A (not so) brief UPS rant....

[Effayy]

Hi guys,

I'll just preface this by saying that I'm usually an extremely easy-going guy.  I generally let things slide, and just roll with things as they occur.  Today, however, I found myself extremely aggrivated by what happened, so I almost consider it my duty to let you all know about my bad experience.  This will not only be theraputic to me, but will also serve to let you know how UPS treated a customer today.

I had a router bit that was due to arrive to my door today.  My wife took the day off work for other reasons, but since we had a minor accident with our car last night, I decided to take the time off as well to get some repair quotes around town.  This meant that I also had the luxury to be at the house for the delivery.  Sure enough, later on in the day I saw the UPS truck arrive.  I saw the guy scramble around in the back a bit, then I saw him get back in the seat and drive off again.

I was a bit confused, so I checked the online package tracker thing that they have.  It read:

 07/10/2006      6:01 A.M.      OUT FOR DELIVERY  (This is good!)
 07/10/2006      12:01 P.M.     THE RECEIVER REQUESTED A HOLD FOR A FUTURE DELIVERY DATE. UPS WILL ATTEMPT DELIVERY ON DATE REQUESTED;DELIVERY RESCHEDULED (This is NOT good)

now seeing as I never called them and rescheduled for another date, I called the shipping office and explained the situation.  The woman was very helpful and explained to me that I will be receiving a call from an ottawa UPS representative within the hour...  That cheered me up a a bit...

...until I talked with the Ottawa rep.  She explained to me that the reason why he just drove off was because they forgot to put my package ON the truck in the morning.  Based on that nugget of information, I thing they should have changed the tracking status from "THE RECEIVER SCHEDULED A HOLD....." to "OOPS. WE  UP."

"No Problem" I said... Just grab the package and I'll see him back here soon, then?

She says no, that it's not that easy since the package would now be stored in a huge bin with "like, about 3000 other packages. Tee Hee" (I kid you not).

I explain to her that it was arranged for someone to be home today for that package (my wife and I both work) and neither of us would be around the next day when it arrived. I even left a bit of silence on the line, waiting for some sort of apology from her..... Nope, none... Just stunned silence while I assume she was trying to process the gravity of the situation.  So after a silent moment or two, I ask if I could just have the address changed to my work address, may as well have it shipped there instead while I'm at it. 

No, she says, because apparently due to the overwhelming volume of paperwork required to change one silly address within the same city, it would take 2 days for that change to process, and she assured me that she wanted to see me receive my package within the week.  Wow, thanks for lookin' out for me, sweetheart. 

Well then, how about I just have the delivery guy leave my package in the garage (or mailbox) for me?  That would be the best option of them all.  It's a router bit, the box would be tiny!  Oh no, she says, that won't work since I ordered the part from the USA (I'm in Canada) and I would have a fee to pay when I get my package, so I have to be there to sign in person for that.

At this point I just say "Ok, so how about explaining to me what my options ARE at this point".... She replies that she'll leave a note for the early morning person and "HOPEFULLY if the morning person gets the message, she can leave my package aside tomorrow so I can pick it up after work myself".....

So at this point, as far as UPS goes, I have inconvenienced myself to take time off work so I would be there when a package arrives, to which it didn't.  then after trying to compromise, I'm left with only one option, basically, which is to pick up my item at their pickup location, inconveniencing myself even more... Oh, and this is apparently *IF* the morning person happens to read a post-it note telling her to set my package aside before it goes on the truck.  Otherwise I may end up waiting even longer.

Now my wife has had trouble with UPS in the past, and she always warned me against using them.  Usually I try not to, but in some cases its just unavoidable.  Especially when dealing with companies in the US shipping to Canada.  I have to agree with her now... This will be the 4th package I've received from the US (via UPS) within the past few years, and EVERY one of them has been messed up in some shape or form.  I've pretty much had enough, hence my rant to all of you.

I'm hoping that I'll be able to have my shipping costs waived for all of this inconvenience.  When I (hopefully) go pick up my item tomorrow, I'll try to get that to happen, but to be honest I'm not overly optomistic about it.

If anone else has any similar experiences, let's just form a support group. 

- FA

[leapinlew]

I gaurantee you would've got your package if it was something you didn't want so much. Next time order something less fun... towels perhaps. Towels never get lost or are late.

Seriously - thats a bummer. It sounds like your building a cabinet. How would I know that? Cause thats when do-do starts. We need a forum called Trials and Tribulations where people can list all the "tests of resolve" of this hobby. Things from frying a mobo trying to hookup a keyboard hack to burning out all their LED's.

[Quarters]

If you don't like UPS now, wait 'till you see the broker fees they will charge you. Never use UPS to Canada. You would be better off driving to the States to pick it up.

[Xiaou2]

 
 UPS sucks.

 They lost my first   37"  LCD monitor! 
 How the hell can you lose a package thats like 5' long by 4' ft tall?!!!

 They never called me.  I tried to call them,  they tell me to call the shipper.

 The shipper gets a claim started.   

 UPS says they found it (to the shipper), and  its on the way. 

 Shipper calls me back and says UPS made a mistake and its the  wrong one!

 I get another TV shipped.

 Durring that time..  a guy from UPS  calls me to ASK ME if  I lost a TV!!!  And if
I had gotten it yet!!!    Ohh man, I let that guy have it!!!!!@#%#^^!%@%#!!!

 Finally, almost a month and change later from origianl order date..
I finally get the 2nd tv. 

 UPS sucks.


 
 

[cdbrown]

alot of big serviec companies just feed the customer a load of ---That which is odiferous and causeth plants to grow--- to make their life easier.  They couldn't really care when you got the package, on their system it shows they tried and you wanted it later, so any internal checks on performance will come up with a glowing review.  It's complete rubbish.  Make sure to send a fax and letter to the complaints department outlining the time you lost from work (hence lost income), details of the driver arriving then departing.  The rubbish you were told over the phone.  They will respond to it - if they don't send it again.

[lloydcom]

Those guys in Brown do more work in one hour then you do in a week.

This board is for those who help others.  How many UPS employees are arcade builders and enjoy this board?

All this because you were upset about your fender bender.

Grow up.

[Effayy]

Those guys in Brown do more work in one hour then you do in a week.

This board is for those who help others.  How many UPS employees are arcade builders and enjoy this board?

All this because you were upset about your fender bender.

Grow up.

Well then, if this board was for those who help others, why don't you follow that advice and post some constructive advice instead of just trolling the thread?

- FA

[BobA]

UPS from the USA to Canada is the pits.  Have had to pay their brokerage charges on a few items and  they are outrageous.  I prefer US Postal Service over the high flying UPS guys. I avoid UPS whenever possible.

 

[Effayy]

If you don't like UPS now, wait 'till you see the broker fees they will charge you. Never use UPS to Canada. You would be better off driving to the States to pick it up.

Yeah, I knew that it would be quite the price ding to go that route.  The truth is though, that from the 3 Canadian suppliers I saw, the price from them was close to $70 shipped.  I figured that even with the extra fees from the US, I was still going to save money.  Our dollar's come a long way.

PS. Long time! How're ya doing?

- FA

[missioncontrol]

Those guys in Brown do more work in one hour then you do in a week.

This board is for those who help others.  How many UPS employees are arcade builders and enjoy this board?

All this because you were upset about your fender bender.

Grow up.

this forum is also a way to voice a rant you have and people with similar stories can make you feel better... most of us have simmilar interest and that's why we are here....

obviously you are just here to troll perhaps you should take your own advice.... I quoted it in bold so you can find it...

[CheffoJeffo]

Those guys in Brown do more work in one hour then you do in a week.

This board is for those who help others.  How many UPS employees are arcade builders and enjoy this board?

All this because you were upset about your fender bender.

Grow up.

Haven't been reading the board long, have you ?

There are lots of rants like this some UPS, some USPS, some DHL. And there are reasons for them.

Cheers.

[jhanson]

I am in the US, and I have never once had a UPS delivery go smoothly.  At least around here, they are inconsistent in their delivery times, so it is impossible to predict when they will arrive.  Just a month back, they showed up at 5:30, which wasn't so bad, but I tend to get home at 5:45, so I just missed them.  The next day, I planned for them to show up around 5:30, so I got out of work early and was home by 5:00 to meet them - only to find out that they showed up at 2:30 that day.  Best of all, their office is about an hour away from where I live (which is not rural by any means), and it closes at 6:00, so by the time I got home and realized that they had already been there, it was too late to go pick up the package. 

I generally avoid all of this by using FedEx, DHL, or USPS, all of which have offices that are within 5 minutes of me, are reasonably predictable in their delivery times, and have shown some flexibility when situations dictate it.  I shun vendors that ship exclusively via UPS, unless they are the ONLY ones that have what I need, so I thankfully only end up with the UPS hassle once or twice a year.

[missioncontrol]

The UPS and Fed-Ex people will just leave in in one of the vehicles with a note on the door.... if both cars are gone they'll leave it in the shed.......

[markrvp]

I agree with the OP - UPS is teh suxxors.

[menace]

yup not one positive experience with UPS--NOT-A-SINGLE-ONE.  see above for shananigans they have pulled on me.

[JackTucky]

My UPS guy not only delivers packages, he is also named Dr. Feelgood.  He brings other stuff too.

The USPS guy waves to me.

I like both.

-J

[lloydcom]

I used to work for UPS and I am a arcade enthusiast, so does that make me a troll? We are all allowed to have a point of view.   How many people read this board and are UPS employees.

I used to get the grief all day.  It was a loveless job, but we managed to get the 99% of the packages shipped.

Attacking me like that and calling me a troll is very rude.  Shame on you.

When I worked for UPS we did the best we could do for the customer.  UPS ships millions of packages a day.

I was insulted with the above poster, for his small router bit, because he could not have patience and wait for the delivery.  Everyone makes mistakes.

So if my point of view makes me a troll.  So be it. 

I'll mention this to the moderator, and see what the opinion is of the matter.

[CheffoJeffo]

Attacking me like that and calling me a troll is very rude.  Shame on you.

You come into someone's thread and call him lazy and childish and then say shame on ME for being rude ?

 

Cheers.

[versapak]

I used to work for UPS and I am a arcade enthusiast, so does that make me a troll? We are all allowed to have a point of view.   How many people read this board and are UPS employees.

I used to get the grief all day.  It was a loveless job, but we managed to get the 99% of the packages shipped.

Attacking me like that and calling me a troll is very rude.  Shame on you.

When I worked for UPS we did the best we could do for the customer.  UPS ships millions of packages a day.

I was insulted with the above poster, for his small router bit, because he could not have patience and wait for the delivery.  Everyone makes mistakes.

So if my point of view makes me a troll.  So be it. 

I'll mention this to the moderator, and see what the opinion is of the matter.

The guy had a bad experience with UPS. It makes no difference if you used to work for them, and it was not a personal attack on you. It was a venting. A rant. A way to get some frustration off of his chest.


The only problem with his post, that is in any need of moderation, would be that it should have been posted in the everything else forum.

[Quarters]

I don't think anyone is slamming the guy who sorts packages or the truck driving guy who shows up at your door. This has been directed at UPS as a whole. In my experience, and many others, It sucks.

BTW I know a number of people who used to work for UPS. They will be the first to tell you NOT to ship with them.

[lloydcom]

I agree that this is the wrong place to have this original thread. 

I still have friends at UPS and I all I hear from them is customer not happy 

What we didn't hear was all the other customers ringing in saying thank you for a great service.  Well they wouldn't right?

And I feel for those guys - the ones who work tirelessly in extreme heat and chilly temperatures.  I use UPS for all my international shipping and every single package has come on time free of incident.

But starting a thread about a delivery was a mis-scheduled, and moaning about how  the service is, is not appreciative.  There is a place for this and it is customer service at UPS not this general message board.

I want to log in and help people, not to read comments of a company that gives 99% to their customers.  There must be people on this boeard that has a positive view.

If the original poster is upset with my comments, he is invited to take it up with me directly.  I don't think he is lazy, just that his comments are misplaced and childish.

The above poster who lost the screen?  Did you get compensation? Did you insure it?


But who cares the mob has the final say.

[Level42]

Well, I think I've had UPS deliver a package for me from the US once and that went fine.

I also have bad experiences with DHL. In my experience, DHL, Fedex and UPS are only focussing on business to business mail.  When I ordered my ArcadeVGA with Ultimarc, regretfully Andy only offers DHL shipping. The big problem with them is that they only deliver within working hours on working days. That's not very handy when you work. I can't receive stuff on my work adress since I work all over the country. My wife can't receive personal mail at her work either.

So, when I come home I find a note that DHL was there, and that I can pick up the package at their warehouse. Freaking 25 km away from my home !!! That's a 50 km drive to get a package that someone (ME) payed for to get delivered at my doorstep !! I won't start about gas prices here in Holland.....

I prefer regular mail (USPS, currently that's TPG post here) since they always deliver packages after working hours and if I'm not there I can pick it up at the closest postoffice which is a 5 minute walk, 1 minute drive...

[Zakk]

I agree that this is the wrong place to have this original thread. 

I still have friends at UPS and I all I hear from them is customer not happy 

And I feel for those guys - the ones who work tirelessly in extreme heat and chilly temperatures.  I use UPS for all my international shipping and every single package has come on time free of incident.

If they hate their job...quit.  Don't deliver my packages all pissy because it's hot or cold.  

Again, we're not attacking delivery dudes.  Most of them are a-okay (glad to hear you're not still one of them).

UPS blows.  brokerage charges through them are the highest in the industry.  It's pure extortion.  "you want your package don't you?  Well, that will be "ONE BILLION DOLLARS" /Dr. evil voice.

THE MOB RULES!!!!! /air guitar

[cdbrown]

I think one of the main points of "attack" was that a mistake was made when loading the truck, the tracker then said it was Effayy's decision not to have it delivered.  He didn't make this decision - he made himself available for the delivery all day, the day UPS booked it in for delivery.  The UPS system should say what actually happened -

Depot failed to put it on the truck, now in a pile of 3000 other items that also failed to make the trucks as per company policy!
Expected delivery - Once we find your package in the pile.  But don't worry, because we lied on the tracking system we aren't liable to make anything easier for you and will still charge you the full amount for your inconvenience.

All the blue collar (or brown collar) workers are most likely doing their best in getting everything out - it's the higher level people that decide how many people and trucks they should have, the ones that set the policies and procedures.  The ones that make the tracking software say lies because they don't want to accept the blame of not delivering as promised.

Also - customers that are happy with the service/deliveries are getting what they expect and pay for.  If UPS had have sent out a second truck or small delivery vehicle with the package then that would be good service and this post could be singing praises for UPS.  Alot of people are generally unhappy as they have to take time off from work (use up holiday or sick pay) because the option of coming in after work isn't there (depot closes at ??pm)

[CheffoJeffo]

I don't think he is lazy

Those guys in Brown do more work in one hour then you do in a week.

I must have misunderstood .... apologies.

Now, in order to be helpful, since the OP is Canadian and several Canadians have chimed in in this thread, I refer them to SubPacket's guide to Everything You Didn't Want To Know About Customs, which discusses brokerage fees (Subby works for a customs brokerage and is an arcade entusiast).

Cheers.

[DeLong20]

I'll mention this to the moderator, and see what the opinion is of the matter.

tattle-tell!  tattle-tell!

TROLL

[Harry Potter]

UPS sucks even down here.

I've had two fragile items delivered by them from different locations (One from England and one from the US) and both times they not only came late but also broken. One item was so badly damaged I had to send it back to be replaced (UPS payed for it of course). I then had FedEx deliver it and all was good.

Seems like they're OK for things that don't don't have moving parts in them but as soon as it's something labelled fragile, you might as well bring a garbage bag when picking it up from them.

Never had a problem with FedEx or DHL (Although DHL is disorganised, they don't break stuff).

Oh and lloydcom, if you're taking these rants personally even though you don't work for them anymore, then I have to say you have some serious issues.

I used to get the grief all day.  It was a loveless job, but we managed to get the 99% of the packages shipped.

Yeah well my job is loveless too and the company I work for is not loved at all by the general public (including most of my friends) but I don't care. Live with it.

[Level42]

The real fun is that this story shows how management systems (which are great in theory) up in the real world.

1) They set up a system to report exactly the status of the package. Next, employees intentialy report wrong statusses to make themselves/the colleagues/the company look better. High Key Performance Indicators rule !!!! Managers make sure they keep a keen eye on these numbers, because THEIR managers only have eyes for these numbers too...
(Why did that employee do this, because else he gets the blame his bosses angry you know the story...)
2) Apparantly UPS employees work 10 times harder then everybody else. Then apparantly they start making mistakes....mmmmm now how could that be ? Maybe they HAVE to do TOO much work within the given time.  Being able to have enough time to do your work GOOD will SAVE time in the end.That is my opinion, and that's how I do my work. If my employer doesn't like that, screw him and I'll get another job. (Never been fired....)
However that's all of no concern to the number-crazy people in charge....

We are making eachother nuts with all those systems, KPI's, etc. etc.

[lloydcom]

The machine that is UPS is so big that it steps on the little guy (the regular person on the street who uses the service once in awhile) because the little guy (I use this generally) is of need of the item as he/she thinks its a personal service with them in consideration.

Most of the time, with so many people involved, mistakes are made.  UPS recognise this and strives to resolve problems like this, as do all companies out there trying to keep their customers happy.

On reflection of reading this thread I now understand how the original poster felt, when his part didn't get to him on time as promised.  The time it takes to get home, or have a neighbor sign for it, managing family schedules is a nightmare today. 

What I didn't do was reply responsibly and make my point known.   I saw it and jumped in with my opinion.  Not a good idea. My bad.

With Internet shopping and the issues surrounding it puts a load on the already busy delivery market.  I cannot defend the rate issue, but thats par for the course unfortunately.

Making a defensive point on this board is difficult when it becomes negative and against the flow.  There will always be two sides to this argument.  I gues that what a troll is.  I had the same issue with the Foley debacle.

That is not what the others want to hear/see just more of the complaints and issues so you feel you are not alone.  I understand that and I respect it.

The machine that is UPS cannot stop.  Public holidays are the worst time, and everyone is deserved time off, and I'm speaking about the drivers, shippers, handlers, clerks, admin, IT, and the pilots.

These people deserve some credit, and its not here.

So when you see your UPS guy/gal - give them a smile they deserve it.

Thanks

[saint]

The moderator has no opinion on the matter so long as the rules are being followed, which it is my opinion that they are so far.

[JackTucky]

So when you see your UPS guy/gal - give them a smile they deserve it.

Everyone that does a job deserves at least one thing, payment.  Everything else is gravy.

Sounds like in this case, however, he didn't do his job.

Jacktucky

[Harry Potter]

Damn straight. 

[CheffoJeffo]

These people deserve some credit, and its not here.

So when you see your UPS guy/gal - give them a smile they deserve it.

I would agree with this  ... other than the issue of brokerage fees, which is far removed from the folks on the ground, I personally haven't had a probem with UPS.

Cheers.

[Effayy]

So when you see your UPS guy/gal - give them a smile they deserve it.

Oh, I wholeheartedly agree with this.  It IS quite a thankless job, and yes as you mentioned before, people only ever seem to hear about the bad experiences, and the good ones go unheard.  That's quite the same in many work environments.  You also hit the nail on the head with your earlier post.  My disappointment is in the fact that I paid for a service to which I followed through on my end of the bargain (being at home when I was home, taking the time off work etc), and UPS didn't follow through on theirs.

A mistake was made, which as you mentioned does happen, I agree as well.  But instead of recognizing that in their tracking system, it was instead mislabelled as me requesting another date for delivery.  Someone was (most likely) saving their butt at the warehouse with that label.  Unfortunately while it may be ok to cover a butt in the short term, it skews the stats for the long-term.  If the "Package did not make it onto truck" status was raised on enough items, perhaps it would be an indicator that the people loading the trucks are currently trying to process too large a volume, and more employees would need to be hired.  By misrepresenting those results at the outset, it's only hurting UPS in the end.

- FA

[Effayy]

Oh, and as an update to this story, I was sent a voice-mail at home today, mentioning that they may or may not have successfully held the package aside before getting on the truck this morning, so since they're currently unsure as to whether or not it's available for my pick-up, it would be wise for me to call in advance before heading out to the warehouse.

 

- FA

[jan25th]

Also being in Canada I can commiserate, any UPS shipment I have had from the US has had exorbitant brokerage fees but USPS never does!!!

Reminds me of the quote from one of the Lethal Weapon movies,
"Don't use UPS (the drive-through), you always get F*CKED by UPS (at the drive-through)"

[missioncontrol]

I'll mention this to the moderator, and see what the opinion is of the matter.

The moderator has no opinion on the matter so long as the rules are being followed, which it is my opinion that they are so far.

 
w00t  survey says mob rules...

lloydcom, I have had great experiences with UPS and have no complaints however Effayy has and is using this forum as a place to vent.... word of mouth is a powerful form of advertising and when a company does wrong then it's the individuals right to say they did.....

If you went out to eat at a nice restaurant and the food sucked wouldn't you want to let your friends know?

[Quarters]

PS. Long time! How're ya doing?

Today I am doing awsome!

I just signed for the rental of a 5 bedroom house including my very own games room. Take over date August 1rst.

I should realy update the website someday. I have a number of mame and resoration projects in the works(which means all are going slowly). As soon as I have the space (August 1rst) I will be looking for one or more low priced pins.

Yes, today life is good.

Hope all is well (besides the car and UPS thing) with you.

[Jabba]

Hey Effay, I'm in Ottawa too. I excluively deal with USPS and they will drop off packages at my front door when no-one is home. Helps that all my packages arrive as gifts thought. 

If you need some things like router bits, tools, etc, let me know and I can lend you whatever you need.

Just get going on that cab now will yeah?

And for the record, I've never gotten good service from UPS either.

[xar256]

You can add me the list "never-ending" list of Canadians who've been shafted by UPS's extortionist-like brokerage fees.  Sorry, there is NO WAY to excuse a $60 brokerage fee for an item I paid $80 for PLUS UPS SHIPPING!     I've successfully used FedEx and USPS multiple times without seeing any sort of gouging on that scale.

UPS to Canada...Pfft...Never again....I'd rather take my business to someone who'll ship a better method even if it means paying a little more for the product.

IMNSHO: The Sooner UPS is out of business the better for me.  (I can hope) 

Xar256