The Latest UPS sucks thread

[Eaglesfan27]

So, the new computer is scheduled to be delivered today and Mrs Eaglesfan and I are very excited. I make sure we wake up early and that she is downstairs to hear the delivery while I'm away at work. So, the packages containing the software we ordered arrive while I'm away at work at 9:30 AM, Dell used DHL express and these packages arrived perfectly with no problems.

However, UPS always has problems finding my place for some reason. I rarely use UPS as a result. Well, I get home from work around 12:40 PM and I see the UPS truck pulling away from the neighborhood I live in. I try to flag the truck down, but he rides right past me despite my getting out of the car and waving him down. I immediately call my wife and she informs me nothing has been delivered by UPS. So, I call the national UPS number at 12:50 PM as the local depot number appears to be a matter of national security that I can't find online or in our phone book. I make my complaint, and the national UPS person tells me that my local distribution center will be calling within the hour and they should be able to redeliver today.

I wait an hour and 10 minutes (I was actually about to dial the number to the national center) when the local office calls me. She asks for directions to my place, becomes flustered, and tells me the driver will be calling me in a few minutes. I ask her if my package will be delivered today, and she replies it shouldn't be a problem.

This is around 2:00 PM. I wait an hour. No call for the driver. I try calling back the number that my caller ID displays for the local depot. I let it ring 20 times. No answer. I call back a few minutes later and let it ring 30 times, no answer. Ridiculous. So, at 3:30 PM I call the national number and get a service representative who is very apologetic. I ask her, can you guarantee my package will be delivered today. She says something to the effect of no, but she will forward my concern to the local number and make sure that they call me back within the hour. It has now been 40 minutes and I'm still waiting for that call. I have a feeling that I'm not going to get the packages containing the computer today.

This will be the final straw for me with UPS while living at this location. I'm going to boycott them and insist that all of the companies I buy from use an alternate carrier if they don't get me the packages today as initially promised.

Edited to fix a horrendously worded first paragraph. Also to clarify, UPS stated that my address doesn't exist and that they needed to gather more information to deliver the package when I checked there tracking database at 12:50 PM.

[hhiipp]

I can't say that I blame the UPS guy for driving passed you as you flailed your arms in an attempt to get him to stop. People do this stuff all the time, a guy I know is a US Postal worker, he can be delivering mail on the complete opposite side of the town and people will stop and try to get their mail off him, and then get mad when he obviously doesn't have theirs since he's nowhere near their location.

[st.cronin]

Why does UPS have problems finding your place?

[Eaglesfan27]

I can't say that I blame the UPS guy for driving passed you as you flailed your arms in an attempt to get him to stop. People do this stuff all the time, a guy I know is a US Postal worker, he can be delivering mail on the complete opposite side of the town and people will stop and try to get their mail off him, and then get mad when he obviously doesn't have theirs since he's nowhere near their location.

I was less than a block from my place when I did this, and I know that UPS historically has trouble finding my place.

[Eaglesfan27]

Why does UPS have problems finding your place?
I live in a cottage on the grounds of a hospital. It is slightly tricky to find, but it is clearly marked outside our place and Fed-Ex, DHL, and the Post Office never seem to have problems finding it if I give them specific directions which I always do. Pizza delivery guys never have problems finding it with directions. I'm always mystified by UPS' inability to find it when I give specific directions. Furthermore, they always say my address doesn't exist.

I did just talk to a manager who says that my first call at 2:00 PM wasn't logged in and asked if I got the name of who I talked to.. I'm very embarassed to say that I didn't :o

Now he tells me I'm calling so late in the day, he will see if the driver can deliver it tonight, but it will likely be tomorrow. I remind him I already called at 12:50 PM, but he says there is no log of it. I tell him I don't appreciate this treatment and I'm going to file a complaint if the package isn't delivered today. He says I can do that, but his driver did nothing wrong. He attempted delivery. I find there definition of "attempting delivery" laughable as he never knocked on our door. He never asked for directions at the front desk of the hospital. He also said he will call me back later tonight to let me know if the driver is coming today or not. Overall, I'm rather frustrated at this entire process moreso than the fact that the computer hasn't arrived yet.

[DaddyTorgo]

is there a way that you could have your address, or specific information regarding it put into the UPS database. Because maybe I'm being too logical, but that would seem to solve the problem. Something along the lines of "cottage on the hospital grounds. take 2nd right and go across parking lot" or whatever it is. Cuz then your address would exist, and I would imagine that their database of addresses would be editable for exactly this reason. You might try taking that tack with them.

I've known a lot of local UPS guys in my time, and none of them seemed particularly malicious. I'm sure the guy would like to get you your package, he just can't seem to find it. And they do tend to rotate drivers on different routes, so it could very well not be the same guy, and even if it is, how much stuff do you order off UPS, I mean should he really be expected to have this one delivery site ring a bell in his mind?

Just playing the voice of reason, but I would be upset at the call center people yes, very upset at them. But I wouldn't be upset at the actual driver. Moreso because he could happen to *drop* your computer or something else he delivers also. Seriously though, try calling back and seeing if you can add custom fields to your address in their database. Explain that it's been a problem many times in the past. Ask to talk to a supervisor. Hell, drop the hospital's name in there, I'm sure they do a bunch of business with UPS.

[Eaglesfan27]

is there a way that you could have your address, or specific information regarding it put into the UPS database. Because maybe I'm being too logical, but that would seem to solve the problem. Something along the lines of "cottage on the hospital grounds. take 2nd right and go across parking lot" or whatever it is. Cuz then your address would exist, and I would imagine that their database of addresses would be editable for exactly this reason. You might try taking that tack with them.

I've known a lot of local UPS guys in my time, and none of them seemed particularly malicious. I'm sure the guy would like to get you your package, he just can't seem to find it. And they do tend to rotate drivers on different routes, so it could very well not be the same guy, and even if it is, how much stuff do you order off UPS, I mean should he really be expected to have this one delivery site ring a bell in his mind?

Just playing the voice of reason, but I would be upset at the call center people yes, very upset at them. But I wouldn't be upset at the actual driver. Moreso because he could happen to *drop* your computer or something else he delivers also. Seriously though, try calling back and seeing if you can add custom fields to your address in their database. Explain that it's been a problem many times in the past. Ask to talk to a supervisor. Hell, drop the hospital's name in there, I'm sure they do a bunch of business with UPS.

That is the part of this I didn't explain. I've done this before! I've also done this with Fed-Ex because of the potential problem. I've also done it with pizza companies, etc. Everyone else seems to pay attention to their database. My asking that this be added to the UPS database seems to have accomplished nothing.

That makes it all the more infuriating.

[Eaglesfan27]

Dola -

I never did this with DHL because I'd never used them for anything and they found our place just fine which was rather amazing too.

[DaddyTorgo]

well then pardon my french, but fuck UPS. if you've asked them to do this and they still can't find you then fuck'em. Don't give them your business, and don't patronize people who won't find alternative shipping arrangements once the situation has been explained to them. It might not be easy, but it will be satisfying.

[ISiddiqui]

I also find UPS to sometimes be totally infuriating. I live in an apartment complex and some of their drivers don't seem to understand that you can leave packages at the leasing office, and that is a better result than asking me to go to their distro center miles away which would close by the time I got there.

[Eaglesfan27]

well then pardon my french, but fuck UPS. if you've asked them to do this and they still can't find you then fuck'em. Don't give them your business, and don't patronize people who won't find alternative shipping arrangements once the situation has been explained to them. It might not be easy, but it will be satisfying.

That is my plan. If they don't deliver these packages tonight (which is looking less likely - the manager still hasn't called me back), I will boycott the company. I won't use it for my personal business or my professional business. If a company refuses to ship via an alternative carrier, I won't use them. I will also call the national number tomorrow and tell them why I am boycotting them.

[jeff061]

I hate UPS, if I need something I go Fedex. The only way I get something by UPS is if they fail to deliver it 3 times( since I am never at home), and I call up and ask them to leave it outside my door, usually I have to argue. The UPS center is to far away to make constant pickups.

Fedex on the other hand just drops it outside my door like I asked them, UPS refuses to do it. I sign the little card they leave, and they post it back on my door saying "Not applicable". They suck, UPS can die and go to hell.

[sabotai]

Hm. I never seem to have a problem with UPS. They usually get stuff to me a day before their website says I'll get it too. It's the USPS that I usually have problems with in my area. Not that they don't do anything bad, exactly, just that it takes them a lot longer to deliver a package. I've had a package take 2 days to get from Bridgewater (bout 60-75 miles away) to my house with UPSP, yet UPS seems to be able to get a package from anywhere in the US to me in that time. And that's usuaing their normal delivery too. Not 2-day mail or anything.

[scooter]

This is strange, I've never had anything but good service from UPS. My wife and I use them all the time and I think the only problem we had was a bed frame we ordered online came in a box that had been dropped, broken open and taped back up. The driver told me if it were him, he would refuse delivery and have the company send a new one. That's what we did and the second one was fine.

Now FedEx is another story altogether. We've had multiple problems with them - expecially their online tracking system. UPS is great - if it says online that the package is on the truck and will be delivered today, it's delivered today. FedEx seems to be just an estimate. We've had packages come three days later than it said (online) they would be delivered.

[Eaglesfan27]

The manager just called. He said he values my business and he is sorry for the "mix-up" today, and that he will have his driver come back to my place sometime in the next hour after he has finished all of his other deliveries. I'm glad to see that something I said might have gotten through.

[Moss84]

I usually lurk the board but I saw this topic and thought I would register and help you out Eaglesfan27.

I have worked for UPS for 20 years. The bottom line is we want to deliver your package. That is why we have "Service" in the name.

I am curious to know if the address to your cottage is similar to the hospital or different? I can't answer for the driver what his/her actions were for not finding the location but it looks like the times that you have given us for attempting to wave down the driver and the time that shows when you tracked the package that is when the driver recorded the package on the DIAD board as NSN. No Such Number.

We do not list local Center phone numbers in each city so all calls can be sent to one specific location to track and monitor them. When you call the 1-800-PICKUPS number, that information is then sent to your local area. That information (Concern) is kept there in the system. It was strange to read that the Center Manager didn't have that information. It is always there once we get the information form the 1-800 number.

What is happening now is the package is sitting on the brown delivery truck until the driver gets back to the Center (approximately 6PM your time). The driver will then give the package to a clerk to verify your package has a good address on it and they will call to confirm it with you can get directions so we can make another delivery attempt tomorrow.

One thing you could do in the future if this happens again is, ask the Center Manager if you the driver can make another delivery attempt today, meet the driver on there pick up route, or pick it up at the Center. I know, not great options, but you will have your computer.

I am not sure if your normal delivery driver is on vacation and some one else is covering his area and might not be familair with the area. As a driver once, you do not forget an address after you have delivered it once. Especially if it is out of the way.

We do make mistakes every day. We deliver 13 million packages a day in the US. Most drivers go out with 300 delivery packages and 120 delivery stops, have lunch, pick up 250 packages at 35 pick up stops, and then return to the building. A UPS driver will not spend 30 minutes looking for an address. They just don't have the time.

I work in a location now where we load 230 brown package cars each morning. We process over 60,000 delivery packages a day in four hours. Out of those 60,000 packages, at least 1,000-2,000 of them will have incomplete address information on them. We do every thing in our power every morning to make sure our customers get ther package.

If you have any more questions. Please feel free to ask.

We want to provide great service to our customers and our drivers work very hard to provide that servcie.

[Eaglesfan27]

I usually lurk the board but I saw this topic and thought I would register and help you out Eaglesfan27.

I have worked for UPS for 20 years. The bottom line is we want to deliver your package. That is why we have "Service" in the name.

I am curious to know if the address to your cottage is similar to the hospital or different? I can't answer for the driver what his/her actions were for not finding the location but it looks like the times that you have given us for attempting to wave down the driver and the time that shows when you tracked the package that is when the driver recorded the package on the DIAD board as NSN. No Such Number.

We do not list local Center phone numbers in each city so all calls can be sent to one specific location to track and monitor them. When you call the 1-800-PICKUPS number, that information is then sent to your local area. That information (Concern) is kept there in the system. It was strange to read that the Center Manager didn't have that information. It is always there once we get the information form the 1-800 number.

What is happening now is the package is sitting on the brown delivery truck until the driver gets back to the Center (approximately 6PM your time). The driver will then give the package to a clerk to verify your package has a good address on it and they will call to confirm it with you can get directions so we can make another delivery attempt tomorrow.

One thing you could do in the future if this happens again is, ask the Center Manager if you the driver can make another delivery attempt today, meet the driver on there pick up route, or pick it up at the Center. I know, not great options, but you will have your computer.

I am not sure if your normal delivery driver is on vacation and some one else is covering his area and might not be familair with the area. As a driver once, you do not forget an address after you have delivered it once. Especially if it is out of the way.

We do make mistakes every day. We deliver 13 million packages a day in the US. Most drivers go out with 300 delivery packages and 120 delivery stops, have lunch, pick up 250 packages at 35 pick up stops, and then return to the building. A UPS driver will not spend 30 minutes looking for an address. They just don't have the time.

I work in a location now where we load 230 brown package cars each morning. We process over 60,000 delivery packages a day in four hours. Out of those 60,000 packages, at least 1,000-2,000 of them will have incomplete address information on them. We do every thing in our power every morning to make sure our customers get ther package.

If you have any more questions. Please feel free to ask.

We want to provide great service to our customers and our drivers work very hard to provide that servcie.
My cottage is located on the hospital grounds within a giant brick wall that surrounds the place. As a result, my address is the same as the hospital except my cottage number is included with my address. There are only about 10 buildings on the grounds, so there aren't too many for the driver to look at. If he had trouble finding it, he could have asked the front desk. It would have taken less than 5 minutes.


You are correct that right before I waved him down is when he put it at as a No Such Number.

With the national tracking information, I do find the manager's comment that there was no log of my initial call very peculiar.

Thank you for trying to help me, I appreciate it. I'll be satisifed if the driver shows up this evening as his manager has promised me he would (and as the earlier assistant I talked to promised as well.)

[Eaglesfan27]

Dola -

As far as going to the center, it is in a bad part of New Orleans, and I do not think I should have to go 10 plus miles, after dark, to a bad part of town because of a driver being unable to find my place.


Like I said, I really do appreciate your taking the time to respond. I really wish the manager I talked to was initially as considerate as you have been.

[Eaglesfan27]

The driver seemed like a nice guy and said that this isn't his usual route. He delivered both boxes, so I'm now placated.

[Moss84]

Good to hear there is a happy ending. The questions is, do we get to keep your business? ;)

[Eaglesfan27]

Good to hear there is a happy ending. The questions is, do we get to keep your business? ;)
Yes.... for now ;)

[robbgmaier]

I live in a cottage on the grounds of a hospital. It is slightly tricky to find, but it is clearly marked outside our place and Fed-Ex, DHL, and the Post Office never seem to have problems finding it if I give them specific directions which I always do. Pizza delivery guys never have problems finding it with directions. I'm always mystified by UPS' inability to find it when I give specific directions. Furthermore, they always say my address doesn't exist.

I did just talk to a manager who says that my first call at 2:00 PM wasn't logged in and asked if I got the name of who I talked to.. I'm very embarassed to say that I didn't :o

Now he tells me I'm calling so late in the day, he will see if the driver can deliver it tonight, but it will likely be tomorrow. I remind him I already called at 12:50 PM, but he says there is no log of it. I tell him I don't appreciate this treatment and I'm going to file a complaint if the package isn't delivered today. He says I can do that, but his driver did nothing wrong. He attempted delivery. I find there definition of "attempting delivery" laughable as he never knocked on our door. He never asked for directions at the front desk of the hospital. He also said he will call me back later tonight to let me know if the driver is coming today or not. Overall, I'm rather frustrated at this entire process moreso than the fact that the computer hasn't arrived yet.

WHO CARES JUST TELL US IF YOU BOUGHT ADU YET :)

[Eaglesfan27]

WHO CARES JUST TELL US IF YOU BOUGHT ADU YET :)
No, Chelsea is being unreasonable ;)

[MizzouRah]

Everyone loves a happy ending. :)


Todd

[Eaglesfan27]

EF, I think I've shared my horror stories about you before so I'll spare the details (summary: over 80 man-hours spent on the phone with their Customer No-Service Depts in less than a year, struggling to correct routine errors with their billing).

I think Moss84 actually illustrates something that I found to be true during that experience -- they actually do have some people who try to do their jobs, they just have far too few of them that aren't driving a truck. Without fail really, their drivers are as good or better than anybody else's in the industry, but they have developed a knack for promoting people 1-2 levels beyond their ability on the office side of the company. If they routinely hold a telephone instead of a steering wheel, nearly all hope is lost IMO, odds are they couldn't find their ass with both hands, a bloodhound, 2 GPS locaters and a Rand McNally atlas.

Something I did learn from that ordeal tho -- if you can strike a rapport with one of your drivers & get him/her to understand the hell you've been through, odds are they'll be able to give you some helpful hints on how to work a system that has them as much or more frustrated than you. In my case, it was a phone number to an actual area office instead of the worthless national numbers, that put me onto someone who knew I could find my way to his office door if neccessary & that led to things finally being settled to my satisfaction. Amazing what having someone who actually knows that getting it right really matters can do.
I remember your horror story threads which contributed to the title of this one.

In regards to the previous post, Todd, I agree. I know that at least I'm happy with this ending even though I think I wasted about 2 hours on the phone.

[JonInMiddleGA]

EF, I think I've shared my horror stories about you before so I'll spare the details (summary: over 80 man-hours spent on the phone with their Customer No-Service Depts in less than a year, struggling to correct routine errors with their billing).

I think Moss84 actually illustrates something that I found to be true during that experience -- they actually do have some people who try to do their jobs, they just have far too few of them that aren't driving a truck. Without fail really, their drivers are as good or better than anybody else's in the industry, but they have developed a knack for promoting people 1-2 levels beyond their ability on the office side of the company. If they routinely hold a telephone instead of a steering wheel, nearly all hope is lost IMO, odds are they couldn't find their ass with both hands, a bloodhound, 2 GPS locaters and a Rand McNally atlas.

Something I did learn from that ordeal tho -- if you can strike a rapport with one of your drivers & get him/her to understand the hell you've been through, odds are they'll be able to give you some helpful hints on how to work a system that has them as much or more frustrated than you. In my case, it was a phone number to an actual area office instead of the worthless national numbers, that put me onto someone who knew I could find my way to his office door if neccessary & that led to things finally being settled to my satisfaction. Amazing what having someone who actually knows that getting it right really matters can do.

[Rizon]

Never had a problem with UPS, only FedEx. Plus the UPS drivers are all cool doods you can shoot the shit with. Plus they score hella bitches so don't hate.

[Huckleberry]

I have worked for UPS for 20 years. The bottom line is we want to deliver your package. That is why we have "Service" in the name.
Ha. Good one.

By the way, as Jon's story suggests, not having local numbers available to be called is bad policy. Will just serve to piss people off.

[Eaglesfan27]

Ha. Good one.

By the way, as Jon's story suggests, not having local numbers available to be called is bad policy. Will just serve to piss people off.
Not being able to get a local number was the thing that upset me the most. Particularly when I called back the number on my caller ID and no one answered. At the end of this, I called the local manager back since he asked me to do so. He gave me his number and told me to call him if I ever have a problem with a delivery. That was cool. Now, I'm typing this on the new computer which is set up :)

I LOVE the new monitor and computer. Now, I just need to work on transferring important files from the old computer.

[Eaglesfan27]

good luck with that. Month later and I'm still too lazy to do that!
I'm highly motivated because we are going to give the old computer to my sister-in-law as an early graduation gift. Therefore, I have to have it all done by the end of the weekend ;)

[DaddyTorgo]

I LOVE the new monitor and computer. Now, I just need to work on transferring important files from the old computer.
good luck with that. Month later and I'm still too lazy to do that!

[JonInMiddleGA]

FTR, USPS has gone to centralized phone numbers for many, if not all, locations as well.
Check your phone books, see if you can find an actual office number for your nearest post office.

[st.cronin]

My significant other agrees that UPS sucks.

[MizzouRah]

Thankfully, I know the UPS people so well, I have the number at all of the locations around me. :)


Todd

[Galaxy]

No, Chelsea is being unreasonable ;)

They just paid E41.5 million to Real Madrid for Ronaldo. They seem to have a pearch for the big-name stars. :)

Congrats on the new computer. Thankfully, FedEx shipped mine from China with no problems (and faster then the expected).

[dubb93]

FTR, USPS has gone to centralized phone numbers for many, if not all, locations as well.
Check your phone books, see if you can find an actual office number for your nearest post office.

Not sure about anyone else, but our local post office is listed in the phone book.

[Ksyrup]

So what are your thoughts on Dale Jarrett?


My father-in-law worked for UPS for 25 years and just retired a couple of years ago. They were really, really bad to him. I'm not a union supporter, but I'm glad he was in a union. Basically, he hurt his back about 5 years before he could retire with full benefits, and they spent all 5 years trying to screw him so he'd quit. Everytime he was ready to return, they kept giving him heavy duty, which would aggravate the condition, instead of starting him out on light duty. He had to constantly get his union rep involved to deal with them.

I'm sure that's not just a UPS thing, though.

[Rizon]

Not sure about anyone else, but our local post office is listed in the phone book.

From about 1997-2000 I had to deal with one of the local post offices about our bulk mail account (for work). I had to call the centralized number to reach the local post office. I'd get transferred about 3 times each call to finally reach the department I needed. Each transfer, they told me I had to call the centralized number, and they either refused to give me the local number or denied they could be called directly. The phone book had the centralized number and not a local number. It was a real bitch to get ahold of these people too. And this wasn't Mayberry, it was a city with two post-offices.

[JonInMiddleGA]

Each transfer, they told me I had to call the centralized number, and they either refused to give me the local number or denied they could be called directly. The phone book had the centralized number and not a local number.

From how it was explained to me, that's the way it's supposed to work pretty much everywhere now, big city/little town/wherever.

[Moss84]

The main reason we have one central phone number was to cut costs. At one time, each District (state or states based on pick up volume) had one number to call to for concerns. About ten years ago we started "right sizing" and came up with one phone number which was out sourced with non-UPS people. Don't remind me of the problems back then when people would call in and have to talk to non ups people on the phone. Ugly.

It does depend on the people you talk to and how helpful they will be. It even happens internally too. There are certain Districts I hate contacting for things becasue they just don't have the "bleed brown" mentality. The District I work in is ranked 2nd in the country on most data integrity goals which include most of our service elements.

Regarding the union comments. They can be good and bad but the bottom line is how you do you treat your people that work for you. Every now and then you do hear stories about how employees were treated unfairly but that is not the norm. There are two sides to every story. There are good labor climates and bad labor climates. The bad ones were created by not treating your employees fairly.

The UPS driver is the hardest working person in the industry. Think about it, how many of them are over weight. The customers love our drivers. They work hard, get paid good, and keep our reputation intact.