We all receive packages shipped UPS. For most of us there are no issues: the package arrives pretty close to the scheduled delivery date. However, when the package does not arrive on time…
I had a fragile unframed watercolor shipped UPS from France on March 23rd. It finally arrived on April 26th. For several weeks the information posted on the UPS website was “Warehouse Scan”. I contacted UPS by email and telephone. The representatives parrot the tracking information posted on the UPS website: “Warehouse Scan”. They could not determine why the package was sitting in a warehouse nor did they have the tools to research the issue. I escalated the request and spoke to several supervisors – none of whom could provide a better status. I was promised by one supervisor that he would “personally investigate” the status of the package and return my call with an update. That did not happen.
The website also indicated that “Import Fees are Due”. The online payment system didn’t work so I called UPS and made payment with credit card. However the website alert was not updated. I was told by UPS that the alert would disappear when the package arrived in the USA. That did not happen either.
I called again and was advised that the brokerage unit would contact me within an hour to review the alert issue. That did not happen. When I called again and was connected to the brokerage unit the representative told me that the customer service unit always tells customers that brokerage unit will call them back within the hour, but that, in fact, the brokerage unit does not do this. (I miss the days of Continuous Process Improvement CPI!)
UPS has a basic template for package delivery but has no tools in place to handle the exceptions: those packages that fall through the cracks. The customer service representatives are courteous but there is no value added. If indeed the customer representatives can only repeat what is on the website then perhaps UPS should downsize the customer service staff and focus on reliable data and better website accuracy.
Today I asked the representative how to apply for a refund. The 3 day shipping has taken over a month and the interactions with UPS frustrating and unhelpful. I was told to contact the shipper and ask the shipper for a refund. Apparently UPS believes they have no responsibility for their role as a package delivery service. I asked to escalate the request and was told that a supervisor would return my call. Didn’t happen.
UPS does not understand the meaning of a customer service or process improvement model! The service representatives and management staff show no interest in either improving the customer service experience or product delivery information. When I asked to speak to a manager to file a complaint the representative said he noted my concern. I queried “So will a manager be contacting me?” He said no, he was only noting my concern… (whatever that means…)
It is unfortunate but, when a delivery is missed, I cannot say that I have had better service with FedEx or DHL either. I wish I could ship USPS from France. Despite the critics, I have always found their services to be more reliable.
MBE coordinated the shipping of this particular package with UPS. Due to our shared experience they recommend that future parcels ship DHL or FedEx to avoid similar scenarios.