What Can Brown Do for You?
I recently ordered an item from an online store, a multiport, wireless router. I was pretty excited about getting it, so I was closely watching the tracking status on UPS’ site. Upon checking the status, I saw that it was delivered. Surprised as I’d been home all morning but pleased, I looked outside to find…nothing. I looked behind every bush, column, trash can, etc. The package simply wasn’t there.
Unsure where to start, I first tweeted my predicament:
@UPS says a package is on my porch, but it’s not. I wished they’d ring or knock & not just silently drop things off. Been home all morning
Before I could dig up a number to call, UPS responded:
@jasondlee Oh no! Let’s follow up to find out where it is. Please e-mail your track # + phone # to twitter@ups.com. ^ST @ups
Fast and friendly! I sent the email and in an hour or so, I got a call from the local UPS office. I explained the situation to her, and she said that she talked to the driver who confirmed he dropped it off, but she’d talk to him again and have him come back by.
A little while later, a UPS truck pulled up. When I met the driver on my porch, his first words were, “I screwed up”, which, to be honest, was pretty cool that he’d be that honest. As it turns out, he dropped it off on the wrong street. The home owner had already taken the package in, and wasn’t answering the door, so he left a note. As disappointed as I was at the delay, the driver ‘fessed up and was trying to make it right, which is about all I can ask, I guess. It’s an easy mistake to make.
This morning, the same driver pulled up and delivered my package. He apologized for the mix up and went on his way. My story, then, does have a happy ending. I’ve used UPS for many years now, and I’ve always been very happy with them. This is the first time I’ve ever had this sort of issue with them, and, once they were made aware of the situation, they were very quick and proactive in making it right, even promising to replace the item should it not be recovered. Due to a few bad apples tossing packages, etc., they often get a lot of bad press, so I think it’s important to share this to show that they do care and do a great job on the whole. I know I’m happy with them. 🙂