UPS—United Parcel Service should consider changing its name from United Parcel Service to Unprofessional Parcel Service to more closely align with the company’s unethical business practices. According to senior officials at the delivery service conglomerate, making more is the company’s goal and service delivery is not their priority. While every business’ main objective is to ultimately increase its bottom line, there is a certain level of trust and service customers expect when patronizing that business; it is called customer satisfaction.
Apparently, UPS’ senior officials, including Chairman and Chief Executive, D. Scott Davis, Chief Operating Officer, David Abney, and President US Operations, Myron Gray, have lost the memo on what constitutes good customer service because customers’ goods have been handled poorly for years and UPS has not done anything to rectify the bad service or take responsibility for its actions. Instead, the corporation often adds insult to injury by blaming customers for the reckless manner in which their packages are handled by UPS workers. Additionally, although customers often insure their valuables when shipping via UPS, there are many horror stories from customers who complain that the company still refuses to reimburse them for their damaged, lost and/or stolen belongings.
Customers should be aware that other service providers such as the United States Postal Service (USPS), FEDEX, DHL et al offer fair value for their services. Although FEDEX services maybe a bit costly, it’s a service that is guaranteed, dependable and offers peace of mind that your goods will be delivered safely and on-time. Furthermore, customers have the assurance that any insurance charges they pay the company is not a ruse to swindle more money from them, but actually safeguards them in case of damages and/or loss. Unlike UPS, FEDEX engages in ethical business practices, does not blame errors caused by workers on their customers, but stands by them.
The United States Postal Service “Flat Rate Boxes” offers a remarkable deal for the money, plus shipping via this method ensures timely and efficient delivery similar to the FEDEX guarantee. Similarly, DHL provides customers with family-type service delivery that offers peace-of-mind, affordable rates and professional services.
Customers need to be treated fairly, get the best value for their money and feel assured that their belongings are in the right hands. Over the years I’ve heard too many negative complaints about UPS –packages being delivered damaged, lost, stolen and UPS’ unwillingness to right many wrongs by taking responsibility for their lax and uncaring handling of other people’s goods. At the same time, I’ve heard too many instances where customers packages sent via UPS and damaged in the process, although insured, were never compensated by the company. Plus, in some cases after their damaged packages were inspected by UPS, they were never returned to the clients. This is certainly grounds for a class-action lawsuit to remedy the situation and perhaps customers need to take the first step and send a clear message to UPS that they cannot play on people’s trust. You may send complaints to UPS’ senior executives at: sdavis@ups.com; dabney@ups.com and mgray@ups.com by AL
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