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Message: <blockquote data-quote="BrownSuit" data-source="post: 497512" data-attributes="member: 14437">Danny - Letter envelopes are designed for flat bendable paper media. If they contain anything other than flat paper (ie books, CD's, even stacks of paychecks) it is unfortunate, but they will be corrected at the actual weight of the package. Think about it, an average ream of paper is around 3#'s. If a customer was shipping over 1# of paper that would be several hundred sheets. The whole point of the letter rate was something that would be bendable to go through our automated sorts. When the letter is no longer bendable, it runs the risk of not making it through the automation. With the economy being what it is, UPS is taking greater efforts at Revenue Recovery to ensure that we bill customers who take advantage of the system. There have been countless posts here about those who don't put the correct weight or shipping items that are obviously too large for our system. This year, we also started taking steps to address zone corrections, customers who say they ship from Point A to C - when in reality they are shipping from B to C, a longer distance. What should have happened is that this should have been explained to the customer when they signed up. Chances are they sold the customer by stating that we don't charge for weight on envelopes where FedEx does. This is partly true, but they likely failed to inform the customer that the envelope still has to close under it's own power and be able to be bendable. If it was deemed that we could have moved their envelopes seamlessly through our automation even with their size, steps should have been taken to prevent the adjustments in the future. We all fail from time to time resulting in customer's leaving. BD fails to offer pricing, Center Manager decides to change the pickup time to cut miles, driver  is rude to the customer, or fails to pickup because of problems with DIAD, Customer Service is unresponsive, rude, or clueless, Billing can't explain or help with adjustments, collections calls the customer and demands money before cutting off their service, IE Re-loops the route and the customer doesn't get their deliveries in time, we lose a package that they needed for a big project, or we blew apart a package that was made of solid rock. All of these are scenarios of what could happen. It's important not to blame any particular division when a customer diverts. The problem should be brought to the table, addressed so that it doesn't happen in the future, every step should be made to retain the customer and move on if they don't come back, with occasional follow-up to win back their business. I'm going to step down from my soapbox now . . . But bottom line, let him who is without guilt throw the first stone.</blockquote>

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