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Customer service issue
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<blockquote data-quote="dannyboy" data-source="post: 367953" data-attributes="member: 484"><p>The problem is two fold.</p><p> </p><p>Take my package in TX.</p><p> </p><p>First, I call customer service. She cant help, so she tries to passify me into not doing anything. Sorry, $1200 is not something I can afford to pay out of pocket for your mistake.</p><p> </p><p>So she puts me through to her supervisor, who pretty much tells me its my fault because I used someone elses shipper number to ship the package with. When I try to explain to her that UPS assigned the shipper number for me to use, she proceedes to tell me that UPS's Computer system is not capable of making mistakes like that, but since the package was damaged, that I need to talk to the fine people in claims, its their problem.</p><p> </p><p>So I spend time on the phone with claims, and end up having to wait on her sup to call me back. Which takes a week. And no one can seem to understand the problem from the customers standpoint. They have my package in TEXAS, I am in Tennessee. I have filed the claim, not them, and they need to deal with me, not them.</p><p> </p><p>So the two issues are that #1, they do not want to listen to what the customer is really saying, only what they want to hear, and #2, even when they finally understand the issue, they refuse to rectify the problem, but instead hide behind "our hands are tied" or "that is not according to UPS policy"</p><p> </p><p>As a customer, I could care less about brown policy, I want the problem taken care of. And if you are not part of the solution, its because you are part of the problem.</p><p> </p><p>So, yep, I understand the bloggers frustration. It was not UPS that shipped the package to his old address, it was either the shipper, or he filled in the forms wrong. But to have the thing bounce around the country, most likely because of twin lables, or missapplied lables, and is not caught and stopped, it where UPS dropped the ball. </p><p> </p><p>For all the whoopla about we know exactly where your package is at any time advertisements, we really dont. We might have an Idea where it is suposed to be, but that does not mean a thing in reality.</p><p> </p><p>d</p></blockquote><p></p>
[QUOTE="dannyboy, post: 367953, member: 484"] The problem is two fold. Take my package in TX. First, I call customer service. She cant help, so she tries to passify me into not doing anything. Sorry, $1200 is not something I can afford to pay out of pocket for your mistake. So she puts me through to her supervisor, who pretty much tells me its my fault because I used someone elses shipper number to ship the package with. When I try to explain to her that UPS assigned the shipper number for me to use, she proceedes to tell me that UPS's Computer system is not capable of making mistakes like that, but since the package was damaged, that I need to talk to the fine people in claims, its their problem. So I spend time on the phone with claims, and end up having to wait on her sup to call me back. Which takes a week. And no one can seem to understand the problem from the customers standpoint. They have my package in TEXAS, I am in Tennessee. I have filed the claim, not them, and they need to deal with me, not them. So the two issues are that #1, they do not want to listen to what the customer is really saying, only what they want to hear, and #2, even when they finally understand the issue, they refuse to rectify the problem, but instead hide behind "our hands are tied" or "that is not according to UPS policy" As a customer, I could care less about brown policy, I want the problem taken care of. And if you are not part of the solution, its because you are part of the problem. So, yep, I understand the bloggers frustration. It was not UPS that shipped the package to his old address, it was either the shipper, or he filled in the forms wrong. But to have the thing bounce around the country, most likely because of twin lables, or missapplied lables, and is not caught and stopped, it where UPS dropped the ball. For all the whoopla about we know exactly where your package is at any time advertisements, we really dont. We might have an Idea where it is suposed to be, but that does not mean a thing in reality. d [/QUOTE]
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