[scottw]

It was a UPS failure, yes, but this was in the late 90s when the UPS industry wasn't as robust as it is now. Competency is what you get when you learn from your incompetency. We learned something valuable from it (and our UPS people did too).

I also learned to cut people (and some companies) a little slack when I've been down the road they're on. We had a lot of customers who didn't cut us any slack, took their refund and left, which was their prerogative to do so, but found out for themselves that no company has 100% uptime (many came back, lucky for us).