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Gaffer Variety:
UPS Screwup 026:
By Willie Gaffer:
February 6, 2006:
A bit of advice. If you decide to send a letter of complaint to some bigshot, be sure to send it cerified mail, receipt requested. Doing that puts them in a box. If someone signs for it, you have a receipt and they cannot deny it later. If they refuse to accept it, you have a tacit confession. Either way, they are trapped. The cost, less than five bucks, is really trivial when you consider the power of it.
Also, you can post it on your website when they don't respond.
That is what I am doing with this letter to UPS. They accepted
the letter, but chose to not respond. Perhaps they figured, so
what? What is this one guy out there going to do? How can he hurt
us? You decide. Here is the letter.
Director of Operations:
UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
Dear Person:
Herein is a formal complaint against UPS from myself, William E. Steinman. Here are the particulars of my complaint.
I recently ordered two different packages of merchandise from two different vendors on the internet. The packages were to be delivered to my home by UPS. One of the packages had a tracking number which I monitored on the internet.
Here is the record of that package:
A this point I had to remove the tracking record from this posting. The reason is UPS does not want to be shown up for what they are. The tracking record reveals that they lied about the delivery. Here is their notice that I cannot show yo how incompetent they are.
NOTICE: UPS authorizes you to use UPS tracking systems solely to track shipments tendered by or for you to UPS for delivery and for no other purpose. Any other use of UPS tracking systems and information is strictly prohibited.
So, I will not show you the tracking record. It does not matter. Here is the rest of the letter without the UPS tracking record.
The main thing to notice in this record is the statement that the package was delivered to my porch on Dec 2, 2005 at 8:20 P.M.
That, I have discovered, can only be characterized as a deliberate lie. When I made the final check on that tracking record on December 3, 2005 I carefully checked my porch and the area all around my home. There was no package nearby. It had not been delivered to my porch.
Later that day, my wife discovered, quite by accident, the reason the package was not on my porch. When she went out to go shopping, she discovered both packages sitting beside my private driveway (road) about 1/4 mile from my home. They had been dumped in the snow beside my driveway about 100 feet from the main road (Groveland Road) in full view of any passing traffic. Anyone could have noticed them and picked them up. The fact that my wife found them, instead of a thief, is simply due to coincidence. The fact that the exposure had not caused damage to the merchandise is also due to coincidence.
My driveway is about 1/4 mile long. I pay a contractor a considerable sum of money to make sure my driveway is clear of snow in the winter. He does a very good job of that. We, our visitors, and delivery people have no problem getting in and out. I say this to undercut the next lie your driver will probably tell if questioned, namely that snow prevented him from doing his job. The plain truth is, he just dumped our merchandise on the side of my private road and hoped for the best. He also hoped we would not know how to complain about it. He was wrong. What he did was unethical, but is getting more and more typical of workers today.
I had to take most of my business away from the USPS for similar kinds of bad behavior. I had hoped for better behavior from you. Now I find myself in the same situation. In spite of you televison hype ads, I cannot depend on you to do what you contract to do. My only option is to seek another carrier.
I don't expect you to do anything about this complaint. My experience with major corporations like yours is very consistent. The three most possible scenarios are, no response at all, a buck down, or a con artist phone call. The most common is no response at all which happens about 90 percent of the time. The buck down, about 5 percent of the time, is where the bigshot bucks the complaint down to the person who caused the problem pretending that it will be handled. This has always produced a bizarre rationalization from the culprit with no attempt to correct anything. The con artist phone call is where a trained specialist in simple psychology calls and tries to con the victim out of the complaint. I will await what you do with humor.
If you wish to communicate with me, there is only one way acceptable. That is with a written response above your signature under a UPS letterhead. Because of similar problems with USPS, my mailing address is different than my shipping address. The mailing address is:
Willie Gaffer
P O Box 656
Ortonville, MI 48462.
Even if you manage to find my phone number, I will not accept a phone call from you. My experience with large corporation's statements made by phone is they are simply unreliable.
Regards:
Willie Gaffer:
As I said, UPS chose to not respond to my complaint. That's okay. They will not get another pennies worth of business from me, ever. I wonder if this bigshot realized when he ignored my complaint that he was also discarding the business of Wesoomi Publishing. Do you suppose he knew that? Do you suppose his response would have been different if he had known that? I don't.
UPS is another of those outfits who have gone from a service model of operation to a hype model of operation. They are now sponsoring football games. When a company starts putting millions of bucks into hype, you got to know service will decline. They have this big hype statement. What can Brown do for you? They also say they are "The most reliable color on earth. UPS Brown." Yeah right!
Advertising hype does not get it when you don't deliver the
goods.
"What can Brown do for you?" What can Brown do to You?
Nothing thank you!
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