| True. However, I feel that UPS has the customer obsession factor that other 100 year old companies don’t. Sadly UPS customers aren't the people receiving the packages. I've never dealt with a company that makes it as hard to interact with a real human being as UPS. Not even banks, government agencies, etc. come close. This wouldn't be a problem, but every time UPS screws up it's a colossal effort to get UPS to correct their mistakes. UPS routes my package from the regional distribution center in the Bay Area to Massachusetts on a same day flight? Great, it's going to take ANOTHER WEEK to get my package because UPS doesn't guarantee delivery time on ground shipments even when UPS is 100% at fault. UPS delivers my package to the wrong address (different than above, different hub)? Yeah that only took like 2-3 hours of wading through overseas call centers where they kept claiming the package was left on at my front door before they realized they sent out a rookie driver who couldn't read house numbers. Unfortunately once you wade through the IVR you're routed to customer service people who are programmed to tell you whatever they can to get you off the phone. UPS has a "signature required" package that I've been waiting all day for (they keep sending invalid "My Choice" verification information so I have no idea when I'll be blessed with a delivery)? Driver just lobs it at the door without even bothering to ring the doorbell. I have one address that I receive packages at sometimes, it's about a 15 minute drive from a distribution center but for reasons unknown they route packages from the distribution center in a different county about an hour away. This means packages arrive at unpredictable times and if I miss a delivery or they screw it up, I've got to go well out of my way to sort it out. UPS may be obsessive about something, but from my POV it's not delivering packages. More likely cost reduction is their main concern. |