Monday August 29, 2011
Sharla called in the morning to inform me that she spoke with the financial department and she was informed that a cheque had already been sent out. She requested that I check with Penny to verify if it had been cashed yet. I informed her that Penny was currently in with a patient and that I could check when she was done.
I talked to Penny, and she said she had cashed the cheque while I was away. I called Sharla to inform her, but got her voicemail. I left a message stating that Penny did get the cheque and cashed it, and asked that Sharla call me back to make sure she got my message. Less than an hour, she called back to say that she did get my message, and to again apologize for everything that happened. I thanked her for her help, and hung up.
What I Learned
1. Keep track of everything along the way, especially the names of the people you talk with. If you have to get them to spell their names out, do it. Ask for a badge or employee ID number if they will give it to you.
2. Stay calm when explaining frustrating situations to those you are corresponding with. Adding in needless anger in your voice/emails will only leave the person on the other end not wanting to help you.
3. Ask questions constantly, even if you feel like you’re being a “pest”. The job of a customer service representative is to help you with what you need. Even if you have to call/email several times a day, do it. You won’t slip through their cracks if you’re hounding them.
What I Learned About UPS
I had never used UPS before this incident, so whether this misfortune is just a fluke, or something that occurs quite often, I don’t know for sure. There are, however, a lot of complaints on forums, etc. about the poor service that people have received from them. Below, I have listed a few that I found:
UPS Complaints – The Truth About UPS
UPS Expedited Shipping Fails (more links to complaints at bottom)
UPS Complaints on Complaint Now
Consumer Affairs UPS Complaints (tons of complaints dating back to 2006)
From my experience, it is clear to me that UPS lacks proper communication between different departments. They also do not care about proper customer service. This whole situation could have been cleared up much sooner if the person I spoke to first had taken my valid complaint seriously. It is also quite clear that had I not hounded UPS, and then eventually (apparently) scared them with the fact that everything was documented, I never would have received a refund.
Have a bad customer service story about UPS? Email me at j35j4ck50n@gmail.com.
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