This is not about how quickly the parcel arrived but what happened when it arrived.
11:53 was the timed delivery. I was already closed up for lunch. I was out back as it happened.
Without exposing this caviler attitude and 'So what' response from a company that needs customers to operate... They will continue in the same vain. I doubt if this would fly if one of their CO's had this happen and this often.
Just how do you get through to these people? Now... On to the Saga...
UPS Delivery Driver left a 'We wos here' sticky on the door but no parcels.
I drove around the town hoping to find the truck... No good.
Back at the shop I call the number in OKC... It rings for 10 minutes or more... No answer.
I called one of the UPS Stores in OKC." They don't answer the phone "... They told me.."WHAT?"
"Try this number... 1 800 742 5877."
UPS operator David answers. I ask "Why was my parcel not dropped off?"
He says "Give me two minutes"...
"Was delivered at 11:53" 'So, '...' says I, " Why wasn't the parcel left for me then."
"cose you weren't there" He says.
"That's what the 'signature on file'" is for." I said.
Long conversation about... If I had my OPEN hours displayed and me telling him it make no never mine about the hours, I have a signature on file so they can drop the stuff off when I'm not here... And 'yes' there is a sign about our OPEN hours and it has been there in the window for 20 years!
"I'll get someone to call you within an hour" says David.
... 50 minutes later..."UPS Customer service calling, how can we help you sir?"
"Get my parcel delivered"...
She says "
It will be delivered tomorrow, the shop was closed"
"So whats the point of Signature On File?"
She says "Sorry about that... The driver probable didn't check. You can go to Norman to get it"
"That a 40 mile round trip lady! I'm paying for YOU to deliver and do so with expediency and promptness."
"We've done our part sir"..."No you haven't. I don't have may parts to fix this vehicle... What do I tell my customer?"
She says" That's your problem... You have to deal with that, we made a delivery, you where not there?"
"SO, what is the point... Once more... Of a Signature On File?"...
Well I can't help that, you'll have to go to Norman or wait 'till tomorrow"
"I have a customer out of town with no way home and I ordered this part from Dallas so it would be here today... For 20 years I have had deliveries here and every time I miss a drop off it because some casual dim wit doesn't do his job and causes problems. My regular driver leaves the parcels in the office behind the door or in one of the vehicles parked here... Why didn't he do the same?
She waffled on about not their fault and things happen etc etc.
So I called METRO VW in DALLAS and asked Daniel to always send my parts by FED EX. Daniels doing a credit on the shipping and ding a charge back to UPS.
Now this might not seem so devastating to you, but after several times over the cause of 20 years this is becoming frustrating. I have lost money and a lot of time rearranging jobs, or if it happens on a Friday, trying to get the vehicle owner home.
Bob, the usual driver always leaves the parts for me. He has told me he even tells the spare drivers to do so at my shop!
The Customer Service was less than polite and casual to the point of rude.
From now on I only use Fxx-EX, Uxxx Sxxx Pxx Sxxx, Bxxx Txxx or Dxx.
Bottom line here is: I'm out 2 hours and have a customer who might not return and a surly Customer Service personnel who couldn't give a rat's... And that's just THIS time.
Sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome!
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