topic UPS New Customer Service in Community Chat

UPS New Customer Service

PickyPicky3 — Thu, 21 Apr 2022 18:10:30 GMT

I mentioned in another thread that UPS customer service is now done by an overseas call center. I just spent an hour dealing with an issue with them and was transferred 11 times (!!) without having my problem resolved. Because this affects almost all of us, an official alert is a good idea.

This must be the same overseas call center company T-Mobile uses. Employees are polite and seem anxious to help, but nothing gets done. Either you are told your problem will resolve within 24 hours (and it doesn't), or you get transferred, or hung up on if you ask a difficult question ( I asked the name and country of the call center company). It's as if employees are trained to divert rather than solve problems. To not think.

Specifically, I renewed my MyChoice Premium and it was charged to my credit card but it did not go through the UPS system. It wouldn't work. The call center could neither fix the problem nor refund my money. I was forced to alert my bank.

What a shame. I can't believe this will save UPS money.

Re: UPS New Customer Service

Kachina624 — Thu, 21 Apr 2022 18:22:31 GMT

UPS is on a slippery slope and going downhill fast. I can't even get a package from the QVC warehouse in California delivered without an up to 7-day delay at an UPS facility in Arizona. I hope I never have to call them as I've exhausted my patience with non-English speaking CS reps.

Re: UPS New Customer Service

Sooner — Thu, 21 Apr 2022 18:50:47 GMT

I have had too many dealings in the last few weeks with UPS "lack of customer service" group. They can't understand a thing you are telling them, and apparently it wouldn't matter if they could. It wouldn't do any good.

They started, for nothing I did, shipping my packages to a CVS access point and I refused to go get them. ONE finally got delivered, another FINALLY sent back after many unproductive chats with customer service, while another sat at CVS for more than a month then arrived battered and beaten to my house, whereby I had it picked up and sent back to Macys--who had already refunded me!

UPS has not a rodent's furry backside idea what they are doing any more, and the driver here could care less. I suspect he was the one sending to CVS. We got "not a home" (a lie) notes a few times recently from UPS.

And last week the new postal millennial stopped at the mailbox and drove on. I knew I had a to-sign-for package on the truck, chased her down and she had left a "nobody at home to sign for" form IN our box and we saw her at the box. She looked at me like "tough" when I asked her about it. Lucky us! We have had superb carriers until now.

Re: UPS New Customer Service

Sooner — Thu, 21 Apr 2022 18:54:50 GMT

An added thought: How come if people in this country are out of work, companies are hiring people who can't understand a word we say and could care less around the world?

Seems somebody in a prominent position should look into this. This is stupid. We are getting to where we can't get anything or anybody to work! There IS a solution to this if somebody would step up. . .

Re: UPS New Customer Service

Spurt — Thu, 21 Apr 2022 19:51:23 GMT

@PickyPicky3 wrote:
I mentioned in another thread that UPS customer service is now done by an overseas call center. I just spent an hour dealing with an issue with them and was transferred 11 times (!!) without having my problem resolved. Because this affects almost all of us, an official alert is a good idea.

This must be the same overseas call center company T-Mobile uses. Employees are polite and seem anxious to help, but nothing gets done. Either you are told your problem will resolve within 24 hours (and it doesn't), or you get transferred, or hung up on if you ask a difficult question ( I asked the name and country of the call center company). It's as if employees are trained to divert rather than solve problems. To not think.

Specifically, I renewed my MyChoice Premium and it was charged to my credit card but it did not go through the UPS system. It wouldn't work. The call center could neither fix the problem nor refund my money. I was forced to alert my bank.

What a shame. I can't believe this will save UPS money.

@PickyPicky3 @Sooner @Kachina624

I experienced the same run around for several packages....and the overseas employee I spoke was downright rude, I was polite yet firm...And yes I was transferred around when I asked for a Supervisor.... Even if you call their U.S. Headquarters and talk to an English speaking Supervisor in the U.S. in Atlanta, Georgia...all they do is say they will get back with you which they never do...

All they did was make excuses---

1. My residence may be hard to find---I countered funny how Petco, Pizza Hut, Instacart, and Amazon have no problem finding it...Buildings are clearly marked!

2. Or well they delivered to the address---not true not to my unit number which was clearly indicated shown on the shipping label and front door delivery requested on UPS Premium Choice! Our Condo Mail Center has no unit code! ....

3. Well I dont have a phone number to follow up for your area on driver delivery (can you believe a billion dollar company doesnt have a database with UPS Regional phone numbers...)

4. Get a refund from the vendor ---I countered WHY the vendor did nothing wrong it was YOUR UPS DRIVER that didnt follow directions and now UPS wont accept responsibility! I paid EXTRA for FRONT DOOR DELIVERY and didnt get it!🙄

5. Oh we cant do anything now its been over a week--I submitted a complaint right away---UPS YOU DRAGGED YOUR FEET!

Re: UPS New Customer Service

Spurt — Thu, 21 Apr 2022 19:48:38 GMT

@Sooner wrote:
I have had too many dealings in the last few weeks with UPS "lack of customer service" group. They can't understand a thing you are telling them, and apparently it wouldn't matter if they could. It wouldn't do any good.

They started, for nothing I did, shipping my packages to a CVS access point and I refused to go get them. ONE finally got delivered, another FINALLY sent back after many unproductive chats with customer service, while another sat at CVS for more than a month then arrived battered and beaten to my house, whereby I had it picked up and sent back to Macys--who had already refunded me!

UPS has not a rodent's furry backside idea what they are doing any more, and the driver here could care less. I suspect he was the one sending to CVS. We got "not a home" (a lie) notes a few times recently from UPS.

And last week the new postal millennial stopped at the mailbox and drove on. I knew I had a to-sign-for package on the truck, chased her down and she had left a "nobody at home to sign for" form IN our box and we saw her at the box. She looked at me like "tough" when I asked her about it. Lucky us! We have had superb carriers until now.

@Sooner

I got the excuse "not at home", gee I work from home!!!!, and besides on their website I have an electronic signature so they can leave all packages and dont have to wait for someone in person to sign for it!

Yep, like us, in the past UPS was the best, but now you almost wish for Fed Ex or USPS..its gotten that bad and they are pretty bad!!🙄

What I cant understand I can see them driving around our Condo Complex in their brown truck, so why are they delivering just some packages to front doors but not others....??? And you cant say its the pandemic, this poor service started before the pandemic, you cant say because more people are ordering online...some drivers even complain about too much "down time"....so whats their problem....????? I think its these drivers that are lazy and are being creative so they can finish up their work shift fast and go home EARLY!

And during the height of COVID when our Condo Mail Center was officially CLOSED and deliveries STOPPED and all delivery services were notified and a notice was even posted on the door---the woman that worked in the Condo Office said UPS would dump packages in front of the door anyway---ignoring the notice!

Re: UPS New Customer Service

Sooner — Thu, 21 Apr 2022 20:07:49 GMT

@Spurt You've got it! Our little neighborhood is on the last leg of the route. We've never gotten packages from UPS before about 6 p.m. since we've moved here.

In the last month or so we see the truck shoot by the house about 6:45 or a little later and no package for us although it is on the website being on the truck for delivery.

So we only get stuff if he has time after the commercial routes. A half mile north of us on another route, there's a UPS truck delivering all day. And all of us are the same distance from the commercial places a couple miles away. I know all this from when you can track the truck live!

FedEx? Up and down our street all day, delivering. Who knew? FedEx!!!

Re: UPS New Customer Service

pieman — Thu, 21 Apr 2022 20:10:26 GMT

Twice this week I had problems with UPS, they said a picture I ordered from here was too heavy, it is 6 lbs, a canvas print. so they refused it and returned it back to QVC.

Second, I ordered a few bottles of cough syrup from a store. 1 AM the box was founs outside our door, UPS left it damaged, and opened...

So I called today and complained,

I had to take pictures send them to UPS, guess they didn't believe me.

Now I get an email to just toss them out, they don't want them, and have refunded my original payment.

Getting tired of these diva drivers doing their jobs half a$$//

Never a problem with Fed-X

They ring your doorbell and take a snapshot when delievered .

Have a good weekend everyone...

Re: UPS New Customer Service

Kachina624 — Thu, 21 Apr 2022 20:42:28 GMT

@Sooner I had a pink slip I signed and asked for redelivery (I too was home) and the carrier just left it in the box, refusing to pick it up for several days. I saw him coming down the other side of the street, took the slip and went after him. He saw me in his rear view mirror and sped up so I couldn't catch him.

Its a good thing because if I'd caught him, there would have been a murder on my record. I was never so angry.

Re: UPS New Customer Service

Foxxee — Thu, 21 Apr 2022 22:40:05 GMT

Why all these companies transferring their CS to foreign countries ....mostly India, is because they accept much lower wages.

IMO, cheapskate American companies should move to a foreign country if they don't want to support American workers. See how they like it there, particularly under a Communist regime like China. I wouldn't let them return either.

Re: UPS New Customer Service

Meowingkitty — Thu, 21 Apr 2022 21:30:26 GMT

I have a package that was supposed to be delivered on April 9th (not from QVC) and it went on the truck for delivery and bam now it's lost and they can't find it. I have had an open trouble ticket with them and neither the vendor nor I can get it resolved. UPS just keeps saying they think they can still find it.

Re: UPS New Customer Service

Meowingkitty — Thu, 21 Apr 2022 21:33:41 GMT

@Sooner wrote:
An added thought: How come if people in this country are out of work, companies are hiring people who can't understand a word we say and could care less around the world?

Seems somebody in a prominent position should look into this. This is stupid. We are getting to where we can't get anything or anybody to work! There IS a solution to this if somebody would step up. . .

Because other countries pay a lot less than we do and the people are happy to have it. What they get paid is a kings ransom over there whereas if you offered that same amount to someone over here they would laugh.

Re: UPS New Customer Service

PickyPicky3 — Thu, 21 Apr 2022 22:53:50 GMT

The length of a UPS driver's workday is however long it takes to deliver the packages on his route. Once UPS approves the decision to have an ineffective customer service, there's little incentive for drivers to make sure each delivery is done right. This can only result in a downward spiral for everyone involved. (Except senior management whose contracts maintain their outrageous salaries even as the company slides.)

Re: UPS New Customer Service

Spurt — Thu, 21 Apr 2022 23:10:14 GMT

@PickyPicky3 wrote:
The length of a UPS driver's workday is however long it takes to deliver the packages on his route. Once UPS approves the decision to have an ineffective customer service, there's little incentive for drivers to make sure each delivery is done right. This can only result in a downward spiral for everyone involved. (Except senior management whose contracts maintain their outrageous salaries even as the company slides.)

@PickyPicky3

That's why packages are dumped off willynilly---employees could care less about their customers---but we are gonna get the last laugh when the end up going out of business.....many companies that thought they were "king of the hill" are no more because of this attitude....

Re: UPS New Customer Service

Sooner — Fri, 22 Apr 2022 01:02:00 GMT

@Kachina624 wrote:

@Sooner I had a pink slip I signed and asked for redelivery (I too was home) and the carrier just left it in the box, refusing to pick it up for several days. I saw him coming down the other side of the street, took the slip and went after him. He saw me in his rear view mirror and sped up so I couldn't catch him.

Its a good thing because if I'd caught him, there would have been a murder on my record. I was never so angry.

@Kachina624 It's crazy now how people just won't do their jobs. I was stupid I guess because I thought I had to make a living. . . who knew? That is just awful!

Re: UPS New Customer Service

Duckncover — Fri, 22 Apr 2022 03:58:21 GMT

People here can make ten times as much sitting at home and not working than what CS workers are paid on a far away island. It is maddening that they don't even care enough to hire people who can speak basic English. I get tired of spelling my five-letter last name a dozen times just to get to speak to yet another person who asks me to do it all over again.

Re: UPS New Customer Service

qvcaddition — Fri, 22 Apr 2022 07:35:22 GMT

My QVC Pkg. Arrived today, box smashed, set and have opened. Fortunely everything inside ok. It was all glass bottles.

Re: UPS New Customer Service

Isobel Archer — Fri, 22 Apr 2022 13:11:47 GMT

Skinner had it right. You get what you reinforce. It's true with crime and with lack of customer service. No big surprise.

Re: UPS New Customer Service

KatieB — Fri, 22 Apr 2022 14:06:05 GMT

@Kachina624 wrote:
UPS is on a slippery slope and going downhill fast. I can't even get a package from the QVC warehouse in California delivered without an up to 7-day delay at an UPS facility in Arizona. I hope I never have to call them as I've exhausted my patience with non-English speaking CS reps.

I've never had any problem with UPS and I've been a QVC customer for about 25 years. In fact, I think my packages are delivered faster than I would expect. I think they do an excellent job overall. They are hard-workers and work on week-ends.

Re: UPS New Customer Service

KatieB — Fri, 22 Apr 2022 14:13:04 GMT

@qvcaddition wrote:
My QVC Pkg. Arrived today, box smashed, set and have opened. Fortunely everything inside ok. It was all glass bottles.

@qvcaddition I had a package delivered like that too. But it was certainly not UPS's fault. It was the way QVC chose to package the items. QVC decided to package two orders in one huge, huge, huge box. A box that would be large enough to hold a human child. No packaging material in the box. So the smaller boxes just moved around in the large box. The box was barely taped up. When I received the box it was pretty beat up and partially opened for that reason.

I'm pretty sure that UPS didn't package QVC's merchandise for shipment.