One day at work, the phone rang, as it has a habit of doing quite often. I picked up the receiver, thanked them for calling as I always do, and asked how I could help them. The person that answered spoke so quickly that I didn’t catch their name or where they were calling from. I politely asked them to repeat themselves. After a loud sigh, she repeated, “This is Erin from Site Dudes.”
Friday, September 23, 2011
Monday, September 19, 2011
UPS - A Battle of Epic Proportions – The Conclusion
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.
UPS - A Battle of Epic Proportions – Week Nine
Thursday August 25, 2011 (over 2 months since I initially requested a refund)
Due to a death in my family, I was away from work Mon-Wed of this week. I came back to the following email, which was sent the morning of Monday August 22nd:
Dear Jessica,
Thank you for your question.
Our records indicate that your inquiry was forwarded to our Finance and Accounting Department for resolution on 08/19/11. Our system shows that they are currently reviewing the request. You can expect a call by the end of the business day on 08/22/11.
We hope this information is helpful.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
Thank you for your question.
Our records indicate that your inquiry was forwarded to our Finance and Accounting Department for resolution on 08/19/11. Our system shows that they are currently reviewing the request. You can expect a call by the end of the business day on 08/22/11.
We hope this information is helpful.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
UPS - A Battle of Epic Proportions – Week Eight
Monday August 8, 2011
Returning from two weeks of vacation, I found this email from Norah waiting for me (dated July 25):
Dear Jessica,
Thank you for your follow up inquiry.
All documentation has been printed and the proper signatures have been obtained. The refund request may take approximately 1-2 weeks for finalization.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
Thank you for your follow up inquiry.
All documentation has been printed and the proper signatures have been obtained. The refund request may take approximately 1-2 weeks for finalization.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
UPS - A Battle of Epic Proportions – Week Five
Monday July 18, 2011
There was still no reply to my email, so I sent Melissa another email asking if this long of a delay was normal. I received the following email from a “Norah M”:
Dear Jessica,
Thank you for your patience.
Please forward the following information so that we may forward a message to our Finance and Accounting Department further assistance:
- Your telephone number
- Your complete address
- Your company name and contact name
Once this information is received, we will enter a message on your behalf and you will be contacted the next business day.
I apologize for the delay in our response.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
There was still no reply to my email, so I sent Melissa another email asking if this long of a delay was normal. I received the following email from a “Norah M”:
Dear Jessica,
Thank you for your patience.
Please forward the following information so that we may forward a message to our Finance and Accounting Department further assistance:
- Your telephone number
- Your complete address
- Your company name and contact name
Once this information is received, we will enter a message on your behalf and you will be contacted the next business day.
I apologize for the delay in our response.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
UPS - A Battle of Epic Proportions – Week Four
Monday July 11, 2011
I received the following email from Melissa mid-day:
Dear Jessica,
Thank you for your patience.
We have not yet generated the billing for your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/15/11.
I apologize for the delay in resolving this matter.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I received the following email from Melissa mid-day:
Dear Jessica,
Thank you for your patience.
We have not yet generated the billing for your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/15/11.
I apologize for the delay in resolving this matter.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
UPS - A Battle of Epic Proportions – Week Two and Three
Thus began the following weeks of waiting for replies and updates.
Wednesday June 29, 2011
I received the following email from Melissa:
Dear Jessica,
Thank you for your patience.
Unfortunately, I am still waiting for the billing information regarding your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/05/11.
I sincerely apologize for the delay in resolving this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I received the following email from Melissa:
Dear Jessica,
Thank you for your patience.
Unfortunately, I am still waiting for the billing information regarding your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/05/11.
I sincerely apologize for the delay in resolving this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
Tuesday July 5, 2011
By the end of the business day, I had heard nothing from Melissa, so I sent an email inquiring about an update.
Wednesday July 6, 2011
I came into the office to find the following email from Melissa:
Dear Jessica,
Thank you for your patience with this issue.
Unfortunately, the billing information has not been key entered in our system. I will continue to monitor the system and send you an update by 5:00 PM on 07/11/11.
I sincerely apologize for the delay in finalizing this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
By the end of the business day, I had heard nothing from Melissa, so I sent an email inquiring about an update.
Wednesday July 6, 2011
I came into the office to find the following email from Melissa:
Dear Jessica,
Thank you for your patience with this issue.
Unfortunately, the billing information has not been key entered in our system. I will continue to monitor the system and send you an update by 5:00 PM on 07/11/11.
I sincerely apologize for the delay in finalizing this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
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