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UPS - What a Fiasco
Thursday, June 17, 2010 at 2:10PM I DON'T BELIEVE THIS . . . it is 1:45 p.m. and I just got off the phone with Kedija at UPS central dispatch. Guess what, they can't find the MacBook I ordered!
Kedija called at 12:00 noon to say that she was paging all the drivers in the area to see who had it on their truck. Apparently, it hasn't been loaded on any truck. In fact, as of 1:45 P.M. nobody at UPS knows where it is. Kejita can't handle tracing the shipment. She tells me I have to phone customer service again (fifth call in two days) to put a trace on it.
Okay, so I oblige and speak with Jeff ("You're right Boyd. We haven't done our job.") who tells me the only one who can ask for a trace of a shipment is the shipper -- Apple. Even though I have paid for the MacBook and have had various people waiting at home for the package, UPS won't do anything for me. I asked to speak with Kim, the supervisor I spoke with yesterday, but once again she isn't at her desk. (She was on coffee break when I asked to speak with her this morning, and she didn't call back.)
Now I am on hold waiting to speak with an Apple customer service person. With any luck, they will let me cancel the order, give me my money back, and let me go to an Apple store to pick one up.
We'll see . . . although I have been on hold for 15 minutes with Apple. If this all seems too absurd to be real, you're wrong. It is happening now.
Reader Comments (3)
Urequited macbook love, a tragedy of the greatest magnitude. Our thoughts are with you .
I thought UPS with its tracking numbers was just a fine shipper till I was waiting for a parcel myself earlier this year. Despite the postal code being correct (which should have enabled delivery), the fact that the shipper had written St. instead of Av. made it 'impossible' for UPS to actually deliver to my address. I kept trying to arrange delivery, calling in with my tracking number and getting the info corrected on their computers, giving my home and cell numbers. They kept saying they'd called me when I hadn't received any calls - it went on and on. Finally I set out to just pick the damned parcel up (not pleased because it was a box of 33 books weighing more than 40 pounds). Local UPS office doesn't publish its phone number and was hidden away in the midst of an industrial area. It's not, as I discovered when I finally got there, that they don't HAVE phones in the office - they just won't give out the number so people can find the place. Oh - and as to why they hadn't called me - someone at UPS had written my phone number down incorrectly even though the right number had been provided - both by the shipper and several times by me. It was a nightmare that spanned the course of an entire business week. And I was not at all amused.
My saga has ended with handing over the battle to Apple, which met its 48 hour "trace" deadline and is sending me a refund so I can buy one in person at the Apple store. It seems that no one at UPS is empowered to make a decision or to take personal responsibility for solving a problem. Sorry to hear about your books . . . I know how much you love them.