Last week, I had my grandma send me her iMac in exchange for a Dell (she didn’t like the Mac). She sent the iMac through UPS, with instructions for the package to be held at the UPS facility. Note the TO BE HELD part, which you have to pay extra for, btw. The package requires a signature, and since I’m not home during the day, I want to pick it up myself before work. So you’d expect UPS to be reliable…not even close.
For two days, I visited the UPS facility to pick up my package, only to discover that it’s on a truck for delivery each time. Despite promises from facility staff, phone reps, and customer care, they dropped the ball several times – for something they were PAID extra for! How hard is it to KEEP a package at a facility?! Forget about the adage “you get what you pay for”. I had to resort to stalking the UPS driver in order to claim my package, which should never have happened!
Does your business claim superior service? How do you know? Can you back it up? You need to be absolutely sure that your marketing claims are present at every step of your operation. It only takes one mess up to torpedo your image. In this case, I lost all trust with UPS’s claims of reliable delivery. Don’t let this be your company.
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