial reaction. There's always a snag when
dealing with deliveries. It could be traffic, an accident, wrong
address, their fault etc.I feel, at the very least, there was
communication and hope the package wasn't medication. All the best.

There is only the OPs side of the story. There are always 2 sideds to
every story. So the OP may have or may not have included every
detail.

However I have no reason to believe that details have been omitted.
Yes, there are some threats in the letter, however the root of the
complaint is valid in my opinion and if the OPs description of the
events that took place are correct, I think UPS provided some pretty
poor service.

something about the way the conversation flowed just struck me as ...
"was something taken out?"

What I see is that he treated you with manners. He answered your
questions and tried to be sympathetic.



He just couldn't change the answer to suit what you wanted to hear.


He told you what is available and that you have to pay for expedited
shipping.



So... you want them to "train" employees to give away free upgrades
because the customer is mad that he/she is expected to pay for it?

UPS Ground means end of day...for business addresses it's 5:00 pm; for
residential it's end of the day. If you wanted the package earlier
you could have it sent regular UPS (at a higher cost). And Fed ex has
the same policies...
Note sure what you wanted the rep to do....

EYEROLL.

Just because you didn't hear what you wanted doesn't mean that it was
poor service. From the post here it sounded like the rep did what she
could and because she didn't bend over backwards and magically make
the package appear, doesn't translate into poor training.

I wonder if it is stated on UPS website that the delivery times are
estimated, not guaranteed. I would have also looked up on the website
the level of service of ground to see if I could have found out when
it would have been delivered. If I could have found that information,
then the chat would not have been necessary. Plus I would not have had
to post this complaint on planetfeedback.

If the chat took place before 7 p.m., here is what I would have
done...

Calm down before chatting
Calmly inquire when the package will be delivered
If the package will be delivered by the end of the day, then I would
have thanked the customer service representative for their time & end
the chat
Then I would have waited until 7 p.m.
Not use the word very disappointing unless I had to call UPS again
because the package was delivered after the time the customer service
representative told you the package would be delivered

The customer service representative did nothing that was inexcusable.
The customer service reprentative simply gave you the facts. There is
only so much the customer service representative can do based on what
UPS gives them.

I agree that it's frustrating to wait all day for a package delivery,
but I have to ask what time this chat took place. You said that you'd
waited all day, but they confirmed that the delivery would be by the
end of the day (7 PM). If they didn't deliver by 7 PM, then I can see
the validity of the complaint.

I agree with the others, what exactly do you want training to do? I
find nothing wrong with the response. They explained that it would be
delivered by 7 PM, and if you wanted a 2-hour window, you would have
to pay extra for that enhanced service.

I think this customer service rep handled your complaint 100%
perfectly. What did you want her to do/tell you?

I also don't see how this is a situation that calls for the reps to be
trained better. He was polite and honest. He just didn't tell you
what you wanted to hear.

If you are not able to wait for a package from UPS (or FEDEX for that
matter) may I suggest asking them to hold it at the depot for pick up.
I believe the UPS depot is in Garden City and I know the FEDEX one is
in Bethpage. I've done this several times when I knew I couldn't wait
at home for a delivery. I just drove by and got my package.

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?

I'm not seeing how this is poor treatment. She told you the truth. I
get that you don't like what the agent is telling you, but it's very
accurate.