My story starts at about 8:30 am on Friday, April 22 when I checked the status of a package shipped via UPS. The tracking info was as follows
Apr 22, 2005
6:54 A.M. WATERTOWN, MA, US OUT FOR DELIVERY
5:08 A.M. WATERTOWN, MA, US OUT FOR DELIVERY
5:01 A.M. WATERTOWN, MA, US ARRIVAL SCAN
3:12 A.M. HARTFORD, CT, US DEPARTURE SCAN
Apr 21, 2005
11:33 P.M. HARTFORD, CT, US ARRIVAL SCAN
9:28 P.M. MASPETH, NY, US DEPARTURE SCAN
7:28 P.M. US BILLING INFORMATION RECEIVED
6:52 P.M. MASPETH, NY, US ORIGIN SCAN
Just past 7pm, when according to UPS drivers have made all their deliveries I called PICK-UPS to determine the status of my package. I was told by this rep that he determined that the package was on the truck for delievery and to wait until 7:30p and if the package had not yet been delivered, to return the call.
Just past 7:30p I call back, am told the package is still out for delivery, that this rep could not determine if that package was on a truck and that delivery is possible until midnight. Not believing this is possible I ask for a supervisor. The rep tells me a supervisor would only tell me the same, and continues to stall until I again press for a supervisor, I am put on hold for several minutes, the same rep returns and tell me she has authorization to call my local distribution center. After several more minutes of waiting, she returns to tell me the driver has returned the truck and gone home for the day.
Again I ask for a supervisor. More stalling. More minutes on hold. I get a supervisor, I ask if they know the status of my package. More hold. She calls the distribution center, returns to tell me that no one is now answering the phone, but promises I will be called by the manager of the local distribution center by 9am on Monday. She also explains that the tracking info posted does not mean that the package is actually on the truck, on the right truck, or still in the distribution center.
Saturday morning I check the website again and see the following addition to the tracking information:
Apr 22, 2005
8:06 P.M. WATERTOWN, MA, US DESTINATION SCAN
I email and call to find out exactly what that means. The email response is:
A Destination Scan is when a package is scanned at the Destination center that processes a package Out for Delivery.
Our system indicates that your concerns have already been forwarded your to your local UPS Delivery Center for further assistance. You may expect to be contacted by 10:00 a.m. on, 04/25/05. If we may assist you in the future, please feel free to contact us.
Monday morning 9a and 10a passes and there is no call. I call and speak to a rep (whose only responses are that I have to contact the shipper, even though this package was accepted by UPS, and to apologize), a supervisor (who can only quote the tracking info), a manager (who is determined to not give any more information than anyone else already has), and finally someone (contacted by the previous supervisor) at the local distribution center, who refuses to determine the status of the package for 10 minutes and only then asks for the tracking number. She continues to refuse to make any attempt to make good on this situation, and finally relents to contact the driver, determine IF the package is on the truck (at the drivers convenience), and when the driver might be in my area to make the delivery. She says she will call back.
After an hour I do not hear back and call PICK UPS again, this supervisor contacts the assistant manager of the distribution center, who assures her he will contact all trucks in and around the area to determine if the package is on a truck, and when the earliest delivery will be, and call me directly with this information. More than an hour has now passed and I have yet to receive a call.
Apr 22, 2005
6:54 A.M. WATERTOWN, MA, US OUT FOR DELIVERY
5:08 A.M. WATERTOWN, MA, US OUT FOR DELIVERY
5:01 A.M. WATERTOWN, MA, US ARRIVAL SCAN
3:12 A.M. HARTFORD, CT, US DEPARTURE SCAN
Apr 21, 2005
11:33 P.M. HARTFORD, CT, US ARRIVAL SCAN
9:28 P.M. MASPETH, NY, US DEPARTURE SCAN
7:28 P.M. US BILLING INFORMATION RECEIVED
6:52 P.M. MASPETH, NY, US ORIGIN SCAN
Just past 7pm, when according to UPS drivers have made all their deliveries I called PICK-UPS to determine the status of my package. I was told by this rep that he determined that the package was on the truck for delievery and to wait until 7:30p and if the package had not yet been delivered, to return the call.
Just past 7:30p I call back, am told the package is still out for delivery, that this rep could not determine if that package was on a truck and that delivery is possible until midnight. Not believing this is possible I ask for a supervisor. The rep tells me a supervisor would only tell me the same, and continues to stall until I again press for a supervisor, I am put on hold for several minutes, the same rep returns and tell me she has authorization to call my local distribution center. After several more minutes of waiting, she returns to tell me the driver has returned the truck and gone home for the day.
Again I ask for a supervisor. More stalling. More minutes on hold. I get a supervisor, I ask if they know the status of my package. More hold. She calls the distribution center, returns to tell me that no one is now answering the phone, but promises I will be called by the manager of the local distribution center by 9am on Monday. She also explains that the tracking info posted does not mean that the package is actually on the truck, on the right truck, or still in the distribution center.
Saturday morning I check the website again and see the following addition to the tracking information:
Apr 22, 2005
8:06 P.M. WATERTOWN, MA, US DESTINATION SCAN
I email and call to find out exactly what that means. The email response is:
A Destination Scan is when a package is scanned at the Destination center that processes a package Out for Delivery.
Our system indicates that your concerns have already been forwarded your to your local UPS Delivery Center for further assistance. You may expect to be contacted by 10:00 a.m. on, 04/25/05. If we may assist you in the future, please feel free to contact us.
Monday morning 9a and 10a passes and there is no call. I call and speak to a rep (whose only responses are that I have to contact the shipper, even though this package was accepted by UPS, and to apologize), a supervisor (who can only quote the tracking info), a manager (who is determined to not give any more information than anyone else already has), and finally someone (contacted by the previous supervisor) at the local distribution center, who refuses to determine the status of the package for 10 minutes and only then asks for the tracking number. She continues to refuse to make any attempt to make good on this situation, and finally relents to contact the driver, determine IF the package is on the truck (at the drivers convenience), and when the driver might be in my area to make the delivery. She says she will call back.
After an hour I do not hear back and call PICK UPS again, this supervisor contacts the assistant manager of the distribution center, who assures her he will contact all trucks in and around the area to determine if the package is on a truck, and when the earliest delivery will be, and call me directly with this information. More than an hour has now passed and I have yet to receive a call.
