The WORST customer service I've EVER seen...ANYWHERE! - Page 2 - Brown Cafe

OldUPSDriver · 09-23-2009, 06:45 PM

M23 has no knowledge of the rules, he is a self proclaimed rookie. Then due to his ignorance blames the company for "WORST COMPANY SERVICE". He may be "THE WORST COMPANY SERVICE PROVIDER".

Chnandler Bong · 09-23-2009, 06:48 PM

I think Worldwide was on the right track. Tell the consignee to contact the shipper and resolve any concerns before paying for the package. In the meantime, sheet the package as NM1 and go about your day. (We're not supposed to do holds for COD's in our center) Just don't put yourself in the middle. It's not our job....

I know this advice is a bit late in your situation and I understand your desire to help the customer. Regardless, it's his problem to fix. He needs to deal with Ebay and the shipper directly. Your sup's, unfortunately, seem to be typical in their response...

Mike23 · 09-23-2009, 06:51 PM

Quote:

Originally Posted by cachsux

Mike, one thing you could give the guy,on the sly of course,is the name of the two sups and the phone number to Atlanta. Give him yours if your confident in his appreciation of you. it may have been a screwup outside of our hands but there`s no excuse for "ignoring it".

I'll have to keep this one in mind for later

Mike23 · 09-23-2009, 06:54 PM

I think my main beef with the situation was that my sup wouldn't do anything, even talk to the guy when he specifically requested a sup, and just pretty much said ignore him until he goes away.

I deal with one of the biggest international exporters in our city that doesn't go on a 5 ton. If they're ticked, am I to ignore them too? Maybe this is why many drivers are getting laid off and management's crapping down our throats because we're being told to ignore all the problems put forth to us or our management team?

Hoaxster · 09-23-2009, 07:04 PM

Quote:

Originally Posted by Mike23

I think my main beef with the situation was that my sup wouldn't do anything, even talk to the guy when he specifically requested a sup, and just pretty much said ignore him until he goes away.

I deal with one of the biggest international exporters in our city that doesn't go on a 5 ton. If they're ticked, am I to ignore them too? Maybe this is why many drivers are getting laid off and management's crapping down our throats because we're being told to ignore all the problems put forth to us or our management team?

In mgt as well as a driver, one must learn to prioritize.
This customer had a problem/issue that could not be solved by UPS.
People try to give me their problems 3 - 5 times a day on average ... if it is in my area of responsibility, I accept.
If it is not in my area but I can help, I advise them on how for them to solve their problem.
Key thing is that they leave with their problem and not leave it with me.
That is probably what your supervisor was doing.

LED · 09-23-2009, 07:11 PM

Quote:

Originally Posted by Mike23

I think my main beef with the situation was that my sup wouldn't do anything, even talk to the guy when he specifically requested a sup, and just pretty much said ignore him until he goes away.

I deal with one of the biggest international exporters in our city that doesn't go on a 5 ton. If they're ticked, am I to ignore them too? Maybe this is why many drivers are getting laid off and management's crapping down our throats because we're being told to ignore all the problems put forth to us or our management team?

I think you are asking too much for an on-car sup to have good customer service skills.

satellitedriver · 09-23-2009, 07:53 PM

Quote:

Originally Posted by worldwide

The ICC does not exist any longer

The Interstate Commerce Commission (ICC) was a regulatory body in the United States created by the Interstate Commerce Act of 1887. The agency was abolished in 1995, and the agency's remaining functions were transferred to the Surface Transportation Board.

I stand corrected, that is why I put the caveat on not knowing if the law had changed. I was hired and trained in 1986, and since then, UPS has never informed me of any regulatory changes.
So, are you saying the name change has changed policy?

Mike23 · 09-23-2009, 08:00 PM

Quote:

Originally Posted by Hoaxster

If it is not in my area but I can help, I advise them on how for them to solve their problem.

My understanding from this customer is my sup didn't even make an appearance. NO supervisor did. They just let the grunts try to help the poor guy. It just seemed very unprofessional to me for a supervisor to do this. Isn't the process supposed to go up the ladder until SOMEONE says 'yes we can help you' or 'no, and this is the EXACT reason why'. Instead they just left the guy to the lowlies to deal with which made him more frustrated.
Shouldn't our sups know our chain of command and physically walk him over to the supervisor that can help them so that they know the customer receives the attention they require?

Who knows, maybe tomorrow he'll be asked by his multimillion dollar account boss, 'I was thinking which courier company we should use'.

Do you think the guys reply will be, 'UPS, they're very good with customers'. I somehow doubt it.

When I worked for another company I was told that word of mouth is the biggest asset you can have in a company. If you do a good job he'll tell 10 people about how great a job you did. If you did a horrible job then the same thing happens.

Hoaxster · 09-23-2009, 08:04 PM

Quote:

Originally Posted by Mike23

Do you think the guys reply will be, 'UPS, they're very good with customers'. I somehow doubt it.

Probably more like "That UPS driver was not helpful at all."

brown138 · 09-23-2009, 08:07 PM

mike, You said it was a 20 X 40 item that no way would of fit in the box...
then why did the guy think it was in the box... just wondering...
Not that I recommend it but... collect the cod get the signature then have them open the box... at the very least you could of taken care of the problem right then and there... without having to involve management... and watching them bury their heads in the sand. I call it taking care of the customer.

upsguy72 · 09-24-2009, 05:45 PM

Quote:

Originally Posted by Mike23

My understanding from this customer is my sup didn't even make an appearance. NO supervisor did. They just let the grunts try to help the poor guy. It just seemed very unprofessional to me for a supervisor to do this. Isn't the process supposed to go up the ladder until SOMEONE says 'yes we can help you' or 'no, and this is the EXACT reason why'. Instead they just left the guy to the lowlies to deal with which made him more frustrated.
Shouldn't our sups know our chain of command and physically walk him over to the supervisor that can help them so that they know the customer receives the attention they require?

Who knows, maybe tomorrow he'll be asked by his multimillion dollar account boss, 'I was thinking which courier company we should use'.

Do you think the guys reply will be, 'UPS, they're very good with customers'. I somehow doubt it.

When I worked for another company I was told that word of mouth is the biggest asset you can have in a company. If you do a good job he'll tell 10 people about how great a job you did. If you did a horrible job then the same thing happens.

I think you forgot who is to blame for this whole thing . YOU Not your on road Sup. The customer has the right to refuse a package before they open it or pay the COD for it. Once they pay the COD or open yjey own it. If they have a problem they have to contact the shipper. If it was from a ebay seller then they can report the guy to ebay.

How ever UPS isn't in the job of sorting out problem between shippers and customer. We are a delivery company.

We work for the shipper keeping the SHIPPER happy is what counts.

klein · 09-24-2009, 05:53 PM

I never had patients for that either. either take it or leave it.

And I brought a few back.

brown138 · 09-24-2009, 07:44 PM

We should also car about the end customer. The one that is ordering these items. The customer's that we have to see everyday. They are the one's that pay the shipping in the end.

bridges · 09-25-2009, 12:55 AM

Sorry that happened those type of situations suck. To figure problem out the right way? call the corporate hotline and state the issue then leave a number for them to contact you back at, they will contact you back within 24hrs to tell you how to handle the problem and when you call they really do keep you're call private and they will not tell on you i know wow something you can kinda trust to ups for once in a lifetime. that is how i would handle the situation myself. I can't believe your center manager did not handle it properly and that if he didn't know that he did not go figure it out for you. supervisor never back up there employees never trust them. next i would tell the customer to call the customer hotline to state how they feel so then they can feel justified. GOODLUCK!!!

trplnkl · 09-25-2009, 03:19 AM

Quote:

Originally Posted by upsguy72

I think you forgot who is to blame for this whole thing . YOU Not your on road Sup. The customer has the right to refuse a package before they open it or pay the COD for it. Once they pay the COD or open yjey own it. If they have a problem they have to contact the shipper. If it was from a ebay seller then they can report the guy to ebay.

How ever UPS isn't in the job of sorting out problem between shippers and customer. We are a delivery company.

We work for the shipper keeping the SHIPPER happy is what counts.

Technically you are correct, however good business sense dictates that the Sup should have went to talk with the customer to inform him he was screwed by the shipper. Then the next morning do a short trainning session with Mike to educated him on the policy in this situation. Once a customer gets to the building with requests to see a supervisor, then a sup damn sure needs to handle the problem one way or another. THAT'S why the get paid the big bucks.

upsguy72 · 09-25-2009, 06:12 PM

Quote:

Originally Posted by trplnkl

Technically you are correct, however good business sense dictates that the Sup should have went to talk with the customer to inform him he was screwed by the shipper. Then the next morning do a short trainning session with Mike to educated him on the policy in this situation. Once a customer gets to the building with requests to see a supervisor, then a sup damn sure needs to handle the problem one way or another. THAT'S why the get paid the big bucks.

I understand that but if the customer got the correct information from "Mike" there would never had been a issue.

Mike23 · 09-25-2009, 06:20 PM

Ugh, ok...so I'm at fault for not knowing but the sups at fault for not training me then I'm at fault for not asking...round and round and round...I'm dizzy, let me get off the ride!

Slobberman · 09-25-2009, 06:31 PM

Quote:

Originally Posted by upsguy72

I think you forgot who is to blame for this whole thing . YOU Not your on road Sup. The customer has the right to refuse a package before they open it or pay the COD for it. Once they pay the COD or open yjey own it. If they have a problem they have to contact the shipper. If it was from a ebay seller then they can report the guy to ebay.

How ever UPS isn't in the job of sorting out problem between shippers and customer. We are a delivery company.

We work for the shipper keeping the SHIPPER happy is what counts.

Thank you.Why is it so hard to understand that Mike23 doesn't know how to to his job correctly?

babbsD · 09-25-2009, 06:32 PM

have the customer call 1-800 Pick UPS and put a corporate complaint in, they will move on that, that's about all that gets them to move...customer's sure don't seem to be top priority anymore, however if we didn't have customer's we wouldn't be in business...same thing happens in our building, but this will work...

DS · 09-25-2009, 08:49 PM

Mike, I have to deal with the brokerage ripoff crap every day too.
The reason I say ripoff,is that the US shippers are unaware ,or really don't care about the brokerage fees that apply to pkgs imported to Canada.
If they upgraded to any service EXCEPT standard,most times all they have to pay is GST.
I tell this to EVERYONE that has to pay the ridiculous charges.
You should have told the person that you would be back tomorrow,and tell them to call the shipper.If they can't come to an agreement tell them to refuse it,
UPS can't charge him for something he did not get.
ebay and the credit card people do not condone fraud.

upsguy72 · 09-26-2009, 06:27 AM

Quote:

Originally Posted by Mike23

Ugh, ok...so I'm at fault for not knowing but the sups at fault for not training me then I'm at fault for not asking...round and round and round...I'm dizzy, let me get off the ride!

How long have you been a driver ? I find it hard to believe that this is the first costomer that wasn't sure they want the package or not.

I also find it hard to believe that you never used NoDel, Refused, before on your DIAD.

With that said stop blame everyone else.

I get people everyday that say what's in the box. They ask if they can open it I tell them once they open it I can't take it back and they will have to contact the shipper for a call tag if they want to return the item. I also tell them they have the right to refuse the package.

Mike23 · 09-26-2009, 06:45 AM

Quote:

Originally Posted by upsguy72

How long have you been a driver ? I find it hard to believe that this is the first costomer that wasn't sure they want the package or not.

I also find it hard to believe that you never used NoDel, Refused, before on your DIAD.

With that said stop blame everyone else.

I get people everyday that say what's in the box. They ask if they can open it I tell them once they open it I can't take it back and they will have to contact the shipper for a call tag if they want to return the item. I also tell them they have the right to refuse the package.

Why do you think I'm here asking what I should have done? I DON'T KNOW the proper procedure as nobody's given me one. Everyone here has given me multiple ones. Is it a 'do whatever you want' situation like 90% of UPS 'protocols'?

UpstateNYUPSer · 09-26-2009, 06:49 AM

Mike, I agree with you that your on car should have stepped to the plate and spoke with the customer; however, the situation never should have gotten to that point. I very rarely deal with brokerage fees on CODs here but the few that I have had have always been a PITA so I do feel for you there but, none the less, there are basically three options for the consigee. Pay the COD and accept the pkg, put the pkg on hold for P/U, or refuse the pkg. It's really that simple. I know that you were trying to do the right thing but in doing so created more of a hassle for yourself and your mgt team. We are simply a carrier and when asked by the shipper to collect COD fees that is all that we are required to do.

BrownSuit · 09-27-2009, 08:16 PM

The issue is between the customer and the eBay seller. That's the risk that he took by using eBay. When it sounds too good to be true . . .

As far as the COD, somebody mentioned earlier about having it removed, once a COD has entered the system, even at the shipper's request the COD tag should not be removed. I think somebody else pointed out though that this was a UPS instituted COD because the shipper failed to ship it Free Domicile thus paying for any brokerage and government fees incurred.

The shipper should have refused it before signing for the package and paying the brokerage charges. At that point it was his merchandise.

Even if the shipper had paid duties and taxes, once the consignee opened the package, refusing is no longer an option. If a shortage had occurred it should have been taken up with the shipper. It's not a UPS problem at that point.

I know this sounds cold, but we did everything we were supposed to do and were just the middleman at that point. It should have been taken up with the shipper.

As was pointed out eBay provides some degree of protection above just leaving feedback. There is no telling that the buyer was completely on the up and up either.

The reason that everybody was likely standing around and not wanting to get involved is that they didn't want their name attached giving advice on a non-UPS matter should a corporate complaint get filed.

Dustyroads · 09-28-2009, 03:29 AM

Here's a rule I learned 30 years ago, never, ever mess around with a cod. If the person doens't want to pay the first day, NM1, and go back the next day, and the next. If they do not wish to pay a cod on a package, they refuse the package, "NO COD'S" is one of the reasons that can be selected in the diad for reason to refuse.

In those cases, where the COD package was refused, the package will be returned to the shipper who demanded the COD, and they will be charged return freight on the package.

Back before DIAD we had COD waivers that would come through on paper, those ended with the DIAD, here. The issue is cut and dried, the cod is on the package, the consignee can choose to pay the cod or refuse the package, we (UPS) don't really have a dog in the fight.

Over the years I've seen a number of drivers get into trouble by "doing favors" for their customers over a cod delivery, it always turns out badly for the driver.