Don't make anybody else aware of the problems you've had with a company. Let people remain unaware, and perhaps go through the same hassles you did.
Let everybody learn the hard way.
Nobody need benefit from your negative experience.
If a company tries to rip you off, trying to charge twice the amount they quoted for their service; don't complain, just man up & pay them whatever they want.
Be mindless, follow the herd; corporations love the sheep who don't complain, ask questions, or kick up any dust while they're getting sheared.
If you, or UPS thinks I'm going to "roll over", pay up, and shut up; both you & UPS are mistaken.
Screw UPS.
If you think what UPS did is acceptable as the norm, is good business practice, and ethical; up yours too!
Welcome to Planet Earth my ass!
When people willingly & without complaint, pay double for mediocre service; they should expect to get a double dose of mediocre service. Mediocre service, willingly accepted, becomes the new norm.
When I pay someone to haul freight; I should be satisfied & happy if it arrives in one piece, without having had a fork lift jammed through it.
That is some bogus BS!
ups UPS ships thousands of items daily and your situation is not the norm. Mistakes happen and bottom line you did receive your item in one piece. Just ask for a supervisor when you speak with them and they will resolve the situation. Make sure you update us when they do.
I would be more than happy to resolve the issue with UPS, and move on.I have no problem paying for service I've received from UPS. It was me that called them regarding payment; I have never received a bill, or any communication from them regarding a bill. It is now over 4 weeks since the transaction was started.
They have my name, address & phone number; it has been given to them on multiple occasions.
I have a problem paying more than double the amount that a UPS representative quoted for that service. Especially when the service took twice as long to perform as a UPS representative stated it would.
When I ask to speak to a customer service supervisor they are always "too busy" with other issues, and can't come to the phone. I am promised by the person I'm speaking too that the information I am providing will be relayed to the customer service supervisor, and the customer service supervisor will "get back to me" on the phone. I wait; the cutomer service supervisor never calls. This has occured on every occasion I have contacted UPS customer service, and those contacts have been numerous. It started when I made the initial inquiry regarding tracking of my canoe, and why it had not moved for 2 days. I was informed it was lost; 4 days later it was delivered. Customer service was still telling me it was lost on the day it was delivered.
A customer service supervisor can resolve the issue, but you can never speak with one?
Catch 22.
It’s nice to be ethical and follow up But at some point it also seems reasonable to stop trying to pay a bill.
In the past I’ve had places neglect to bill or accept payment for something. Multiple phone calls and e-mails, to the particular individual, as well as to others in the business, go unanswered. After weeks of this, I asked a couple friends who run their own small businesses, is it reasonable to stop trying to pay? When they validated my thoughts that I’d gone well beyond reasonable efforts, I stopped trying.
Perhaps you may soon reach the point with UPS. If a year from now they haven’t billed you, your view of the cost/benefit of this last shipment experience might turn out to be a positive one.
Advice, suggestions, and general help have been offered by several posters.
The subject matter may therefore qualify as "advice, suggestions, and general help".
At the same time, the subject matter would qualify as "discussion". Perhaps it is a "toss up".
Or, perhaps it's just a matter of semantics, or your personal perception? In the grand scheme of things; it matters little & much.
BOB
P.S.
My advice: Do not use UPS Freight to ship a canoe.
My suggestion: Seek other alternative shippers, or methods of shipping.
My help: Hopefully, others will not have to deal with what is, in my opinion, mediocre service from UPS.
More help: Read for yourself some of the 1,630,000 hits I got when I searched UPS complaints as the subject matter.
Suggestions for what to do in a situation such as this, no matter who you deal with.
Been there, done that with a government agency.
Start by logging who you talked to (get their name and title, if any), the date and time, a brief review of what was discussed, advice given or direction they sent you. Let the person you’re speaking with know you need the info so, you won’t forget ‘who’ you spoke with.
By letting them know you’re logging this info, they may be; whether they realize it or not, are more accountable. And if one needs to go to court, a judge will note your willingness to settle a dispute prior to spending time in a courtroom. Plus you have a record of sort of your efforts to resolve the issue.
I logged in contacts and did as noted above when I went through the runaround several years ago with a state agency. It got to the point where I requested a “supervisor” to talk to. I read her my notes, with “time and names”, and she said she’d look into my complaint and if I’d not received information or my check within a week, to give her a call back.
It worked and we got our money.
Hopefully, :~) they’ll get back with you regarding their service(?).
Spoke with different customer service supervisor (in southeast Asia) yesterday. Wasted over an hour of my time attempting to work out a resolution to the ongoing problem.
Took the best part of 15 minutes getting customer service supervisor to understand that the canoe was NOT delivered to my residence (an additional charge of $84.50)on an inflated ($135.00 more than quoted) freight bill. The canoe was delivered to a UPS facility approximately 12 miles from my residence.
I drove to the facility to retreive the canoe.
An additional charge of $89.27 was tacked onto the bill for "fuel adjustment". This charge has not yet been explained to my satisfaction. No mention of this charge being added onto the original quote cost was made when I arranged the shipment. The freight charge had already inflated from under 3 hundred to over $435.00; before fuel adjustment & residence delivery charges were added.
UPS has not yet sent me a bill. They did send a bill to the canoe shop where the canoe was picked up UPS.
That's how I got a "copy" of the bill. I told the person that took the order when this fiasco started; I was responsible for paying the freight bill, NOT the canoe shop. That information was ignored by the person giving the quote. Multiple customer service reps, and 2 customer service supervisors have also, seemingly ignored that information.
The called ended after approximately one hour of dialogue (UPS was again made aware of my name, phone number,and address). The second customer service supervisor's had this solution to the problem. He would send an "urgent" message to UPS in Rolla, Missouri(where my canoe sat on a loading dock(lost) for 3 days w/o moving). A truck from that location was responsible for the canoe's delivery. Someone at that facilty would be contacting me "within an hour" because the message would be marked "urgent". When they contacted me; I could discuss with them my complaints regarding overcharging, and incorrect billing for services I did not receive.
Wait for it.............
Nobody called!
I can't call them.
Supposedly, they do not accept incoming calls.
Catch 22!
I suppose I should be thankful that I was not charged a 3 days storage fee. UPS in Rolla, Missouri did "store" the canoe on their loading dock for me; while it was "lost".
Good Luck Your story reminds me so much of an experience I had with Fed Ex Home Delivery, when it first started up. My blood pressure rises every time I recall the adventure.
Right now I am holding a damaged paddle and packaging while the poor soul who works at the shop that sold it to me tries to resolve the claim with Fed Ex. I am SO glad that in this instance, the vendor cares about their customers and is doing the wrangling with the shipper.
The details of your unfortunate experience with UPS are very confusing as you've described them here. It seems that, at this point, it's incumbent on the consignor to dispute the charges and, apparently, that's not you!
I think I get it now that you had a verbal agreement with the shop to pay the shipping, which you arranged by phone w/ UPS. The paperwork, it seems, must have originated at pick-up with the shop as consignor. That leaves you in a bind, doesn't it?
I certainly didn't mean to suggest that you should ignore your obligation to the seller, but it does seem that he is the one in position to negotiate a resolution.
are you ready to send UPS a bill for … … your time and energies used in this matter yet ?? Your part of a s/h agreement is make the intial order and recieve your canoe … UPS should be responsible for any other efforts and time you have to use in getting this matter resolved .
If a s/h agreement is a contract then that contract has two sides .
Contract Yes, I agreed to a verbal contract with the canoe seller; I would pay shipping costs.
Yes, I agreed to a verbal contract with UPS; I was the one responsible for the shipping costs.
BUT, I agreed to a fee quote of slightly under $300.00.
UPS provided a bill to the canoe seller for $609.00, and told seller they were responsible.
All my efforts are attempts to get UPS to “show me” why I should pay them $609.00;when I was quoted an amount under $300.00. And will they please send me the damn bill! And will they please remove the charge for residential delivery; the canoe was not delivered to my residence! I picked it up at UPS.
You have my sympathy. UPS doesn’t care about you because to them you’re not their customer. The shop that sold the canoe is and they’re responsible for the charges. I can understand why they wouldn’t want to be involved in a billing dispute on your behalf and why you wouldn’t want them to, but at some point they signed something with UPS designating their responsibilities regarding this shipment. If that was a mistake on their part, they should be willing to help you. If not, then you’re stuck trying to work out a compromise with them or with the entire bill, fair or not.
1. If UPS sent the bill to the canoe shop that shipped it, it was because the ORIGINAL BILL OF LADING was given to the carrier (UPS) as ppd, at time of pickup. You make all the calls in the world, and post all over the internet until pigs fly, but you cannot and will not (by ICC regualtions) receive a bill from UPS until the canoe shop (orig shipper) gives them a CORRECTED BILL OF LADING.
2. Every shipping company has FUEL ADJUSTMENT charges, they appear on the original bill of lading, in fine print naturally.
3. On the original bill of lading, was it mentioned that you would be picking it up at the terminal ? If not then RESIDENTIAL DELIVERY CHARGES would apply.
4. When you picked the freight up at the terminal and signed the DELIVERY RECEIPT did you notate that you had picked it up at the terminal ? If not you can go back to the terminal and get a photocopy of their terminal pickup manifest for that day where it will be logged in. You can forward this with your check after deducting Residential Delivery Charges only AFTER you are billed directly by UPS only AFTER a CORRECTED BILL OF LADING is sent to UPS by the canoe shop.
5. Was your canoe over 14 feet long ? If so you actually owe them additional monies for being overlength. Were you charged for this ?
6. As I mentioned above, in reality NO carrier wants to deliver canoes and kayaks. They mess up the loading and are aa pita. No one makes money on them regardless what you think. That's why they are CL300/400.
7. I DO NOT NOR HAVE I EVER WORKED FOR UPS. I HAVE WORKED FOR 42 YEARS IN THE TRANSPORTATION INDUSTRY. Take this for what it is worth. (edit added #7)
Generally speaking, I received more information in your short post, than the total amount of information I've received from UPS employees (after hours & hours of effort)since this fiasco began on September 28th.
I am going to attempt to follow up on your suggestions to get the issue resolved.
If one other person does not have to go through the giant hassle I've been through; I will consider all my internet posts a success.
Based on what I've learned(by personal experience), people should be aware if they are considering shipping a canoe or kayak:
UPS is not interested in hauling canoes or kayaks. UPS considers it a big hassle, forced upon them by ICC regulations. UPS does not make much money hauling boats. UPS truck drivers & freight handlers consider handling canoe & kayak sized package a hassle.
Those things most certainly may have an affect on how the boat, and the person sending the boat are treated by UPS.
I have learned my lesson: DON'T SHIP A CANOE BOAT VIA UPS!
