Fuck UPS
Mood:
irritated
You heard me. Fuck those jagoffs. No way you'll catch me using UPS again. Not only did their gross incompetence (which they admit to) cost me a package and likely some money, but their feeble attempt at customer service consists of, "Sorry, there's nothing we can do about it."
This is a long story, and I'll try to tell it as best I can without shouting. To set it up, I purchased an item...OK, an Atari 2600 from a guy on eBay. We'll refer to them as Item and Seller, `cause it's much easier that way. The price was $11 for the item and $14.75 for UPS Ground shipping. No problem. I pay the guy through PayPal, he takes the item to a UPS Store, it gets delivered to me on 12/16. Except I'm at work when the item comes, so the driver leaves it on my porch.
According to the UPS Web site, drivers do not leave packages on your porch. They are quite clear on their
Delivery Attempts FAQ on what happens if you aren't home. They leave you a note and you can make arrangements to pick up the package or have it delivered to another address. According to their phone reps, they especially do not leave them at apartment houses on porches with major visibility in busy neighborhoods. I live in an apartment house on a busy street less than 100 feet from a bus stop, a house with a porch with no fence, railing or shrubbery to conceal anything resting on it from a block away. According to the phone reps--but NOT their official FAQ--drivers have the option of leaving the package if they deem it safe. Only an idiot would think my porch was safe.
Needless to say, I did not receive the package. Likely somebody walked past the house, saw a large box on the porch, figured it was a Xmas present, and wandered off with it.
I called UPS after checking the Web site with my tracking number and discovering it had already been delivered. They said basically at that time they would do an investigation that would take 5-7 business days. The investigation should have lasted 5-7 minutes; all they had to do was ask the driver, "Did you leave that box on the porch, you dumb shit?"
After five days I called back, and they told me to call in two more days.
Two days later, I called to be told that the investigation was complete, but they couldn't talk to me about it because I was not their "customer". Even though I paid for the item, paid for the shipping, and was the recipient of the item, I was not their customer and they did not answer to me. Instead, I would have to contact the seller for all information. This clearly makes no sense whatsoever, but I did it. I sent the seller an email politely asking what happened with the investigation.
His answer: "I really dont know what to say. UPS said it was put on the pourch." (sic) And that's it.
I email him back, again politely, and say basically, "Yes, I know that, but what else did they say? Are they going to refund any money?"
I get an answer yesterday: "You are going to have to give me some time on this matter." End of message.
Crap.
What does that mean? Time for what? Just answer my question, jag. What. Did. They. Say?
So tonight after work, I called UPS again and was determined to get some kind of absolute answer. None of this "you aren't our customer, we can't deal with you, contact your seller for information" b.s.
After a half-hour, I got no further really than "you aren't our customer, we can't deal with you, contact your seller for information".
Here's how it works...and, please, if I am missing the logic of this UPS policy, tell me, because it makes no sense to me at all.
Their investigation was "negative"--meaning they didn't find the package. Well, no shit, I knew that was going to happen, because some thief in Champaign is playing with it right now. What I found out later in the conversation is that the investigation consisted of the driver coming back to my house three times and "looking" for the package. He rang my doorbell and looked at the porch. Of course, no one bothered to tell me about this; if they had, I could have arranged to be home when he showed up or to have someone call me at work or something. Instead, he just shows up, looks on the porch, "Nope, still not here," goes back to the Urbana UPS office and writes a report, I guess.
Since the investigation turned up negative, UPS files a claim. They send the claim to the UPS Store from where the package was sent. They did this the first time on 12/28. It was ignored; no one knows why. They send a second claim this week.
Now, for this claim to be processed, the UPS Store has to contact the seller. The seller, who has done his job successfully weeks ago, has to provide the UPS Store with "information", what kind, I have no idea. The catch is that, if the seller, for whatever reason, refuses to cooperate with the claim, I am screwed. There is nothing UPS can do for me, so they claim. That's it. I am totally at the mercy of some anonymous stranger in Florida who has nothing whatsoever to gain by going to the extra trouble of aiding this procedure. Even though the item that was lost was mine--I paid for it. I paid for the shipping. But since the seller physically sent the package from the UPS Store and handed them the money that I provided, he is their customer and I am nobody.
Let's say he does cooperate. The claim goes through, and money is refunded. Do they send me the money?
Hell, no.
The refund, in the unlikely case it is provided, goes to the seller. Who has the responsibility to send it to me. Again, a total stranger, who shouldn't even be involved in the entire transaction, has to send to me free money that he finds in his mailbox. What is to prevent the guy from pocketing the dough and saying to me, "Gee, sorry, it never arrived"?
Does this make any fucking sense to anybody?
And all I get from UPS is, "I apologize. I wish I could help. That's the way it works. There's nothing more I can do."
Well, that's bullshit, they could sure as hell cut me a check for $25.75 and mail it to me. How much did UPS gross in 2004? I'm sure they can afford $25.75.
I understand that, if I buy Tolemite a gift and send it to him UPS with my money, I should be considered the customer. That makes sense. But in this case, the item belongs to me. I bought it. And then I paid for the shipping. The seller paid for nothing. He's just a messenger. Which brings to mind, what if I asked a friend to do me a favor and drop off my package at UPS? Who's the customer then--me, whose package it is, or my friend, who isn't involved in the transaction at all besides just dropping it off on his way home?
I begged the UPS phone rep for just a small morsel of something. I just wanted them to say, "We screwed up. Let us make it up to you." That's all I wanted to hear--"let us make it up to you". I even asked him what more I could do--how could I take an active part in the process, who could I talk to, how can I make something happen? Answer: nothing.
Is that too much to ask? For a multimillion-dollar company, who screwed up, who admits that it screwed up, who freely admits that my suffering is due to their negligence, to make an effort to fix the situation? I even asked, "Why should I ever use UPS Ground again? What are you doing to make me happy and want to use your service again?" He didn't answer me.
UPS made no effort--NO effort--to placate me. And, in fact, the only way that I can ever be placated is if some stranger 1000 miles away finds the strength in his heart to go an extra mile, for no benefit to him, fill out some claim at the UPS Store, fully participate in the entire transaction, and then send me a refund who-knows-how-long down the road. If this guy dies or moves away or just plain doesn't feel like lifting a finger, that's it--UPS is $14.75 richer, and didn't do jack to earn it.
I'm screwed.
Actually, I was so pissed off that I had to leave the house (after ranting to Tolemite; thanks for being there for me, man), so I went to Borders and bought $60 worth of DVDs. Borders is having a Buy 3, Get 1 Free sale, so I picked up PIRANHA II: THE SPAWNING, THE DEADLY SPAWN, RED HEAT and the DAZED & CONFUSED/FAST TIMES AT RIDGEMONT HIGH twin-pack (which counts as one). Five films for $53 + tax...not bad, really.
I was gonna post my Ten Worst Films of 2004 tonight, but I'm sure you've read enough for one day. In fact, I highly doubt anybody is reading this sentence and all, and I doubt, judging from my Comments section, any more than five people have ever read this blog.
Time to work on not being boring while I'm not playing my Atari 2600.
Posted by Marty
at 10:48 PM CST
Updated: Tuesday, January 4, 2005 10:52 PM CST