This is to share with you the complaint email i sent UPS:
My sister (sender) from new jersey commissioned UPS to deliver a package for me, expected to be delivered yesterday, august 20. Based on the email sent to my sister, it was confirmed by UPS that the package will be delivered august 20. I badly need that package on said date. And so we had to commission UPS, what we thought was a reputable courier to do the service for us.
Based on your website yesterday, my package is already in Pasig at 9:59am, with description "destination scan", and with a status that my package will be delivered between 9am and 7pm that day.initially, i happily noted that things seem to be moving on schedule. And so i waited, and waited but nothing arrived. At past 7pm, i again checked your website to find out that the sked and status were unchanged, which gave me a gleam of hope that my package may still be delivered late that evening. But nothing arrived.
Early today, i again checked the website to find out the the sked was moved to tomorrow, aug22. And so i called the UPS Philippines Customer Hotline # at 8am, the time stated in the website to be the start time of office hours. A security guard answered my call and asked me to call at 8:30am, because, as he explained, the customer service agents normally arrive at 8:30am. Already dismayed about everything but with no other option to take, i called the customer hotline again at 8:30 and spoke with migs. She confirmed that the new delivery date is tomorrow, as it is a holiday today in the Philippines, and when i explained my situation and practically begged for her help, she advised me to call your Pasig office to request them to deliver my package today.
And so i called your Pasig office and again another security guard answered my call. And when i asked for someone to help me with my package, he asked me to call in 1 hour as that person is busy. But then i insisted and explained to the guard how important the package is to me. And then he referred me to donald. Donald asked for my tracking # and asked me to call in 15mins.
Which i did. Donald said that my package should have really been delivered yesterday but the motorbike/vehicle of the delivery man broke down, and so all the packages assigned to him were not delivered. I asked how come UPS did not do anything about the situation, like transferring the assignment to another delivery man... My point is how come UPS is not committed to the delivery date, cause if you are, there are many ways to handle the situation and fulfill your commitment to your customers. Donald can't give me any explanation, other than saying that he is assigned in the morning shift, and another guy was the one on duty when the vehicle broke down... Really administrative matters which is not the point as far as i am concerned.
I also asked donald what is the liability of UPS regarding matters such as what happened to me. All he could say is that no one wanted the vehicle to break down, suggesting that there is no liability on UPS' part.
My points are:
1. Your mission is to fullfill your delivery commitment
2. If there are situations which crop up, and in any business this happens, do everything possible and stay committed
3. When you post in your website that your office is open from this time to this time, make sure you are and the employees in that office are willing ready to work
4. A customer service hotline, should be the only point of contact for all customer concerns/complaints, and a customer should not be passed on to another department to follow up. It's the job of customer service to be the conduit.
5. Assuming what donald said is true, that you are not liable for late delivery caused by things which is really part of operations (e.G., break down of vehicle), i think this is so wrong. Force majure, i understand. But a vehicle break down is soooo operational, and you should be faulted, and you should be liable
6. On the positive side, your security guards are very good telephone operators.
I am sending you this email to enable you to assess your process/procedures, and aim for improvement. This experience of mine with UPS clearly defined what UPS is all about, which scares me to have anything to do with you in the future.
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