Apparently, they can’t deliver on a Saturday…
Take a good look at the two images above. At the top you see an envelope that plainly says “Saturday Delivery.” Below that you see a tracking history that shows it being delivered on a MONDAY, which by my calculations, is two days later.
Also note the tracking history. This package on Saturday was within FOUR MILES of my house… but instead of getting delivered, it went to Everett on Saturday. Everett is THIRTY MILES SOUTH of here. Then, on Saturday night, when I called UPS’ Customer Service, they assured me that nobody was working and my envelope was sitting in a locked truck in Arlington, it in fact took a trip BACK TO SEATTLE a further SIXTY MILES AWAY.
On Sunday, when I called UPS again, pleading for some resolution, the useless “customer service” people lied to me again, saying that nothing could be done, nobody was working, etc… but look, it was scanned twice on Sunday. Go figure.
So UPS drove this damn envelope a full 120+ mile round trip over the weekend, to From Seattle, to Arlington, back to Seattle, then Seattle up to Arlington AGAIN, and finally delivered it to me. They claim it was at 9:41, but my clock said 10:15… I guess UPS lives in some sort of alternate reality.
Their utter incompetence has cost me not only stress, but two days that I could have used to perform some further daunting tasks.
Anyway, I’ve missed work this morning, primarily to deal with this…
A pile of paperwork… all in Spanish, a language I don’t speak… and my Spanish-speaking son is at school. So I’m sitting here with an English/Spanish Dictionary and Google’s language tools, filling out forms, making copies and scans with Sue’s office equipment and faxing bits here and there around the globe.
We have a bunch of errands to run today… a Dr. appointment for Chris, we need to buy him new shoes, he needs to finish packing, then dinner… then tomorrow, he leaves. Provided of course the world’s bureaucracies all provide their stamps of approval. Ugh.
Thankfully the MOST important stamp of approval is here:
As soon as I can get some time, I’m going to write a letter to a few executives at UPS, namely my peer VP in Operations, Jim Winestock, their COO David Abney, and their CEO Mike Eskew. Perhaps I can get a raft of people fired. I’ll make sure to share with all of you.
I’m sure there are others besides me who would love to hear if you get a reply to any letters you send. While I’m sure you will never hear about anybody getting canned, I’d be interested to know if you get an honest to goodness reply and apology or just a standard, “we’re sorry we didn’t deliver on our promises” form letter. Glad to see you at least got your package!
Have no fear, I’ll post the letter here, and I’ll send it to them via DHL, so I know they’ll get it on time. 😉
–chuck
If you have a UPS and/or FedEx sales rep that works with your account @ digital.forest, get to know that person. They’re an invaluable resource when you have problems with either shipper’s customer service. They can usually get results where just calling the toll-free numbers won’t–even on a weekend. Be absolutely sure to get *both* their cell numbers and email addresses. Our rep has saved our butts more than a few times at my workplace.
Give ’em hell, Chuck.
be very interested to see how it pans out Chuck… will you tell them about this web site before or after the letters? 🙂 … after would seem like way more fun but guess before will get action faster! – Jerome