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 Complete Failure Using UPS
Posted Thu December 11, 2008 12:00 pm, by Debra K. written to United Parcel Service
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I had a 50 inch plasma TV being delievered to my house by UPS. According to the UPS website, I was to "get guaranteed, date-scheduled, cost-effective delivery". I called UPS to check the delievery date of the TV, but no one was able to tell me when it would be. I was not going to be home the week the TV shipped and needed to reschedule the delivery for the following week. I was told by UPS representatives that I could not reschedule the delivery before at least one delivery attempt was made. This process makes no logical sense. Why not save both UPS's and the customer's time by allowing a delivery to be rescheduled in advance? It would save the time of locating, loading, and unloading, and going out of the way to the place of delivery. I was told by the UPS representatives that I had to watch the tracking while I was on vacation and look for something that said "destination scan", and then I could call in and have the delivery date rescheduled, but still not in advance. So three times a day on my vacation, I was checking the status of my delivery. Guess what? The tracking never said anything with "destination scan". I got back to my hotel one night and saw that they had tried to deliver the TV and I called to have the delivery scheduled on a specific date and was guaranteed it would be delivered on that date. I took a vacation day and sat home all day waiting for my TV to be delivered. I even called UPS the morning and evening of the scheduled delivery to make sure it was on its way. They assured me it was. I waited home all day. UPS never came. When I called UPS that night, I was told someone from the local office would call me by 10 am the next day so I could find out what was going on and when I needed to be there to sign for my TV. I also had to get a vacation day to be able to be there. This time came...and went. They never called. I called UPS again. The representative this time told me to give them another 1.5 hours to call me. Guess what...they never called me. So I call UPS, yet again, and asked to talk to a supervisor to try to figure out what was going on. They told me my package was lost and I had to wait to hear from the local office as to when they find it and would be deliverying it. I was to be called by the local office again. Of course, they never called.
Two days later, UPS comes to my door in the evening. My TV was here! I couldn't believe it. I also couldn't believe the guy who came to the door probably didn't even weigh 140 lbs, which is how much the TV weighed. But have no fear; he had a side-kick that was even smaller than him! As they were taking the TV off the truck, the smaller one looses his grip and my TV slams to the ground. They proceeded to try their best to bring the TV up the two flights of stairs to my condo, TV and their legs wobbling the whole way. The TV was being slammed against the stair railings as they were loosing their grip and trying not to fall. They finally get the TV up to my living room, and set down the TV. The box looked like it had been rolled down a mile long hill. Its corners were smashed in, holes were gouged in it, was taped up so many times, and was so filthy it was black. I asked the driver what was with the box, and he smiled and said, "it got a little banged up", closed my door and was gone. The box had so many hits that all the 4 inch styrofoam corners that protect the TV and keep it in place were smashed and no longer serving their purpose. The TV had been wobbling in the box back and forth for who knows how long. The screen was dented in and ripped into by the stand that was also in the box.
What in the world goes on in trasit with UPS packages? I understand that this was a large and heavy package, and I understand that UPS is extra busy this time of year, but there is absolutely no excuse for any of this. No one knew what was going on with my package from day one. When I called UPS to tell them of the condition of the TV, they swore the TV was still lost. They didn't even know it was delievered. I was told someone from the local office would call me within the hour to discuss what happened. No one called. Not a single guarantee stated on UPS's website was met. This wasn't just one thing, it was a string of unfortunate events.
I don't want a single thing. I will never do any business with United Parcel Service again. I suggest UPS tries a little harder to meet the "guaranteed, date-scheduled" service, and their other guarantees as the UPS website states. Not a single guarantee was met, or even attempted to be met for me. I'm still in shock that all of this has happened. Its amazing that these kinds of things can go on given the level of technology in the world. Maybe UPS could invest time and money into making better processes and improving customer service. Why was it so hard to find out when my package was going to be delivered? Why didn't the local office call me any of the times they were supposed to? I will not be using them to find out their progress with improving, though.
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by Debra K. Posted Fri December 12, 2008 @ 1:52 PM
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Thanks for the info and tips. Yes, I immediately called Sam's Club
and they have been extremely good about this. I am being fully
refunded. Sam's Club said that, with their current policies, I cannot
request a specific shipper if I chose to have a new TV sent and more
than likely it would be the same shipper. So I told them I will take
the refund. Sam's was able to set up for Fed Ex to come to pick up
the TV to take back, though. At this point, I just don't want
anything to do with UPS. Sam's now has to file a claim with UPS for
reimbursement of the costs. I've heard that UPS usually tries to worm
its way around claims, though.
UPS: I THINK THE RIGHT AND JUST THING WOULD BE FOR YOU TO REIMBURSE
SAM'S CLUB FOR ALL COSTS.
You might find this interesting... I'm not so much upset at the fact
that UPS obviously had an iron man throwing contest with my TV and
damaged it, I'm completely appalled at UPS's complete lack of
commitment to customer service. Four times I was told, guaranteed by
a certain time, that someone would call to tell me what was going on,
and they never did. Believe me, they have the right phone number; it
was verified each time. And one of their guarantees is for the
customer to know the date of the delivery according to their website.
I was told I was basically out of luck on that one by the reps.
That's not good enough. Some programmer somewhere can fix that
glitch. As for the commitment to customer service at the local place,
there is none.
And you can bet I'm writing Sam's to suggest them not using UPS. I
said this to the Sam's Club supervisor and she said she would pass it
on, but I'm in the mood for a letter. =)
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by PepperElf Posted Fri December 12, 2008 @ 1:49 PM
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that's really sucky!
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Wow. All of that just sucks. What a nightmare.
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It sounds like UPS dropped more than just the ball. I'd get my money
back from the manufacturer, or the credit card company if they won't
play ball, and buy a TV locally. It may cost more, but it cuts down on
hassles.
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Agreed!
by Debra K. Fri December 12, 2008 @ 2:54 PM
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by Just Brenda Posted Fri December 12, 2008 @ 9:29 AM
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Wow! Sounds like a failure to me! I haven't had the best luck with UPS
either.
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by What's all this receipt nonsense? Posted Thu December 11, 2008 @ 9:50 PM
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I use the online tracking function with the package ID from the
shipper, and it has never failed to predict the delivery date
accurately once the item has shipped. If an item takes 7 days to get
to me, I know 6 days ahead of time the exact day it will arrive. The
package ID number is obtained from the shipper via a confirmation
email, or by calling the shipper if they fail to provide it.
Once a pacakage has shipped, you can't have them redirect delivery.
That is just how UPS works, and regular customers work within the
system. I have had items shipped to my local UPS hub c/o my name, if
I can't be home. They hold it until I pick it up, which can be done
in the evening without taking time off from work. It was risky to
order this item when you knew you were going on vacation, and would be
unavailable to receive it.
As for the box condition, I have not had this happen since around 1987
when I had large speakers delivered. In that case, the manufacturer's
packaging was insufficient protection for the item, and after four
attempts I got undamaged product. I have had bad experiences with all
the major ground shippers when it comes to large, heavy boxes.
I don't know how much you have used UPS, but I have to say that this
could be easily avoided within the current system and technology.
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Yes
by Nate. Fri December 12, 2008 @ 9:35 AM
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