UPS questionnaire.

UPS is obviously not dealing with my specific issue.

UPS Survey

1. Why did you send an e-mail?

I got a drop down and selected "Trying to resolve a problem with delivery."

2. During this interaction were you the shipper of the package, receiver of the package, or another interested party?

Shipper.  Actually Google Play was the shipper.  Too late to change.  I already submitted the questionnaire.

3. You found it easy to interact with UPS? (1=Strongly Disagree, 5=Strongly Agree)

I picked 5 and added this comment:

http://techthoughtsmatinale.blogspot.com/

Read my blog.

4. UPS was able to satisfy your request? (1=Strongly Disagree, 5=Strongly Agree)

Comment: Never resolved.

5. It was a pleasure to interact with the UPS representative? (1=Strongly Disagree, 5=Strongly Agree)

Comment: All were terrible, especially the one from UPS HQ.

6. Based upon your interaction today, how likely are you to recommend UPS to a colleague or friend? (1=Never Recommend, 5=Highly Recommend)

Comment: The problem is that UPS is like a utility.  It's difficult to avoid.  I ordered something else from Google Play yesterday, Monday.  What are the chances that it will be delivered by Friday?  If not, it will sit until next Monday.

7. If every interaction with UPS was like this one and your shipping needs remained the same, will your desire to use UPS decrease, stay the same, or increase?

8. Please provide any additional feedback or comments about your experience.

Comment: http://techthoughtsmatinale.blogspot.com/

Thank you for your response. Your input is appreciated.

UPS wants my opinion.

I'm not making this up.

Here is an exchange of messages after which I copied and pasted my blog posts into a reply.  I'll check the questionnaire and report here.


from: ups-service@mailnj.custhelp.com ups-service@mailnj.custhelp.com
reply-to: "ups-service@mailnj.custhelp.com"

date: Mon, Nov 26, 2012 at 7:34 PM
subject: You are invited to provide feedback about your recent UPS e-mail experience.
signed-by: mailnj.custhelp.com

Thank you for emailing with UPS. Thinking about your UPS email support experience please provide your feedback so that we can continue to improve the service we provide our customers.

Simply click on the link below, or cut and paste the entire URL into your browser to access the survey:

https://ups6.custhelp.com/ci/documents/detail/...

Thank you in advance for your participation.
_________________________________________

Ken: As already documented on my blog, I spoke to a UPS HQ person in Atlanta who was too dense to understand.

Subject
General / General
Response (Maryann P.)	11/27/2012 09:08 AM
Dear Kenneth, Thank you for your reply. Unfortunately, I do not have access to the link you provided. I will be happy to research this issue further once I receive additional information. I apologize that I am unable to assist you at this time. Please contact us if you need any additional assistance. Mary Ann P. UPS Customer Service UPS now has a new app that lets you Track, Ship, Find Locations and obtain rate quotes directly from your smartphone. Go tomy.ups.com or visit ups.com to learn about Apple and BlackBerry device-specific applications.
CustomerBy Email	11/26/2012 04:38 PM
I clicked on the link in this email.  It works fine.  From the browser I sent the link to your email ID.  Try again. On Nov 26, 2012 1:29 PM, "customer.service@ups.com" <customer.service@ups.com> wrote:
Response (Maryann P.)	11/26/2012 01:29 PM
Dear Kenneth, Thank you for your e-mail. Unfortunately, I am unable to open the link you provided. Please provide further details of your concern or request and I will be happy to assist you further. I apologize for the problems you have experienced with UPS and for my delayed response to your e-mail. Please contact us if you need any additional assistance. Mary Ann P. UPS Customer Service UPS now has a new app that lets you Track, Ship, Find Locations and obtain rate quotes directly from your smartphone. Go tomy.ups.com or visit ups.com to learn about Apple and BlackBerry device-specific applications.

 

UPS does not try to fix problems on Saturday.

In my post about the knucklehead from UPS corporate headquarters I forgot to mention that after I asked why my package had been placed on a UPS truck on a Wednesday for final delivery but not delivered: why had it not been placed on a UPS truck Thursday, Friday, Saturday ...  Here I was interrupted by Miss Knucklehead.  I said UPS delivers on Saturday, right?  Yes, but I had not paid for weekend delivery.

At his point it's really difficult to describe my exasperation with the complete stupidity of this comment.  Obviously, it was the fault of UPS, not the customer, that my package had remained in a UPS facility for TWO more days and not been placed on a truck.  Now this incredibly inept UPS corporate headquarters knucklehead thinks she has scored an "ah ha!" debating point.

So my package waited until Monday ... and still was not placed on a truck.  Either Miss Knucklehead did not attempt to exert influence to get my package moving or the UPS people in New York ignored her, which may be the only thing they did right in this silly episode.

Flaw in online shopping.

My recent experience with online shopping in which I ordered from Google Play only to have its designated shipper, UPS, foul up the deal in every possible way, has caused me to question the basic structure of this electronic commerce.

If I buy at a physical store I generally leave with the product purchased.

If I order that same product online, I pay when it ships, including the shipping charge. Two problems:

1. The supplier dumps responsibility onto the shipper.
2. The shipper has already been paid and, as with UPS in my recent nightmare experience, has no incentive to deliver the product in a timely manner, if at all.

Solution: we should insist that we not be charged until we have product in hand.  Or at the very least, the shipper should not be paid until product has been received and the recipient is satisfied with the condition of the product received.

Google already credited my account.

Google Play has credited my account in full, including the shipping charge for the incredibly inept UPS.

I wonder when/if Google will receive its product from UPS.

Google Play, thank you.  Please select another shipper or at least provide an option.

UPS Corporate Customer Relations rubs salt into the wound.

I just finished a conversation with:

Monica Pearson

UPS Corporate Customer Relations

404-828-4900

CustomerRelations@ups.com

Blah, blah, blah.

That's far more eloquence than anything expressed by this person who also copped a Ross Perot "can I finish" attitude.  No amount of logic could penetrate the corporate oblivion of UPS as represented by this colossally inept individual.

She simply repeated  that the weather was to blame even though the weather was fine and it was painfully obvious that the problem had nothing to do with weather but with UPS procedures INDOORS at its facility in Maspeth, NY in Queens, New York City.

Ultimately Google backed me against the evil UPS.

Google came through, although for perspective if Google had not jerked me around with three completely unnecessary order/cancel cycles my order would have shipped one day earlier and missed the second storm to hit New York and probably been delivered one day before that ill fated day when UPS decided to transform from a reliable service provider to a practitioner of evil.

What did the trick was Google actually speaking to UPS.  Saturday I made yet another attempt to communicate with UPS.  Remember, UPS had put my package on a UPS truck in Maspeth in Queens county, NY for its delivery to its final destination.  A snow storm hit and apparently my package was returned to the UPS facility in Maspeth and into a UPS black hole from which it never emerged.

My suspicion is that UPS had reduced service because of the higher prices for gasoline in New York after the storms and was only delivering to high density locations, not to private houses in more suburban parts of the city.

I spoke to UPS Saturday morning and got the usual run around.  Then I called Google and the Google person volunteered to place me on hold and call UPS.  I said OK.  After about five minutes, Google returned with the same exasperating reaction that I had for days: disbelief that UPS could suck this much.  Google suggested that I give it another day, Monday.  I agreed.

Monday there was no update from UPS, so my package had still not been loaded onto a UPS truck for delivery.  I contacted Google and asked that our plan be implemented.  Google would tell UPS that my package had been addressed incorrectly and that Google was recalling it.  If I had simply cancelled my order the procedure is for UPS to deliver and I am responsible for returning the package to the shipper, Google.

Yesterday I received confirmation from Google that I will be reimbursed.

Thank you Google.  Shame on you UPS.

Filed complaint with NY AG against UPS.

New York State Attorney General received this complaint from me at its website for misconduct associated with Hurricane Sandy:


http://techthoughtsmatinale.blogspot.com/

I ordered product from Google with two day delivery.  Google chose UPS as its shipping agent.  My package was placed on a UPS truck at the UPS facility in Maspeth, NY in New York City 11/9/12.  Package was not delivered and despite multiple calls to UPS by me and one call by Google to UPS the only explanation  received is "Emergency conditions beyond UPS' control.".

Hurricane Sandy hit New York Oct. 29.  There was a storm on 11/7 when UPS first tried to deliver but weather has been fine since.  That's FIVE days and UPS gives no indication that it will deliver my package.

UPS should be fined and I should be re-paid the shipping charge.

UPS won't tell Google where my package is. What!?

No hint that UPS intends to deliver the package that it first loaded onto one of its trucks for final delivery at 4:39 AM Nov. 7, three days ago, from the UPS facility in Maspeth, NY, which is maybe five miles from the delivery location.  Both are in the New York City borough of Queens.  In NYC a borough is basically a county.

I called UPS about 30 minutes ago and waded through the usual junk and finally spoke to a human being who was very nice but not helpful.  All I heard was the company line that "emergency conditions" were preventing delivery.  At least UPS did not use the Hurricane Sandy phrase that Google Play clings to.

I then spoke to another person, this one working at Google Play.  After describing the situation I received loads of empathy and an offer to call UPS.  OK.  After waiting a while and listening to classical music I was informed that UPS was no more forthcoming with Google that it has been with me.

Wow!  What arrogance!  UPS stiffs the shipping company, and a big company at that.  Now I don't feel quite as bad.  If UPS can treat Google like dirt, no wonder it is treating me like dirt.

So here's a compact timeline to highlight the incompetence of UPS.

Oct. 29 Hurricane (downgraded to a tropical storm) Sandy hits the New York area.
Nov. 3 I order from Google Play.
Nov. 5 Google ships.
Nov. 7 4:39 AM UPS puts the Google package that I ordered onto a UPS truck for delivery that day but does not deliver.  There was bad weather that afternoon and I'm willing to give UPS a pass on that.

It is now almost 9:00 AM Nov. 10.

1. Where is my package?
2. When will it be delivered?
3. Is it lost?
4. Is it still in the same UPS location from which it was loaded onto a truck on Nov. 7?

I asked UPS some pointed questions including:
1. Was there damage to the UPS facility in Maspeth, NY?  No
2. Did the UPS facility in Maspeth, NY have power?  Yes.
3. Were trucks driving out and delivering packages from the UPS facility in Maspeth, NY.  Yes.
4. Why wasn't my package on one of those trucks?  Don't know.

UPS refused to put a trace on it.  I asked if UPS would trace the package if Google requested it.  UPS said no.

I was charged for shipping. I am the customer, of both Google, for its product, and for UPS for its shipping service.

UPS should at least give me a credit for the shipping charge.  What do you think the chances are?

Google, wake the heck up. Tell UPS that the weather has cleared.

Google, if you throw in Hurricane Katrina you'll have an excuse for not delivering to New Orleans.  Hurricane Sandy was a "post-tropical cyclone" when it hit New Jersey back on October 29.

Do your job and get your lame delivery company, UPS, to do its job.  Stop making silly excuses for incompetence.  The election is over.  Silly statements like yours published in my previous post are not acceptable.

Google refuses to back customers.

My reply to Google's silly message below: I've been checking the UPS website and my delivery zip code is not impacted.
________________________________

From Google Play eight hours ago:

Hi Kenneth,

I can understand your frustration.  Unfortunately, due to Hurricane Sandy, we're currently experiencing delivery delays in the following areas:

Delaware
Maryland
New Jersey
New York
Pennsylvania
Virginia
West Virginia
Washington DC
Connecticut
Massachusetts
Rhode Island
Maine
Ohio

We apologize for the delay. Your tracking number will be updated as soon as our shipping provider is able to proceed with your delivery.

Regards,

Eddie

The Google Play Team

UPS continues sucking.

Maspeth, NY, United States

11/09/2012

9:29 P.M.

Emergency conditions beyond UPS' control.

Maspeth, NY, United States 11/08/2012 10:53 A.M. Emergency conditions beyond UPS' control.

Maspeth, NY, United States 11/07/2012 1:25 P.M. Destination Scan

11/07/2012 10:03 A.M. Emergency conditions beyond UPS' control.

11/07/2012 4:39 A.M. Out For Delivery

Maspeth, NY, United States 11/06/2012 10:10 P.M. Arrival Scan

Jamaica, NY, United States 11/06/2012 9:30 P.M. Departure Scan

11/06/2012 5:29 P.M. Arrival Scan

Louisville, KY, United States 11/06/2012 3:27 P.M. Departure Scan

11/06/2012 1:07 P.M. Origin Scan

United States 11/05/2012 4:11 P.M. Order Processed: Ready for UPS

UPS is sucking.

See UPS status below.  UPS continues to blame the weather but the weather was fine yesterday and today.  What's really odd is that my package was on a truck TWO days ago but apparently returned to UPS.  Now TWO days have passed and UPS still does not have it back on a truck for delivery.

And UPS continues to hide behind the weather.  UPS is just being incompetent.
______________________________________________


Maspeth, NY, United States 11/08/2012 10:53 A.M. Emergency conditions beyond UPS' control.
Maspeth, NY, United States 11/07/2012 1:25 P.M. Destination Scan
11/07/2012 10:03 A.M. Emergency conditions beyond UPS' control.
11/07/2012 4:39 A.M. Out For Delivery
Maspeth, NY, United States 11/06/2012 10:10 P.M. Arrival Scan
Jamaica, NY, United States 11/06/2012 9:30 P.M. Departure Scan
11/06/2012 5:29 P.M. Arrival Scan
Louisville, KY, United States 11/06/2012 3:27 P.M. Departure Scan
11/06/2012 1:07 P.M. Origin Scan
United States 11/05/2012 4:11 P.M. Order Processed: Ready for UPS

Google Play online store needs a lot of work.

play.google.com/store/

I ordered three Nexus 7 tablets directly from Google, which needs to have its website designers look at amazon.com or pretty much any other online ordering site on the planet to get at least a general idea of how a reasonably competent process should work.  Google is clueless.

I had to go through multiple order/cancel cycles because of Google's procedural mess.  Then after my order was finally placed and shipped UPS continued Google's dysfunction.

Here is the latest message that I sent to Google:

As you can see below, UPS has shown incompetence in delivering my package.  I want Google to make UPS refund my shipping charge.  The status shows no indication that my package is on a truck for delivery. It was on a truck two days ago but was not delivered, I guess because of the weather.  OK, but why was it not on a truck yesterday?  I spoke to UPS last night at 10PM and they had no rational explanation except the weather.  I live in New York and the weather yesterday was fine.  UPS could not tell when my package would be placed on a truck for delivery.

This is unacceptable.  I paid for "UPS two-day shipping" and this is not even close.  The UPS Maspeth, NY location is only a few miles from the delivery location.  I want Google to back me on this.  Google has the clout.

I think that UPS returned my package to its site two days ago and either misplaced it or put it at the back of the line instead of at the front where it belonged since it had already been put on a truck for delivery.  UPS is totally lost on this and is using the weather as an excuse for its incompetence.  Google needs to show its ability to provide some minimal level of customer satisfaction.

Maspeth, NY, United States 11/08/2012 10:53 A.M. Emergency conditions beyond UPS' control.
Maspeth, NY, United States 11/07/2012 1:25 P.M. Destination Scan
11/07/2012 10:03 A.M. Emergency conditions beyond UPS' control.
11/07/2012 4:39 A.M. Out For Delivery
Maspeth, NY, United States 11/06/2012 10:10 P.M. Arrival Scan
Jamaica, NY, United States 11/06/2012 9:30 P.M. Departure Scan
11/06/2012 5:29 P.M. Arrival Scan
Louisville, KY, United States 11/06/2012 3:27 P.M. Departure Scan
11/06/2012 1:07 P.M. Origin Scan
United States 11/05/2012 4:11 P.M. Order Processed: Ready for UPS
______________________________________

Verizon cannot find returned equipment. What a shock.

I had Verizon FIOS.  I moved and Verizon advised me to I get a new account (so that the on sight sales person would get credit) and I might get a better deal.  OK.  I would get new equipment, which was something I wanted anyway.  I returned the old equipment following Verizon procedures.  When Verizon did not send acknowledgement of receipt (UPS had warned me that Verizon misplaces its stuff), I sent proof from UPS that Verizon had received its equipment: date/time, location, person.

For my new home I ordered the Verizon Home Monitoring service with some extra stuff and when I got a big bill I figured that it was for that new stuff.  Who can decipher Verizon bills anyway plus I was consumed with the move.  Wrong.  Verizon had charged me $650 for not returning the equipment that I had returned.  Foolishly, I paid $580 thinking it was for the new stuff.  HUGE mistake.  Now Verizon wants another $606 due early November.

After being jerked around for weeks Verizon finally acknowledged, kind of, that equipment had been returned.  No mention of what equipment or how much money was involved.  Here is a message that I just received:


Dear K. Matinale,

Thank you for choosing Verizon. I have received your email dated 11/02/2012 regarding the unreturned equipment charges. I apologize for any frustration or inconvenience this has caused. My name is Janis, and I will be happy to assist you.

I understand your concern about the unreturned equipment charges. 

According to the records, we do show equipment processed back on 9/14/2012, 10/24/2012 and 10/29/2012.  You should see a final bill generated reflecting the returns processed with a refund check to follow.
____________________________________

My reply:

"refund check"?  Is this a joke?  I paid online.  Credit my current account as requested ... immediately, you know, like when I pay.

"refund check" mailed to where?  My current address?  My previous address?  When would this paper check even be mailed?  And when/if I receive it I still need to wait for the funds to clear.  So what, maybe ten days from now, if I'm lucky and the hurricane diminished U.S. Postal Service forwards mail from my previous address?

Fix this NOW.  I called this morning and wasted five minutes going through the call prompts before hearing that Verizon only answers calls Monday-Friday.  What, your system doesn't know this is Saturday when the call comes in and cannot inform the caller immediately that no one will answer?

Verizon does everything to obfuscate, delay, discourage.