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Dec. 13th, 2005
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gasslight
A Tale of 2 Packages
Dec. 13th, 2005 05:43 pmOnce upon a time, way back on December 2, Toni had a package (#1) start on its merry way from somewhere in California. Three days later, I had a package of my own (#2) start a similar journey from somewhere in the same state. Both of the packages were sent by a large, established carrier that operates a huge fleet of brown trucks. #2 was mistakenly addressed to our PO Box, where they can't deliver, as, when I placed the order, I didn't find any indication the shipper used UPS, nor did the shipper's site give any warning when I tried to submit the order (the PO Box is the correct billing address).
Last week (I think it was Wednesday), Toni noticed package #1 was listed on the tracking web site with an exception (Out of Service Area). Interesting, especially considering we've been living here for over 10 years and have gotten quite a number of deliveries from UPS. Our ZIP Code changed back in July, so I called customer service presuming that was the issue. Problem was, after they corrected it, the next day was our 8 inch snowstorm that began during the evening rush. Add the holiday volume onto that, and you get a driver who is out fairly late and has to abandon the rest of the day's deliveries thanks to the snow. The package is rescheduled for Friday, we presume based on the tracking web site update.
No sign of it on Friday, but the streets were still being cleared from the snow. Monday? Nope. Last night, package #1 was Missed at the Distribution Facility (translation: left behind by the driver and/or or his truck loaders).
Now consider package #2. It's been winging its way to the area with an incorrect destination address. I didn't call UPS earlier about it, because, when they've had packages addressed to our PO Box before, they've called us and gotten the correct street address. I decided, checking its tracking number, to call them this morning and give them the address. Trying to be proactive, you see.
So much for that effort. When I called this morning, the tracking site still showed Attempting to Obtain Correct Address, but the agent in customer service could not take our home address because they had already found an address and the system doesn't allow corrections for the level of service used by the shipper. Fine, if the address they found hadn't been my former employer's address (where I haven't worked in over two years but did a lot of business-related shipping). I could contact a former coworker there, but there's a problem with that, too: the company who acquired my former employer is closing down the office as of next week, and no one is there I know anymore. The UPS customer service agent offered the alternative that I could go to the local UPS facility to pick up the package tomorrow, and would receive a confirmation phone call from the local facility within the next hour to confirm that.
Over an hour passes. Toni comes home and takes me to lunch. I call back over 2 1/2 hours after my first call and get another customer service agent. I ask her for an update on both package #1 and #2. She says #2 should be on the truck and will go back to the local facility at the end of the day. She says I should be able to pick it up tomorrow from there, but can't confirm for certain, sends another notification to the local facility and promises another callback from them, in another hour. As for package #1, she can't confirm anything other than it should be on the truck for delivery today. I request that, if it isn't delivered today, that it be left at the local facility and I'll pick up both packages tomorrow. She send that info to the local site. I wait again for a callback.
2 1/2 hours pass again. I decide to call back and ask for a manager immediately. The supervisor who takes my call contacts the local facility while I'm on the line, gives them our correct home address, and confirms that package #2 should be delivered here tomorrow. I don't ask about package #1, as I know she won't be able to tell me anything new.
It's now almost 6pm. Package #1 is still not here. We'll see if it shows up today and if #2 shows up tomorrow. Regardless, I know what shipping company I am not inclined to use again at present.
Last week (I think it was Wednesday), Toni noticed package #1 was listed on the tracking web site with an exception (Out of Service Area). Interesting, especially considering we've been living here for over 10 years and have gotten quite a number of deliveries from UPS. Our ZIP Code changed back in July, so I called customer service presuming that was the issue. Problem was, after they corrected it, the next day was our 8 inch snowstorm that began during the evening rush. Add the holiday volume onto that, and you get a driver who is out fairly late and has to abandon the rest of the day's deliveries thanks to the snow. The package is rescheduled for Friday, we presume based on the tracking web site update.
No sign of it on Friday, but the streets were still being cleared from the snow. Monday? Nope. Last night, package #1 was Missed at the Distribution Facility (translation: left behind by the driver and/or or his truck loaders).
Now consider package #2. It's been winging its way to the area with an incorrect destination address. I didn't call UPS earlier about it, because, when they've had packages addressed to our PO Box before, they've called us and gotten the correct street address. I decided, checking its tracking number, to call them this morning and give them the address. Trying to be proactive, you see.
So much for that effort. When I called this morning, the tracking site still showed Attempting to Obtain Correct Address, but the agent in customer service could not take our home address because they had already found an address and the system doesn't allow corrections for the level of service used by the shipper. Fine, if the address they found hadn't been my former employer's address (where I haven't worked in over two years but did a lot of business-related shipping). I could contact a former coworker there, but there's a problem with that, too: the company who acquired my former employer is closing down the office as of next week, and no one is there I know anymore. The UPS customer service agent offered the alternative that I could go to the local UPS facility to pick up the package tomorrow, and would receive a confirmation phone call from the local facility within the next hour to confirm that.
Over an hour passes. Toni comes home and takes me to lunch. I call back over 2 1/2 hours after my first call and get another customer service agent. I ask her for an update on both package #1 and #2. She says #2 should be on the truck and will go back to the local facility at the end of the day. She says I should be able to pick it up tomorrow from there, but can't confirm for certain, sends another notification to the local facility and promises another callback from them, in another hour. As for package #1, she can't confirm anything other than it should be on the truck for delivery today. I request that, if it isn't delivered today, that it be left at the local facility and I'll pick up both packages tomorrow. She send that info to the local site. I wait again for a callback.
2 1/2 hours pass again. I decide to call back and ask for a manager immediately. The supervisor who takes my call contacts the local facility while I'm on the line, gives them our correct home address, and confirms that package #2 should be delivered here tomorrow. I don't ask about package #1, as I know she won't be able to tell me anything new.
It's now almost 6pm. Package #1 is still not here. We'll see if it shows up today and if #2 shows up tomorrow. Regardless, I know what shipping company I am not inclined to use again at present.
2 Packages, The Sequel
Dec. 13th, 2005 08:22 pmFor fsck's sake. What part of "I'll pick it up tomorrow if it doesn't get delivered today" don't they understand?
Toni checked the UPS tracking website on her package again, since it still wasn't here, and it had been updated at ~12:45pm (why wasn't that visible before now) that it would be picked up by the customer at the local facility.
I will go pick it up tomorrow. And give them a piece of my mind. And I am NEVER using UPS again to ship my own packages if I can help it.
Toni checked the UPS tracking website on her package again, since it still wasn't here, and it had been updated at ~12:45pm (why wasn't that visible before now) that it would be picked up by the customer at the local facility.
I will go pick it up tomorrow. And give them a piece of my mind. And I am NEVER using UPS again to ship my own packages if I can help it.