I'll tell you a story. I have just sign up a mobile contract and the company employs UPS to send their consignment to its customers like me. Alright. The consignment should have arrived yesterday. Do you know what happened? I spent the whole day waiting for it to arrive. I called three to four times yesterday, hoping to hear from UPS. There was no call for me, there was not even a single curtesy call to say that my consignment will not be arriving.
I call up my mobile provider and asked him what is going on. After spending much time waiting on the phone, he came back to me, apologising that the courier company driver has decided to call it a day at around 4pm as he could not finish sending the consignment. I think what UPS should do is to update the depot and then in turn, update my mobile company so that customers like me will not need to wait like a fool for the consignment to arrive.
I know that the weather was bad today but it was not bad the day before or yesterday! I am sure that there should be good communication between the courier company and the mobile provider, right? Every single UPS driver would have a handheld device for them to use. If they think that they would not be able to finish the consignment, report the matter to the head office and in turn, my mobile provider will be able to give me a call or when I call, I will be told of the situation. Don't let customer wait and when the customer asked about the status, just informed the customer that the consignment will arrive. That is not the case. Someone did not do their job. They never look at the consignment status on the screen. I don't think she is competent to handle such a task. Where is the manager?
At last, after making three calls at different time intervals, I got through to a customer service advisor. He was called David. He was really professional. He checked on my account status and found out that the consignment is going to be delayed for another day. I questioned him whether other customer service advisor will be able to see it and he said yes. Well, I think the two previous customer advisor should be retrained! I have wasted the whole day just for the confignment to arrive but it did not. The worst of all, some customer service advisor could not do their work properly!
I was not mad, I was juse quite sad because I could have done something else if I know that they are not going to come. Luckily David sorted out my problems. As for today, I called customer service again and I was told by a woman on the line that I would have to wait until 6:30pm as the consignment would have arrived the latest by 6:30pm. Alright, never mind about it, I will wait for the courier man to arrive. I was wondering whether UPS will show up this time.
It was 1845 hours and I called my mobile provider and I was so lucky that it was David on the line! He remembered attending to my call last night. Oh well, brilliant. This time, he said that UPS did not even start work today due to the snow. They stopped working at 0934. Oh well, that is great. The woman whom I spoke to earlier on should have told me about it, right? It will save me from waiting like a fool (again).
Anyway, I was really happy to be served by David. He was really good. I told him that he should be made a manager or even the boss of the particular call center as he is thorough. I like these people. They will find the absolute possibilities before they hang up or give up. Now, I would just need to wait for tomorrow. If they don't come, I will personally drive over to their depot to collect my stuff. Sounds good? I will put UPS to shame!!!
Update:07/02/09: The parcel has yet to arrive. Called UPS many times but they said that my parcel will arrive today but it is already 1620, made a call to UPS but their offices are closed. Well, what do you think then? If they do not want to deliver the parcel, they could have just said to customers, right? Save them from waiting at home for nothing. Bad UPS...
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