M
Mike23
Guest
Holy cow, I had the biggest SNAFU delivery I've ever had in my short career. I had a guy who apparently bought something on EBAY and then told the shipper he wanted to cancel it if it had a COD attached (wow, UPS attach a COD? NO WAY!).
I guess the seller was a jerk and said no refund so I show up the door and the guy asks me what he should do. I have no idea, I've never had this problem before. The guy also says he would LIKE to send the package back but is worried he'd still be stuck with the $40 shipping bill. If he's not then he'd like to send it back. So I call my sup who tells me he's not sure if the guy would be stuck with the bill or not and doesn't know anyone that would know. So I ask him what I should do. He recommends doing a 'no COD' and let the depot figure it out.
Well, the guy decides to pay for it since he doesn't want it shipped back and be out $40.
Fast foreward to end of shift. I just punch out and get cornered by our customer service desk asking about the package. Well, there's the customer again. The guy from EBAY didn't give him the full product so now he's at least trying to recoup his brokerage on the cost and would like to refuse the package. It was a giant 20x40 picture display thing that was missing and there was NO way it could fit in that box in the first place, so I believe the guy.
I check with DIAD office guy who's sometimes handy but he says he can't change my stop to show no money but that an onroad sup could as it was the second time it happened today (not sure if it's possible or not, anyone know?). I go to 2 onroad sups (standing beside each other) who ask me what the problem is with the customer since they heard about it through the grape vine but didn't want to deal with it. I tell them and ask if there's anything they can do. They tell me to just ignore it and go home...Umm...Ignore a customer? That's how UPS operates? Huh...weird, I've heard them quote to other drivers 'we're in the customer service industry!'.
So, I go back to customer care to see if they can do anything. They said they can't because the onroad sup I talked to refused to talk to the customer therefore putting me in the middle of this mess. Wow, thanks for doing your job sup! Ignore customer wasn't in my training, it must be a management thing.
So, I tried calling brokerage line who said THEY couldn't do anything. How frustrating! The guy is EXTREMELY frustrated at UPS and grateful towards me for actually not ignoring him. So, the only recommendation I could think of next was to call his credit card company and tell them to put a stop on that payment when it comes through to be processed since it's not instantaneous (since I was off the clock I don't think anything can happen to me about this since I was just giving friendly advice).
The guy essentially just wanted SOMEONE to listen to him and TRY to do something other then stick their thumb up their bum and hope the problem went away. Anyways, it does bother me quite a bit because I ENJOY taking care of the customers that I deal with and when they're upset it bugs me. Anyone know anyone who I could get contact info for that COULD do something that I can give this guy?
I guess the seller was a jerk and said no refund so I show up the door and the guy asks me what he should do. I have no idea, I've never had this problem before. The guy also says he would LIKE to send the package back but is worried he'd still be stuck with the $40 shipping bill. If he's not then he'd like to send it back. So I call my sup who tells me he's not sure if the guy would be stuck with the bill or not and doesn't know anyone that would know. So I ask him what I should do. He recommends doing a 'no COD' and let the depot figure it out.
Well, the guy decides to pay for it since he doesn't want it shipped back and be out $40.
Fast foreward to end of shift. I just punch out and get cornered by our customer service desk asking about the package. Well, there's the customer again. The guy from EBAY didn't give him the full product so now he's at least trying to recoup his brokerage on the cost and would like to refuse the package. It was a giant 20x40 picture display thing that was missing and there was NO way it could fit in that box in the first place, so I believe the guy.
I check with DIAD office guy who's sometimes handy but he says he can't change my stop to show no money but that an onroad sup could as it was the second time it happened today (not sure if it's possible or not, anyone know?). I go to 2 onroad sups (standing beside each other) who ask me what the problem is with the customer since they heard about it through the grape vine but didn't want to deal with it. I tell them and ask if there's anything they can do. They tell me to just ignore it and go home...Umm...Ignore a customer? That's how UPS operates? Huh...weird, I've heard them quote to other drivers 'we're in the customer service industry!'.
So, I go back to customer care to see if they can do anything. They said they can't because the onroad sup I talked to refused to talk to the customer therefore putting me in the middle of this mess. Wow, thanks for doing your job sup! Ignore customer wasn't in my training, it must be a management thing.
So, I tried calling brokerage line who said THEY couldn't do anything. How frustrating! The guy is EXTREMELY frustrated at UPS and grateful towards me for actually not ignoring him. So, the only recommendation I could think of next was to call his credit card company and tell them to put a stop on that payment when it comes through to be processed since it's not instantaneous (since I was off the clock I don't think anything can happen to me about this since I was just giving friendly advice).
The guy essentially just wanted SOMEONE to listen to him and TRY to do something other then stick their thumb up their bum and hope the problem went away. Anyways, it does bother me quite a bit because I ENJOY taking care of the customers that I deal with and when they're upset it bugs me. Anyone know anyone who I could get contact info for that COULD do something that I can give this guy?
