There's nothing better than talking to a robot on the phone at 11:00pm when you've been waiting over 15 hours for a delivery of a vital computer part to arrive from UPS into the root of your urban core.
My advice in defeating the UPS robot call center is to just keep saying, -- Agent! -- over and over and over again at every prompt until the robot voice lady gives up and chillingly feeds you into the queue to speak to a real live person with the personality of a robot.
In my neighborhood in the Jersey City Heights my regular UPS guy is great.
He lives up the block from me and if I have any sort of box to be
delivered he brings it right to me at 9:00am no matter what shipping
urgency was used because "he knows how it feels to wait all day for a
box."
He knows I get a lot of boxes.
Woe are the days my UPS friend isn't working because then I become
ordinary and ignored. When he isn't working I am not worth the spit
used to polish the boot soles of the brown-shirted UPS army of delivery
goons.
Now we all have our delivery service horror tales but I'm telling you there is a severe problem here when 50% of my deliveries are not delivered on the proper day if my regular guy isn't driving the truck. We live on a street that is only two blocks long. Maybe that confuses non-routine drivers? I was expecting an expensive and vital computer part yesterday. When 10:30am passed I knew my friend was not working and that I'd have an all-day wait for delivery satisfaction. When 3:30pm arrived and left I knew I was in trouble. If I don't get a package -- any package -- by 3:30pm then I know the box isn't coming.
You can't however, call UPS to "inquire" until 7:00pm because that's their cutoff time for Overnight deliveries to a residence. So I called UPS at 7:33pm and I was told my box was "out for delivery" and it would arrive soon. I said I thought the cutoff time was 7:00pm for residential deliveries and Paula told me "the drivers stay out as long as it takes. I've seen them deliver packages at 10:30pm at night!" She assured me I was getting my box. I wasn't so sure. Here's a screenshot from the UPS website taken at 11:02pm last night indicating my box was still "Out for Delivery:"
I called UPS
and asked about the status of my box and I was told by Jason at UPS my
box was going to be delivered "in a few minutes." I knew he was lying.
He knew he was lying. We were in the midst of the "UPS Waiting
Game" so I pressed him.
"My box is going to be delivered in a few minutes?"
"Yes."
"Will it be here by 11:30pm?" "It will be there tonight, sir." "So if it arrives at 12:01am is that considered today or tomorrow?" "Your box is on the truck sir, and it will be delivered tonight, sir." "I'm getting a little sleepy, Jason, how long do you think I should stay awake tonight waiting for the box?"
"The box is on the truck, sir, and it will be delivered today." When I hung up the phone I knew there was no box and Jason knew there was no box and together we knew "Overnight" really means "Two Day Delivery" and "Regular Ground" means "We'll deliver it when we feel like it." Tracking Numbers with delivery dates mean nothing because UPS can invent any exception they wish.
I just wish Jason dropped his script and said, "Look. It's 11:00pm. Your box isn't coming tonight. It'll be there Monday." If he had done that -- if Jason had treated me like a real person with human needs and a life beyond being tied home all day waiting for a box that never arrived -- I would have gone to bed happy and refreshed knowing UPS was a company that cared about reality and not smoke and illusion. This morning I awoke boxless and when I logged on to the UPS website to track the status of my non-delivered package, I was amused to see the system had magically updated overnight to indicate the UPS delivery courier went back to the hub last night at 8:41pm:
Now we all have our delivery service horror tales but I'm telling you there is a severe problem here when 50% of my deliveries are not delivered on the proper day if my regular guy isn't driving the truck. We live on a street that is only two blocks long. Maybe that confuses non-routine drivers? I was expecting an expensive and vital computer part yesterday. When 10:30am passed I knew my friend was not working and that I'd have an all-day wait for delivery satisfaction. When 3:30pm arrived and left I knew I was in trouble. If I don't get a package -- any package -- by 3:30pm then I know the box isn't coming.
You can't however, call UPS to "inquire" until 7:00pm because that's their cutoff time for Overnight deliveries to a residence. So I called UPS at 7:33pm and I was told my box was "out for delivery" and it would arrive soon. I said I thought the cutoff time was 7:00pm for residential deliveries and Paula told me "the drivers stay out as long as it takes. I've seen them deliver packages at 10:30pm at night!" She assured me I was getting my box. I wasn't so sure. Here's a screenshot from the UPS website taken at 11:02pm last night indicating my box was still "Out for Delivery:"
"Will it be here by 11:30pm?" "It will be there tonight, sir." "So if it arrives at 12:01am is that considered today or tomorrow?" "Your box is on the truck sir, and it will be delivered tonight, sir." "I'm getting a little sleepy, Jason, how long do you think I should stay awake tonight waiting for the box?"
"The box is on the truck, sir, and it will be delivered today." When I hung up the phone I knew there was no box and Jason knew there was no box and together we knew "Overnight" really means "Two Day Delivery" and "Regular Ground" means "We'll deliver it when we feel like it." Tracking Numbers with delivery dates mean nothing because UPS can invent any exception they wish.
I just wish Jason dropped his script and said, "Look. It's 11:00pm. Your box isn't coming tonight. It'll be there Monday." If he had done that -- if Jason had treated me like a real person with human needs and a life beyond being tied home all day waiting for a box that never arrived -- I would have gone to bed happy and refreshed knowing UPS was a company that cared about reality and not smoke and illusion. This morning I awoke boxless and when I logged on to the UPS website to track the status of my non-delivered package, I was amused to see the system had magically updated overnight to indicate the UPS delivery courier went back to the hub last night at 8:41pm:
I called UPS
to see why the box wasn't delivered -- they usually blame it on the
customer not being available -- and when I spoke to Melissa she told me
three stories. The first was I was not home. I told her I was looking
at the website and that exception was not listed. Then she told me my
box arrived "too late to get on the truck in time for delivery."
I asked why every UPS person yesterday promised me the box was on the truck if it was never on the truck? She changed her story again and said, "The delivery person overlooked your box on the truck and went back to the station thinking it had been delivered." I asked her if she could page the central office and have a Supervisor call me back with an update on delivery. Melissa told me "no one works on the weekends so they'll get back to your Monday."
I was at my bitter end. "Melissa," I croaked, "Are you telling me no one is working at UPS over the weekend? I thought you were a 24/7 international company?" "Well, we are," she said, "But nobody's going to call you back until Monday." Finally, I received a glimmer of truth from a UPS phone representative and I wondered if there might be hope, after all, for UPS to stop playing the waiting game and to start giving honest answers. It really didn't matter what suite of lies Melissa spread before me.
The bitter truth was my vital computer part delivery was delayed until Monday and I was dead in the water until then. My only hope is my regular delivery guy will find my box on Monday and fondly remember me by 9:00am so I don't have to waste another entire day playing -- and always losing -- the UPS Waiting Game.
I asked why every UPS person yesterday promised me the box was on the truck if it was never on the truck? She changed her story again and said, "The delivery person overlooked your box on the truck and went back to the station thinking it had been delivered." I asked her if she could page the central office and have a Supervisor call me back with an update on delivery. Melissa told me "no one works on the weekends so they'll get back to your Monday."
I was at my bitter end. "Melissa," I croaked, "Are you telling me no one is working at UPS over the weekend? I thought you were a 24/7 international company?" "Well, we are," she said, "But nobody's going to call you back until Monday." Finally, I received a glimmer of truth from a UPS phone representative and I wondered if there might be hope, after all, for UPS to stop playing the waiting game and to start giving honest answers. It really didn't matter what suite of lies Melissa spread before me.
The bitter truth was my vital computer part delivery was delayed until Monday and I was dead in the water until then. My only hope is my regular delivery guy will find my box on Monday and fondly remember me by 9:00am so I don't have to waste another entire day playing -- and always losing -- the UPS Waiting Game.
I pay fast deliver sometimes not come to time.
Hi tajuki!
Yes, that happens to me, too. With Amazon Prime shipping you can "join the club" and get really cheap Overnight shipping for a reduced price. I like it a lot since I order so much stuff. I suppose one could always pay for fast shipping and when a carrier fails you, get a refund! I always find the hassle of getting a refund outweighs the end benefit.
Will look Amazon ship fast deliver.
You will like it, tajuki! You get many keen benefits when you go "Amazon Prime" -- and don't forget to login to a9.com to get a discount on all your Amazon purchases. It all adds up to save you money!
Sorry to hear of your frustrating ordeal. Makes me wonder about UPS' IT systems. They are constantly touted in the IT press for their technology-enabled customer service.
It is crazy that the reps you spoke with didn't know the package had already been brought back 3 hours before. The only thing that comes to mind is that the scans are done on a handheld and the information uploaded at some later time -- such as the next shift in your case.
Hi Antoinette!
I agree UPS has great technology -- but when it comes to boots on the ground and voices on the phone -- they fail more than they find success.
I think UPS should require drivers to finish their routes by 7pm. Period. None of this "we stay till we empty the truck" stuff they feed you over the phone because I haven't found it to ever be true.
If we don't have our package by 7pm, the day is done, we get a refund on a promised delivery and everyone is happier dealing with the reality of the situation instead of the making up of the myth.
I haven't used UPS for a while.
A lot of shippers are using or offering the US Postal Service's 2 day mail service. If given a choice, I'll select that option because it's usually free or cheaper than the express shipping.
I've found that the post office seems to have gotten better over the years.
First class mail seems to be able to get to places within a day or two. Mail doesn't seem to get lost as much as people like to say it does.
Most of the things we send out at the office routinely go by regular or certified mail -- it's rare that anyone ever says they didn't receive a letter unless they moved away and didn't leave a forwarding address.
I must put in a disclaimer that I worked for the Postal Service as a temporary employee for two months during a Christmas rush.
Chris --
I agree the Post Office is great. They can get into most locked apartment buildings with their skeleton key and they can leave your package in a secure location.
The problem is companies tether to a single courier for deliveries. FedEx is tethered to Apple. UPS is tethered to Amazon. PC Connection is tied to DHL. You can pick how fast you get your package but you cannot pick your shipping company because that's where the companies selling you stuff make their big money. They get a good "exclusive" shipper deal with the courier and then they double that shipping price for you.
UPDATE:
The box arrived!
My friend was not working on Friday. He told me, "If you have a box you'll have it no later than 11:00am. You're always a priority."
Huzzah! Now THAT'S service!
:grin:
David, I found a resource that helps bypass the computer prompts and gets you directly to a "real" person. That person may not be on this continent but anything is better than "press 1" http://gethuman.com click on "database"
That's a fantastic tip, Rich!
Thanks for sharing it with us!
I am sitting here, its 6:58 and I know there is no hope.
Hi Christina!
Ooo! Now you have me waiting here with you -- wondering -- if they'll come through for you or not!
And now I find myself waiting for two packages to be delivered today, and it is 5:51pm. Fingers crossed. Salt tossed over shoulder.
I want my electronics!
Same here... but it's only 3:30pm but i have a feeling that it wont get here. The sad thing is their office is really not far away. I think for future reference i will request a pick up reather than delivery. UPS is such a sad company... i wish they would just go out of business.
if only that were an option. the UPS warehouse here is less than 5 miles from my house. i've been waiting for a package since 8am and so far no sign of them. i've had deliveries from fedex AND dhl for my neighbors but nothing for me.
I feel for you, Jen, I really do! Good luck on your waiting game!
I payed for a next day delivery service on the 4th. Its now 5:15pm on the 6th and i havent got my package, and its "Out For Delivery"
I feel for you micster, I really do!
Let us know how it all turns out for you!
i'm waiting on two different boxes from to different places ironically they arrived within minutes of each other since 5 a.m. one has been sent to a destination? and the other has been out for delivery its 9 am now and i live fifteen minutes from two ups stores.
I feel for you! I think I waste an hour a day waiting for deliveries to arrive when promised and then show up late.