Wednesday, September 1, 2010

Open Letter to Scott Davis (Chairman and CEO of UPS)

Dear Mr. Davis,

It was with great interest that I read your speech: "Why Companies Fail.  How Companies Win", posted on the UPS web-site.  In this speech you focus a lot on the current financial crisis as a cause of problems, but later in the speech you also quote Alan Wurtzel, the former CEO of Circuit City saying:

"At some point along the way, we were too focused on making a profit short-term... rather than building value for customers long-term."

The reason I write this letter is that I just had the misfortune of being a customer of UPS and I can assure you that not a single person I dealt with in UPS was focused the least bit on building value for their customers.  In your speech you focus on the current financial crisis, but you do seem to overlook the importance of providing a service that is actually attractive to your customers (or maybe I am misguided and this really doesn't matter at all - which would be a very very sad thing).  I don't know if you are aware of this, but a search on Google for "UPS sucks" return around one million hits.  That is 9-10 times more than a search for "DHL sucks"  and nearly 5 times more than a search for "FedEX sucks".  Some of this is obviously caused by the fact that UPS is larger than DHL and FedEX, but still - it should be a concern for you.

Before I go into the sad details of my experience with UPS, I would like to point out two things.  First of all I am fully aware that when one move several million parcels around daily - mistakes are going to be made.  That is perfectly natural and I doubt anybody would ever complain about that, provided that they felt that your customer service was actually trying to fix the problems.  Second, I am not particularly offended by the fact that my parcel got delayed.  I am however deeply offended by the way this has been handled by a number of UPS employees and because of that I would like to explain to you the experience I had as an UPS customer.

I have attached a complete log of my experience as a UPS customer (a work in progress - I still have not received my parcel).

And to answer the question you yourself asked in your speech.  I think any company who let their customer service agents leave a customer hanging on a phone queue for 20 minutes after going home deserve to fail.

Regards

Lars Bøgild Thomsen


UPS Customer Service - the horror story
------------------------------------------------------
This represents the exact list of events I experienced when ordering a computer gadget online (sorry about the image of a sloth to the right - it was just the first thing that came into my mind).

1.  2010-04-15 (Thu)

I order a computer gadget online.

2. 2010-04-16 (Fri)

The vendor has identified the fact that I currently live in Malaysia and handed the case over to their Singapore office.  I receive an email from their Singapore office with a quote including shipping.

3. 2010-04-16 (Fri)

I accept the quote after office hours so obviously nothing is going to happen until Monday.

4. 2010-04-19 (Mon)

Email confirming my order and mentioning that it will be shipped Tuesday.

5. 2010-04-20 (Tue)

I receive an email with a UPS tracking number.

At this time I went online on UPS web-site to check the status and at the same time I went through the feature that can calculate the time it will take.  This is the result:


In other words, since this was shipped to my private address, I decided to work from home on Wednesday (somewhat naive you might say - but in my world a guarantee is a guarantee).

6. 2010-04-20 2:16 UPS Tracker Update

Billing Information Received

7. 2010-04-20 17:01 UPS Tracker Update

Singapore Collection Scan

8. 2010-04-20 20:17 UPS Tracker Update

Origin Scan

9. 2010-04-20 21:47 UPS Tracker Update

Changi Departure Scan

10. 2010-04-21 3:41 UPS Tracker Update

Shenzhen Departure Scan

11. 2010-04-21 7:15 UPS Tracker Update

Sepang Arrival Scan

12. 2010-04-21

In other words - the parcel arrived and was scanned at the airport at 7:15 in the morning, so I still at this point expected to receive my parcel at the guaranteed time - in other words before the end of the day.  Nothing happened though - no updates on the tracker the whole day.

13. 2010-04-22 2:58 UPS Tracker Update

Shipment pending release from clearance agency

At this time the status changed to "exception" which indicates that this was not really expected.

At this time I should point out that it is really not to be expected.  Computer equipment of any kind carries no import duty or other taxes in Malaysia and each time I have ordered anything online using DHL or FedEX it has gone straight through without delay.

As mentioned earlier I am fully aware that this could be Malaysian customs creating the problem.  My complaint is not the delay but the treatment I received later from the customer service staff.

I expected a call from UPS explaining the situation but heard nothing the entire day.

14. 2010-04-22 Morning before lunch - first call to UPS

Since I had not heard anything from UPS I decide to speed things up by calling customer service myself.  I forgot to note the name of the person I spoke to but she promised to investigate what happened and she promised to get someone from the airport to call me.

15. 2010-04-22 Afternoon - email to shipper in Singapore

Wrote an email to the shipper in Singapore to ensure that they did in fact include my mobile number.  They wrote back half an hour later:

"UPS Malaysia will call you abt this shipment if they need further assistance."

16. 2010-04-22 17:00 second call to UPS - spoke to "Dila"

I explained the situation to her and explained that I was somewhat upset that nobody had called me from the airport as promised during the earlier call.  Dila promised me that she would mark the case as "urgent".  I requested to talk to her manager, who she identified as "Padmini", but she explained that Padmini "was not available".

17. 2010-04-23 11:30 third call to UPS - spoke to "Ani"

By this time I was getting somewhat tired of idle promises, so I decided to see if I could push through to her manager.  She identified the manager in charge as Miss Elaine - but explained that Miss Elaine was not in the office.  She did however promise personally to call the airport and check what was going on and she guaranteed again that I would receive a call "within 10 minutes".

18. 2010-04-23 14:00 forth call to UPS - spoke to "Farah"

This time I made it absolutely clear that I am perfectly able to read the tracking status by myself and my only concern was idle promises.  I insisted on speaking to Farah's manager.  She explained that Miss Elaine was on a 2 day conference so she was not available.

By this time I was starting to get a feeling that it simply was the manager that refused to talk to me, so I insisted.  At the end Farah transferred me - straight into Pat's voicemail.

19. 2010-04-23 14:10 fifth call to UPS - spoke to "Jacklyn" (spelling?)

Asked to be connected to Farah (who transferred me to voicemail).  I immediately got transferred to another voicemail account getting the message: "the person on extension 6026 does not subscribe to this service".  Then I got back to the start queue.

Finally got through to Jacklyn - who - promised to call back herself.

20. 2010-04-23 17:55 sixth call to UPS - spoke to "Chandra"

This one really beats them all.  Chandra asked for my tracking number, I gave it to her and she said: I need to read the case so I'll put you on hold.  I was on hold for 25 minutes before I hung up.  I know the office close at 18:00, so I can only assume Chandra decided it was time to go home and leave me on hold until the morning.

21. 2010-04-24 6:20 UPS Tracker Update


Now, why on earth didn't they do this two days before instead of Saturday where they have no deliveries.

22. 2010-04-24 8:53 first ever call FROM UPS - spoke to Kasturi

As I sort of expected, malaysian customs did not know what a PVR is, so Kasturi needed an explanation.  She also informed me that there's no deliveries on Saturday nor could I pick it up myself - so no possible delivery until Monday.

When pushed for a delivery today she was "very sorry" but she did say it was impossible to deliver on Saturday.  Reminds me of Avis slogan "We try harder".  I explained several times to Avis in the past, that I really couldn't care less how hard they try - what I care about is how they do.

The most interesting part was that she was pretty keen on giving me her phone number and inform me: "absolutely no need to call the head quarter any longer".  Guess someone in the head quarter did get tired of me.  Perhaps Chandra that left me hanging on hold.

Anyway - better give Chandra a call, after all I have been on hold since yesterday evening.

23. 2010-04-24 10:50 call to UPS - spoke to Ani (again - same girl as earlier)

Informed her that I was still on hold after Chandra left me the day before.  This time she actually insisted on talking to "senior level" - came back after a few minutes and promised me that Miss Manjeet would call me back by 11:15.  We'll see if that is going to happen.

24. 2010-04-24 11:10 call from Miss Manjeet (surprise!)

Ok - would appear that I finally after two days have caught their attention.  Explained the "half an hour on hold" situation and Miss Manjeet was: "speechless" (well - I guarantee that I am not and contrary to UPS guarantees my guarantees are exactly that).  She promised to investigate and get back later today.

25. 2010-04-24 11:54 call from Miss Manjeet

Informed me that she would try to get the parcel and deliver it personally later "today".  Personally I think the girl who left me on hold for half an hour should be doing that - but then again that's just me and I am sure she's busy enjoying her weekend (which started while I was waiting for her to get back to me).

26. 2010-04-24 12:00 - 13:00 Multiple Calls from Miss Manjeet and Kasturi

Around 12:00 I got a called that the item was cleared through customs, but there would be a tax of 75 Ringgit.  In other words - they declared this as a video recorder rather than what it is - a USB device.  Kasturi asked me to send an email with an image (no they do not have Internet connection as their system was "under maintenance") and I was urged to send it quickly since she was off at 13:00 (and I know what that means - they leave sharply come hell or high waters - or customers on hold).  I send an email from my mobile phone (since I was out for lunch at this hour) with an image showing this clearly but obviously I was too late.  Or rather - NO - I was not too late - UPS was too late.  If they had called me Wednesday there would not have been any issue.


Anyway - I just want my parcel right now.  Guess I am down 75 Ringgit due to UPS incompetence and I am fairly sure I will never ever get reimbursed that amount or indeed any of the shipping cost.  Best lesson learned - next time - use competent shipping agent.  If ONLY they bothered to give me a call earlier this would have been smooth sailing.

27. 2010-04-24 17:00 Personal Delivery by Ms Manjeet

Finally I managed to get my parcel.  Had to pay 77 Ringgit for customs.


First, let me give credit where credit is due.  Ms. Manjeet is so far the only person I have dealt with at UPS that was not full of idle promises and idle apologies.  I can't take it when people just automatically apologize on behalf of someone else.  If you fuck up - apologize - if someone else fuck up - do the best you can do to fix the situation and that is it.  And that is exactly what Ms. Manjeet did - just friendly professionalism all the way.

While this explains why Ms. Manjeet is a manager at UPS it does not in any way excuse the endless list of fuck-ups by every single other UPS staff I have been in touch with.  My parcel was 3 days delayed AND it cost me 77 Ringgit in customs - which I shouldn't have paid - only because of UPS incompetence and utter neglect.

I believe UPS owe me the following:

1. A full refund of all shipping cost - as per their own promises.  The parcel was late BEFORE it got delayed in customs.  I could suspect that they deliberately fucked up customs so that they could use that excuse.

2. A full refund of the customs fees.  If UPS had done their job I would not have had that expense.

3. A personal - face to face - apology from every single person who have lied to me (and that is basically every single person I have talked to at UPS except from the manager that delivered the parcel).  I will NOT accept a blanket apology "on behalf of someone else".

4. A written explanation from UPS management explaining HOW a customer can be left on hold for 25 minutes (would have been until next morning) while a customer service agent is checking a tracking status and what exactly has been the consequence for said service agent.

A final note is that it is completely incomprehensible that UPS at the airport does not have Internet access.  A simple Google search would have shown the true nature of the product I had purchased and that it was indeed not taxable in Malaysia.

28. 2010-04-25 Email from Ms. Manjeet

Received an email from Ms. Manjeet that she will look into my "claims" and while she can't promise any result she will get back to me.

To be continued (perhaps - we'll see - perhaps UPS is quite content leaving this asis).......

Update May. 2, 2010

Received the following email from Ms. Manjeet:

Dear Mr Lars:

Good day!

As promised, I got approval from our import team and we will refund duty taxes billed to your goodself.
It is already being processed and I will keep you updated.

As for the staff mentioned below, we have an internal process on disciplinary action to be taken & this will be followed.


Thanks,
Regards
Manjeet K Gill
CRG Team Lead
CSC SG/MY
Update July 12, 2010

Send email reminder to Ms. Manjeet since I still hadn't received the promised refund.

Update Sep. 1, 2010

UPS obviously never reacted on my reminder.

Meanwhile I received a parcel send by FedED - same kind of product.  Here's how it's done:


That's it - it didn't take them more than a few hours to get it through customs clearance.  THAT is how it's done - not the bloody amateurish approach by UPS.

7 comments:

  1. OMG, I am sitting here steaming as I await a overnight package that nobody can tell me where or when it will arrive, just supposedly by 7pm?? I just spoke to one of their non-helpful people on the phone and ended up hanging up on her. I paid $25 to get this parcel delivered by 3pm (as the website claims)only to be told that is only a guarantee for BUSINESSES, not residential. I work for the US Postal Service and we guarantee ALL express deliveries by 3pm no matter if it is business or residential. So because so many companies do not give their customers the choice of shipping companies, I will probably have to make an 8 hour drive tonite whenever this package finally arrives!!!!!! After reading your story, I doubt I will be able to get a refund on the wasted shipping costs I have incurred.

    ReplyDelete
  2. i had similar experience where my manufacturer from UK sent me annual new year's gift which are a FEW of manufacturer's diaries (as promotional materials to selected specialists/physicians). First, they sent me an invoice 2 days after the parcel arrived at KLIA (I've checked online after my manufacturer called me and asked whether I have received their parcel and this UPS didn't bother to call me!) saying that I had to pay tax of RM175. When i received the invoice, I've called their hotline number and asked why I were charged that amount, and they said the custom officer said it's taxable items. Then I told them, almost every year I received the similar parcel without the custom charging me the tax. And to satisfy myself, I've checked the custom code for 'promotional material' and it is clearly stated as non-taxable items (I've always keep the latest custom code CD) and also called the custom officer to clarify the matter. And they confirmed that it is non-taxable item and even give me the code. I've called again the UPS and they said they will get their staff to re-declare the parcel using the code that I've gave to them and will send the parcel at least by tomorrow (I've called them early in the morning)... 1 day - no news, 2 days - no news. On 3rd day (wednesday), i could not stand anymore and called them again about the status. The answer given was "we have not yet re-declare the parcel and would do it by today and will put it as urgent". I told them that they said the same thing on Monday and I'm supposed to get my parcel on Tuesday as promised and now it's Wednesday and nobody from their company even bother to call me about what had happened! They apologized again and again and promised to get it settled by Thursday. Thursday arrived, and i had a gut feeling that i would not get my parcel and true enough by 3pm nothing happened. So I've made another call. The girl who answered my call said that she will investigate the matter and her supervisor would call me. At 3.45pm, this supervisor/manager named Manjeet (sounds like that), called me and explained that my parcel is taxable item. And again I have explained from the beginning that it is not taxable item, that I've spoken to custom officer and even gave the UPS the custom code to re-declare and UPS supposed to re-declare on Monday, etc.... I asked her to check their computer system, for sure they have keyed in my complaints and problems as I've called not 2 or 3 times, but more than that! And she said she will investigate about the matter and will come call me back. At 5pm, she said the parcel has not yet be re-declared! I told them don't bother. I'm sure they would drag another week and I need my parcel by tomorrow (Friday). I will pay the tax but I asked them to make sure that the parcel should arrive at my office before 11.00AM as I would have to meet the specialists/physician at 2.30pm on Friday. Guess what? The parcel arrived at 2.15PM and I was already on the road to meet the physicians!

    ReplyDelete
  3. UPS CUSTOMER SERVICE SUCKS!!!!!!

    ReplyDelete
  4. You're sooo right! I have done this with UPS and FedEx and got immediate results. Corporate people handled my problems personally and I have to admit, it was nice to vent the anger at them also. Start at the top, not the bottom. These people make millions so tell them to put the golf clubs down and help a lowly regular working person.

    ReplyDelete
  5. See Website UPS SUCKS! UPS truck waiting for red light to change, pulled onto main road, stalled rolled back into my car still on side street waiting behind him 2 times and ran from the scene. Driver gave fake license, a liquor license appearing like the old MAss. Licenses. UPS uncooperative, denied everything and tried to claim I hit him with a Volvo. Pushed corner of fender under headlight in with step bumper. Took to MA registry. UPS guy came with lawyer who made a deal with the clerk where they gave a different new license. Cover up and fraud. My insurance Progressive sold out to Liberty Mutual and UPS. Division of Insurance and A.G, as well as Secretary of State along with Federal DOT had no records for UPS! Liberty Mutual Ins, Adjuster stated, "Don't shoot the messenger!" UPS keeps me busy every week with too many accidents because they will put anyone behind the wheel who can not drive to get the job done!" quote unquote.

    ReplyDelete
  6. In the past two weeks I have suffered through of the rude customer service people regarding two deliveries from purchases I made at Home Depot
    decorator division. I bought a chair on St. Patricks day and was told that because it was being shipped by regular shipping that it would come
    on March22. Well when I checked my email UPS showed the delivery for Tuesday between 9:00 am-7:00 pm, of course I waited all day and the chair never came so I called. Well to my surprise the customer service spoke to me as if I could not read and said that the date listed was incorrect.
    Rather than frustrate myself I signed up to track the package to get a better window for delivery on that Wednesday because I had a doctors appointment which I could not miss because of my kidney transplant. When I tracked the time of delivery it stated that it would come between
    3:30 and 7:00 pm. That did not happen it came at 12:00 noon. I called the customer service back and the chicago had the ups guy come back.
    I ordered three items from the same store again by phone but it was cheaper to order via the website. I got an email early this morning stating
    that the three item were going to be delivered. Only one came. I called again and the arrogant customer service man said that it was not ups fault it
    was the store because the other two items were not received by ups until today. Ups had a whole day to contact me by email or telephone
    to tell me the circumstance but they did not. Since one of your board members is from home depot your company should make sure that you
    try to improve your service. Im going to check in the morning but it is totally irresponsible to continue such lousy service.

    Please be assured that in order for me to get parcels on time I'd rather make arrangements with the usps or fedex at least I won't waste my time waiting and playing tag. Trust me just make sure that I get my other packages and I will delete your tracking service since its not used
    to give customers update. If you did not have all three packages you should have set delivery when all three were ready to be shipped.

    FIRST TIME ITS SHAME ON YOU, SECOND TIME SHAME ON ME FOR TRUSTING YOUR SERVICE!

    ReplyDelete
  7. 12-23-2012
    UPS

    I must send you many thanks!

    My Grandmother, whom is 82, had her house broken into last Thursday. She lost her TVs, wedding rings, and some of the Christmas presents she had gotten for our family Christmas. More than all that, she lost her sense of security.

    I ordered a security system for her on Amazon that night and opted for 1 day shipping. Due to the stormy winter weather up north, the package was delayed. I wanted my grandmother to feel safe being away from her home, so that she could continue to take care of her boyfriend whom is having heart problems and a recent stroke at his home. On Saturday the 22nd, I prayed that the package would arrive, but it would be delayed until 12/23/212. Our family Christmas was on the 22nd due to my husband working at the hospital for Christmas Eve and Christmas Day.

    I called a 7 am and spent 1.5 hours on the phone through uncaring, emotionless customer service reps to a disconnected phone call after waiting 30 minutes for a manager.

    When I finally got a hold of Rosanne, whom was very sweet and efficient, quickly got me to Kayla the Damage Supervisor, whom was also helpful, but I got disconnected from. Finally I called again and Shayla quickly and efficiently got me to Virginia (ID# 8AGD). She understood my frustration and wanted to help me out. She re-routed the package to my grandmother in Dallas so that she could get her security system and feel safe.

    There are so many things that happen in our lives that we get mad at and think are the end of the world. My grandmother means the world to me, and Shayla, Rosanne and Virginia stepped in to make sure my grandmother would be safe and happy!

    Thank you so much
    Sincerely

    Erinn Bryant

    ReplyDelete