On Customer Service, an example of what not to do.
Dear UPS: If you don’t have the ability to make any changes to the drivers schedules, they why on Earth would you have an option of “make alternate delivery arrangements” both on the “missed delivery notice” and your website? If all that option does is offer you the ability to return to sender, you’re simply setting up customer service expectations that will inevitably lead to disappointment.
When questioned as to why you have “should this time range be inconvenient, go to UPS.com….to make alternate delivery arrangements” when I can do no such thing, here is the answer provided to me:
Well, if you want to return it, you can do so without charge.
This is not a delivery arrangement, this is a return arrangement. And no, I would not like to return my replacement blackberry, I sort of need it for working. But I can’t pick it up at the holding facility either, since it’s already on the truck. So, by setting up my expectations for convenience and then admitting that it’s all a ruse, all you’re doing is infuriating me as I have to futilely wait three days as you swing by when I’m not at home, and send me nice little notices before I can go pick it up from the holding facility.
Essentially, due to your own (perceived or real) incompetence, you’re just a really expensive, inefficient, and poorly run PO box.
Oh, and I don’t buy your excuse that because you need a signature, you can’t change the driver’s schedule. Unless you have special “signature trained” drivers to only do certain types of packages, there’s any connection between the two. You’re going to be here tomorrow between 10:30 and 2pm, regardless of whether that works for me; so don’t try to make me feel like it might be able to happen any other way.
