Why UPS has gone down the tubes.

I spent over an hour in waiting for a rep and between scripted answers.

UPS feel free to take this as a service example of how to not do things when a customer is trying to make it right for you.

This is a straight copy of the conversation (other than the tracking #):

Screenshot from 2013-12-12 20:01:39


Status: Connected
 Chris P. (Listening)
Initial Question: Can this package be routed to a new location, since it was out for delivery today and got CHANGED to tomorrow?
 Chris P.: Hi, this is Chris P.. I’ll be happy to assist you.
 Chris P.: I’m sorry to hear that you haven’t received your package yet. Just a moment while I review your tracking information.
 stacy: ok
 stacy: XXXXXXXXXXX169
 stacy: It was to be delivered today
 stacy:  it was out for delivery this morning
 Chris P.: Is it going to a residential address?
 stacy: yes.
 stacy:  I was wondering if I could get it sent to my office building since it was delayed
 stacy: and could you tell me the reason why it was not delivered
 stacy:  I didnt get any kind of slip or attempt to deliver
 Chris P.: Unfortunately, the package was left at the UPS facility. Although severe winter conditions in many areas have cleared, the past weather and heavy volume have resulted in a temporary backlog of packages in some areas. We are able to identify the areas with a backlog and send additional employees to help clear it up. This is why it’s rescheduled for delivery tomorrow.
 stacy: Looks like it was left in a UPS facility….
 Chris P.: Once the driver makes a delivery attem
pt we can process a delivery change for you. Or, if you want to expedite the process, you can register online for UPS My Choice and make the request approximately 90 minutes after completing the registration process. Please note that on occasion shippers will restrict this option.
 stacy: can you now tell it to go to a different address?
 stacy: thats unreasonable
 stacy:  given it was a filure in the delivery service, the streets have been drivable all week
 stacy: you missed one real day of deliveries as you do not deliver on sat
 Chris P.: I understand your point. UPS will have to follow the address given by the shipper. We need to make at least 1 delivery attempt before you can request for a delivery change using the infonotice that will be left by the driver. If you want to change it prior to the delivery date, you may do it online through UPS My Choice.
 stacy: Lets point this out a bit… the location
of the package was less than 5 miles to my house
 stacy: the place it originated was less than 5 miles
 stacy: What is the policy if you fail to deliver tomorrow?
 stacy: Are you giving away UPS my choice vouchers for the delay?
 Chris P.: Packages receive one delivery attempt per day on three consecutive business days. Depending on the restrictions of your shipper, you can change the delivery using your infonotice.
 stacy: I know that your prices did not change
 stacy: So, you are saying that today was a burner against my 3 attempts… though it had no issue with me?
 stacy: In all honesty a 1 working day del
ay should not have caused UPS to shut down.
 stacy: Is there a way that I can pick it up at the facility?
 stacy: Proof of identity with my address and name as it appears on the package?
 stacy: I have a very distinct feeling that I am one of many people that you are currently attending to
 stacy: Are you still there?
 Chris P.: I’m sorry if you feel that way.   The package can be held for pickup starting tomorrow until 12/19/13 at:

10155 MONROE
DALLAS, TX 75229-5706
 stacy: Can I pick uup tonight?
 stacy:  What time is it open until
 stacy:  I am literally down the street from teh facility tonight
 stacy: I could walk there stacy: Any answer on office hours?
 Chris P.: It is not yet at the position that it’s available for pickup tonight. We can arrange it for pickup starting tomorrow for 5 business days.
 stacy: seriously?
 stacy: Its an Xmas present for someone
 stacy:  and they are leaving tomorrow
 stacy: Is it truely unavailable?
 stacy: Though its at the facility…
 stacy:  apparently it cannot be picked up… so the tracking isn’t accurate?
 stacy: wow, gotta say that this is pretty low on the customer service end
 Chris P.: It is not accessible at the moment. They will have to sort it at the facility tonight to make it available for pickup tomorrow.
 stacy: the lack of answers and delays between things is very … well… telling
 stacy: Can you arange for early delivery tomorrow
 stacy:  ?
 stacy: Its a Office gift
 stacy: Is that a possibility
 stacy:  send it with the other overnight deliveries?
 stacy: I need to have it for the gift xchange
 Chris P.: Residential delivery times vary based on the driver’s route and how many packages must be delivered. We can arrange it for pickup so you can pick it up as early as 8 AM tomorrow.

 stacy: That facility is only near a place I am tonight
 stacy:  not where I work
 stacy: Hmmm… you say that, but every time that I do overnight to a residential address… it gets there early morning. Esp. if marked for early morning delivery
 stacy: I am asking for it to be marked for early morning delivery
 Chris P.: We offer time-definite express services, but the shipper of your package selected UPS Ground.   This service does not have a time commitment.  We attempt delivery when we are in your neighborhood. We’re unable to change the service type at this point.
 Chris P.: I wish I could have helped you furthe

r. These are the options available on my end. I also suggest that you contact AMAZON so they can check alternate options for you.
 stacy: Regardless of everything here… you are going to do exactly as you said in teh beginning, less I had you $50 for a fudge-up done by UPS
 stacy: Am I understanding this clearly
 stacy:  that apparently i can request a package be held, but not change the address
 stacy: that ludicous
 Chris P.: Customer service is not yet able to change the delivery address since we haven’t attempted to deliver your package yet. Also, please note that address change will also cause a delay in the shipment of at least 1 business day.
 stacy: then what dept. can and what do I do to work with them
 stacy: it was not amazon, it was woot using ama
zon fulfillment services
 Chris P.: UPS is unable to change the delivery address prior to a delivery attempt. This is what the shipper paid for. We have to follow their request before you can change the delivery of a package. The delivery change that is allowed at this point is to hold it for pickup at the local UPS facility.
 stacy: funny… all of my fedex stuff arrived today
 stacy: ordered on the same day… shipped by a retailer 10 miles away on the same day as this was
 Chris P.: Unfortunately, I don’t 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.
 stacy: honestly chris, I know that the lack of organization in your organization is not your fault
 stacy:  but the truth of the matter here is that you are not giving any solutions, unless i pay you more
 stacy:  for a mistake posted to a customer
 stacy: good day
So there you go UPS. Way to screw up a HOLIDAY!

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