Tommy Karr

I was an eager pre-order customer for Apple’s iPhone 5. The minute it was possible I was on the Apple website, happily ordering the new technology (thankfully I was due for an upgrade) and everything was going according to plan.

Then UPS happened.

On Friday, September 21st, I sat at home waiting… all day.  According to UPS’s website, the package was “out for delivery” at 5:14am.  I’m no fool and knew it would be a little while before it came so I was patient.  And still patient at 2:00pm.  I was still patient at 5:30pm.  But at 6:00pm I became anxious.  I had plans that evening that I couldn’t change and would have to leave the house by 7:00pm.

So, I hopped back on the UPS website and started a LiveChat with one of UPS’s online customer support representative’s, Alfredo, who was unable to help me, so he patched me through to his supervisor, Shayl, who told me:

“I have checked the status of your shipment in our tracking system. Our records indicate that your shipment is out for delivery today, 09/21/12. You can expect delivery by the end of the day today by 7:00 pm.”

By 7:00pm.  Ok, I could hold out until 7:00pm.  I waited.  And waited.

7:00pm came… and went.  I had to leave.  On my way to the train I saw the UPS truck and, after some encouraging (and calming) words from Matt, stopped by and asked the driver if he was on my route.  “No,” he said.  “That’s another guy.”  How many UPS drivers are on my block? I thought.  Frustrated, and seeing no other “guy” I hopped the train to head to midtown.

Later that evening I logged into the UPS website from my phone to find that the 1st attempt at delivery had happened… at 7:05pm!

I called UPS Customer Service and spoke to a very patient gentleman who apologized for the trouble and informed me that my only two options were a) redelivery on Monday, September 24 or b) pick-up at the UPS Customer Service Center in the Bronx on Monday, September 24.  “Is there no option for weekend delivery?” I asked.  “Sorry, no.” He replied.

Defeated, I took Option B, which the patient gentleman confirmed for me and for which, after getting home and logging on to www.ups.com, saw the confirmation that my request for personal pick-up had been processed.

Then I get a UPS InfoNotice on Saturday after a full day of errands.  Wait, what?!?  Saturday!?  But the patient gentleman said…

I logged on to www.ups.com and there it is (click to enlarge):

“09/22/2012  –  10:45 A.M.  –  The customer was not available on the 2nd attempt. A 3rd attempt will be made.”

So now who knows where my phone will be Monday morning. There is no telephone or LiveChat customer support on Saturday or Sunday so I’ve emailed for assistance (with the understanding that no one will get it before Monday but at least I’ve vented) and will have to call Monday morning at 7:00am when their phone support opens for business.

This is especially disheartening since I know of at least one amazing UPS man out there who made the company look spectacular.  Unfortunately, he was not based in NYC where my dismal experience is occurring.  Interested in further reading?  Check out the Yelp reviews for the Customer Service Center in the Bronx.  And pray.